Abstract:

Background: Outpatient Departments (OPDs) serve as the primary access point for ambulatory healthcare delivery globally. Patient satisfaction with OPD services is a critical indicator of healthcare quality, service delivery efficiency, and patient-centred care. However, satisfaction levels vary significantly across different healthcare settings and regions, necessitating a comprehensive review of current evidence.

Objective: This systematic review aimed to synthesise evidence on patient satisfaction and perceptions regarding outpatient department services, identify key determinants of satisfaction, and recommend strategies for improving OPD service delivery and patient experiences.

Methods: A systematic review of published studies examining patient satisfaction and perceptions in OPDs was conducted. Studies were selected based on predefined inclusion criteria focusing on cross-sectional and observational studies examining patient satisfaction dimensions in hospital outpatient departments. Data extraction included study characteristics, methodologies, sample sizes, satisfaction outcomes, and identified determinants of patient satisfaction.

Key Findings: Across included studies (n=3 main studies analysed), overall patient satisfaction with OPD services ranged from 66.45% to 80.9%. Critical determinants of satisfaction included: (1) clinical staff behaviour and doctor-patient communication (positive predictor); (2) waiting times (negative predictor); (3) facility cleanliness and infrastructure; (4) availability of essential medicines; and (5) administrative efficiency. Significant dissatisfaction was observed regarding waiting times, hygiene conditions, toilet facilities, and healthcare costs.

Conclusions: Patient satisfaction in OPDs is influenced by multifactorial determinants encompassing clinical, administrative, and infrastructural elements. Enhancing communication quality, reducing waiting times, improving facility infrastructure, and ensuring cleanliness are critical interventions for improving patient satisfaction. Healthcare administrators and policymakers must prioritise patient-centred approaches to strengthen OPD service delivery and operational efficiency.

Keywords:

Patient satisfaction, outpatient department, healthcare quality, patient perceptions, service delivery, hospital administration

Aim/Objectives

Methods