Assessment of Patient Satisfaction in Outpatient Department of PHCs in a Surendranagar District: A Cross-Sectional Study

Introduction: The Bhore Committee (1946) proposed the Primary Health Centre (PHC) as the fundamental unit of the public health system, providing comprehensive care to rural populations, focusing on preventive and promotive aspects. PHC services should be comprehensive, accessible, acceptable, community-driven, and affordable. Patient satisfaction reflects their experience and attitude toward the quality of services provided. Objective: To assess the level of patient satisfaction with various quality-related parameters of outpatient department (OPD) at PHCs and to identify factors influencing satisfaction. Methods: A cross-sectional survey was conducted from March to August 2023 among adult patients (aged 18 and above) attending the OPD of selected PHCs in Surendranagar District, Gujarat. Twenty PHCs were selected through simple random sampling (2 from each of the 10 talukas), and 10 patients per PHC were enrolled via convenience sampling. Patients with emergency conditions, chronic illnesses, or serious health issues were excluded. Data were collected using a pre-tested, semi-structured questionnaire, and analysed using Microsoft Excel and SPSS version 26. Results: Overall, 81% (162) of patients were satisfied with their PHC visit. Key issues reported included unavailability of doctors (68%, 22), essential medicines (74%, 20), and drinking water (89%, 9). About 16.5% (33) faced difficulty reaching the PHC. Suggestions included ensuring drug availability (47.5%, 95), posting specialist doctors (30.5%, 61), and providing ambulance services (23.5%, 47). Conclusion: The study indicates high patient satisfaction with PHC services but highlights gaps in transportation, availability of doctors and medicines, and access to drinking water and ambulance services.