scholarly journals Evaluation of the quality of clinical laboratory services in the University Hospital of Kinshasa, Democratic Republic of the Congo

2021 ◽  
Vol 9 (1) ◽  
pp. 44-50
Author(s):  
Chabo Byaene Alain ◽  
◽  
Mabela Matendo Rostin ◽  
Konde Numbi Joël ◽  
Muhindo Mavoko Hypolite ◽  
...  
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Democratic Republic ◽  
Clinical Laboratory ◽  
Turnaround Time ◽  
University Hospital ◽  
Laboratory Services ◽  
Republic Of The Congo ◽  
The University

The evaluation of the quality of a service is the critical assessment of the degree to which the service, or its component, provides customers’ satisfaction. Monitoring customer satisfaction is an important and useful quality improvement tool for clinical laboratories and health care organizations. The purpose of this research is to evaluate the satisfaction level with laboratory services among attending physicians and to identify factors associated with satisfaction and priorities for quality improvement. A cross-sectional study was conducted at the University Hospital of Kinshasa. Data were collected through a reliable and valid interviewer-administered questionnaire and analyzed by using SPSS version 21. The correlation between associated factors and customer satisfaction was analyzed using the chi-square test and multivariate regression analysis. The Importance-Performance Analysis was the determinant of improvement priority. The overall level of customers’ satisfaction toward clinical laboratory services in this study was 45.2% with a response rate of 330 (100%). Gender (ORadj = 1.75, 95% CI 1.06, 2.91), Department (ORadj = 3.09, 95% CI 1.50, 6.37) and academic title (ORadj = 6.85, 95% CI 3.51, 8.81) were found to have a statistically significant association with the overall satisfaction. Results accuracy (I = 0.944, P = 4.7), laboratory turnaround time (I = 0.932, P = 4.8), and availability of all the tests requested by physicians (I = 0.917, P = 4.9) were the most important opportunities for quality improvement. The overall level of customers’ satisfaction with laboratory services was low. Thus, the laboratory management must establish preventive and corrective measures to improve the results’ accuracy, reduce the laboratory turnaround time, and ensure the availability of all the tests requested by physicians. Keywords: Customers satisfaction, clinical laboratory, services’ quality, continuous improvement, Democratic Republic of the Congo.

scholarly journals Development and Validation of a Customer Satisfaction Measuring Instrument with Laboratory Services at the University Hospital of Kinshasa, Democratic Republic of the Congo (DRC)

2021 ◽  
Vol 11 (05) ◽  
pp. 481-498
Author(s):  
Chabo Byaene Alain ◽  
Mabela Makengo Matendo Rostin ◽  
Konde Nkiama Numbi Joël ◽  
Muhindo Mavoko Hypolite ◽  
Kayembe Nzongola-Nkasu Donatien ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Democratic Republic ◽  
University Hospital ◽  
Measuring Instrument ◽  
Laboratory Services ◽  
Republic Of The Congo ◽  
The University ◽  
Development And Validation

scholarly journals Relationship between customer satisfaction and customer loyalty in the clinical laboratory of the University Hospital of Kinshasa, Democratic Republic of the Congo

2021 ◽  
Vol 9 (1) ◽  
pp. 35-43
Author(s):  
Chabo Byaene Alain ◽  
◽  
Mabela Matendo Rostin ◽  
Konde Numbi Joël ◽  
Muhindo Mavoko Hypolite ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Democratic Republic ◽  
Clinical Laboratory ◽  
Linear Regression Analysis ◽  
Theory And Practice ◽  
University Hospital ◽  
Republic Of The Congo ◽  
The University ◽  
The Relationship

The customer satisfaction-customer loyalty association is one of the most vital relationships for marketing theory and practice. However, there is a lack of consensus in the literature and among researchers about the causal link between the two concepts. The purpose of this research is to determine the strength and direction of the relationship between customer satisfaction and customer loyalty in a clinical laboratory. This study proposes a mathematical model examining the relationship among two variables: customer satisfaction and customer loyalty. It is based on the survey data collected from 330 attending physicians in the University Hospital of Kinshasa. The chi-square test of independence and linear regression analysis techniques are used to investigate the relationship between the two variables. The key findings of the study indicate that customer satisfaction and customer loyalty are related (χ2 = 226.978, df = 1, p < 0.001). There is a strong positive significant linear relationship between the two variables (r = 0.892, N = 330, p < 0.001). The R2 value of 0.795 reveals that customer satisfaction accounts for 79.5% of the variation in customer loyalty. The mean customer loyalty value increases by 0.945 for every one unit change in customer satisfaction (loyalty = 0.945satisfaction + 0.347). Customer loyalty is a function of customer satisfaction. Laboratory management should concentrate on customer satisfaction to improve customer loyalty and, thus, assure laboratory survival in the current competitive environment. Keywords: Customers’ satisfaction, clinical laboratory, Democratic Republic of the Congo, Customers’ loyalty.

