Abera Rodas Getachew, Abota Boaz Arka, Legese Melese Hailu, Negesso Abebe Edao
Department of Medical Laboratory Sciences, School of Allied Health Sciences, College of Health Sciences, Addis Ababa University, Addis Ababa, Ethiopia.
Patient Prefer Adherence. 2017 Jul 12;11:1181-1188. doi: 10.2147/PPA.S132397. eCollection 2017.
Monitoring patient satisfaction is an important and useful quality improvement tool for clinical laboratories in particular and health care organizations in general. Thus, this study aimed to assess patient satisfaction toward clinical laboratory services at Tikur Anbessa Specialized Hospital (TASH), Addis Ababa, Ethiopia.
A hospital-based cross-sectional study was conducted and a convenient sampling technique was applied to recruit study participants. A total of 210 patients who had received laboratory services were included. A self-administered predesigned, pretested, structured questionnaire was used, and data were collected through face-to-face interviews. A 5-point Likert scale with 1 and 5 indicating the lowest and highest levels of satisfaction, respectively, was used and their weighted average was used to categorize the satisfaction level of the patients. Chi square test was used (taking ≤0.05 as the statistically significant level) to find out if any association existed between the level of satisfaction and different attributes. Data were analyzed using SPSS version 20.
The overall level of patient satisfaction toward clinical laboratory services in this study was 59.7% with a response rate of 210 (100%). The Likert scale results of patient satisfaction of the laboratory services revealed that the mean rating values ranged from 3.05 (±1.12) to 4.12 (±1.08) out of a possible 5. Among the different indicators, patients were highly satisfied with the cleanliness of facility (82%), maintenance of privacy and confidentiality (83.2%), and the cost of the laboratory service (86.5%), while they were dissatisfied with the location of the laboratory (56%), latrine accessibility and availability (58.4%), and latrine cleanness and comfort (63.8%).
The whole availability of requested tests, availability of place in blood drawing room to put personal things, and waiting time for specimen collection were found to have a statistically significant association with the overall satisfaction of patients toward clinical laboratory services. Therefore, these could be the possible determinants among others that account for the dissatisfaction of patients with clinical laboratory services.
监测患者满意度对于临床实验室乃至整个医疗保健机构而言，都是一项重要且有用的质量改进工具。因此，本研究旨在评估埃塞俄比亚亚的斯亚贝巴提库尔安贝萨专科医院（TASH）患者对临床实验室服务的满意度。
开展了一项基于医院的横断面研究，并采用方便抽样技术招募研究参与者。总共纳入了210名接受过实验室服务的患者。使用一份预先设计、预测试且结构化的自填式问卷，通过面对面访谈收集数据。采用5点李克特量表，1表示最低满意度，5表示最高满意度，其加权平均值用于对患者的满意度水平进行分类。使用卡方检验（以≤0.05为具有统计学意义的水平）来确定满意度水平与不同属性之间是否存在关联。使用SPSS 20版软件进行数据分析。
本研究中患者对临床实验室服务的总体满意度为59.7%，回复率为210（100%）。实验室服务患者满意度的李克特量表结果显示，在可能的5分中，平均评分值在3.05（±1.12）至4.12（±1.08）之间。在不同指标中，患者对设施清洁度（82%）、隐私和保密性维护（83.2%）以及实验室服务费用（86.5%）高度满意，而对实验室位置（56%）、厕所可达性和可用性（58.4%）以及厕所清洁度和舒适度（63.8%）不满意。
所要求检测项目的整体可及性、采血室放置个人物品的空间可及性以及样本采集等待时间与患者对临床实验室服务的总体满意度存在统计学上的显著关联。因此，这些可能是导致患者对临床实验室服务不满的部分潜在因素。
