ASSESSMENT OF PATIENT SATISFACTION WITH HEALTHCARE SERVICES IN OUTPATIENT DEPARTMENT (OPD) AT DISTRICT HEAD QUARTER HOSPITAL PARACHINAR DISTRICT KURRAM

Abstract

Background: Patient satisfaction is a key indicator of healthcare quality and reflects patients’ experiences and perceptions of healthcare services. The Outpatient Department (OPD) serves as the primary point of contact between patients and healthcare providers and plays a crucial role in shaping overall healthcare experiences. In public-sector hospitals, factors such as waiting time, communication, staff behavior, and availability of medicines significantly influence patient satisfaction. Regular assessment of patient satisfaction is therefore essential for identifying service gaps and improving healthcare quality. Objective: To assess the level of patient satisfaction with healthcare services provided in the Outpatient Department (OPD) of DHQ Hospital Parachinar, District Kurram. Materials and Methods: A hospital-based cross-sectional study was conducted in the OPD of DHQ Hospital Parachinar, District Kurram, from December 2025 to March 2026. A total of 132 patients were selected using a non-probability convenience sampling technique. Data were collected through a structured questionnaire assessing socio-demographic characteristics, waiting time, consultation quality, doctor–patient communication, staff behavior, availability of medicines, and overall satisfaction. Patients aged 18 years and above who provided informed consent were included. Data were analyzed using SPSS version 22 and presented as frequencies and percentages. Results: Among the 132 participants, males and females were equally represented (50.0% each). Most respondents belonged to rural areas (78.03%) and were illiterate (57.58%). More than half of the participants (54.55%) waited less than 30 minutes before consultation, while 63.64% were satisfied with the waiting time. Satisfaction with doctor communication, consultation, and staff behavior was generally high. However, 82.58% of respondents reported that prescribed medicines were not available in the hospital pharmacy and all patients purchased medicines from outside. Overall, 56.06% of participants were satisfied with OPD services, and 96.21% stated that they would recommend DHQ Hospital Parachinar to others. Conclusion: Patient satisfaction with OPD services at DHQ Hospital Parachinar was generally satisfactory, particularly regarding doctor communication and staff cooperation. However, medicine availability, hospital cleanliness, and service efficiency remain important areas for improvement. Continuous monitoring of patient satisfaction and targeted quality improvement measures are recommended to strengthen patient-centered healthcare services and enhance healthcare delivery at the district level.