OPD WAITING TIME AND PATIENT SATISFACTION IN A TERTIARY CARE TEACHING HOSPITAL: A CROSSSECTIONAL QUALITY AUDIT FROM INDIA

Background: Outpatient departments in tertiary care hospitals face significant operational and patient flow challenges. This audit examines the relationship between OPD waiting time and patient satisfaction — not as an abstract quality metric, but as a practical question that shapes whether patients return. Methods: Approximately 300 patients were surveyed across fifteen anonymised OPD departments at a tertiary care teaching hospital in India during early 2026, using a structured questionnaire covering demographics, eleven service quality items on a Likert scale, and an overall satisfaction rating. Data were analysed using frequency analysis, mean scores, Pearson correlation, chi-square testing, factor analysis, and cluster analysis. Findings: Overall satisfaction on the 5.00-point scale was 4.02. A statistically significant negative relationship was found between waiting time and satisfaction level (p < 0.05). Patients consistently rated availability of drinking water, restrooms, and ventilation as inadequate. Physician communication was highly rated across all departments. Conclusions: Clinical quality in this OPD performs well. The gap lies in the physical environment and basic amenities. These are addressable problems, and this paper documents what was found and what needs to change.