Impact of Patient Flow on Satisfaction of Care at the Outpatient Department at University Teaching Hospital of Butare (CHUB): A Cross-Sectional Study

Purpose: Patient satisfaction is important for assessing the efficiency of healthcare services provided to clients. When people visit healthcare institutions, they strongly desire high-quality care. Unsatisfying anticipated requirements and expectations may result in dissatisfaction. This study aimed to determine the impact of patient flow on satisfaction of care at outpatient departments of the University Teaching Hospital of Butare (CHUB). Methodology: A cross-sectional study was conducted at CHUB, with 779 outpatients. Surveys were used to obtain information regarding patient characteristics, waiting time, and level of satisfaction. Findings: The overall patient satisfaction rate was 81%. Satisfaction levels varied significantly across different outpatient departments, with the Maternity department having the highest satisfaction rate at 90% and the Surgery department t with the lowest at 78%. There was a significant association between the total time spent on services and patient satisfaction (p = 0.001). Specifically, an increase in the time spent in services by 1% was associated with a decrease in patient satisfaction (B = -0.002, 95% CI [-0.003, -0.001]). Unique Contribution to Theory, Practice and Policy: The analysis found that Overall, client satisfaction was high. Addressing patient flow issues, such as high wait times, lack of medecine in pharmacy and lack of orientation, to greatly increase patient satisfaction in CHUB outpatient departments, to improve care quality, targeted interventions, such as appointment systems, additional personnel, and improved customer service should be implemented.