Abstract
Background To ensure efficient use of resources within outpatient services, constant patient
flow is vital. This can be achieved by addressing the wishes and needs of all relevant
stakeholders.
Materials and Methods The present study aims to show how the needs and present satisfaction of patients
and referring physicians can be determined in the context of an outpatient cataract
service. It presents the conclusions that can be drawn for the design of the service.
To assess needs and satisfaction, we developed a patient questionnaire and a referring
physician questionnaire. Promoters and detractors for referral were identified following
the concept of the net promoter score, a market research instrument.
Results 339 (38%) patients and 26 (45%) referring physicians of the main referring group
answered the questionnaires. The most important characteristics for referring physicians
were quality of treatment, patient satisfaction, and communication in case of queries
as well as speed of sending the doctorʼs letter. When making their decision on a cataract
centre, the patients prioritised professional reputation, previous experience with
the clinic, and recommendation of their ophthalmologist as well as customary appointment
scheduling.
Conclusion The two groups influence each otherʼs recommendation or choice. Simultaneous analysis
of patients and referring physicians is therefore essential. Overall, patients and
referring physicians are highly satisfied with the cataract service of the university
medical centre. Beyond that, however, various potentials for improvement could be
identified. In summary, this report describes a comprehensive approach to assess needs
and satisfaction of patients and referring physicians in an outpatient clinic trying
to sustainably improve patient care.
Key words
cataract operation - needs analysis - patient satisfaction - referrer satisfaction
- outpatient care
