Variability in Patient Satisfaction Scores with Socio-demographic Characteristics of patients at a Tertiary-care Public Hospital: A Cross-sectional Study

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.