Patients’ Satisfaction with Clinical Laboratory Services in Public Hospitals in Ethiopia

Hailu, Hiwot Amare; Lule, Adinew Desale; Yalew, Anteneh; Alaba, Habtamu Asrat; Kebede, Sisay; Dejene, Daniel; Gebremicheal, Hiwot Abebe; Gashu, Andargachew; Yenealem, Dereje; Ejigu, Birhan Moges; Woldeamanuele, Nebiyou Yemanebrhane; Desalegn, Daniel Melese; Gurmessa, Ashebir; Mohammed, Awad; Getu, Zekaryas; Ayana, Gonfa; Anbessa, Adisu Kebede; Abate, Ebba

doi:10.21203/rs.2.13537/v1

Cited by 4 publications

(4 citation statements)

References 6 publications

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“…Indeed, what was stated by the patients more re ect the realities of the patient-practitioner communication as it conforms to the researcher's observational data. The 50.6% of patients who were not informed about the testing turnaround time as found by this study is however lower than the 88% reported in a national survey in Ethiopia (13). Incidentally, majority of the individuals who reported knowing their respective testing turnaround times were those undertaking blood chemistries.…”

Section: Discussioncontrasting

confidence: 77%

A Cross-Case Analyses of Laboratory Professionals-Patients Interaction for Patients Accessing Laboratory Services at University of Cape Coast Hospital and Ewim Polyclinic in the Cape Coast Metropolis, Ghana

Adu

2020

Preprint

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Background: There is scarcity of data on experiences of patients who access laboratory services during hospital visits in sub-Saharan Africa. This study sought to evaluate the depth of laboratory professionals-patient interactions during pre- and post-sampling period at two hospitals in Ghana. Methods: This study used real time observations of patient-laboratory staff interactions to collect first-hand data. Additionally, two separate sets of semi-structured questionnaires were used to collect data on the experiences of patients and laboratory professionals. Data were entered into Microsoft Excel and analysed using SPSS version 25. Results: Inadequate laboratory space is a major factor limiting adequacy of patients-laboratory professionals’ interactions. Overall, even though the laboratory professionals (93.3%) overwhelmingly agreed to the need to inform patients about the turnaround time of the respective laboratory testing, this was not routinely done. Irrespective of patients’ educational attainment, patients were poorly informed about their respective laboratory tests. Although both patients and laboratory professionals (60.0% vs 63.6% respectively) indicated that the prescriber has responsibility to inform patients about their laboratory testing, only 29.1% of patients indicated having received such explanations from their respective prescribers. Furthermore, although 28.1% of patients indicated knowing the specifics of their respective test requisition, only 15% could correctly identify their requested laboratory testing. Conclusion: There is the need for standard operating protocols to standardize practitioner-patient interaction at the two facilities. Moreover, there is the need for laboratory staff-prescribers engagement to clearly delineate who has what responsibilities regarding informing patients about laboratory testing.

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Section: Discussioncontrasting

confidence: 77%

A Cross-Case Analyses of Laboratory Professionals-Patients Interaction for Patients Accessing Laboratory Services at University of Cape Coast Hospital and Ewim Polyclinic in the Cape Coast Metropolis, Ghana

Adu

2020

Preprint

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“…As such, satisfaction contains the person’s appraisal, which includes both affective (or emotional) and cognitive (evaluative) components [ 14 , 15 ]. Health consumer satisfaction is a unique structure, distinct from regular customer satisfaction since healthcare services have a major impact on physical wellbeing [ 16 , 17 ]. Hence, a bad service experience in the healthcare context is more threatening than a bad service experience in general, as it might constitute a life threat [ 18 ].…”

Section: Introductionmentioning

confidence: 99%

Exploring the usefulness of medical clowns in elevating satisfaction and reducing aggressive tendencies in pediatric and adult hospital wards

