Patients' satisfaction with clinical Laboratory Services in Public Hospitals in Ethiopia

被引：18

作者：

Hailu, Hiwot Amare ^{[1
]}

Desale, Adino ^{[2
]}

Yalew, Anteneh ^{[3
,4
]}

Asrat, Habtamu ^{[1
]}

Kebede, Sisay ^{[1
]}

Dejene, Daniel ^{[1
]}

Abebe, Hiwot ^{[1
]}

Gashu, Andargachew ^{[1
]}

Yenealem, Dereje ^{[1
]}

Moges, Birhan ^{[1
]}

Yemanebrhane, Nebiyou ^{[1
]}

Melese, Daniel ^{[1
]}

Gurmessa, Ashebir ^{[1
]}

Mohammed, Awad ^{[1
]}

Getu, Zekaryas ^{[1
]}

Ayana, Gonfa ^{[1
]}

Kebede, Adisu ^{[1
]}

Abate, Ebba ^{[1
]}

机构：

[1] Ethiopian Publ Hlth Inst, POB 1242-5654, Addis Ababa, Ethiopia

[2] ILEX Biotech Ltd, CRO Ethiopia, Addis Ababa, Ethiopia

[3] Addis Ababa Univ, Coll Nat & Computat Sci, Dept Stat, Addis Ababa, Ethiopia

[4] Stellenbosch Univ, Fac Med & Hlth Sci, Dept Global Hlth, Div Epidemiol & Biostat, Cape Town, South Africa

来源：

BMC HEALTH SERVICES RESEARCH | 2020年 / 20卷 / 01期

关键词：

Patient satisfaction; Hospital; Laboratory service; National survey; CARE-UNIT;

D O I：

10.1186/s12913-019-4880-9

中图分类号：

R19 [保健组织与事业（卫生事业管理）];

学科分类号：

摘要：

BackgroundKnowing 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.MethodsA 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.ResultOverall, 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.ConclusionMost 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.

引用

页数：9

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