Patients Satisfaction in the Outpatient Department of Khwaja Yunus Ali Medical College Hospital

Abstract

Background: Patient satisfaction is an important indicator of healthcare quality and reflects the effectiveness of hospital services. Assessing satisfaction in outpatient departments helps identify areas of strength and opportunities for improvement in service delivery.  Objective: To assess patient satisfaction in the outpatient department of Khwaja Yunus Ali Medical College Hospital and examine associated sociodemographic and service-related factors.  Materials and Methods: A descriptive cross-sectional study was conducted among 150 patients attending the outpatient department. Data were collected using a semi-structured questionnaire that included sociodemographic characteristics, prior hospital visits, departments attended, mode of arrival, and satisfaction with various hospital service areas, including registration, clinical care, staff behavior, treatment/advice, pharmacy services, waiting time, and hospital environment.  Results: The majority of respondents were aged 21-30 years (48.0%), with an equal sex distribution. Most were Muslims (92%), and 60% had higher secondary or graduate education. Students (32%) and housewives (28%) formed the largest occupational groups. Most patients (84%) had previously visited the hospital, predominantly in the Medicine, Surgery, and Obstetrics & Gynecology departments. Overall, patient satisfaction was high across most domains. The highest satisfaction was reported for hospital cleanliness (96% satisfied/very satisfied), doctor’s behavior (86%), and waiting time for tests/reports (80%). Moderate neutral responses were observed for registration processes and treatment/advice received (28–40%). Overall satisfaction was reported as satisfied or very satisfied by 72% of respondents.  Conclusion: Patients attending the outpatient department of Khwaja Yunus Ali Medical College Hospital expressed high levels of satisfaction, particularly regarding cleanliness, staff behavior, and service efficiency. Continuous monitoring of patient feedback and targeted improvements in registration and treatment processes are recommended to further enhance service quality and patient experience.

KYANCJ 2026; 07 (01): 6-11