To assess patient satisfaction and identify associated factors in plastic and hand reconstructive surgery at ALERT Comprehensive Specialised Hospital in Addis Ababa, Ethiopia.

A hospital-based cross-sectional study was conducted from February to March 2023 using a structured questionnaire that incorporated the Patient Satisfaction Questionnaire Short Form and the Outpatient Assessment of healthcare scales. Patient satisfaction was measured using a five-point Likert scale. Descriptive statistics and multivariable logistic regression were employed using Stata V.17.

ALERT Comprehensive Specialised Hospital, Addis Ababa, Ethiopia.

A total of 391 systematically selected adult patients attended the plastic and hand reconstructive surgery outpatient departments.

Overall patient satisfaction and factors influencing satisfaction with surgical services.

Of the 379 respondents (response rate 96.9%), 51.2% were male. The overall patient satisfaction rate was 75.7%. However, 78.6% experienced long waiting times (mean: 2 hours 15 min), 84.4% reported inadequate information provision, and 90.3% indicated that medical care was unaffordable. Significant factors associated with higher satisfaction included age 30–39 years (AOR=2.7; 95% CI 1.09 to 6.83), having laboratory tests ordered (AOR=2.03; 95% CI 1.03 to 4.03) and X-ray/ultrasound imaging (AOR=2.20; 95% CI 1.19 to 4.06). Patients who received care free of charge were less likely to be satisfied compared with those paying out of pocket (AOR=0.23; 95% CI 0.07 to 0.82).

Although overall satisfaction was moderately high, significant dissatisfaction was reported regarding service accessibility, waiting times, communication and affordability. Targeted interventions in these areas are recommended to improve patient-centred care.