Patient satisfaction with private optometry service in South Africa

Patient satisfaction plays a vital role in the healthcare sector, holding significance for both medical providers and patients.

The study investigated patient satisfaction levels regarding the quality of care delivered by private optometry services in South Africa.

The study was conducted across all nine provinces in South Africa, with a specific focus on individuals utilising private optometry services.

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.

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.

Participants were highly satisfied with private optometry services in South Africa, although cost and waiting time had comparatively lower ratings.

The study provides evidence on patient satisfaction in private optometry and highlights areas for service improvement.