Clients’ Satisfaction with Health Services in the Consultation Clinics at Al-Hassan Al-Mujtaba Teaching Hospital in Karbala

Abstract

Background: Client satisfaction is a key indicator of how well healthcare services meet patients’ needs and expectations. As the first point of contact, outpatient departments significantly influence the overall patient experience. This study assesses client satisfaction with outpatient services at Al-Hassan Al-Mujtaba Teaching Hospital in Karbala, Iraq, offering insight into the perceived quality of care.

Methods: A cross-sectional study of 380 clients was conducted at Al-Hassan Al-Mujtaba Teaching Hospital using a structured questionnaire. Satisfaction was measured via 18 Likert-scale items. Data were analyzed with SPSS software using descriptive and non-parametric tests due to non-normal distribution.

Results: The overall client satisfaction rate was 81.16%, with a 95% confidence interval ranging from 79.96% to 82.37%. The majority of clients utilized direct access to consultation clinics rather than entering through referrals. Satisfaction was notably higher among male clients aged 35–54, especially those with primary education, belonging to the middle socioeconomic group, and who were unemployed or self-employed. Cleanliness of the hospital received the highest satisfaction score (93.6%), whereas the lowest score was associated with the waiting time for diagnostic tests (63.2%).

Conclusions: Most clients attending the hospital’s consultation clinics reported satisfaction with the services provided. Key factors influencing outpatient satisfaction included demographic characteristics, hygiene standards, and waiting times. To address these areas, hospital management could increase staffing during peak hours and implement digital systems for test result delivery. The findings highlight the need to reduce diagnostic delays and improve referral efficiency to boost client satisfaction.