Physician Satisfaction With Clinical Laboratory Services: A College of American Pathologists Q-Probes Study of 138 Institutions

2009 ◽  
Vol 133 (1) ◽  
pp. 38-43
Author(s):  
Bruce A. Jones ◽  
Leonas G. Bekeris ◽  
Raouf E. Nakhleh ◽  
Molly K. Walsh ◽  
Paul N. Valenstein
Keyword(s):  
Quality Improvement ◽  
Clinical Laboratory ◽  
Turnaround Time ◽  
Physician Satisfaction ◽  
Reliability Of Results ◽  
Improvement Program ◽  
Valuable Component ◽  
Laboratory Services ◽  
Survey Results ◽  
High Level

Abstract Context.—Monitoring customer satisfaction is a valuable component of a laboratory quality improvement program. Objective.—To survey the level of physician satisfaction with hospital clinical laboratory services. Design.—Participating institutions provided demographic and practice information and survey results of physician satisfaction with defined aspects of clinical laboratory services, rated on a scale of 1 (poor) to 5 (excellent). Results.—One hundred thirty-eight institutions participated in this study and submitted a total of 4329 physician surveys. The overall satisfaction score for all institutions ranged from 2.9 to 5.0. The median overall score for all participants was 4.1 (10th percentile, 3.6; 90th percentile, 4.5). Physicians were most satisfied with the quality/reliability of results and staff courtesy, with median values of excellent or good ratings of 89.9%. Of the 5 service categories that received the lowest percentage values of excellent/good ratings (combined scores of 4 and 5), 4 were related to turnaround time for inpatient stat, outpatient stat, routine, and esoteric tests. Surveys from half of the participating laboratories reported that 96% to 100% of physicians would recommend the laboratory to other physicians. The category most frequently selected as the most important category of laboratory services was quality/reliability of results (31.7%). Conclusions.—There continues to be a high level of physician satisfaction and loyalty with clinical laboratory services. Test turnaround times are persistent categories of dissatisfaction and present opportunities for improvement.

Hospital Nursing Satisfaction With Clinical Laboratory Services: A College of American Pathologists Q-Probes Study of 162 Institutions

2006 ◽  
Vol 130 (12) ◽  
pp. 1756-1761 ◽  
Author(s):  
Bruce A. Jones ◽  
Molly K. Walsh ◽  
Stephen G. Ruby
Keyword(s):  
Quality Improvement ◽  
Clinical Laboratory ◽  
Turnaround Time ◽  
Satisfaction Score ◽  
Nursing Personnel ◽  
Laboratory Management ◽  
Nursing Satisfaction ◽  
Laboratory Service ◽  
Hospital Nursing ◽  
Laboratory Services

Abstract Context.—Monitoring customer satisfaction is an important and useful quality improvement tool and is required of most clinical laboratories in the United States. Objective.—To survey the level of nursing satisfaction with hospital clinical laboratory services. Design.—Participating laboratories provided information regarding laboratory demographics and practices. These laboratories then surveyed hospital nursing personnel regarding their level of satisfaction with defined aspects of laboratory service. Setting.—College of American Pathologists Q-Probes laboratory quality improvement study in 162 hospital laboratories. Main Outcome Measures.—Nursing overall satisfaction score (ranging from 1, not satisfied, to 5, very satisfied) and satisfaction scores for 13 specific aspects of clinical laboratory services. Results.—One hundred sixty-two institutions submitted data from a total of 7033 nursing surveys. The overall satisfaction score for all institutions ranged from 2.5 to 4.6. The median overall score for all participants was 3.9 (10th percentile, 3.2; 90th percentile, 4.2). Nursing personnel were most satisfied with the accuracy of test results, phlebotomy courtesy toward patients and nursing staff, and notification of abnormal results. They were least satisfied with stat test turnaround time, laboratory management responsiveness and accessibility, phlebotomy responsiveness to service requests, and routine test turnaround time. The most important aspect of laboratory service reported by nursing personnel was stat test turnaround time. Conclusions.—Most nursing personnel are satisfied with the clinical laboratory services that are provided to the patients in their care. Although test result accuracy is very highly regarded, there is room for improvement in several aspects of service, particularly in test turnaround time and laboratory management accessibility and responsiveness.

scholarly journals Improving Clinical Laboratory Quality through Reduction of Tests’ Turnaround Time in Democratic Republic of the Congo: Key Strategies

2021 ◽  
Vol 09 (10) ◽  
pp. 96-116
Author(s):  
Chabo Byaene Alain ◽  
Mabela Makengo Matendo Rostin ◽  
Konde Nkiama Numbi Joël ◽  
Muhindo Mavoko Hypolite ◽  
Kayembe Nzongola-Nkasu Donatien ◽  
...  
Keyword(s):  
Democratic Republic ◽  
Clinical Laboratory ◽  
Turnaround Time ◽  
Republic Of The Congo

scholarly journals Evaluation of Clinical Laboratory Tests’ Turnaround Time in a Tertiary Hospital in Democratic Republic of the Congo

