Department of Laboratory Medicine, West China Second University Hospital, Sichuan University, Chengdu, P.R. China.
Key laboratory of Birth Defects and Related Diseases of Women and Children (Sichuan University), Ministry of Education, Chengdu, P.R. China.
Clin Chem Lab Med. 2018 Apr 25;56(5):755-763. doi: 10.1515/cclm-2017-0787.
Customer satisfaction is a key quality indicator of laboratory service. Patients and physicians are the ultimate customers in medical laboratory, and their opinions are essential components in developing a customer-oriented laboratory.
A longitudinal investigation of customer satisfaction was conducted through questionnaires. We designed two different questionnaires and selected 1200 customers (600 outpatients and 600 physicians) to assess customer satisfaction every other year from 2012 to 2016. Items with scores <4 were considered unsatisfactory, and corrective actions should be taken.
The completion rates of physicians were 96.8% in 2012, 97% in 2014 and 96.5% in 2016, whereas the rates of patients were 95.3%, 96.2% and 95.2%, respectively. In 2012, the most dissatisfaction items were test turnaround time (3.77 points) and service attitude (3.87 points) from physicians, whereas waiting time (3.58 points) and examination environment (3.64 points) were the most dissatisfaction items from patients. After corrective actions were taken, the result of satisfaction in 2014 was better, which illustrated our strategy was effective. However, some items remained to be less than 4, so we repeated the survey after modifying questionnaires in 2016. However, the general satisfaction points of the physicians and patients reduced in 2016, which reminded us of some influential factors we had neglected.
By using dynamic survey of satisfaction, we can continuously find deficiencies in our laboratory services and take suitable corrective actions, thereby improving our service quality.
客户满意度是实验室服务质量的关键指标。患者和医生是医学实验室的最终客户，他们的意见是制定以客户为导向的实验室的重要组成部分。
通过问卷调查进行了客户满意度的纵向调查。我们设计了两份不同的问卷，从 2012 年到 2016 年，每两年选择 1200 名客户（600 名门诊患者和 600 名医生）评估客户满意度。得分<4 的项目被认为不满意，应采取纠正措施。
2012 年医生的完成率为 96.8%，2014 年为 97%，2016 年为 96.5%，而患者的完成率分别为 95.3%、96.2%和 95.2%。2012 年，医生最不满意的项目是检测周转时间（3.77 分）和服务态度（3.87 分），而患者最不满意的项目是等候时间（3.58 分）和检查环境（3.64 分）。采取纠正措施后，2014 年的满意度结果更好，这表明我们的策略是有效的。然而，一些项目的满意度仍低于 4，因此我们在 2016 年修改问卷后重复了调查。然而，2016 年医生和患者的总体满意度分数有所下降，这提醒我们注意一些我们忽视的影响因素。
通过使用满意度的动态调查，我们可以不断发现实验室服务中的不足，并采取适当的纠正措施，从而提高我们的服务质量。
