Physicians’ satisfaction with clinical laboratory services at public hospitals in Ethiopia: A national survey

Hailu, Hiwot Amare; Yalew, Anteneh; Desale, Adinew; Asrat, Habtamu; Kebede, Sisay; Dejene, Daniel; Abebe, Hiwot; Gashu, Andargachew; Moges, Birhan; Yemanebrhane, Nebiyou; Melese, Daniel; Ayele, Birhanu; Kebede, Adisu; Abate, Ebba

doi:10.1371/journal.pone.0232178

Cited by 13 publications

(35 citation statements)

References 16 publications

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“…As physicians are the primary clients of laboratories, their perceptions of the services delivered are crucial for quality service improvement of clinical laboratories. A satisfaction survey is one of the many ways where they can express their concerns about the services they have received and their opinions on what needs to be improved (Hailu et al, 2020). To assess this, the researchers utilized a questionnaire focused on five (5) laboratory service qualities: laboratory accessibility, report format, provision of services, TAT, and LIS.…”

Section: Discussionmentioning

confidence: 99%

Physicians' Satisfaction with The Service Quality of A Clinical Laboratory in Calapan City, Oriental Mindoro

Martin

Cawaling

Chumacera

et al. 2021

cpmhs

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Clinical laboratory service assessment is essential in improving the quality of care and guaranteeing that quality standards are achieved. Physicians are their primary clients as physicians rely extensively on laboratory findings to make reliable diagnoses. Thus, the study aimed to assess physicians' satisfaction at a clinical laboratory in Calapan City, Oriental Mindoro, Philippines, based on the quality of service they provide, by identifying which factors greatly influence physicians' satisfaction and the physicians' concerns and recommendations. The laboratory accessibility, report format, information system, turnaround time, and service provision are the five factors evaluated in this study. A mixed-method approach was utilized wherein an online survey consisting of a 5-point Likert scale, and open-ended questions were deployed using Google forms and answered by 42 physicians. IBM SPSS Statistics 22 and the MAXQDA system were used to evaluate the responses. Overall, the physicians were satisfied with the clinical laboratory's services (X=3.9762). The laboratory report format has the most significant impact on physicians' overall satisfaction and is the factor with which physicians are most satisfied. Improvement of the turnaround time is advised. Future studies, including more laboratories and participants, are suggested.

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Section: Discussionmentioning

confidence: 99%

Physicians' Satisfaction with The Service Quality of A Clinical Laboratory in Calapan City, Oriental Mindoro

Martin

Cawaling

Chumacera

et al. 2021

cpmhs

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“…Many aspects of laboratory services could be investigated from the clinician's perspective, such as the availability of ordered tests, courier services, availability of a helpful user guidebook, courtesy and respect, laboratory report format, turnaround time (TAT) of results, noti cation of critical results, and reliability of results [5,6]. Previous studies in Ethiopia have shown that physicians were most dissatis ed with the provision of timely results, advisory services and noti cation of panic values [14][15][16][17], including the behavioural manners of providers [14,18]. However, many argue the validity of user satisfaction as a measure of quality, particularly technical aspects, as users could be more sensitive to behavioural aspects [18,19].…”

Section: Introductionmentioning

confidence: 99%

“…However, many argue the validity of user satisfaction as a measure of quality, particularly technical aspects, as users could be more sensitive to behavioural aspects [18,19]. Previous studies have rarely explored clinicians' satisfaction in relation to objective measures of laboratory practice [11,14,20,21]. Assessment of quality from multiple perspectives could provide a better basis to inform managers on opportunities for balanced and thus sustainable improvement [5,6,20].…”

Section: Introductionmentioning

confidence: 99%

Clinicians’ perceived quality of laboratory services provided at public hospitals and primary health centres in northeast Ethiopia

