Fondoh Victor N, Awasom Charles N, Enow-Tanjong Rebecca, Fondoh Richard M, Njukeng Patrick, Shang Judith, Ndasi Julianna, Samje Moses, Muluh Claris N, Kinge Thompson N
Bamenda Regional Hospital Laboratory, Regional Hospital Bamenda, Cameroon.
Faculty of Health and Medical Sciences, Catholic University of Bamenda, Bamenda, Cameroon.
Afr J Lab Med. 2020 Mar 23;9(1):843. doi: 10.4102/ajlm.v9i1.843. eCollection 2020.
Customers' satisfaction is imperative for success. Clinical laboratories continuously strive to attain very high levels of customer satisfaction to serve their clients and maintain accreditation. The concept of customer satisfaction has not yet been asserted in most clinical laboratories in Cameroon.
Our objectives were to assess the satisfaction of clinicians with the laboratory services at the Bamenda Regional Hospital Laboratory, identify important challenges, corrective actions implemented and changes in satisfaction.
This retrospective study reviewed secondary data from clinician satisfaction survey records from March 2017 and November 2017. Challenges and implemented corrective actions were identified for assessed statements of dissatisfaction (dissatisfaction rates ≥ 20%) on the March 2017 survey. Satisfaction rates in March 2017 and November 2017 were compared.
High levels of dissatisfaction were observed for general satisfaction, waiting time, communication, duty consciousness, specimen collection and approach on the March 2017 survey. The main challenges identified were: lack of respect for the expected length of the waiting time, poor attitude, inadequate information, staff shortage and inadequate supervision. Statistically significant reductions in rates of dissatisfaction were observed for general satisfaction, waiting time, communication, response to emergencies, issuing of results, specimen collection, approach and duty consciousness.
Waiting time is a major cause of clinician dissatisfaction with laboratory services. The identification of clinicians' challenges and the effective implementation of corrective actions contribute to improvements in clinician satisfaction.
客户满意度对成功至关重要。临床实验室不断努力实现非常高的客户满意度，以服务其客户并维持认证。喀麦隆大多数临床实验室尚未确立客户满意度的概念。
我们的目的是评估巴门达地区医院实验室临床医生对实验室服务的满意度，确定重要挑战、已采取的纠正措施以及满意度的变化。
这项回顾性研究回顾了2017年3月至2017年11月临床医生满意度调查记录中的二手数据。针对2017年3月调查中评估的不满意陈述（不满意率≥20%）确定挑战和已实施的纠正措施。比较了2017年3月和2017年11月的满意度。
在2017年3月的调查中，总体满意度、等待时间、沟通、责任意识、标本采集和态度方面存在高度不满。确定的主要挑战是：不遵守预期的等待时间、态度不佳、信息不足、人员短缺和监督不足。总体满意度、等待时间、沟通、应急响应、结果发布、标本采集、态度和责任意识方面的不满意率有统计学意义的降低。
等待时间是临床医生对实验室服务不满的主要原因。识别临床医生面临的挑战并有效实施纠正措施有助于提高临床医生的满意度。
