Patient satisfaction with the ocular surface individualized medical program. Issue 5 (September 2021)

• Record Type: Journal Article
• Authors: Hao, Ran; Chou, Yilin; Wan, Yu; Jiang, Xiaodan; Li, Xuemin
• Is Part Of: European journal of ophthalmology. Volume 31:Issue 5(2021)
• Page Start: 2746
• Page End: 2754
• Publication Date: 2021-09
• Subjects: Patient expectations -- patient-reported experiences -- patient satisfaction -- ocular surface individualized medical program; Ophthalmology -- Periodicals; Eye -- Diseases -- Periodicals; 617.7005
• DOI: 10.1177/1120672120945653
• Languages: English
• ISSNs: 1120-6721

Abstract

Purpose: To improve the medical management system and the quality of medical treatment, this study aimed to assess patient satisfaction related to an ocular surface individualized medical program for dry eye, and identified patient needs that should be addressed in future. Methods: We enrolled 166 patients from the dry eye clinic at the Peking University Third Hospital from December 2017 to May 2019. An investigator followed up with all patients by telephone 2 months after the first assessment of overall patient satisfaction, expectations, and experiences. We determined patient satisfaction using a questionnaire and analyzed the results. Multivariate linear regression analysis was used to assess the predictors of overall patient satisfaction. Results: The overall patient satisfaction with the ocular surface individualized medical program skewed toward a positive assessment. Ten variables were significantly associated with overall patient satisfaction: two involving fulfilment of expectations, seven involving patient-reported experiences, and one involving socio-demographics. The most important predictor of overall patient satisfaction was patient-reported experiences with the treatment outcome (β = 0.281, p < 0.001), followed by experiences with medical staff services (β = 0.240, p = 0.002), examination services (β = 0.198, p = 0.002), and interpretation and professionalism (β = 0.168, p = 0.04), expectations fulfilment (β = 0.147, p = 0.025), as well as age (β = −0.13, p = 0.014). Free response-style negative patient feedback suggested that examination wait time and environment needed improvement. Conclusion: Overall, the ocular surface individualized medical program is effective and is able to achieve satisfaction for most patients. The examination procedures and environment require improvements, and treatment must be made more patient-centric to improve satisfaction.