scholarly journals Patients’ Satisfaction with Clinical Laboratory Services in Public Hospitals in Ethiopia

2019 ◽  
Author(s):  
Hiwot Amare Hailu ◽  
Adinew Desale Lule ◽  
Anteneh Yalew ◽  
Habtamu Asrat Alaba ◽  
Sisay Kebede ◽  
...  
Keyword(s):  
National Survey ◽  
Clinical Laboratory ◽  
National Level ◽  
Public Hospitals ◽  
Satisfaction Level ◽  
Important Indicator ◽  
Hospital Laboratory ◽  
Patients Satisfaction ◽  
Laboratory Services ◽  
Waiting Area

Abstract Abstract 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 2,399 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 frequency of visit (P = 0.067), 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 all laboratory patients. Keywords: patient satisfaction, hospital, laboratory service, national survey, Ethiopia.

scholarly journals Patients’ Satisfaction with Clinical Laboratory Services in Public Hospitals in Ethiopia

2019 ◽  
Author(s):  
Hiwot Amare Hailu ◽  
Adinew Desale Lule ◽  
Anteneh Yalew ◽  
Habtamu Asrat Alaba ◽  
Sisay Kebede ◽  
...  
Keyword(s):  
National Survey ◽  
Clinical Laboratory ◽  
National Level ◽  
Public Hospitals ◽  
Satisfaction Level ◽  
Important Indicator ◽  
Hospital Laboratory ◽  
Patients Satisfaction ◽  
Laboratory Services ◽  
Waiting Area

Abstract 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 2,399 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. Keywords: patient satisfaction, hospital, laboratory service, national survey

scholarly journals Patients’ Satisfaction with Clinical Laboratory Services in Public Hospitals in Ethiopia

2019 ◽  
Author(s):  
Hiwot Amare Hailu ◽  
Adinew Desale Lule ◽  
Anteneh Yalew ◽  
Habtamu Asrat Alaba ◽  
Sisay Kebede ◽  
...  
Keyword(s):  
National Survey ◽  
Clinical Laboratory ◽  
National Level ◽  
Public Hospitals ◽  
Satisfaction Level ◽  
Important Indicator ◽  
Hospital Laboratory ◽  
Patients Satisfaction ◽  
Laboratory Services ◽  
Waiting Area

Abstract Abstract 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 2,399 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. Keywords: patient satisfaction, hospital, laboratory service, national survey, Ethiopia.

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

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Hiwot Amare Hailu ◽  
Adinew Desale ◽  
Anteneh Yalew ◽  
Habtamu Asrat ◽  
Sisay Kebede ◽  
...  
Keyword(s):  
Quality Management System ◽  
Clinical Laboratory ◽  
National Level ◽  
Public Hospitals ◽  
Satisfaction Level ◽  
Quality Health Care ◽  
Important Indicator ◽  
Patients Satisfaction ◽  
Laboratory Services ◽  
Waiting Area

Abstract 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.

scholarly journals Physicians’ satisfaction with clinical laboratory services at public hospitals in Ethiopia: A national survey

PLoS ONE ◽  
2020 ◽  
Vol 15 (4) ◽  
pp. e0232178
Author(s):  
Hiwot Amare Hailu ◽  
Anteneh Yalew ◽  
Adinew Desale ◽  
Habtamu Asrat ◽  
Sisay Kebede ◽  
...  
Keyword(s):  
National Survey ◽  
Clinical Laboratory ◽  
Public Hospitals ◽  
Laboratory Services

scholarly journals Development and Validation of a Customer Satisfaction Measuring Instrument With Laboratory Services at The University Hospital of Kinshasa

2020 ◽  
Author(s):  
CHABO Alain ◽  
Mabela Matendo Rostin ◽  
Konde Numbi Joël ◽  
Muhindo Hippolyte ◽  
Kayembe Donatien ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Latent Variables ◽  
Quality Management System ◽  
Clinical Laboratory ◽  
High Reliability ◽  
Measurement Tool ◽  
Important Indicator ◽  
Laboratory Services ◽  
Shared Variance ◽  
Composite Reliability

