scholarly journals KEPUASAN PELANGGAN INTERNAL TERHADAP PELAYANAN LABORATORIUM KLINIK

2020 ◽  
Vol 10 (2) ◽  
Author(s):  
Destu Satya Widyaningsih ◽  
I Wayan Kurniawan
Keyword(s):  
Customer Satisfaction ◽  
Clinical Laboratory ◽  
Laboratory Unit ◽  
Cross Sectional ◽  
Laboratory Service ◽  
Internal Customer ◽  
Internal Customers ◽  
Laboratory Services ◽  
External Customer ◽  
Cross Sectional Design

Gamping Sleman yang mengedepankan pelayanan prima kepada pelanggan eksternal atau internal. Pelayanan kepada pelanggan eksternal lebih sering diperhatikan dan dilakukan penelitian dibandingkan pelayanan kepada pelanggan internal yang masih sering diabaikan serta berdasarkan hasil observasi pada tanggal 24 Januari 2019 di laboratorium klinik RS PKU Muhammadiyah Gamping Sleman pengukuran kepuasan pelanggan internal belum pernah dilakukan penelitian. Tujuan penelitian ini adalah untuk mengetahui kepuasan pelanggan internal terhadap pelayanan laboratorium di RS PKU Muhammadiyah Gamping Sleman. Jenis penelitian ini menggunakan desain penelitian deskriptif kualitatif menggunakan pendekatan cross sectional. Populasi  pada penelitian ini adalah dokter yang bertugas di RS PKU Muhammadiyah Gamping Sleman yaitu sebanyak 49 dokter. Teknik pengambilan sampel pada penelitian adalah dengan Accidental sampling sebanyak 20 dokter yang bertugas di RS PKU Muhammadiyah Sleman. Analisa data dengan menggunakan rumus yang tercantum dalam pedoman umum penyusunan indeks kepuasan masyarakat unit pelayanan instansi pemerintah. Hasil penelitian didapatkan bahwa Kepuasan Pelanggan Internal Terhadap Pelayanan di Laboratorium Klinik RS PKU Muhammadiyah Gamping Sleman mendapatkan hasil penilaian sebesar 98.5 dengan kategori A yang mengandung arti sangat memuaskan.Kata Kunci: Kepuasan, pelanggan internal, layanan laboratorium.  ABSTRACTThe clinical laboratory unit belongs to one of the supporting health services at the PKU Muhammadiyah Gamping Hospital which aims to provide excellent service to both external and internal customers. External customer satisfaction is more commonly evaluated compared to that of internal customers. According to the preliminary observatory study, internal customer satisfaction has never been evaluated previously at the PKU Muhammadiyah Gamping Hospital. Current study aims to evaluate internal customer satisfactory rate with clinical laboratory services at the PKU Muhammadiyah Gamping Hospital. The descriptive study was conducted by using cross sectional design in 49 medical doctors of PKU Muhammadiyah Gamping Hospital. Accidental sampling method was used in determining the 20 final respondents. Data analysis was performed according to the standard index on measurements of satisfactory rate in government institutions. The study demonstrated high satisfactory rate of 98.5, of which belonged to very satisfied under category A.Keywords: satisfaction, internal customer, laboratory service

scholarly journals KEPUASAN PELANGGAN INTERNAL

2018 ◽  
Vol 14 (1) ◽  
pp. 47
Author(s):  
Rosni Faika ◽  
O Sianipar
Keyword(s):  
Customer Satisfaction ◽  
Clinical Laboratory ◽  
Corrective Action ◽  
Satisfaction Survey ◽  
Improve Quality ◽  
Hospital Data ◽  
Cross Sectional ◽  
Laboratory Service ◽  
Internal Customer ◽  
Customer Satisfaction Survey

