Jones Bruce A, Bekeris Leonas G, Nakhleh Raouf E, Walsh Molly K, Valenstein Paul N
Department of Pathology, Henry Ford Hospital, Detroit, MI 48202, USA.
Arch Pathol Lab Med. 2009 Jan;133(1):38-43. doi: 10.5858/133.1.38.
Monitoring customer satisfaction is a valuable component of a laboratory quality improvement program.
To survey the level of physician satisfaction with hospital clinical laboratory services.
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).
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%).
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.
监测客户满意度是实验室质量改进计划的重要组成部分。
调查医生对医院临床实验室服务的满意度水平。
参与机构提供了人口统计学和业务信息，以及医生对临床实验室服务特定方面满意度的调查结果，评分范围为1（差）至5（优秀）。
138家机构参与了本研究，共提交了4329份医生调查问卷。所有机构的总体满意度得分在2.9至5.0之间。所有参与者的总体得分中位数为4.1（第10百分位数为3.6；第90百分位数为4.5）。医生对结果的质量/可靠性和工作人员的礼貌最为满意，优秀或良好评级的中位数为89.9%。在优秀/良好评级百分比值最低的5个服务类别（4分和5分的综合得分）中，有4个与住院急查、门诊急查、常规检查和特殊检查的周转时间有关。一半参与实验室的调查显示，96%至100%的医生会向其他医生推荐该实验室。被选为实验室服务最重要类别的最常见类别是结果的质量/可靠性（31.7%）。
医生对临床实验室服务的满意度和忠诚度仍然很高。检测周转时间仍然是令人不满的类别，存在改进的机会。
