{"id":"https://openalex.org/W7224737363","doi":"https://doi.org/10.18203/2394-6040.ijcmph20264114","title":"Patient perspectives and satisfaction with outpatient healthcare services at a tertiary-care public hospital in Chandigarh, India: a cross-sectional study","display_name":"Patient perspectives and satisfaction with outpatient healthcare services at a tertiary-care public hospital in Chandigarh, India: a cross-sectional study","publication_year":2026,"publication_date":"2026-10-30","ids":{"openalex":"https://openalex.org/W7224737363","doi":"https://doi.org/10.18203/2394-6040.ijcmph20264114"},"language":"en","primary_location":{"id":"doi:10.18203/2394-6040.ijcmph20264114","doi":"https://doi.org/10.18203/2394-6040.ijcmph20264114","is_oa":true,"landing_page_url":"https://doi.org/10.18203/2394-6040.ijcmph20264114","pdf_url":"https://www.ijcmph.com/index.php/ijcmph/article/download/16684/9863","source":{"id":"https://openalex.org/S2764876480","display_name":"International Journal of Community Medicine and Public Health","issn_l":"2394-6032","issn":["2394-6032","2394-6040"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4322697004","host_organization_name":"Medip Academy","host_organization_lineage":["https://openalex.org/P4322697004"],"host_organization_lineage_names":["Medip Academy"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal Of Community Medicine And Public Health","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.ijcmph.com/index.php/ijcmph/article/download/16684/9863","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5148776038","display_name":"Dinesh Kumar","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210098996","display_name":"Government Medical College and Hospital","ror":"https://ror.org/010gbda42","country_code":"IN","type":"healthcare","lineage":["https://openalex.org/I4210098996"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Dinesh Kumar","raw_affiliation_strings":["Department of Community Medicine, Government Medical College and Hospital, Chandigarh, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Community Medicine, Government Medical College and Hospital, Chandigarh, India","institution_ids":["https://openalex.org/I4210098996"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5102998871","display_name":"Naveen Krishan Goel","orcid":"https://orcid.org/0000-0003-1551-9692","observed_orcids":["https://orcid.org/0000-0003-1551-9692","https://orcid.org/0000-0003-1826-6512"]},"institutions":[{"id":"https://openalex.org/I4210098996","display_name":"Government Medical College and Hospital","ror":"https://ror.org/010gbda42","country_code":"IN","type":"healthcare","lineage":["https://openalex.org/I4210098996"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Naveen K. Goel","raw_affiliation_strings":["Department of Community Medicine, Government Medical College and Hospital, Chandigarh, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Community Medicine, Government Medical College and Hospital, Chandigarh, India","institution_ids":["https://openalex.org/I4210098996"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101599374","display_name":"Deepak Sharma","orcid":"https://orcid.org/0000-0002-4039-1953","observed_orcids":["https://orcid.org/0000-0002-4039-1953"]},"institutions":[{"id":"https://openalex.org/I4210098996","display_name":"Government Medical College and Hospital","ror":"https://ror.org/010gbda42","country_code":"IN","type":"healthcare","lineage":["https://openalex.org/I4210098996"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Deepak Sharma","raw_affiliation_strings":["Department of Community Medicine, Government Medical College and Hospital, Chandigarh, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Community Medicine, Government Medical College and Hospital, Chandigarh, India","institution_ids":["https://openalex.org/I4210098996"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4210098996"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.8608769,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"13","issue":"11","first_page":"6807","last_page":"6814"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":1.0,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":1.0,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T12871","display_name":"Healthcare Quality and Management","score":0.0,"subfield":{"id":"https://openalex.org/subfields/2739","display_name":"Public Health, Environmental and Occupational Health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/patient-satisfaction","display_name":"patient satisfaction","score":1.0},{"id":"https://openalex.org/keywords/outpatient-clinics","display_name":"outpatient clinics","score":0.8169999718666077},{"id":"https://openalex.org/keywords/patient-perspectives","display_name":"patient perspectives","score":0.7649999856948853},{"id":"https://openalex.org/keywords/waiting-time","display_name":"waiting time","score":0.6919999718666077},{"id":"https://openalex.org/keywords/hospital-overcrowding","display_name":"hospital overcrowding","score":0.843999981880188},{"id":"https://openalex.org/keywords/patient-experience","display_name":"patient