Arvind Kumar et al 22 ABSTRACT Customer satisfaction is an individual feeling of pleasure or disappointment resulting from comparing a product/service’s perceived performance or outcome in relation to his or her expectations. Outpatient department (OPD) in any hospital is considered to be a shop window of the hospitals. Our study aims to extract patient’s satisfaction through structured ques- tionnaire covering all dimensions like interpersonal manner of health service providers, accessibility, physical environ- ment, and quality of medical care. It was a cross-sectional questionnaire-based study conducted at the All India Institute of Medical Sciences (AIIMS), New Delhi, outreach OPD, over 2 years from November 2014 to February 2016 and included 402 participants. The satisfactions divided into low, medium, and high were found in 17.91, 67.66, and 14.42% respectively. Medium satisfaction was similar in almost all qualifcation and occupation groups, which could be a subject of perception. Income-wise, upper class had highest level of satisfaction. Among the fve divisions of questionnaire, accessibility to health care facility raised some concern from patient point of view, probably this being an outreach OPD. Other four factors like availability of medical resources, interpersonal manner, behavior of health care personnel, and physical environment of health care facility drew similar attention from the participants. The AIIMS outreach OPD can be taken as one of the steps in improving the outreach facility. Keywords: Outreach outpatient department, Patient satisfac- tion, Questionnaire. JRFHHA ORIGINAL ARTICLE 1,4,6-8 Assistant Professor, 2 Senior Resident, 3 Associate Professor, 5 Registrar, 9 Medical Superintendent 1,2,4,6 Department of Medicine, All India Institute of Medical Sciences, New Delhi, India 3 Department of Medicine, Institute of Medical Sciences, Banaras Hindu University, Varanasi, Uttar Pradesh, India 5 Department of Medicine, Hindu Rao Hospital, New Delhi, India 7 Department of Pediatrics, All India Institute of Medical Sciences New Delhi, India 8 Department of Orthopedics, All India Institute of Medical Sciences, New Delhi, India 9 All India Institute of Medical Sciences, Dr. R P Centre for Ophthalmic Sciences, New Delhi, India Corresponding Author: Shakti K Gupta, Medical Superintendent All India Institute of Medical Sciences, Dr. R P Centre for Ophthalmic Sciences, New Delhi, India, Phone: +919818837782 e-mail: Shakti810505@gmail.com 10.5005/jp-journals-10035-1087 Level of Satisfaction in Patients attending Government Health Facilities of AIIMS, New Delhi, Outreach Outpatient Department, Badsa, Jhajjar, Haryana, India 1 Arvind Kumar, 2 Birakta Debbarma, 3 Anup Singh, 4 Kuldeep Kumar, 5 Anupam K Singh, 6 Prayas Sethi, 7 Arvind Kumar 8 Lalit Kumar, 9 Shakti K Gupta How to cite this article: Kumar A, Debbarma B, Singh A, Kumar K, Singh AK, Sethi P, Kumar A, Kumar L, Gupta SK. Level of Satisfaction in Patients attending Government Health Facilities of AIIMS, New Delhi, Outreach Outpatient Department, Badsa, Jhajjar, Haryana, India. Int J Res Foundation Hosp Healthc Adm 2018;6(1):22-30. Source of support: Nil Confict of interest: None INTRODUCTION Customer satisfaction is an individual feeling of pleasure or disappointment resulting from comparing a product or service’s perceived performance and outcome in rela- tion to his or her expectations. The role of government in ensuring that the country’s health care system provides optimal services for its population has been greatly emphasized upon. 1 All health care providers and pro- grams in our country have an overwhelming emphasis on quantitative aspect of services delivered, which means that, in a quest to chase runaway targets, we often neglect the concept of quality of care, which is also a right of patients. 2 Outpatient department in any hospital is con- sidered to be a shop window of the hospitals. Nowadays, patients are looking for hassle-free and quick services. This demand is only possible with optimum utility of the resources through multitasking in a single-window system of the OPD. 3 Monitoring patient satisfaction has some advantages over other clinical outcome indicators. Patient satisfaction indicators remain stable over time as opposed to clinical indicators, which will be changed with technology and pace of medical progress. 4 Patient satisfaction is determined by the cultural setting of the people served. Medical care that fulfills the social and emotional needs of the patients is highly accepted. It is determined by the interplay of two factors, i.e., patient’s or client’s expectations and the real services provided. If the performance falls short of expectations, the customer is dissatisfied and if the performance matches the expec- tations, he is satisfied. In case the performance exceeds expectations, the client is highly satisfied or delighted. Patient’s satisfaction means patient’s attitudes and perceptions toward health care services. Being