Abstract Background: In clinical laboratory, monitoring customers’ satisfaction is an important indicator of the quality management system and required by laboratory quality standards, such as ISO 15189: 2012 and ISO17025: 2017. However, there is no reliable and valid scale to measure clinical laboratory customers’ satisfaction in Democratic Republic of the Congo. In this article, an instrument for measuring customer satisfaction with clinical laboratory services is developed and validated.Methods: In order to develop a reliable and valid measurement tool, the general methodological approach recommended by Churchill was followed. Principal component analysis (PCA) with varimax rotation was used to study the dimensionality of the construct. The developed questionnaire was checked for reliability and validity using exploratory and confirmatory analysis. The reliability checks were done using the internal consistency reliability by analyzing the Cronbach’s Alpha, composite reliability and Jöreskog Rhô values. Confirmatory Factor Analysis (CFA) was used to determine whether the hypothesis of the conceptual framework is acceptable in measuring customer satisfaction.Results: The PCA results showed a three-dimensionality of Customer Satisfaction. Cronbachs alpha coefficients (0.983, 0.981 and 0.981), Jöreskog Rhô (0.973, 0.970 and 0.967) and composite reliability values (0.95, 0.92 and 0.93) of the latent variables were greater than 0.9, which confirms the very high reliability of the model. Indicator loadings were all greater than the threshold of 0.7 or higher. Also, all the latent variables have average variance extracted (AVE) greater than 0.5, therefore, convergent validity has been achieved. Both the Maximum Shared Variance (0.195, 0.297 and 0.234) and the Average Shared Variance (0.805, 0.703 and 0.766) were lower than the AVE (0.897, 0.839 and 0.875) for all the constructs in the scale. Therefore, Discriminant validity has been achieved. Fit indices used to assess CFA and structural equation model were found to be at an acceptable level for the two-factor model where chi-square/df was 1.6, p=0.476, GFI = .99, AGFI= .99, SRMR= .069 , RMSEA= .000 , CFI= 1.00, NFI= .98, RFI= .98, IFI= .98, TLI= .98. Conclusion: The instrument demonstrated acceptable psychometric properties and thus the tool is fit for measuring customer satisfaction with laboratory services.

scholarly journals From grass to grace: How SLMTA revolutionised the Bamenda Regional Hospital Laboratory in Cameroon

2014 ◽  
Vol 3 (2) ◽  
Author(s):  
Siyem C. Nkwawir ◽  
Nakeli N. Batumani ◽  
Talkmore Maruta ◽  
Charles N. Awasom
Keyword(s):  
Clinical Laboratory ◽  
Regional Hospital ◽  
Quality Of Services ◽  
Quality Management Systems ◽  
Hospital Laboratory ◽  
Laboratory Staff ◽  
Quality Improvement Process ◽  
Laboratory Services ◽  
Training Activities

Background: Public health laboratories form the foundation on which today’s clinical laboratory practice in Cameroon is built. The advent of the Strengthening Laboratory Management Toward Accreditation (SLMTA) programme in 2009 empowered the Bamenda Regional Hospital Laboratory (BRHL) to improve its working culture, practices and management.Objectives: To evaluate the results of SLMTA implementation at BRHL and discuss lessons learned.Method: In 2010, the SLMTA programme was rolled out in Cameroon to improve laboratory quality management systems in five laboratories, including BRHL. Three workshops were conducted (the first centralised, the remaining two on-site at each laboratory) and improvement projects were implemented after each workshop with the assistance of mentors. Audits were used in order to evaluate performance and to identify areas for further improvement.Results: BRHL had the lowest score (18%) amongst the cohort at the baseline audit and the highest (81%) at the official Stepwise Laboratory Quality Improvement Process Towards Accreditation (SLIPTA) audit conducted in August 2013 by the African Society for Laboratory Medicine. Improvements were observed in each of the 12 Quality System Essentials; improvement was especially noteworthy in the areas of facilities and safety, and purchasing and inventory. Staff investment and pride in the quality of laboratory services increased.Conclusion: BRHL’s remarkable improvement was achieved with a combination of SLMTA training activities, intensive on-site mentorship and the collective focus of all laboratory staff. The experience at Bamenda Hospital illustrates what can be achieved when a laboratory successfully harnesses the energy of its staff and implements changes to improve the quality of services in a transformation taking them from grass to grace.

