Patient Satisfaction and its Associated Factors among Outpatient Department Attendees at a Government Tertiary Care Hospital in Haldwani, Uttarakhand: A Cross-sectional Study

Abstract

Patient satisfaction reflects the overall experience of individuals seeking care, especially in government hospitals. The government tertiary care hospital in Haldwani serves as a primary referral center for the Kumaon region, attracting patients from remote areas. The aim is to study patient satisfaction and its associated factors among outpatient department (OPD) attendees at a government tertiary care hospital in Haldwani. A cross-sectional study was conducted among 3,662 OPD attendees across nine specialties from February to April 2025. The validated Patient Satisfaction Questionnaire-18 (PSQ-18) was used via face-to-face interviews. Data were analyzed using descriptive statistics, Chi-square tests, and binary logistic regression; significance was set at P < 0.05. Of the participants, 54.6% were female and 70.8% were urban residents. Overall satisfaction was 79.2%, highest for doctors’ communication and behavior and lowest for accessibility, consultation time, and financial aspects. Satisfaction significantly varied by age, OPD type, residence, and visit purpose ( P < 0.001). Logistic regression revealed reduced satisfaction in patients aged 41–60 years (adjusted odds ratio [AOR] = 0.69), rural residents (AOR = 0.71), and lower satisfaction across several OPDs; patients from other districts had higher satisfaction odds (AOR = 1.70). While overall experience was positive, improvements in accessibility and consultation time are needed. Targeted, department-specific interventions are crucial to enhance patient-centered care.