Customer satisfaction survey is one of efforts of continuously quality improvement of care and also can be used to maintain customers that already utilize available services. Efforts of corrective action should be done based on result of this survey. The objective of this surveyis to assess desired-service and reality of the service undergone by internal customer and to improve quality of service of laboratorymedicine in Clinical Laboratory of Dr. Sardjito Hospital, Yogyakarta. This is cross sectional customer satisfaction survey. Subject of thissurvey are 23 doctors work in Dr Sardjito Hospital. Data collected by questionnaire that contain 18 items about desired-service andreality of service undergone by internal customer from service given by Clinical Laboratory of Dr. Sardjito Hospital. Respondents assessdesired-service and reality of service using Likert scale. The obtained data are analyzed by Cartesius diagram. Result of the survey showsthat average concordant between desired-service and reality of service is 85.5%. Main priority corrective action to improve quality ofservice are: 1) readiness of registry staff; 2) easiness of registration procedure; 3) skill of laboratory staff in explaining and recordingtest parameter; 4) service of cito service; 5) 24 hours laboratory service and 6) timely laboratory test.

scholarly journals Customer satisfaction with clinical laboratory services provided by the Ethiopian health facilities: a systematic review and meta-analysis

2020 ◽  
Author(s):  
Teshiwal Deress ◽  
Yihenew Million ◽  
Teshome Belachew ◽  
Mekonnen Girma
Keyword(s):  
Sensitivity Analysis ◽  
Customer Satisfaction ◽  
Sample Size ◽  
Clinical Laboratory ◽  
Disease Diagnosis ◽  
Service Satisfaction ◽  
Effect Estimate ◽  
Term Survival ◽  
Laboratory Service ◽  
Laboratory Services

Abstract Background Medical laboratory helps health professionals and patients with disease diagnosis and treatment monitoring. While providing services, maintaining customer satisfaction is an essential determinant of the success and long-term survival of the facility. So far, several studies conducted in Ethiopia on the evaluation of laboratory customer satisfaction; however, the level of satisfaction was significantly differed from study to study. Therefore, this study aimed to provide an estimated pooled satisfaction level of clinical laboratory customers with laboratory services in Ethiopia. Methods Online electronic databases, including Science Direct, Medline, HINARI, TRIP database, and African Journals Online, were searched. The pooled estimate of laboratory service satisfaction was determined using the random-effects model due to the presence of considerable heterogeneity among studies. The possible sources of heterogeneity were analyzed using subgroup analysis, sensitivity analysis, and meta-regression. Results The analysis of 18 Full text articles showed that the level of clinical laboratory service satisfaction among Ethiopian laboratories ranged from 48–91%. The pooled estimate was 66% (95% CI: 59–73). Among the moderator variables, sample size (p = 0.34) and year of publication (p ≤ 0.01) of the included studies showed statistically significant associations with the level of service satisfaction. The sensitivity analysis declares no influence on the overall effect estimate while removing a single study from the analysis at a time. The statistical tests declare the absence of publication bias. Conclusions In Ethiopia, the pooled level clinical laboratory service satisfaction was low. The year of publication and sample size showed a statistically significant relationship with service satisfaction. Strengthening the scope of existing diagnostic services, implementing immediate corrective actions for the unsatisfied customers, and having a mechanism of continuous monitoring of laboratory activities should be implemented to assure adequate service quality. Generally, the study can provide a current estimate that could be valuable for policymakers.

scholarly journals Laboratory Diagnostics Performance in Uganda: A Survey of Test Availability and Constraints Across 100 Laboratories

2021 ◽  
Author(s):  
Noel Namuhani ◽  
Suzanne N Kiwanuka ◽  
Martha Akulume ◽  
Simeon Kalyesubula ◽  
William Bazeyo ◽  
...  
Keyword(s):  
Clinical Laboratory ◽  
Disease Diagnosis ◽  
Sub Saharan Africa ◽  
Essential Medicines ◽  
Full Blood Count ◽  
Laboratory Diagnostics ◽  
Cross Sectional ◽  
Laboratory Services ◽  
Control And Prevention ◽  
Sub Saharan

