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Customer satisfaction is an individual feeling of pleasure or disappointment resulting from comparing a product/service’s perceived performance or outcome in relation to his or her expectations. Outpatient department (OPD) in any hospital is considered to be a shop window of the hospitals. Our study aims to extract patient’s satisfaction through structured questionnaire covering all dimensions like interpersonal manner of health service providers, accessibility, physical environment, and quality of medical care. It was a cross-sectional questionnaire-based study conducted at the All India Institute of Medical Sciences (AIIMS), New Delhi, outreach OPD, over 2 years from November 2014 to February 2016 and included 402 participants. The satisfactions divided into low, medium, and high were found in 17.91, 67.66, and 14.42% respectively. Medium satisfaction was similar in almost all qualification and occupation groups, which could be a subject of perception. Income-wise, upper class had highest level of satisfaction. Among the five divisions of questionnaire, accessibility to health care facility raised some concern from patient point of view, probably this being an outreach OPD. Other four factors like availability of medical resources, interpersonal manner, behavior of health care personnel, and physical environment of health care facility drew similar attention from the participants. The AIIMS outreach OPD can be taken as one of the steps in improving the outreach facility.

international journal of research foundation of hospital and healthcare administration

Level of Satisfaction in Patients attending Government Health Facilities of AIIMS, New Delhi, Outreach Outpatient Department, Badsa, Jhajjar, Haryana, India