CLIENTS’ SATISFACTION WITH LABORATORY SERVICES IN A TERTIARY HOSPITAL IN NORTH CENTRAL, NIGERIA
*Nwannadi Ikenna Alexander, Egwuda Livinus and Okolie Ifechukwudi
ABSTRACT
Background: Regular evaluations of clients’ satisfaction are essential in assessing and improving quality of care. Objective: The aims of this study were to measure the level of clients’ satisfaction with clinical laboratory services, to identify the causes of dissatisfaction among clients and to suggest corrective measures. Method: A Likert-type questionnaire was used to collect data from clients. The questionnaire contained questions on conducts of laboratory personnel, sanitation in and around the laboratory, and procedures in the laboratory. Responses were analyzed using SPSS software version 19. Results: Four hundred and ten (410) questionnaires were analyzed. Respondents were made up of 225 (54.9%) females and 185 (45.1%) males with a modal age of 56-64 years (36.4%). The mean satisfaction was 2.9 ± 0.4 (out of a maximum of 5). Ability of the laboratory to carry out all the investigations requested recorded the highest rate of satisfaction with a mean score of 3.6 ± 0.5, while the major cause of dissatisfaction among clients was poor sanitation of toilets for specimen collection with a mean score of 2.4 ± 1.1. Clients lower than 30 years had significantly lower overall mean satisfaction.Conclusion: The degree of satisfaction of clients with laboratory services in our study center is high. Clients were however not satisfied with cleanliness of the toilets. We therefore advise the hospital managers to improve the sanitation of the toilets. This can be achieved by ensuring that cleaners clean up the toilet after every use or at short regular intervals.
Keywords: Clients, Satisfaction, Laboratory services, Hospital.
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