Higher perceived credibility, courtesy and competence of health staff not only increase the service utilization but also the desired health outcomes. To assess patients’ perspective on these three aspects, a descriptive cross-sectional study was conducted among patients seeking care at the out-patient department (OPD) in District General Hospital, Kegalle, Sri Lanka. A pretested interviewer administered structured questionnaire was used to assess expected and perceived level of competence, credibility and courtesy of OPD staff. Response rate was 93.2% (n=358). Median age of the respondents was 40 (IQR=20) years. Majority were females. Nearly half were educated up to A/Level. More than 70% of the patients expected the OPD staff should be competent, credible and courteous. However, only 30.7% of the patients perceived that OPD staff were competent. Only 24.5% of patients perceived the service they received was credible. Only 24.9% experienced ‘courtesy’ in their visit. Many patients were unable to decide their level of perception. It was concluded that the perceived credibility, courtesy and competence of OPD staff were lower than patients’ expectations. The study recommended improving technical and soft skills of OPD staff as well as empowering patients regarding competence, credibility and courtesy in OPD setting.