Abstract Background Clinical laboratory services are a critical component of the health system for effective disease diagnosis, treatment, control and prevention. However, many laboratories in Sub Saharan Africa remain dysfunctional. The high costs of tests in the private sector also remain a hindrance to accessing testing services. This study aimed at assessing the functionality of laboratories based on test menus and the associated constraints in Uganda. Methods This cross sectional quantitative study involved an assessment of 100 laboratories randomly selected in 20 districts from four regions of the country. Sixteen percent of the studied laboratories were regional hub laboratories. Laboratory in charges and managers in each of the selected laboratories were interviewed. A checklist for laboratory supplies adapted from the Essential Medicines and Health supplies list for Uganda, (2012) was used to assess availability of testing supplies. Data was analyzed using excel and STATA 14. Results At the point of assessment, generally, all laboratories were able to perform malaria tests and HIV tests. All the hub laboratories conducted malaria tests and TB screening. Less than half had electrolytes tests due to lack of equipment, nonfunctioning equipment and lack of reagents. Full blood count tests were missing in 25% of the hub laboratories mainly due to lack of equipment. The lack of reagents (66.7%) and the lack of equipment (58.3%) caused the majority 10/16 of the hubs to routinely referred specimens for tests that are supposed to be carried out in these laboratories due to lack of reagents (66.7%) and non-functional equipment (58.3%). Although officially recognized as an operational structure, Hub laboratories lacked a list of essential and vital supplies. Conclusions Most laboratories performed well for the common tests. However, many laboratories did not meet testing requirements especially for the advanced tests according to standard testing menus for Uganda due to non-functioning equipment, lack of equipment and reagents. Hubs lack list of essential supplies. Therefore, there is need to provide equipment to laboratories, repair the non-functional ones and develop an essential list of supplies for the hub laboratories.

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 Internal Customers and Internal Suppliers

1996 ◽  
Vol 33 (3) ◽  
pp. 268-280 ◽  
Author(s):  
John R. Hauser ◽  
Duncan I. Simester ◽  
Birger Wernerfelt
Keyword(s):  
Customer Satisfaction ◽  
Market Orientation ◽  
Target Market ◽  
Incentive System ◽  
Incentive Systems ◽  
Market Outcomes ◽  
Internal Customer ◽  
Internal Customers ◽  
Profit Centers

To push a customer and market orientation deep into the organization, many firms have adopted systems by which internal customers evaluate internal suppliers. The internal supplier receives a larger bonus for a higher evaluation. The authors examine two internal customer-internal supplier incentive systems. In one system, the internal customer provides the evaluation implicitly by selecting the percentage of its bonus that is based on market outcomes (e.g., a combination of net sales and customer satisfaction if these measures can be tied to incremental profits). The internal supplier's reward is based on the percentage that the internal customer chooses. In the second system, the internal customer selects target market outcomes, and the internal supplier is rewarded on the basis of the target. In each incentive system, some risk is transferred from the firm to the employees, and the firm must pay for this; but in return, the firm need not observe either the internal supplier's or the internal customer's actions. The incentive systems are robust even if the firm guesses wrongly about what employees perceive as costly and about how employee actions affect profit. The authors discuss how these systems relate to internal customer satisfaction systems and profit centers.

scholarly journals Analisis Faktor Yang Berhubungan Dengan Kepatuhan PSK Waria Dalam Mencegah Penularan HIV/AIDS Di Surabaya.

2019 ◽  
Author(s):  
Syiddatul B
Keyword(s):  
Customer Satisfaction ◽  
Total Sample ◽  
Measurement Tool ◽  
Cross Sectional ◽  
Economic Motivation ◽  
Aids Epidemic ◽  
Independent Variable ◽  
Cross Sectional Design ◽  
Level Of Significance ◽  
Hiv Aids