experience","score":0.5389999747276306},{"id":"https://openalex.org/keywords/doctor-patient-interaction","display_name":"doctor-patient interaction","score":0.640999972820282},{"id":"https://openalex.org/keywords/quality-of-care","display_name":"quality of care","score":0.7599999904632568},{"id":"https://openalex.org/keywords/public-hospitals","display_name":"public hospitals","score":0.5019999742507935},{"id":"https://openalex.org/keywords/tertiary-care","display_name":"tertiary care","score":0.5090000033378601},{"id":"https://openalex.org/keywords/hospital-service-improvement","display_name":"hospital service improvement","score":0.36500000953674316}],"concepts":[{"id":"https://openalex.org/C2778872837","wikidata":"https://www.wikidata.org/wiki/Q7113614","display_name":"Overcrowding","level":2,"score":0.9351999759674072},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.6948999762535095},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.6751999855041504},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.5774000287055969},{"id":"https://openalex.org/C2775860198","wikidata":"https://www.wikidata.org/wiki/Q7257872","display_name":"Public hospital","level":2,"score":0.5745999813079834},{"id":"https://openalex.org/C149333683","wikidata":"https://www.wikidata.org/wiki/Q5189188","display_name":"Crowding","level":2,"score":0.574400007724762},{"id":"https://openalex.org/C512399662","wikidata":"https://www.wikidata.org/wiki/Q3505712","display_name":"Family medicine","level":1,"score":0.5331000089645386},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.5159000158309937},{"id":"https://openalex.org/C545542383","wikidata":"https://www.wikidata.org/wiki/Q2751242","display_name":"Medical emergency","level":1,"score":0.4758000075817108},{"id":"https://openalex.org/C68387754","wikidata":"https://www.wikidata.org/wiki/Q7271585","display_name":"Schedule","level":2,"score":0.47119998931884766},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.44679999351501465},{"id":"https://openalex.org/C3020110884","wikidata":"https://www.wikidata.org/wiki/Q695416","display_name":"Outpatient clinic","level":2,"score":0.4361000061035156},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.43479999899864197},{"id":"https://openalex.org/C138816342","wikidata":"https://www.wikidata.org/wiki/Q189603","display_name":"Public health","level":2,"score":0.39879998564720154},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.38659998774528503},{"id":"https://openalex.org/C3018279614","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Healthcare service","level":3,"score":0.3806999921798706},{"id":"https://openalex.org/C2989236134","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Patient care","level":2,"score":0.36399999260902405},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.36309999227523804},{"id":"https://openalex.org/C2777896191","wikidata":"https://www.wikidata.org/wiki/Q22907655","display_name":"Patient experience","level":3,"score":0.3391999900341034},{"id":"https://openalex.org/C124306116","wikidata":"https://www.wikidata.org/wiki/Q2512965","display_name":"Ambulatory care","level":3,"score":0.3222000002861023},{"id":"https://openalex.org/C24845683","wikidata":"https://www.wikidata.org/wiki/Q178651","display_name":"Interview","level":2,"score":0.30970001220703125},{"id":"https://openalex.org/C2993624421","wikidata":"https://www.wikidata.org/wiki/Q16917","display_name":"Hospital care","level":3,"score":0.3059999942779541},{"id":"https://openalex.org/C2986740045","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health services","level":3,"score":0.28450000286102295},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.275299996137619},{"id":"https://openalex.org/C137992405","wikidata":"https://www.wikidata.org/wiki/Q1137608","display_name":"Health administration","level":3,"score":0.2680000066757202},{"id":"https://openalex.org/C71405471","wikidata":"https://www.wikidata.org/wiki/Q757012","display_name":"Quality management","level":3,"score":0.265500009059906},{"id":"https://openalex.org/C2988250419","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Consumer satisfaction","level":2,"score":0.2596000134944916},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.2549000084400177}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.18203/2394-6040.ijcmph20264114","doi":"https://doi.org/10.18203/2394-6040.ijcmph20264114","is_oa":true,"landing_page_url":"https://doi.org/10.18203/2394-6040.ijcmph20264114","pdf_url":"https://www.ijcmph.com/index.php/ijcmph/article/download/16684/9863","source":{"id":"https://openalex.org/S2764876480","display_name":"International Journal of Community Medicine and Public Health","issn_l":"2394-6032","issn":["2394-6032","2394-6040"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4322697004","host_organization_name":"Medip Academy","host_organization_lineage":["https://openalex.org/P4322697004"],"host_organization_lineage_names":["Medip Academy"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal Of Community Medicine And Public