Customer Satisfaction Survey With Clinical Laboratory and Phlebotomy Services at a Tertiary Care Unit Level

Koh, Young Rae; Kim, Shine Young; Kim, In Suk; Chang, Chulhun L.; Lee, Eun Yup; Son, Hyojoo; Kim, Hyung Hoi

doi:10.3343/alm.2014.34.5.380

Cited by 18 publications

(19 citation statements)

References 6 publications

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“…This study reported respondents' general satisfaction of the accuracy and reliability of study results. This finding concurs with other studies [13,19]. It seems that the reliability of the test results is very adequate in most well established hospitals.…”

Section: Discussionsupporting

confidence: 82%

Physician's Satisfaction from Laboratory Services in Maternity and Children Hospital in Makkah

Zaini¹,

Zaini²

2015

Int J Lab Med Res

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Background: Physicians are primary customers of laboratory services and their perception of the provided services is considered an important measure of quality assurance. This study investigates the physicians' satisfaction of laboratories' services, in Maternity and Children Hospital in Makkah, to identify strength and possible limitations, which might inform the development plans for more efficient services. Methods: The study measured satisfaction of laboratories' primary customer (physicians) of provided services in fourfold: quality of reports, communication, management, and TAT. Paper-based survey of 5-Likert Scale, ranged from Strongly Disagree (1) to Strongly Agree (5) was developed based on the CAP survey and related published studies. The questionnaire was piloted and then demonstrated between May and June 2014. Results: Sixty-three physicians complete the survey. The overall satisfaction of the provided services were limited with mean score 64/120. Respondents were not pleased with the majority of items with mean ranged between 3.4 (Unsure) to 2.3 (Disagree). Physicians were most satisfied with courtesy of laboratory personnel (mean= 3.4), accuracy of laboratory results (mean= 3.2) and staff support to research projects (mean= 3.1). However, the lowest satisfaction rete was reported with the test turnaround times (TAT) for state, and routine tests for inpatient and outpatient. Conclusion: This study presented a number of negative observations of laboratory services at the Maternity and Children Hospital in Makkah, which mainly related to administration, communication, quality and delay in TAT. The efficiency and optimization of laboratory service need to be readdressed by the laboratory administration. Effective extra laboratory communication channels needed to be established to improve interaction between laboratory and physicians. Point-of-care testing (POCT) is one of the promising implementing to improve TAT since, no time required for sample's preparation and transportation.

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Section: Discussionsupporting

confidence: 82%

Physician's Satisfaction from Laboratory Services in Maternity and Children Hospital in Makkah

Zaini¹,

Zaini²

2015

Int J Lab Med Res

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“…Patients might not be ready to tell their dissatisfaction status freely as the interviews were carried out within the hospitals. This finding was higher than findings of studies conducted in Nekemte Referral Hospital (60.4%), Tikur Anbesa Specialized Hospital (59.7%), St. Paul's Hospital Millennium Medical College (55.9%), and Pusan National University Hospital, Korea, 70.5% [17,[20][21][22] and lower as compared with the reports from ART clinics in Addis Ababa (85.5%) and three selected hospitals in Eastern Ethiopia (87.6%) and Iran [23][24][25]. The discrepancy might be due to differences in the scope of the study, sample size and number of participated health facilities used in previous studies.…”

Section: Discussionmentioning

confidence: 64%

Patients’ satisfaction with clinical Laboratory Services in Public Hospitals in Ethiopia

Hailu

Desale²,

Yalew

et al. 2020

BMC Health Serv Res

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Background: Knowing customers' level of satisfaction is relevant to improve and provide quality health care services. In the clinical laboratory, monitoring customers' satisfaction is an important indicator of the quality management system and required by international laboratory standards. However, in Ethiopia, there has not been baseline data about the satisfaction level of patients' with laboratory services at the national level. The aim of this national level survey was to assess patients' satisfaction level with laboratory services at public hospitals in Ethiopia. Methods: A national survey was conducted using an institutional based cross-sectional study design was employed from 01 to 30 November 2017. A total of 2399 patients were selected randomly from 60 public hospitals. Data was collected using structured questionnaire, entered in Epi Info and analyzed with SPSS software. Multiple logistic regression model was fitted to identify predictors of patients' satisfaction with laboratory services. A p-value of less than 0.05 was taken as statistically significant. Result: Overall, 78.6% of the patients were satisfied with the clinical laboratory services. Patients were dissatisfied with cleanness of latrine (47%), long waiting time (30%), clear and understandable advisory service during specimen collection (26%), adequacy of waiting area (25%), easy accessibility of laboratory (19%) and latrine location (20%), availability of requested service (18%), unfair payment of service (17%) and missing of result (12%). The educational status (P = 0.032), and distance (P = 0.000) were significantly associated with client overall satisfaction level. Conclusion: Most laboratory patients' were satisfied with the service provided by public hospital laboratories in public hospitals in Ethiopia. However, patients' were dissatisfied with the accessibility of sites, adequacy of waiting area, cleanness of latrine, long TAT, communication, missing of results, availability of requested service and cost of service. Therefore, responsible bodies in each level should act on the identified gaps and improve the need of patients in each hospital laboratory. In addition, all hospital laboratories should conduct a satisfaction survey and meet the needs of laboratory patients.

