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Original Research | Management | Volume 15 Issue 7, July 2026 | Pages: 1794 - 1802 | India
Patient Satisfaction in Outpatient Department Services and Its Impact on Healthcare Delivery: A Study at Lovee Shubh Hospital Pvt. Ltd., Lucknow, India
Abstract: Background: It has been realized that patient satisfaction is an essential factor that measures quality of healthcare and performance of organization. Through this patient survey in outpatient clinics (OPDs) it was understood and realized that patient perceptions of service quality communication waiting time, staff behaviour, and hospital environment all have an effect on health outcomes as well as a hospital's reputation. Understanding these aspects will assist hospitals to apply research-based methods for improvement of quality of services provided to healthcare facilities. Objective: This research paper was meant to evaluate the level of satisfaction of the outpatient visitors at Lovee Shubh Hospital, Pvt. Ltd. in Lucknow and further discover the main factors determining the satisfaction level of the patients as well as the quality of the services being offered to them. Methods: A descriptive cross-sectional study making use of a mixed-method research approach was done on 200 people in the OPD department selected with stratified random sampling. Through a standardized questionnaire, primary data were gathered on their age sex waiting, doctor consultation, staff behaviour, cleanliness, and overall feelings of satisfaction. Also, background information was collected from published sources of information and records of patients in the hospital. Statistical analysis involved the use of descriptive statistics percentages charts, and chi-square test was employed to establish the relationships between the characteristics of respondents and levels of satisfaction of patients at the medical facility. Results: Overall, patientwith service at Outpatient Departments (OPCs) was very high.Doctor-Patient relationship was the aspect that was appreciated the most by the patients at 23.0% followed by Staff Conduct at 21.6%, Registration (20.3%), Cleanliness (18.9%), Waiting Time (16.2%). A majority of the respondents approximately 87% of them, were very happy with healthcare services they had received. Most (60%) of those surveyed were found to have had a waiting time shorter than twenty minutes while younger people were Quite a bit more satisfied than older people. Communication skills, staff proficiency, cleanliness of the clinic premises, availability, and quick delivery of services were the top contributing aspects to patient. Conclusion: It has become evident that patientis shaped by factors both related and unrelated to the provision of medical services. Monitoring of patients' experiences regularly, communication skills improvement between patients and providers, lessening waiting time, training for staff and the adoption of practices that are more patient-focused would result in substantial improvement of the quality of service in the Outpatient Departments of the medical facility and So help to achieve better organizational performance. Healthcare managers should involve regular patients' views as their source of information for quality improvement so that they can improve patient satisfaction, loyalty, and health outcomes.
Keywords: Patient Satisfaction, Outpatient Department, Healthcare Quality, Hospital Management, Service Quality, Patient-Centred Care, Lucknow
How to Cite?: Usha Ray, Dr. Saurav Bhowmik, "Patient Satisfaction in Outpatient Department Services and Its Impact on Healthcare Delivery: A Study at Lovee Shubh Hospital Pvt. Ltd., Lucknow, India", Volume 15 Issue 7, July 2026, International Journal of Science and Research (IJSR), Pages: 1794-1802, https://www.ijsr.net/getabstract.php?paperid=SR26721150150, DOI: https://dx.doi.org/10.21275/SR26721150150