Assessment of Patient Satisfaction in the Outpatient Department (OPD) of a Medical College Hospital in Dhaka, Bangladesh

Abstract

Background: Patient satisfaction is a major indicator of healthcare quality, yet evidence from high-volume tertiary Out Patient Departments (OPDs) in Bangladesh is limited.Objective: To assess patient satisfaction in the OPD of a tertiary medical college hospital in Dhaka. Materials and Method: A descriptive cross-sectional study was conducted from September–November 2025 among 521 OPD patients selected by systematic random sampling (every 5th patient). Data were collected using a pretested Bangla questionnaire (25 items, 7 domains; 5-point Likert scale). SPSS version 25 was used for descriptive statistics and chi-square tests (p<0.05). Results: Among 521 participants, most were 21–40 years (61.2%), female (66%), and from lower- to middle-income groups. Overall satisfaction was high: 56.8% strongly agreed they were satisfied, and 69.3% would recommend the hospital. Doctor interaction received the strongest approval (>70% strongly agreeing across items). Infrastructure showed weaker areas, particularly seating (32.2% strongly agreeing) and washroom facilities (32.6%). Education (p = .001) and income (p = .011) were significantly associated with satisfaction, while age, sex, occupation, and visit status were not. All OPD service domains showed strong associations with satisfaction (p < .001).Conclusion: High satisfaction levels were driven by strong doctor interaction and treatment clarity, while infrastructural gaps especially seating, washrooms, and delay in communication require improvement. Strengthening these areas may enhance overall patient experience and build trust in tertiary hospital services.

J Med Coll Women Hosp.2026; 22(2): 125-134