Health","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.18203/2394-6040.ijcmph20264114","doi":"https://doi.org/10.18203/2394-6040.ijcmph20264114","is_oa":true,"landing_page_url":"https://doi.org/10.18203/2394-6040.ijcmph20264114","pdf_url":"https://www.ijcmph.com/index.php/ijcmph/article/download/16684/9863","source":{"id":"https://openalex.org/S2764876480","display_name":"International Journal of Community Medicine and Public Health","issn_l":"2394-6032","issn":["2394-6032","2394-6040"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4322697004","host_organization_name":"Medip Academy","host_organization_lineage":["https://openalex.org/P4322697004"],"host_organization_lineage_names":["Medip Academy"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal Of Community Medicine And Public Health","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.9907000064849854,"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320320719","display_name":"Department of Science and Technology, Ministry of Science and Technology, India","ror":"https://ror.org/0101xrq71"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7224737363.pdf","grobid_xml":"https://content.openalex.org/works/W7224737363.grobid-xml"},"referenced_works_count":13,"referenced_works":["https://openalex.org/W2051739027","https://openalex.org/W2135298472","https://openalex.org/W2145806829","https://openalex.org/W2492290607","https://openalex.org/W2598303103","https://openalex.org/W2606319925","https://openalex.org/W2618842185","https://openalex.org/W2790452664","https://openalex.org/W2792973021","https://openalex.org/W2802203356","https://openalex.org/W2809903523","https://openalex.org/W3197136614","https://openalex.org/W4283688847"],"related_works":["https://openalex.org/W2888551527","https://openalex.org/W2187072344","https://openalex.org/W3200442699","https://openalex.org/W3208738873","https://openalex.org/W4313728899","https://openalex.org/W7221002540","https://openalex.org/W4400006825","https://openalex.org/W7170392109","https://openalex.org/W4389189964","https://openalex.org/W2923887623"],"abstract_inverted_index":{"Background:":[0],"Patient":[1],"satisfaction":[2,35,222],"is":[3,230],"an":[4],"important":[5,231],"indicator":[6],"of":[7,13,69,117,174],"the":[8,154,177,198,217],"quality,":[9],"effectiveness,":[10],"and":[11,24,34,42,112,123,141,148,236,247],"patient-centeredness":[12],"healthcare":[14,40,135],"services.":[15],"Assessing":[16],"patients\u2019":[17,32],"perspectives":[18,33],"can":[19],"help":[20],"identify":[21],"service":[22],"gaps":[23],"guide":[25],"quality":[26,186],"improvement.":[27],"Objective":[28],"was":[29,63,176,223],"to":[30,43,78,84,97,201,207,211,232],"assess":[31],"with":[36,133],"outpatient":[37],"department":[38],"(OPD)":[39],"services":[41,200],"explore":[44],"their":[45,87],"suggestions":[46],"for":[47],"improving":[48],"patient":[49,105,187,221,227],"care":[50,188],"at":[51,162],"a":[52,70,92,212],"tertiary-care":[53,71],"public":[54],"hospital":[55,73],"in":[56,74],"Chandigarh,":[57],"India.":[58],"Methods:":[59],"A":[60,115],"cross-sectional":[61],"study":[62],"conducted":[64],"among":[65],"patients":[66],"attending":[67],"OPDs":[68],"government":[72],"Chandigarh":[75],"from":[76],"April":[77],"December":[79],"2025.":[80],"Patients":[81],"who":[82],"consented":[83],"participate":[85],"or":[86],"attendants":[88],"were":[89,126,131,138,143,153],"interviewed":[90],"using":[91],"self-designed":[93],"semi-structured":[94],"interview":[95],"schedule":[96],"collect":[98],"information":[99],"on":[100],"socio-demographic":[101],"characteristics,":[102],"waiting":[103,150,237,240],"time,":[104],"experiences,":[106],"satisfaction,":[107,228],"problems":[108],"encountered,":[109],"staff":[110],"behaviour,":[111],"suggestions.":[113],"Results:":[114],"total":[116],"1069":[118],"respondents":[119,130,192],"including":[120],"53.6%":[121],"females":[122],"46.4%":[124],"males":[125],"interviewed.":[127],"Overall,":[128,159],"70.9%":[129],"satisfied":[132],"OPD":[134,214],"services,":[136,246],"16.6%":[137],"less":[139],"satisfied,":[140],"12.5%":[142],"not":[144],"satisfied.":[145],"Overcrowding":[146],"(53.8%)":[147],"long":[149],"time":[151],"(49.0%)":[152],"most":[155,178],"frequently":[156],"reported":[157,161,169,180,193],"problems.":[158],"72.8%":[160],"least":[163],"one":[164],"undesired":[165],"experience,":[166,215],"whereas":[167],"80.4%":[168],"positive":[170,181],"experiences.":[171],"Good":[172],"behaviour":[173],"doctors":[175],"commonly":[179],"experience":[182],"(29.8%),":[183],"followed":[184],"by":[185],"(14.4%).":[189],"Importantly,":[190],"85.8%":[191],"that":[194,219],"they":[195],"would":[196],"recommend":[197],"hospital\u2019s":[199],"others.":[202],"Conclusions:":[203],"System-level":[204],"limitations":[205],"continue":[206],"be":[208],"significant":[209],"obstacles":[210],"better":[213],"despite":[216],"fact":[218],"overall":[220],"encouraging.":[224],"To":[225],"maintain":[226],"it":[229],"prioritize":[233],"reducing":[234],"crowding":[235],"times,":[238],"enhancing":[239],"places,":[241],"parking,":[242],"medicine":[243],"availability,":[244],"diagnostic":[245],"organizational":[248],"management.":[249]},"counts_by_year":[],"updated_date":"2026-11-06T12:05:46.655746","created_date":"2026-10-31T00:00:00"}