Keywords
outpatient department
public sector hospitals
PSQ-18
How to Cite
Abstract
Background: Patient satisfaction is a key measure of healthcare quality, particularly in outpatient departments (OPDs), which serve as the first point of contact for most patients. Identifying factors influencing satisfaction can help improve public hospital services in Pakistan.
Objectives: To assess patient satisfaction levels in the OPDs of two major public tertiary care hospitals in Rawalpindi—Holy Family Hospital and Benazir Bhutto Hospital—and to identify demographic and service-related factors affecting satisfaction.
Materials and Methods: A cross-sectional study was conducted from March to June 2025 involving 322 patients aged ≥18 years. Data were collected using the validated Patient Satisfaction Questionnaire (PSQ-18), covering seven domains: general satisfaction, technical quality, interpersonal manner, communication, financial aspects, time spent with doctors, and accessibility. Associations were analyzed using Chi-square and Mann-Whitney U tests, with p < 0.05 considered significant.
Results: Overall, 54% of participants expressed high general satisfaction, and 73% were satisfied with the doctors’ interpersonal manner. Lower satisfaction was reported in technical quality (41%) and time spent with the doctor (44%). Significant associations were observed between age and accessibility (p = 0.002), gender (p = 0.009), and marital status with technical quality (p = 0.009). Females and rural patients reported higher satisfaction. Patients at Benazir Bhutto Hospital experienced longer waiting times (p = 0.039).
Conclusion: Patient satisfaction in Rawalpindi’s tertiary hospitals is multidimensional, with strong interpersonal communication but deficiencies in technical quality and accessibility. Addressing these gaps and regularly monitoring satisfaction can enhance patient-centered care in public healthcare settings.
Keywords: Patient satisfaction, outpatient department, public sector hospitals, PSQ-18