Variability in Patient Satisfaction Scores with Socio-demographic Characteristics of patients at a Tertiary-care Public Hospital: A Cross-sectional Study
Dinesh Kumar *
Department of Community Medicine, Government Medical College and Hospital, Chandigarh, India.
Naveen K. Goel
Department of Community Medicine, Government Medical College and Hospital, Chandigarh, India.
Deepak Sharma
Department of Community Medicine, Government Medical College and Hospital, Chandigarh, India.
*Author to whom correspondence should be addressed.
Abstract
Aim: The present study evaluates patient satisfaction using the Patient Satisfaction Questionnaire Short Form (PSQ-18) and examines its variation according to selected socio-demographic characteristics among patients attending a tertiary-care government hospital in Northern India. Study Design: A cross-sectional study was conducted among patients attending outpatient departments (OPDs).
Place and Duration of Study: The study was conducted at a tertiary-care government hospital in Chandigarh, India, from April to December 2025.
Methodology: Systematic random sampling was used for exit interviews across 21 OPDs. A total of 1,069 respondents were included. Patient satisfaction was assessed using the validated 18-item PSQ-18, comprising seven domains: general satisfaction, technical quality, interpersonal manner, communication, financial aspects, time spent with doctors, and accessibility/convenience. Satisfaction rates were compared using the normal test of proportions, while one-way analysis of variance was used to assess differences in PSQ-18 domain scores across socio-demographic groups.
Results: Of the 1,069 respondents, 573 (53.6%) were female and 496 (46.4%) were male. Overall satisfaction with healthcare services was reported by 758 (70.9%) respondents, while satisfaction with doctors was 92.6%. Long waiting time was the most frequently reported worst experience (75.4%). The highest PSQ-18 mean score was for time spent with doctors (3.34±0.64), followed by communication (3.02±0.49) and technical quality (2.95±0.43). Accessibility and convenience had the lowest mean score (2.64±0.44). No statistically significant differences were observed across most PSQ-18 domains by age or gender. Socioeconomic status was significantly associated with interpersonal relations/manners (P=0.014) and communication (P=0.012). Place of residence was significantly associated with accessibility and convenience (P=0.022).
Conclusion: Patient satisfaction was multidimensional, with relatively higher satisfaction regarding doctor-related interactions and lower satisfaction concerning accessibility and convenience. Socio-demographic characteristics showed selective associations with specific satisfaction domains. Improving accessibility, reducing waiting times, and strengthening administrative and infrastructural services may help address the identified areas of concern.
Keywords: Outpatient department (OPD), patient satisfaction, patient satisfaction scores (PSQs), tertiary care hospital, socio-demographic characteristics, quality of patient care