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Clinicians’ satisfaction with laboratory services and associated factors at public health facilities in Northeast Ethiopia

BACKGROUND: Satisfaction has become a key measure of quality and an important tool for improvement. Laboratories are increasingly required to regularly assess satisfaction of their customers. This study aimed to assess clinicians’ satisfaction with laboratory services and associated factors at publi...

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Autores principales: Abebe, Daniel Dagne, Temesgen, Minwuyelet Maru, Abozin, Addisu Tesfie
Formato: Online Artículo Texto
Lenguaje:English
Publicado: BioMed Central 2023
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10173562/
https://www.ncbi.nlm.nih.gov/pubmed/37170228
http://dx.doi.org/10.1186/s12913-023-09429-0
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author Abebe, Daniel Dagne
Temesgen, Minwuyelet Maru
Abozin, Addisu Tesfie
author_facet Abebe, Daniel Dagne
Temesgen, Minwuyelet Maru
Abozin, Addisu Tesfie
author_sort Abebe, Daniel Dagne
collection PubMed
description BACKGROUND: Satisfaction has become a key measure of quality and an important tool for improvement. Laboratories are increasingly required to regularly assess satisfaction of their customers. This study aimed to assess clinicians’ satisfaction with laboratory services and associated factors at public health facilities. METHODS: A facility-based cross-sectional study was conducted in Northeast Ethiopia from May to June 2019. Eight hospitals and 24 health centres were first selected using a stratified sampling method, and a total of 224 randomly selected clinicians were included. Satisfaction with multiple aspects of laboratory services was assessed using a self-administered questionnaire, on a rating scale of 1 (very dissatisfied) to 5 points (very satisfied). Laboratory quality assessment was performed using WHO-AFRO’s stepwise accreditation checklist. Multivariable logistic regression model was fitted to determine the association between independent variables and clinicians’ overall satisfaction level using STATA ver14.1. A p-value < 0.05 was considered significant. RESULTS: Overall, 72.8% of the clinicians were satisfied. Lowest mean ratings were obtained for the helpfulness of the laboratory handbook (3.3), provision of STAT/urgent services (3.7), and adequacy of tests provided (3.8). The clinicians’ timely receipt of results (AOR = 2.3, 95% CI = 1.1–5.0), notification of panic results (AOR = 2.5, 95% CI = 1.1–5.6), perceived quality/reliability of test results (AOR = 3.1, 95% CI = 1.5–6.3), and the laboratories’ rate of concordant malaria microscopy results (AOR = 4.1, 95% CI = 1.8–9.3), were significantly associated with satisfaction. CONCLUSIONS: Nearly one-third of clinicians were not satisfied with the laboratory services. Laboratory managers should emphasize the timely communication of STAT/urgent and panic results, and the reliability of test results, to improve users’ satisfaction and overall quality of care.
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spelling pubmed-101735622023-05-12 Clinicians’ satisfaction with laboratory services and associated factors at public health facilities in Northeast Ethiopia Abebe, Daniel Dagne Temesgen, Minwuyelet Maru Abozin, Addisu Tesfie BMC Health Serv Res Research BACKGROUND: Satisfaction has become a key measure of quality and an important tool for improvement. Laboratories are increasingly required to regularly assess satisfaction of their customers. This study aimed to assess clinicians’ satisfaction with laboratory services and associated factors at public health facilities. METHODS: A facility-based cross-sectional study was conducted in Northeast Ethiopia from May to June 2019. Eight hospitals and 24 health centres were first selected using a stratified sampling method, and a total of 224 randomly selected clinicians were included. Satisfaction with multiple aspects of laboratory services was assessed using a self-administered questionnaire, on a rating scale of 1 (very dissatisfied) to 5 points (very satisfied). Laboratory quality assessment was performed using WHO-AFRO’s stepwise accreditation checklist. Multivariable logistic regression model was fitted to determine the association between independent variables and clinicians’ overall satisfaction level using STATA ver14.1. A p-value < 0.05 was considered significant. RESULTS: Overall, 72.8% of the clinicians were satisfied. Lowest mean ratings were obtained for the helpfulness of the laboratory handbook (3.3), provision of STAT/urgent services (3.7), and adequacy of tests provided (3.8). The clinicians’ timely receipt of results (AOR = 2.3, 95% CI = 1.1–5.0), notification of panic results (AOR = 2.5, 95% CI = 1.1–5.6), perceived quality/reliability of test results (AOR = 3.1, 95% CI = 1.5–6.3), and the laboratories’ rate of concordant malaria microscopy results (AOR = 4.1, 95% CI = 1.8–9.3), were significantly associated with satisfaction. CONCLUSIONS: Nearly one-third of clinicians were not satisfied with the laboratory services. Laboratory managers should emphasize the timely communication of STAT/urgent and panic results, and the reliability of test results, to improve users’ satisfaction and overall quality of care. BioMed Central 2023-05-11 /pmc/articles/PMC10173562/ /pubmed/37170228 http://dx.doi.org/10.1186/s12913-023-09429-0 Text en © The Author(s) 2023 https://creativecommons.org/licenses/by/4.0/Open AccessThis article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article’s Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article’s Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/ (https://creativecommons.org/licenses/by/4.0/) . The Creative Commons Public Domain Dedication waiver (http://creativecommons.org/publicdomain/zero/1.0/ (https://creativecommons.org/publicdomain/zero/1.0/) ) applies to the data made available in this article, unless otherwise stated in a credit line to the data.
spellingShingle Research
Abebe, Daniel Dagne
Temesgen, Minwuyelet Maru
Abozin, Addisu Tesfie
Clinicians’ satisfaction with laboratory services and associated factors at public health facilities in Northeast Ethiopia
title Clinicians’ satisfaction with laboratory services and associated factors at public health facilities in Northeast Ethiopia
title_full Clinicians’ satisfaction with laboratory services and associated factors at public health facilities in Northeast Ethiopia
title_fullStr Clinicians’ satisfaction with laboratory services and associated factors at public health facilities in Northeast Ethiopia
title_full_unstemmed Clinicians’ satisfaction with laboratory services and associated factors at public health facilities in Northeast Ethiopia
title_short Clinicians’ satisfaction with laboratory services and associated factors at public health facilities in Northeast Ethiopia
title_sort clinicians’ satisfaction with laboratory services and associated factors at public health facilities in northeast ethiopia
topic Research
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10173562/
https://www.ncbi.nlm.nih.gov/pubmed/37170228
http://dx.doi.org/10.1186/s12913-023-09429-0
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