Patient satisfaction with private optometry service in South Africa

Abstract

Background: Patient satisfaction plays a vital role in the healthcare sector, holding significance for both medical providers and patients.
Aim: The study investigated patient satisfaction levels regarding the quality of care delivered by private optometry services in South Africa.
Setting: The study was conducted across all nine provinces in South Africa, with a specific focus on individuals utilising private optometry services.
Methods: This study employed a quantitative, cross-sectional design to evaluate patient satisfaction levels regarding service quality in private optometry practices within South Africa, utilising questionnaires disseminated through social media platforms for data collection.
Results: Our study included 283 participants, with a mean age of 36.3 ± 10.41 years, predominantly female (69.8%) and Black African (96%), and found high satisfaction scores with optometrists. The primary reasons for visiting optometrists in our cohort were spectacle or contact lens renewal (34.9%), routine check-ups (24.5%) and addressing reduced vision (24.5%). Among those who switched optometrists, 40.8% cited relocation and 17.9% reported service dissatisfaction. The mean overall satisfaction score was 4.38 ± 0.66, with high ratings for cleanliness, physical facilities and staff conduct. Conversely, waiting time and cost received relatively lower scores.
Conclusion: Participants were highly satisfied with private optometry services in South Africa, although cost and waiting time had comparatively lower ratings.
Contribution: The study provides evidence on patient satisfaction in private optometry and highlights areas for service improvement.