• Abeera Faraz Abbasi Operative Dentistry, Rawal Institute of Health Sciences Islamabad-Pakistan
  • Noman Noor Operative Dentistry, Rawal Institute of Health Sciences Islamabad-Pakistan
  • Shazia Malik Operative Dentistry, Rawal Institute of Health Sciences Islamabad-Pakistan
  • Muhammad Farooq Kamran Operative Dentistry, Rawal Institute of Health Sciences Islamabad-Pakistan


Background: Patient satisfaction reflects the level of ease that the patient experiences having used a service. It can identify the gap between the actual experience of the services versus expected. Patients’ satisfaction has been widely used in the lay measurement of quality of health service.  The purpose of this study was to examine the structural relationships between out-patient satisfaction and service quality extent. Methods: This was a cross sectional study carried out on 196 conveniently selected patients from 5 July to 5 September 2018 at the general outpatient department of Rawal institute of Health sciences Islamabad. Parameters used to measure the satisfaction levels of the presenting patients were: ease of access, waiting time for the patients, patient–provider communication, patient–provider relationship, hospital administration, and general hospital ambiance and environment. Results: The overall satisfaction score of the patients under consideration was 74.48%. Specifically, the respondents were highly satisfied with due attention given by the doctors (80%). Around (74%) said that the presenting doctors addressed them with a very humble and polite attitude; 80% said that they would recommend this hospital to their contacts. While 56% of the patients said they had to wait for longer time for the doctor. Conclusion: This study reveals that the overall level of patients’ satisfaction with the provided services was satisfactory. Patients were highly satisfied with attention given by the presenting doctors. The only major point for dissatisfaction was the waiting time and the explanation of the procedure


Hussain A, Asif M, Jameel A, Hwang J, Sahito N, Kanwel S. Promoting OPD Patient Satisfaction Through Different Healthcare Determinants: A Study of Public Sector Hospitals. Int J Environ Res Public Health 2019;16(19):3719.

Manzoor F, Wei L, Hussain A, Asif M, Shah SIA. Patient Satisfaction with Healthcare Services; An Application of Physician’s Behaviour as a Moderator. Int J Environ Res Public Health 2019;16(18):3318.

Asif M, Jameel A, Sahito N, Hwang J, Hussain A, Manzoor F. Can Leadership Enhance Patient Satisfaction; Assessing the Role of Administrative and Medical Quality. Int J Environ Res Public Health 2019;16(17):3212.

Lapin BR, Honomichl RD, Thompson NR, Rose S, Sugano D, Udeh B, et al. Association Between Patient Experience with Patient-Reported Outcome Measurements and Overall Satisfaction with Care in Neurology. Value Health 2019;5(22):555.

Hung M, Zhang W, Chen W, Bounsanga J, Cheng C, Franklin JD, et al. Patient reported outcome and total health care expenditure in prediction of patient satisfaction: results from a national study. JMIR Public Health Surveill 2015;1(2):e13.

Javed SA, Liu S, Mahmoudi A, Nawaz M. Patients satisfaction in public and private sectors health care services quality in Pakistan: Application of grey scale decision analysis approaches. Int J Health Plan Manag 2019;34(1):e168–82.

Hussain A, Sial MS, Usman SM, Hwang J, Jiang Y, Shafiq A. What factors affect patient satisfaction in public sector Hospitals: Evidence from an emergency economy. Int J Environ Res Public Health 2019;16(6):994.

Abbasi-Moghaddam MA, Zarei E, Bagherzadeh R, Dargahi H, Farrokhi P. Evaluation of service quality from patient’s viewpoint. BMC Health Serv Res 2019;19(1):170.

Izadi A, Jahani Y, Rafiei S, Masoud A, Vali L. Evaluating Health Service Quality: Using importance performance Analysis. Int J Health Care Qual Assur 2017;30(7)656–63.

Hussain A, Asif M, Jameel A, Hwang J. Measuring OPD patient satisfaction with different service delivery aspects at Public Hospitals in Pakistan. Int J Environ Res Public Health 2019;16(13):2340.