Descriptive study on service quality and clients satisfaction in ophthalmology care In Nsawam Government Hospital

Abstract

The main thrust of the study was to assess the service quality and patients’ satisfaction at the ophthalmology unit of the Nsawam Government Hospital. To achieve this purposes, the study employed quantitative approach through the use of descriptive survey. In the quest of selecting the sample, Convenience sampling method was used in the study to select 260 clients of ophthalmology unit of the Nsawam Government Hospital for the study. A self- developed questionnaire was used for the data collection. The data collected were analysed using descriptive statistics (means and standard deviation, frequencies and percentages) and inferential statistics (Linear Multiple Regression). The results on objective one gave ample evidence to settle that generally, most of the clients at the ophthalmology unit of the Nsawam government hospital have a high expectation about the service quality at the ophthalmology unit. Again, it was found that most clients at the ophthalmology unit of the Nsawam government hospital are somewhat satisfied with the services rendered by the hospital. Finally, it was evidence from the study that all the service dimensions are key determinants for clients expect at the ophthalmology unit of the Nsawam government hospital. However, Tangibility and assurance recorded the highest values to suggest that they have significant effect on the clients’ expectation. It was recommended that the management of health facilities in the metropolis should, as matter of urgency, take drastic steps to improve upon the quality of care given at their facilities in order to improve upon the satisfaction level of patients because they are generally not satisfied with their services.