The obedience to prevent HIV/AIDS spreading was needed to make HIV/AIDS epidemic doesn’t come true. Transsexual prostitution is one of community that sensitively to HIV/AIDS contagious. They have to prevent it to their self with using condom, never swallow the sperm and do screening test regularly.This study was aimed to analyze factors correlating with transsexual prostitutes obedience in preventing a HIV/AIDS contagion. This study used cross sectional design. The population is all transsexual prostitute. Total sample was 40 respondent, selected using purposive sampling. The dependent variable is the obedience, and the independent variable are knowledge, economic motivation, motivation to make customer satisfaction. The data collected using questionnaire. The data was analyzed using spearman’s rho correlation test with level of significance of ρ = 0.05 Result revealed that between knowledge with the obedience to prevent HIV/AIDS contagion has no correlation, with ρ = 0.442 and r = (-)0.125. and between economic motivation with the obedience to prevent HIV/AIDS contagion has no correlation with ρ = 0.875 and r = 0.026. motivation to make customer satisfaction with the obedience to prevent HIV/AIDS contagion has no correlation with ρ = 0.889 and r = (-)0.023. It can be concluded that the knowledge, economic motivation, motivation to make customer satisfaction is not always influencing to the transsexual prostitute obedience to prevent HIV/AIDS contagion, because its all about get so much money to survive. We hope that the transsexual prostitute will get general check up or screening and better measurement tool to obtain more accurate result.Key Word : Obedience, knowledge, economic motivation, customer satisfaction, HIV/AIDS.

scholarly journals ANALISIS LAMA WAKTU PELAYANAN LABORATORIUM DI RUMAH SAKIT UMUM DAERAH PASAMAN BARAT

2018 ◽  
Vol 5 (1) ◽  
pp. 114-121
Author(s):  
Betti Rosita ◽  
Ulfa Khairani
Keyword(s):  
Health Services ◽  
Waiting Time ◽  
Service Time ◽  
Clinical Chemistry ◽  
Clinical Pathology ◽  
Blood Chemistry ◽  
Pathology Laboratory ◽  
Cross Sectional ◽  
Laboratory Service ◽  
Laboratory Services

Hospital laboratory services is one of the activities in hospitals that support quality health services. One indicator of the success of health services in the field of clinical pathology laboratory services is the waiting time for laboratory services. The standard set for laboratory service outcome waiting time is ≤ 140 minutes for blood chemistry and routine blood. This research analyzed the service time of outpatient laboratory that conducted hematology and clinical chemistry examination in the laboratory of Pasaman Barat Hospital. This research is a type of descriptive analytic research that is quantitative and supported by qualitative using cross sectional approach. The result of the research showed that laboratory service time at RSUD Pasaman Barat fulfilled the standard (≤ 140 minutes) for hematology examination 33.94 minutes, clinical chemistry 83.92 minutes, hematology and clinical chemistry 98 minutes. Based on the results of this study, the stages that contribute to the length of time laboratory services for hematological examination lies in the pre analytical stage, for clinical chemistry examination is located at the analytical stage, as well as for hematology and clinical chemistry examination lies in the analytic stage as well as the factors that affect the length of time laboratory services are human resources that is in the ability of officers and infrastructure facilities

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.

Satisfaction of Internal Customer in Higher Education- A Case Study of Jharkhand

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Praveen Srivastava
Keyword(s):  
Higher Education ◽  
Work Life ◽  
Work Life Balance ◽  
Satisfaction With Life Scale ◽  
Scale Model ◽  
Satisfaction Level ◽  
Life Balance ◽  
Internal Customer ◽  
Internal Customers ◽  
External Customer

Academician can be considered as internal customers of any educational institute and students can be considered as their external customers. Higher satisfaction level of internal customer will in turn result in higher satisfaction of external customer. This higher satisfied external customer are students with better understanding and broader vision. Alternatively, unsatisfied internal customer means academician who are not satisfied with their profession or life. Hence, the teaching-learning process will be hampered as an unsatisfied academician will fail to give his/her 100 percent in the process. Satisfaction can be achieved, if the academician have a better work-life balance. Work-life balance can be defined as satisfaction and good functioning at work and at home with a minimum role conflict. On this backdrop, the present research paper is an attempt to find satisfaction level of internal customer in higher education i.e. academician in Jharkhand with the help of Satisfaction with life scale model of Diener, Emmons, Larsen & Griffon (1985).

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