Assessments Of Patients Satisfaction Towards Clinical Laboratory Services Received At Uniformed Service Hospitals In Addis Ababa Ethiopia

Back ground: The patients experience the services in another way than the laboratory staff andrnmanagement, and may indicate weak elements in laboratory services that the laboratory was notrnaware of. Therefore, the clients of the laboratory are a very good source to discover elements ofrnKey words: Satisfaction, Patients’ satisfaction, Clinical laboratory servicesrnrnlaboratory service that can be improved.rnObjective: To assess patients’ satisfaction towards clinical laboratory services received atrnUniformed Service Hospitals in Addis Ababa, April to May 2014.rnMethods: A cross sectional, hospital based, descriptive study was conducted between April andrnMay, 2014, on a sample of 422 service users of the laboratory using systematic random samplingrntechnique. Data was collected using structured questionnaire, through face to face interview andrnanalyzed by SPSS windows version 15.0. Satisfaction score was calculated by using Likert’s fivernScale giving a value of 1 for very dissatisfied up to a value of 5 for very satisfied. Median of thernsummary score of satisfaction was used to classify as satisfied and dissatisfied since therndistribution of summary scores was skewed. Logistic regression model was also used to examinernthe effect of selected variables on patients’ satisfaction with laboratory services. P-Value lessrnthan 0.05 were taken as statistically significant.rnResults: The respondent’s age range was between 18 and 66 years. 34.4% and 65.6% were fromrnArmed Forces Referral and Teaching Hospital and Federal Police Referral Hospital, respectively.rnThe overall satisfaction level of patients towards clinical laboratory services was 51.7% with thernresponse rate of 422 (100%). Among the different indicators, patients were highly satisfied withrncourtesy/respect by laboratory workers (84.6%) while patients were highly dissatisfied withrnunavailability of laboratory workers on working hours (48.6%). The major determinants forrndissatisfaction were long waiting time to give laboratory specimen (AOR=1.99, 95% CI 1.10 –rn3.58, P=0.02), lack of place in blood drawing room to put personal thing (AOR= 6.83, 95%CIrn3.07 – 15.20, P=0.00), lack of place in latrine room to put personal things (AOR=21.95, 95% CIrn5.38-89.51, P=0.00), unavailability of ordered laboratory tests (AOR=2.98, 95% CI 1.68-5.34,rnP=0.00) and dissatisfaction of patients towards pre-laboratory services (AOR= 7.99, 95% CIrn4.47- 12.28, P=0.00).rnConclusion: Of 422 respondents only 51.7 % of patient was satisfied with clinical laboratoryrnservices. Long waiting time to give laboratory specimen, availability of place in latrine and bloodrndrawing rooms to put personal things, unavailability of ordered laboratory tests andrndissatisfaction of patients towards pre-laboratory services were found to have statisticallyrnsignificant association with the overall satisfaction of patients towards clinical laboratoryrnservices. Therefore, these might be the possible determinants for the dissatisfaction of patientsrnwith clinical laboratory services.

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