IIUM Optometry Clinic Patient’s Satisfaction Survey

Abstract

Background: Understanding patient or client satisfaction and their experience with medical care is pivotal for healthcare providers. Since its establishment in 2006, the IIUM Optometry Clinic has provided various specialized eye care services. Consequently, like other healthcare facilities, gaining insights into the clients’ experiences is invaluable for continuous improvement. While clinic authorities have developed paper surveys, there has not been a dedicated study analyzing factors affecting the patients’ satisfaction levels conducted at our clinic. This research intends to analyze and assess patient satisfaction with the healthcare services offered by the IIUM Optometry Clinic, focusing on identifying key factors that influence the satisfaction level. This study also aims to identify the clinic’s strengths and overcome its weaknesses by proposing strategies to increase IIUM Optometry Clinic‘s standard of care. Methods: 164 respondents participated in this study, providing feedback on the clinic’s performance through the existing client satisfaction survey forms distributed by examiners after each eye checkup session. Elements rated include the appointment setup, waiting time, quality of services, variety of services available, service by the clinic staff, clinic facilities, service charges, and ambience. Results: 96% of the patients expressed satisfaction with the quality of services provided by the excellent staff of IIUM Optometry Clinic. Conclusion: Our results suggest that patients’ satisfaction levels are mostly affected by the quality of services and the excellence of the staff. Client feedback also highlighted recommendations for the improvement of the clinic, including maintenance of the machines and expansion of the network infrastructure.