Abebe

Temesgen

Abozin

2022

Preprint

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Background Satisfaction is a key measure of quality performance and an important tool for continual improvement. This study aimed to assess clinicians’ satisfaction with laboratory services delivered at public hospitals and health centres. Methods A facility-based cross-sectional study was conducted in northeast Ethiopia from May to June 2019. A total of 224 clinicians were randomly selected from 8 public hospitals and 24 health centres. 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 of factors with clinicians’ overall satisfaction level using STATA ver14.1. A p- value < 0.05 was considered significant. Results Overall, the majority (72.8%) of clinicians were satisfied. A higher percentage of clinicians were satisfied in hospitals than in primary health centres (56.0% vs. 76.8%, p = 0.003). The lowest mean ratings were obtained for the helpfulness of the user handbook (3.3), provision of STAT/urgent services (3.7) and adequacy of the test menu provided (3.8). The clinicians’ timely receipt of results, notification of panic results and perceived reliability of results, as well as the laboratories’ concordance rate of malaria microscopy results (based on blinded slide rechecking), were significantly associated with clinicians’ satisfaction (all, p ≤ 0.036). There were no associations with socio-demographic characteristics, stepwise accreditation level or star grade of the laboratories (p- values > 0.05). Conclusions More clinicians were dissatisfied with the services of the larger hospital laboratories than those of the primary health centres. Improvements need to emphasize the identified specific gaps related to both users’ experiences and technical quality aspects.

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“…A trend of low utilization of laboratory results in patient management has been observed as one of the major factors negatively impacting outcomes for most patients accessing health care services in resource-constrained countries of Sub-Saharan Africa [11,12]. Coupled with the challenges of high disease burden, scarce funding, inadequate health personnel, poor health linkages, and inadequate infrastructure, the practice has the potential to negatively affect the provision of quality health services [13]. We, therefore, undertook a cross-sectional descriptive study of the utilisation of laboratory services by clinicians at NTH and ADCH, two large tertiary referral hospitals in Ndola, Zambia.…”

Section: Introductionmentioning

confidence: 99%

Utilisation of laboratory test results for patient management by clinicians at two large referral hospitals in Zambia

Mwape

Daka

Matafwali

et al. 2020

Preprint

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Background Medical laboratory diagnosis is a critical component of patient management in the healthcare setup. Despite the availability of laboratory tests, clinicians may not utilise them to make clinical decisions. We investigated utilsation of laboratory tests for patient management among clinicians at Ndola Teaching Hospital (NTH) and Arthur Davison Childrens Hospital (ADCH), two large referral hospitals in the Copperbelt Province, Ndola, Zambia. Method We conducted a descriptive cross-sectional study among clinicians. The study deployed self-administered questionnaires to evaluate clinician utilisation, querying and confidence in laboratory results. Additional data on demographics and possible laboratory improvements were also obtained. Data were entered in Microsoft excel and exported to SPSS version 16 for statistical analysis. Results Of the 80 clinicians interviewed, 96.2% (77) reported using laboratory tests and their results in patient management. 77.5% (62) of the clinicians indicated they always used laboratory results to influence their patient management decisions. Of the selected laboratory tests, clinicians were more confident in using haemoglobin test results (91.2%). There was no statistically significant association between the clinicians gender or qualification and use of test results in patient management. Conclusion Our findings show that despite the majority querying laboratory results, most of the clinicians use laboratory results for patient management. There is need for interactions between the laboratory and clinical area to assure clinician confidence in laboratory results. Key words: utilisation, clinicians, laboratory tests, Ndola Teaching Hospital, Arthur Davison Childrens Hospital

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Physicians’ satisfaction with clinical laboratory services at public hospitals in Ethiopia: A national survey

Cited by 13 publications

References 16 publications

Physicians' Satisfaction with The Service Quality of A Clinical Laboratory in Calapan City, Oriental Mindoro

Physicians' Satisfaction with The Service Quality of A Clinical Laboratory in Calapan City, Oriental Mindoro

Clinicians’ perceived quality of laboratory services provided at public hospitals and primary health centres in northeast Ethiopia

Utilisation of laboratory test results for patient management by clinicians at two large referral hospitals in Zambia

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