Patient satisfaction index in a health facility focused on ophthalmology services in Tegucigalpa, Honduras

Abstract

Introduction. Service management analysis is essential to improve the quality of the service. The study aim was to identify patient satisfaction regarding the quality of service in a health center with ophthalmological service in Tegucigalpa, Honduras. Methods. A quantitative study was carried out in November 2017. The Servqual instrument was applied, following a strategic logistics base of the service (the Servuction). The information was complemented with interviews to operational and managerial personnel. Results. Of 340 patients older than 18 years, 135 (40%) were over 60 years old, 255 (75%) were women, 282 (83%) accompanied by caregivers, attending a subsequent consultation (82%). The economic income revealed a high rate of poverty and low education (76%). Regarding the service perception, almost 300 patients (88%) evaluated it as totally satisfactory. However, in the calculation of the patient satisfaction index the value was -0.51 (PSI = perceptions - expectations), at the expense of a low rating in the response capacity. This indicated that there is a debt to satisfy all the demand. In general, the evaluated dimensions averaged 98% (4.90 based on 5) for expectations and 88% (4.4) for perceptions. Conclusion. Patients had a positive image of the services offered, which gives it an affirmative positioning, although there is a debt in the response capacity to satisfy all the demand.