Demographic determinants of patient satisfaction in medical outpatient department of a tertiary care hospital in North India.

Abstract

Patient satisfaction surveys are widely used in European countries to ensure high-quality healthcare through systematic feedback. India, through its National Health Mission, is now adopting this practice to measure satisfaction levels, implement improvements, and enhance patient care. This study assesses patient satisfaction using the validated North India Outpatient Department Satisfaction Scale (NIOPDSS) and examines correlations between sociodemographic factors and patient satisfaction in a tertiary care facility. The study was conducted at a tertiary care referral hospital in North India. It was a cross-sectional study with a sample size of 400. All patients visiting the General Medicine Outpatient Department over four consecutive weekdays were included. The NIOPDSS, a validated instrument, was used to assess patient satisfaction across six dimensions. Data analysis was performed using IBM SPSS version 26, with descriptive statistics and Chi-square tests applied. Ethical approval was obtained, and informed consent was secured from all participants. The study included participants aged 19-59 years (79.5%), with a higher number of males (67%) than females (33%). Nearly half of the respondents were graduates (48.22%). The survey revealed high satisfaction levels in overall cleanliness, availability of drinking water, and cleanliness of toilets. Moderate satisfaction was observed for queues at the reception counter and waiting time. Age analysis indicated higher satisfaction among individuals aged over 60 years. Gender analysis showed females were more satisfied with medical and pleasant waiting services. Education level analysis indicated higher satisfaction with the location of health facilities and pleasant waiting services among individuals with a 10^th-grade education. High patient satisfaction with cleanliness, drinking water availability, and toilet hygiene, while moderate satisfaction was noted for waiting times and queue management. Older adults and females reported higher satisfaction levels, while postgraduate respondents expressed lower satisfaction across all domains. Education influenced perceptions, with high school-educated individuals showing greater satisfaction with facility location and waiting services.