Background: Patient satisfaction is considered as one of the desired outcomes of health care and a significant indicator of the health care quality. It is directly related to the utilization of health services. There are many factors which have an impact on patient satisfaction and its knowledge provides the necessary information for designing and implementing programs to satisfy patients. Other industries have been paying attention to customer satisfaction for years. “Health care is the only industry that for years has left the customer out of it. To ignore the customer’s desires is not living with reality”

Objectives: The purpose is to study the satisfaction level of patients regarding various services provided in a tertiary care hospital and find the lacunas.

Methods: A descriptive cross-sectional study was conducted among patients attending the outpatient department of a Tertiary Care Hospital. The study was conducted over a span of 3 months. A preformed pre-structured questionnaire was prepared and face to face interview was done regarding various clinical and support services.

Result: A total of 514 persons were interviewed. The overall satisfaction level was very high (93.2%). Waiting time is reasonable on most of the accounts and most of the patients were satisfied with the behaviour and services provided by the health staff and doctors.

Conclusion: The study emphasising the fact that the service by the Government tertiary care hospital is overall of good quality. Assessing satisfaction of patients is a simple and cost effective way for assessment of hospital services. It provides the opportunity for organization managers and policy makers to yield a better understanding of patient views and perceptions, and the extent of their involvement in improving the quality of care and services

Keywords: Patient Satisfaction, Waiting time, Cleanliness. Health care services.

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Dr Lalit Sankhe

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