In Democratic Republic of the Congo (DRC), the laboratory TAT is significantly very long and do not comply with either international standards or the suggestions of customers. However, there is neither a national nor a local strategy to improve the laboratory TAT. The aim of the present study is to develop practical management strategies to shorten clinical laboratory tests' TAT. This was a qualitative study conducted in Kinshasa. Focus groups and Lean tools were used respectively to generate a wide range of views from a variety of laboratory staff and to eliminate several form of waste in the laboratory flow process. Based on the identified root causes of delay, focus groups participants reported that there is a lot of scope for the improvement of TAT in DRC. Consistent attendance and punctuality are essential. The hospital management should implement the Laboratory Information Systems (LIS) and install Middleware. Total laboratory automation, inventory system for all reagents and supplies used in the laboratory, expansion of the sampling area,

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In clinical laboratory, monitoring customers' satisfaction is required by laboratory quality standards, such as ISO15189:2012 and ISO17025:2017. However, there is no reliable and valid scale to measure clinical laboratory customers' satisfaction in DRC. This study aims to develop a theoretical and operational instrument for measuring customer satisfaction with clinical laboratory services. In order to develop a reliable and valid measurement tool, the general methodological approach recommended by Churchill was followed. The developed questionnaire was checked for reliability and validity using exploratory and confirmatory factor analyses. Structural Equation Modeling (SEM) was used to determine whether the hypothesis of the conceptual framework is acceptable in measuring customer satisfaction. The Principal Component Analysis (PCA) results showed a three-dimensionality of Customer

The delay in the delivery of laboratory results can be fatal and can even lead to the death of patients. This study was conducted at the clinical laboratory of the University Hospital of Kinshasa (UHK) from October 2020 to April 2021, aimed to evaluate the laboratory tests' turnaround time (TAT) and to identify reasons for delay. TAT was quantified using a time and motion analysis approach. The evaluation of TAT consisted of comparing the overall intra-lab TAT with the suggested TAT using student t-test at 95% confidence intervals. Brainstorming was the root cause analysis tool used for identifying reasons for delay. In this study, the laboratory tests' TATs were significantly higher (p < 0.001) comparing to international guidelines (60 minutes) and customers' suggested TAT (120 minutes). Only 0.98% of the samples were reported within 60 minutes of patient reception and 1.47% within 120 minutes, i.e. an outlier rate of 98.5%. Root causes of delay related to Machinery, Management, Manpower, Materials, Method and Milieu. Because of many reasons, the laboratory is not meeting the established TAT. Preventive and curative measures must be undertaken to reduce the delay and improve the TAT.