A Cross-Sectional Study to Assess the Relationship Between Level of Patient Satisfaction and their Average Outpatient Waiting Time in a Tertiary Hospital in South Kerala

Abstract

Background: Prolonged waiting time is a major factor contributing to patient dissatisfaction in outpatient departments (OPDs). Patient satisfaction is one of the best methods to assess the effectiveness of health care delivery and quality of medical care provided to them.  Objectives: This study aimed to assess the level of patient satisfaction and determine its relationship with average OPD waiting time among patients aged 18 and above in a tertiary hospital in South Kerala. Methods: A hospital-based cross-sectional study was conducted using a validated questionnaire administered via interviews to 150 participants. Data analysis was performed using Jamovi to calculate descriptive statistics and correlation. Results: The mean age of participants was 46.9 years, with 60% being female. While 76.7% waited less than 10 minutes for registration, 32% waited more than one hour to see a doctor after registration. 80% were satisfied with their overall OPD experience and 89.3% stated that they would recommend the facility to others. Cardiology department has the highest dissatisfaction rate, with 30.0% of patients dissatisfied with the waiting time. Medicine department performed the best, with 93.3% of patients satisfied with the wait. Statistical testing indicated that overall Satisfaction was significantly associated (P < 0.05) with departments, waiting time, staff behavior, satisfaction with doctor. Conclusion: While the facility excels in clinical quality and staff behavior, which drive high overall patient satisfaction and recommendation rates, it faces significant challenges in waiting time management, particularly in the Cardiology and Orthopedics departments. Patients are generally satisfied with the people (doctors and staff) but dissatisfied with the process (waiting).