Patient Perspectives on Quality: Assessing Outpatient Services in Government-Absorbed Estate Healthcare Institutions in Kalutara District

Introduction: Quality healthcare is a cornerstone of patient satisfaction and service delivery, with outpatient departments (OPDs) serving as critical entry points to curative care.This study assesses the quality of OPD services in government-absorbed estate healthcare institutions in Kalutara District, addressing the policydriven integration of estate hospitals into the national health system.Objectives: Five objectives were explored: (1) describe the socio-demographic characteristics of patients, (2) analyse service quality using the SERQUAL model, (3) evaluate patients' expectations, (4) assess patients' perceptions, and (5) identify gaps between expectations and perceptions of service quality.Methodology: A descriptive cross-sectional study employed the SERQUAL model's five dimensions.Data were collected via pre-tested interviewer-administered questionnaires from 422 randomly selected patients (response rate: 95.5%).Statistical analysis included descriptive methods, t-tests, and ANOVA using SPSS.Results: Patients were predominantly rural, married Sinhalese males.Tangibility had the highest expectation score (5.774), while assurance scored lowest.Perception scores were highest for reliability (5.033) and lowest for tangibility (4.309).The largest gap was observed in tangibility (-1.4648).Overall service quality revealed a significant gap (-0.943). Conclusion and Recommendations:A notable disparity exists between patients' expectations and perceptions.Regular evaluation using SERQUAL is essential for improving service quality and patient satisfaction.Similar studies in other regions are recommended.