A Descriptive Cross-Sectional Study on Patient Satisfaction with Healthcare Services Provided in the Outpatient Department of a Tertiary Care Hospital, Lahore

Abstract

Objective: To assess patient satisfaction with key aspects of outpatient healthcare services, including patientphysician interaction, communication, service availability, treatment explanation, waiting time, cost of care, and to identify factors influencing patients' satisfaction levels at a tertiary care hospital.
Study Design: Descriptive cross-sectional study.
Place and Duration of Study: The study was conducted at the Medical Outpatient Department (OPD) of Ghurki
Trust Teaching Hospital, Lahore, Pakistan from August 2024 to January 2025.
Methods: A total of 125 patients were selected through non-probability convenience sampling. Data were
collected using the modified Short Assessment of Patient Satisfaction (SAPS) questionnaire, comprising
demographic information and seven satisfaction domains measured on a 5-point Likert scale. Statistical
analysis was performed using SPSS version 22, and independent-samples t-tests were used to assess
associations between demographic factors and patient satisfaction levels, with significance set at P ≤ 0.05.
Results: Among 125 participants, 80 (64%) were female. The mean age of participants was 42.03±15.93 years.
Overall, patients expressed a high level of satisfaction with outpatient services, with a mean total satisfaction
score of 28.93 ± 2.67 out of 35. The highest satisfaction was reported in physician communication and
thoroughness of examination, with 96 (77%) patients stating they were highly satisfied. The employed
participants displayed a higher level of satisfaction with treatment (P=0.048) and healthcare provided
(P=0.018) as compared to the unemployed respondents.
Conclusion: Patients were generally satisfied with the outpatient services provided, in terms of physicianpatient
interaction and respectful treatment. Continued focus on maintaining quality standards and addressing
operational challenges can further enhance service delivery.

How to cite this: Ali H, Daud S. A Descriptive Cross-Sectional Study on Patient Satisfaction with Healthcare Services Provided in the Outpatient Department of a Tertiary Care Hospital, Lahore. Life and Science. 2025; 6(4): 437-447. doi:
http://doi.org/10.37185/LnS.1.1.976