Efrat-Triester

Altman

Friedmann

et al. 2021

BMC Health Serv Res

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Background Most existing research on medical clowns in health care services has investigated their usefulness mainly among child health consumers. In this research we examined multiple viewpoints of medical staff, clowns, and health consumers aiming to identify the optimal audience (adult or child health consumers) for which medical clowns are most useful. We focused on exploring their usefulness in enhancing health consumers’ satisfaction and, in turn, reducing their aggressive tendencies. Methods We conducted three studies that examined the placement fit of medical clowns from different points of view: medical staff (Study 1, n = 88), medical clowns (Study 2, n = 20), and health consumers (Study 3, n = 397). The main analyses in Studies 1 and 2 included frequencies and t-tests comparing perceived adult and child satisfaction with clowns’ performance. Study 3 used moderated-mediation PROCESS bootstrapping regression analysis to test the indirect effect of negative affectivity on aggressive tendencies via satisfaction. Exposure to the medical clown moderated this relationship differently for different ages. Results Studies 1 and 2 show that the majority of medical clowns and medical staff report that the current placement of the medical clowns is in pediatric wards; about half (44% of medical staff, 54% of medical clowns) thought that this placement policy should change. In Study 3, data from health consumers in seven different hospital wards showed that clowns are useful in mitigating the effect of negative affectivity on satisfaction, thereby reducing aggressive tendencies among health consumers under the age of 21.6 years. Surprisingly, medical clowns had the opposite effect on most adults: for health consumers who were exposed to the medical clown and were above the age of 21.6 negative affectivity was related to decreased satisfaction, and an increase in aggressive tendencies was observed. Discussion Medical clowns are most useful in elevating satisfaction and reducing aggressive tendencies of children. Older adults, on the other hand, exhibit lower satisfaction and higher aggressive tendencies following exposure to the performance of medical clowns. Conclusion Medical clowns should be placed primarily in children’s wards.

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“…Waiting times are soaring globally, while satisfaction with hospital visits is dropping. Therefore, if patients' waiting times could be shortened, satisfaction levels with such systems (and even the overall medical experience) can be greatly improved [68].…”

Section: A Principal Findingsmentioning

confidence: 99%

Barriers and Enablers to the Implementation of Intelligent Guidance Systems for Patients in Chinese Tertiary Transfer Hospitals: Usability Evaluation

Cao

Zhang

Dai

et al. 2023

IEEE Trans. Eng. Manage.

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Since the early 2000s, information systems have been widely employed across hospitals in China, changing the way in which processes are managed, improving customer satisfaction and strengthening business competence. Intelligent Guidance Systems for Patients (IGSP), which resemble humanoid characteristics using Artificial Intelligence (AI), assist patients in wayfinding, obtaining medical guidance, consultations, and other medical services, and can improve user experiences before, during and after hospital visits. However, despite their widespread adoption, usability studies on such systems are scarce. To date, there is no practical or standardized measurement for system usability, leading to difficult inspection, maintenance and servicing processes. This study aims to determine the usability deficiency of IGSP and understand how various factors influence user satisfaction during their use. We employ the requirements set out in the ISO9241-11:2018 standard, using two inspection methods with 3 experts and 346 valid end-users. First, a Heuristic evaluation method was employed to detect usability problems and to demonstrate violations of Nielsen's 10 heuristic principles. Second, a System Usability Scale (SUS) was applied to evaluate participants' satisfaction towards IGSP.Finally, analysis of variance tests and a multiple linear regression analysis was performed to establish correlations between user satisfaction and characteristics.

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Patients’ Satisfaction with Clinical Laboratory Services in Public Hospitals in Ethiopia

Cited by 4 publications

References 6 publications

A Cross-Case Analyses of Laboratory Professionals-Patients Interaction for Patients Accessing Laboratory Services at University of Cape Coast Hospital and Ewim Polyclinic in the Cape Coast Metropolis, Ghana

A Cross-Case Analyses of Laboratory Professionals-Patients Interaction for Patients Accessing Laboratory Services at University of Cape Coast Hospital and Ewim Polyclinic in the Cape Coast Metropolis, Ghana

Exploring the usefulness of medical clowns in elevating satisfaction and reducing aggressive tendencies in pediatric and adult hospital wards

Barriers and Enablers to the Implementation of Intelligent Guidance Systems for Patients in Chinese Tertiary Transfer Hospitals: Usability Evaluation

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