Assessment of Customer Satisfaction with the Clinical Laboratory Services Provided in King Abdullah Medical City, Makkah
Journal Title: The Egyptian Journal of Hospital Medicine - Year 2018, Vol 70, Issue 11
Abstract
<strong>Background: </strong>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. <strong>Objectives:</strong> 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. <strong>Methods: </strong>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 questionnaire was 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. <strong>Results: </strong>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%).<br /> 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. <br /> <strong>Conclusion: </strong>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.
Authors and Affiliations
Eman Helal
Keywords
Related Articles
- EP ID EP583770
- DOI -
- Views 94
- Downloads 0
Trends and Determinants of Contraceptive Use among Young (15-24 Year) Married Women: A Secondary Analysis Based on the 2008 and 2014 Egypt Demographic and Health Surveys
Background: young females in Egypt still face a number of challenges regarding their reproductive health (RH) despite efforts to enhance it. Importance of young women‟s reproductive choices arises fr...
Combined Low Dose Aspirin and 17 α Hydroxyl Progesterone versus 17 α Hydroxyl Progesterone Alone Study in Pregnancy: A Randomized Clinical Trial for Prevention of Spontaneous Preterm Birth
<strong>Background</strong>: Preterm birth: defined as any live birth occurring through the end of the last day of the 37<sup>th</sup> week (259<sup>th</sup> day) following the onset of the last menstrual period. Low-dos...
Assessment of Clinical Competences and Self-confidence of Radiologist and Technologist at Asir Region Hospitals, Saudi Arabia
<strong>Background: </strong>Evaluating the clinical competencies of radiologist and technologist is the primary important factor in all medical imaging areas, and it is a necessary prerequisite for assuring professional...
Effect of hemodialysis on blood ammonia level among cirrhotic patients undergoing hemodialysis
Background: Uremia results in a characteristic breath odor (uremic fetor) which is largely due to its high ammonia content. Earlier studies have shown a strong correlation between breath ammonia and blood urea levels and...
Comparative Study between Intra-operative Ventilatory Techniques to Prevent Postoperative Pulmonary Complications in Obese Patients Undergoing Laparoscopic Surgery
<strong>Background: </strong>Managing ventilation and oxygenation during laparoscopic procedures in morbidly obese patients undergoing surgery represents many challenges. There is no specific guideline on the ventilation...