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International Journal of Laboratory Medicine & Research Volume 1 (2015), Article ID 1:IJLMR-101, 4 pages
http://dx.doi.org/10.15344/2455-4006/2015/101
Research Article
Physician's Satisfaction from Laboratory Services in Maternity and Children Hospital in Makkah

Rana G. Zaini1, Rania G. Zaini2*

1Department of Medical Laboratories, College of Applied Medical Sciences, Taif University, Taif, Kingdom of Saudi Arabia
2Medical Education Department, Faculty of Medicine, Umm AlQura University, Makkah, Kingdom of Saudi Arabia
Dr. Rania G. Zaini, Department of Medical Laboratories, College of Applied Medical Sciences, Taif University, Taif, Kingdom of Saudi Arabia; E-mail: ranazaini2@tu.edu.sa
05 November 2014; 17 February 2015; 19 February 2015
Zaini RG, Zaini RG (2015) Physician's Satisfaction from Laboratory Services in Maternity and Children Hospital in Makkah. Int J Lab Med Res 1: 101. doi: http://dx.doi.org/10.15344/2455-4006/2015/101

Abstract

Background: Physicians are primary customers of laboratory services and their perception of the provided services is considered an important measure of quality assurance. This study investigates the physicians’ satisfaction of laboratories’ services, in Maternity and Children Hospital in Makkah, to identify strength and possible limitations, which might inform the development plans for more efficient services.
Methods: The study measured satisfaction of laboratories’ primary customer (physicians) of provided services in fourfold: quality of reports, communication, management, and TAT. Paper-based survey of 5-Likert Scale, ranged from Strongly Disagree (1) to Strongly Agree (5) was developed based on the CAP survey and related published studies. The questionnaire was piloted and then demonstrated between May and June 2014.
Results: Sixty-three physicians complete the survey. The overall satisfaction of the provided services were limited with mean score 64/120. Respondents were not pleased with the majority of items with mean ranged between 3.4 (Unsure) to 2.3 (Disagree). Physicians were most satisfied with courtesy of laboratory personnel (mean= 3.4), accuracy of laboratory results (mean= 3.2) and staff support to research projects (mean= 3.1). However, the lowest satisfaction rete was reported with the test turnaround times (TAT) for state, and routine tests for inpatient and outpatient.
Conclusion: This study presented a number of negative observations of laboratory services at the Maternity and Children Hospital in Makkah, which mainly related to administration, communication, quality and delay in TAT. The efficiency and optimization of laboratory service need to be readdressed by the laboratory administration. Effective extra laboratory communication channels needed to be established to improve interaction between laboratory and physicians. Point-of-care testing (POCT) is one of the promising implementing to improve TAT since, no time required for sample's preparation and transportation.