2021 ◽  
Vol 09 (07) ◽  
pp. 96-111
Author(s):  
Chabo Byaene Alain ◽  
Mabela Makengo Matendo Rostin ◽  
Konde Nkiama Numbi Joël ◽  
Muhindo Mavoko Hypolite ◽  
Kayembe Nzongola-Nkasu Donatien ◽  
...  
Keyword(s):  
Laboratory Tests ◽  
Democratic Republic ◽  
Clinical Laboratory ◽  
Tertiary Hospital ◽  
Turnaround Time ◽  
Republic Of The Congo

Three-year customer satisfaction survey in laboratory medicine in a Chinese university hospital

2018 ◽  
Vol 56 (5) ◽  
pp. 755-763
Author(s):  
Siqi Guo ◽  
Yifei Duan ◽  
Xiaojuan Liu ◽  
Yongmei Jiang
Keyword(s):  
Customer Satisfaction ◽  
Turnaround Time ◽  
Influential Factors ◽  
University Hospital ◽  
Medical Laboratory ◽  
Laboratory Service ◽  
Laboratory Services ◽  
Essential Components ◽  
Customer Satisfaction Survey ◽  
Corrective Actions

AbstractBackground:Customer satisfaction is a key quality indicator of laboratory service. Patients and physicians are the ultimate customers in medical laboratory, and their opinions are essential components in developing a customer-oriented laboratory.Methods:A longitudinal investigation of customer satisfaction was conducted through questionnaires. We designed two different questionnaires and selected 1200 customers (600 outpatients and 600 physicians) to assess customer satisfaction every other year from 2012 to 2016. Items with scores <4 were considered unsatisfactory, and corrective actions should be taken.Results:The completion rates of physicians were 96.8% in 2012, 97% in 2014 and 96.5% in 2016, whereas the rates of patients were 95.3%, 96.2% and 95.2%, respectively. In 2012, the most dissatisfaction items were test turnaround time (3.77 points) and service attitude (3.87 points) from physicians, whereas waiting time (3.58 points) and examination environment (3.64 points) were the most dissatisfaction items from patients. After corrective actions were taken, the result of satisfaction in 2014 was better, which illustrated our strategy was effective. However, some items remained to be less than 4, so we repeated the survey after modifying questionnaires in 2016. However, the general satisfaction points of the physicians and patients reduced in 2016, which reminded us of some influential factors we had neglected.Conclusions:By using dynamic survey of satisfaction, we can continuously find deficiencies in our laboratory services and take suitable corrective actions, thereby improving our service quality.

Quality of timolol eye drops marketed in Kinshasa, Democratic Republic of the Congo

2021 ◽  
Author(s):  
N.N. Kabedi ◽  
C.K. Kalangi ◽  
T.M. Kimbeni ◽  
J.C. Mwanza
Keyword(s):  
Democratic Republic ◽  
Eye Drops ◽  
Republic Of The Congo

scholarly journals Vocational Training and Dental Care in the Unique Health System: Experience Report

2021 ◽  
pp. 15
Author(s):  
Keyword(s):  
Quality Of Care ◽  
Dental Care ◽  
Professional Training ◽  
Tertiary Care ◽  
Oral Care ◽  
Family Health ◽  
Experience Report ◽  
University Hospital ◽  
The University

Objective: To report the experience lived during the Integrated Multiprofessional Residency in Family Health at the Faculty of Medical Sciences of the University of Pernambuco – FCM/UPE – at the interface with the Residency in Hospital Dentistry with a focus on Oncology at the University of Pernambuco developed at the Oncology Center at the Oswaldo Cruz University Hospital of the University of Pernambuco – CEON/HUOC/UPE. Methods: This is an experience report of dental practice in the context of professional training, in SUS, both in primary, secondary and tertiary care. Results: It is noticeable the need for greater professional qualification of the graduate, their integration in the Services of the institutionalized network and their performance with efficiency in multiprofissional teams, emphasizing the importance of professional training through Residencies, allowing the dental surgeon to improve in the diferente fields of Dentistry activities and, in particular, rescuing the inter-trans-multidisciplinary performance in both primary and hospital care and in the area of oncology. It was noticed that the integrated performance of the dental surgeon in a multidisciplinar team in low and medium complexity with resolvability in oral care is essential for the quality of care in the hospital context. Conclusion: Dental care directly impacts the quality of care and patient’s lives. The training of the dental surgeon throug the Residencies can provide skills and contribute with the other professions to the patient’s quality of life. In addition to its assistance character, the Dentistry Service – CEON/HUOC/UPE assumes an important education function, serving as a teaching research and extension field.

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