Patient satisfaction and associated factors with outpatient department service at University of Gondar comprehensive specialized referral hospital, northern Ethiopia. A cross sectional study

Abstract

Patient satisfaction is a critical metric for assessing healthcare quality, directly linked to service utilization and clinical outcomes. This study assessed the level and identified factors associated with patient satisfaction in outpatient departments (OPDs) of comprehensive specialized referral hospitals in the Amhara region, Northern Ethiopia. A facility-based cross-sectional study was conducted from February to March 2023. A systematic random sampling technique was used to select 419 participants. Data were collected through face-to-face interviews using a pre-tested, structured questionnaire. Binary logistic regression identified factors associated with satisfaction. The overall patient satisfaction level was 47.8%. Multivariable analysis identified four factors significantly associated with higher satisfaction: availability of adequate medicines (AOR: 2.47; 95% CI: 1.13–5.39), ease of finding OPD locations (AOR: 1.44; 95% CI: 1.03–3.50), a welcoming attitude from registration staff (AOR: 4.14; 95% CI: 1.18–9.56), and punctuality of registration staff (AOR: 2.87; 95% CI: 1.16–7.14). Patient satisfaction was low. Interventions targeting drug availability, hospital navigability, and the professionalism of frontline registration staff are crucial for improving the patient experience.