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“…Overall, the level of physician satisfaction related to age, gender, job title, specialty, working duration within the KAMC, and working in accredited hospitals or tertiary hospitals has no significant difference. In this study, the patients' mean overall satisfaction score was 4.5 out of 5, which is higher than the mean overall satisfaction score of 3.05 to 4.12 out of 5 [10] but lower than the mean satisfaction score of 70.5 (range 55.9-78.8) in the satisfaction survey performed in 2014 to outpatients who used phlebotomy services at a tertiary care unit [11] .…”

Section: Discussionmentioning

confidence: 83%

“…The highest satisfaction rate in our study was related to attitude of the phlebotomist, availability of laboratory tests, and the cleanliness. However, in other similar studies, the cleanliness of the facility, maintenance of privacy and confidentiality, cost of the laboratory service [10] , the phlebotomist's technique, and reliability of the test results had the highest satisfaction score [11] . The explanation of phlebotomy process and precautions received the lowest scores in our study, whereas the costs of the laboratory tests received the lowest score [11] .…”

Section: Discussionmentioning

confidence: 99%

Assessment of Customer Satisfaction with the Clinical Laboratory Services Provided in King Abdullah Medical City, Makkah

Almatrafi

Altaweel

Abdelfattah

et al. 2018

Egyptian Journal of Hospital Medicine

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Background: Patients and physicians are considered primary customers of laboratory services. Therefore, assessing customer satisfaction with laboratory services is an essential indicator in improving the quality of laboratory services. Objectives: This study measures the level of satisfaction of physicians and patients who avail of the clinical laboratory and phlebotomy services, respectively, at the outpatient department (OPD) in King Abdullah Medical City (KAMC), to evaluate the possible issues and carry out corrective actions. Methods: A cross-sectional survey to evaluate the level of satisfaction using a modified patient and physician questionnaires, the patients were randomly selected and interviewed in phlebotomy areas at the outpatient and chemotherapy clinics. A paper-based questionnaires were distributed to all physicians all available physicians in KAMC who were regularly requiring laboratory investigations. The collected data were coded, entered, and checked for outliers or missing data and analyzed using the SPSS statistical package version 21. Results: A total of 435 patients were interviewed and their mean satisfaction was 4.51±0.32 out of 5. Respondents were satisfied with the Availability of laboratory tests. However, they were dissatisfied with Explanation of the phlebotomy cautions by the phlebotomist (75.4%). Twenty eight percent of physicians (132) participated, their mean satisfaction rate was 3.6±0.7 out of 5. The greatest satisfaction rate was related to critical results notification and the communication with laboratory personnel. Physicians were most dissatisfied with both specimen delivery process and incorrect test results. Conclusion: Both customers were satisfied with the laboratory service provided for them. Factors as "Explanation of the phlebotomy process by phlebotomist" and "specimen collection and delivery process" received lowest satisfaction score for patients and physicians respectively. Therefore, improving them is required to meet the needs of the customers and gain their satisfaction regarding the service.

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Customer Satisfaction Survey With Clinical Laboratory and Phlebotomy Services at a Tertiary Care Unit Level

Cited by 18 publications

References 6 publications

Physician's Satisfaction from Laboratory Services in Maternity and Children Hospital in Makkah

Physician's Satisfaction from Laboratory Services in Maternity and Children Hospital in Makkah

Patients’ satisfaction with clinical Laboratory Services in Public Hospitals in Ethiopia

Assessment of Customer Satisfaction with the Clinical Laboratory Services Provided in King Abdullah Medical City, Makkah

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