Content of antenatal care and perception about services provided by primary hospitals in Nepal: a convergent mixed methods study

2021 ◽  
Vol 33 (2) ◽  
Author(s):  
Yubraj Acharya ◽  
Nigel James ◽  
Rita Thapa ◽  
Saman Naz ◽  
Rishav Shrestha ◽  
...  
Keyword(s):  
Quality Of Care ◽  
Mixed Methods ◽  
Antenatal Care ◽  
Quality Care ◽  
National Level ◽  
Poor Quality ◽  
Public Hospitals ◽  
World Health ◽  
Outcome Variable

Abstract Background Nepal has made significant strides in maternal and neonatal mortality over the last three decades. However, poor quality of care can threaten the gains, as maternal and newborn services are particularly sensitive to quality of care. Our study aimed to understand current gaps in the process and the outcome dimensions of the quality of antenatal care (ANC), particularly at the sub-national level. We assessed these dimensions of the quality of ANC in 17 primary, public hospitals across Nepal. We also assessed the variation in the ANC process across the patients’ socio-economic gradient. Methods We used a convergent mixed methods approach, whereby we triangulated qualitative and quantitative data. In the quantitative component, we observed interactions between providers (17 hospitals from all 7 provinces) and 198 women seeking ANC and recorded the tasks the providers performed, using the Service Provision Assessments protocol available from the Demographic and Health Survey program. The main outcome variable was the number of tasks performed by the provider during an ANC consultation. The tasks ranged from identifying potential signs of danger to providing counseling. We analyzed the resulting data descriptively and assessed the relationship between the number of tasks performed and users’ characteristics. In the qualitative component, we synthesized users’ and providers’ narratives on perceptions of the overall quality of care obtained through focus group discussions and in-depth interviews. Results Out of the 59 tasks recommended by the World Health Organization, providers performed only 22 tasks (37.3%) on average. The number of tasks performed varied significantly across provinces, with users in province 3 receiving significantly higher quality care than those in other provinces. Educated women were treated better than those with no education. Users and providers agreed that the overall quality of care was inadequate, although providers mentioned that the current quality was the best they could provide given the constraints they faced. Conclusion The quality of ANC in Nepal’s primary hospitals is poor and inequitable across education and geographic gradients. While current efforts, such as the provision of 24/7 birthing centers, can mitigate gaps in service availability, additional equipment, infrastructure and human resources will be needed to improve quality. Providers also need additional training focused on treating patients from different backgrounds equally. Our study also points to the need for additional research, both to document the quality of care more objectively and to establish key determinants of quality to inform policy.

Applicability and potential benefits of benchmarking in Brazilian clinical laboratory services

2009 ◽  
Vol 16 (6) ◽  
pp. 817-830 ◽  
Author(s):  
César Alex de Oliveira Galoro ◽  
Maria Elizabete Mendes ◽  
Marcelo Nascimento Burattini
Keyword(s):  
Clinical Laboratory ◽  
Laboratory Services ◽  
Potential Benefits

Healthcare Cost and Patient Satisfaction: A Comparative Analysis Between Public and Private Hospitals in Bangladesh

2021 ◽  
Author(s):  
Farhana Begum ◽  
Jamaliah Said ◽  
Syed Zabid Hossain ◽  
Mohammad Jahid Hasan ◽  
Normah Binti
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Comparative Analysis ◽  
Healthcare Cost ◽  
Health Care Facilities ◽  
Public Hospitals ◽  
Satisfaction Level ◽  
Private Hospitals ◽  
Public And Private ◽  
Female Ratio

Abstract Background and objective: Patient satisfaction and its relation with healthcare cost in Bangladesh remains unknown. The objective of the study was to perform a comparative analysis of satisfaction of patients in relation with healthcare cost in public and private healthcare settings in Bangladesh.Methods: This cross-sectional study was conducted at two public and two private hospitals in Dhaka city, Bangladesh. A total of 1120 respondents were included by purposive sampling. Data collection was performed with a semi-structured questionnaire. The level of satisfaction was assessed by a 5-point Likert scale. Expenditure details during hospital stay were also recorded. Informed consent was obtained, and study procedures were conducted according to the Declaration of Helsinki. SPSS 23 was used for statical test. Results: The mean age of the respondents was 50.10±21.13 (SD) years, with a male-female ratio of 1.14:1. The majority were from urban areas. The average health-care cost of patients in both the conservative and operative groups was statistically significantly higher in private hospitals than in public hospitals (p<0.001). The overall satisfaction level was higher among the patients who received care from private settings than the public (p<0.001). However, taking health care in private hospitals rather than public hospitals was independently associated with patient satisfaction when adjusted for other factors (age, sex, economic status, treatment type, duration of hospital stays, treatment outcome, and total expense).Conclusion: Despite higher expenses, the overall satisfaction level was significantly better in private health-care facilities. These findings need to be explored in further large multicenter studies.

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