Thesis (Msc) - Cyprus International University. Institute of Graduate Studies and Research Department of Healthcare Organization Management

Includes bibliography (sheets 42-50)

ABSTRACT It's important to know how patients feel about the care they've received because the criteria that matter to them may vary significantly from those that matter to the eye doctor. The aim of this study was to assess patients' satisfaction with the treatment they received at private hospitals in Rumuepirikon Port-Harcourt. This was a cross-sectional descriptive analysis which employed logistics regression in determining effects and relationship. In February 2021, 241 consecutive consenting patients were asked to complete an interviewer-administered questionnaire distributed through hospitals electronic platforms in Port-Harcourt Rivers State Nigeria. The questionnaire included questions about assurance, responsiveness, and satisfaction of the respondents with the eye care services they received from the private hospital. Particularly, assurance (P < 0.05) as well as responsiveness (P < 0.05) was observed to have a significant effect on the overall patients' satisfaction with eye care services received. The results of the hypothesis testing showed that there was no significant relationship between patients' satisfaction and respondents' income levels (P > 0.05). It also revealed that there was no relationship between patients' satisfaction and the respondents' educational qualifications (P > 0.05). By implication, one's income status, as well as one's educational qualifications, have little bearing on how patients perceive private hospitals and how satisfied they are. This study showed that certain socioeconomic characteristics of patients have no significant relationship or correlation with patient satisfaction. This means that internal factors (Assurance and Responsiveness) are more important than external factors (Education level and Income level) in assessing patient satisfaction. Patients are more likely to score their satisfaction with private hospitals based on intrinsic qualities such as the manner in which they are treated by physicians, the standard of test facilities, accessibility to medical professionals, and medical care that is clearly above average.