Morgan M S
Medical Microbiology Pathology Laboratory, Exeter, Devon.
J Clin Pathol. 1995 Oct;48(10):915-8. doi: 10.1136/jcp.48.10.915.
To ascertain the perception of laboratory users regarding the quality of the medical microbiology services in a district general hospital.
Detailed questionnaires were circulated to all clinicians in the locality, with headings covering the quality of medical advice provided, the availability of information on specimen collection, format of request forms, specimen transport arrangements, turnaround times, the quality and need for interpretative advice, and the overall impression of the quality of the services provided.
Two hundred and thirty five replies were received, giving a response rate of 69%. Transportation of specimens and communication of reports were identified as priority areas for improvement. The overall quality of the service was perceived as satisfactory, although areas were identified where substantial improvements could be made, some at little or no cost to the laboratory.
The survey focused clinicians' attention on the service, raised the profile of the laboratory, and resulted in improved communications and a better understanding of customer needs. Overall, the exercise was felt to be extremely useful, and worthwhile repeating to gauge the effect of the changes instituted as a result.
确定地区综合医院实验室用户对医学微生物学服务质量的看法。
向当地所有临床医生发放详细问卷，标题涵盖所提供医学建议的质量、标本采集信息的可获取性、申请表格式、标本运输安排、周转时间、解释性建议的质量和需求，以及对所提供服务质量的总体印象。
共收到235份回复，回复率为69%。标本运输和报告传达被确定为需要改进的优先领域。尽管发现了一些可大幅改进的领域，其中一些对实验室几乎没有成本或成本很低，但服务的总体质量被认为是令人满意的。
该调查使临床医生将注意力集中在服务上，提高了实验室的知名度，并改善了沟通，增进了对客户需求的理解。总体而言，该活动被认为非常有用，值得再次开展以评估由此做出的改变所产生的效果。
