Patient Satisfaction with Clinical Laboratory Services and Associated Factors among Adult Patients Attending Outpatient Departments at Debre Markos Referral Hospital, Northwest Ethiopia

Abstract

Objectives : There is limited evidence on patient satisfaction with clinical laboratory services in Northwest Ethiopia. This study aimed to assess patient satisfaction with clinical laboratory services and associated factors among adult patients attending outpatient departments at Debre Markos hospital, Northwest Ethiopia. Cross-sectional study was conducted among 391 patients from April 09-16, 2019 using interviewer-administered questionnaire. Systematic random sampling technique was used. Data were entered into Epi-Data software version 4.2, and analyzed using SPSS 23. Binary logistic regression analysis was employed. Variables having p-value < 0.05 were considered as statistically significant. Results: Overall level of patient satisfaction towards clinical laboratory services was 48.3%. Patients with no occasion of missing laboratory results [AOR: 2.10; 95% CI (1.13, 3.83)], had diplomas and above educational level [AOR: 0.38; 95% CI (0.15, 0.96)], and who reported no place in the laboratory to put personal things [AOR: 0.37; 95% CI (0.21, 0.54)] were significant factors. Hospital administration and laboratory department in Debre Markos hospital should strengthen their effort to improve patient satisfaction focusing on educational status of patients, missing laboratory results, and the availability of places to put personal things in the blood drawing room. Key words: Debre Markos hospital; Patient satisfaction; Laboratory services

Patients’ satisfaction and quality of clinical laboratory services provision at public health facilities in northeast Ethiopia

“…A number of factors have been reported to influence the patients’ satisfaction with laboratory services, including socio-demographic characteristics like age, education and severity of illness [27,28], and patients’ visit-related experiences like turnaround time of results (TAT) [22,29], phlebotomy skills [13] and facility settings [30]. However, available evidence has been unclear on the correlation of patients’ experiences with objective measures of quality practice, and thus the reliability of patient-based measures remain debated [10,24,25,31].…”

Patient Satisfaction with Clinical Laboratory Services in Public Health Sector Hospitals of Azad Kashmir, Pakistan

“…4 Patient satisfaction towards laboratory services is influenced by different aspects of these services, such as the location of the laboratory in the hospital, availability of the required laboratory test, the competency of the staff, the provision of adequate information from the staff about specimen collection during testing, the situation of hygiene in the laboratory, and the waiting time of the laboratory results. 5 Over the years, different medical services introduced concepts, e.g., point-of-care (POC) testing, to improve quality services. 6 In Pakistan, most of the patient satisfaction studies had focused on specific areas such as the emergency department and satisfaction with inpatient care.…”

Análise da influência das habilidades de comunicação na empatia do médico, satisfação com o cuidado e confiança no profissional percebidas pelo paciente

“…A boa comunicação de médicos e enfermeiros aparece frequentemente como um fator que se relaciona à satisfação dos pacientes em hospitais terciários 193,194,197 . Dentre os fatores do paciente, destacam-se a relação inversa entre escolaridade e satisfação 191,192 e renda e satisfação, bem como uma relação direta com satisfação e idade 198 .…”

“…Porém, em países de nível de desenvolvimento socioeconômico menor, este tipo de avaliação é mais frequente. Além dos estudos para avaliação de serviços específicos, como laboratório clínico191 , radiologia192 ou atendimento de especialidades 193 , algumas avaliações visam o serviço em geral dos hospitais de referência ou hospitais terciários. Ao contrário do que se espera, a maior parte das medidas mostram índices baixos a moderados de satisfação com os serviços, com relatos variando de 43,7% na Nigéria 194 a 67,1% na Tunísia 195 .…”