Publication:

Patient satisfaction with comprehensive cataract surgical services in southern India: a multi-centre cross-sectional study

Background Patient satisfaction is an important tool for healthcare providers to monitor and improve the quality of care, yet there is limited information on patient satisfaction with cataract surgical services in India.

Methods This cross‑sectional study used a random sample from five not for profit eye hospitals in southern India. Patient satisfaction was assessed in three domains (i) provider communications, (ii) provider-patient interactions, and (iii) availability and accessibility. Data were collected using a structured questionnaire.

Results A total of 322 patients provided interviews. The median ages were 62 and 59 years for males and females, respectively. The overall patient satisfaction was 96% (95% CI: 93.2-97.8%) but ranged from 79.2% for provider-patient interactions to 82.6% for provider communications. The self-rated patient satisfaction was 91.9% (95% CI: 88.4-94.7%). Female patients (62.1%, p=0.049) and those who travelled 50 km or less to reach base hospital (51.8%, p=0.026) were significantly more likely to report higher overall satisfaction. Similarly, female patients (62.5%, p=0.048) and those who opted to travel by vehicle provided by base hospital (69.9%, p=0.038) reported significantly higher self-rated satisfaction.

Conclusions This study provides evidence supporting high levels of patient satisfaction with cataract surgical service provision in southern India. Female patients, those travelling for 50 km or less and availing free-of-cost transportation offered by base hospitals were more likely to report higher overall satisfaction. Employing staff that speaks the local language would enable better provider-patient communication and interactions leading to seamless service provision leaving patients more satisfied.