Evaluation of Patient Satisfaction with Clinical Laboratory and Phlebotomy Services in a NABL Accredited Laboratory in a Tertiary Care Hospital, Eastern India: A Cross-sectional Study

Abstract

Introduction: Clinical laboratories play an indispensable role in patient care. Laboratory results help in approximately 70% of medical decision making. Patients are the best source of information on quality of service provided by an Institute, as their feedback can help in future planning and taking corrective action. Aim: To evaluate patient satisfaction with clinical laboratory and phlebotomy services in a National Accreditation Board for Testing and Calibration Laboratories (NABL) accredited laboratory in a tertiary care hospital in Eastern India. Materials and Methods: This was a hospital-based cross-sectional study, conducted from May 2021 to June 2021, on the patients visiting the central laboratory of Kalinga Institute of Medical Sciences (KIMS), Bhubaneswar, Odisha. A total of 265 participants above the age of 18 years were included in the study. They were provided with a feedback questionnaire (13 questions). A 5-point Likert scale rating of very dissatisfied, dissatisfied, neutral, satisfied and very satisfied was used. Descriptive statistics such as number and percentage were used to present the data. Results: Out of the total, 96% was the response rate, hence, the complete questionnaires analysed were of 254 participants (130 males and 124 females). Out of the total 254 participants, 155 (61%) were very satisfied, 61 (24%) were satisfied, 28 (11%) were neutral and 10 (3.93%) were dissatisfied with the overall laboratory services. Laboratory test results were reliable scored very high and was reported to be very satisfactory by 177 participants (69.68%), satisfactory by 51 participants (20.07%) and 165 participants (64.96%) were very satisfied and 58 participants (22.83%) were satisfied with staff courtesy, skill and behaviour. However, none of the participants were very dissatisfied and 10 (4%) were dissatisfied, expected the laboratory services to be little better. For explanation of test results 79 participants (31.10%) were very dissatisfied and another 114 participants (44.88%) were dissatisfied. A total of 34 participants (13.38%) were very dissatisfied and another 50 participants (19.68%) were dissatisfied with the given information about location and time of report collection. Conclusion: Patient satisfaction is an important indicator of the quality of service delivered. The overall satisfaction level with the laboratory service was 85%, showing a majority of the participants were satisfied or very satisfied with the overall services of the laboratory. There is a need to improve on cleanliness and more emphasis is to be laid, on transmission of accurate and adequate information to the patients.

Keywords

• medical diagnosis
• national accreditation board for testing and calibration laboratories
• patient care