Assessment of quality of clinical laboratory service and clients’ satisfaction at public General Hospitals in Addis Ababa, Ethiopia.

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Addis Abeba University


Background: - Laboratory services are essential components in the diagnosis and treatment of patients infected with a variety of diseases. The laboratory infrastructure and quality remain in its nascent stages in most countries in Africa which demanded strengthening them. There are limited studies on quality of clinical laboratory services in Addis Ababa, Ethiopia. Objectives: - To assess quality of clinical laboratory services and clients satisfaction in public general hospitals in Addis Ababa. Methods:- A facility based quantitative study was conducted using two study instruments. The WHO-AFRO accreditation tool was used to measure the quality standard according to the WHO- AFRO score. Service quality descriptive measures were used to measure quality. On the other hand, customers’ satisfaction was measured using 422 clients’ exit interview in five public general hospital laboratories. Sampling proportionate to size technique was employed. Descriptive summary measures and odds ratio along with 95% CI in binary logistic regression was used to measure magnitude and association respectively. Results:- The mean score of all five public general hospital laboratories in the observational study using WHO/AFRO accreditation checklist were 65.5%, and ranked as two stars. Whereas only 47.6% of the respondents perceived the clinical laboratory service as good quality or satisfied. Politeness and willingness of health providers,(66.1%). Professionals’ neatness and physical appearance, (61.2%)were better attributes in clients’ satisfaction. However, clients were highly dissatisfied by cleanliness of latrine, (47.6 %) and turnaround time, (30.5 %)of the results. Conclusion: - The quality of laboratories in public hospitals of Addis Ababa were found to be much less than WHO/AFRO international accreditation quality standards. And satisfaction rate of clients was also low. The satisfaction was found to be much lower in turnaround time and cleanliness of latrines in laboratories. Recommendations: - The Regional Government and Regional Office of laboratory coordinators should take measures to enhance quality of clinical laboratory services within the public general hospitals. In service trainings should also be availed to laboratory personnel. Continuous monitoring of laboratory services should be done to achieve full accreditation and maximum patient satisfaction. The Ethiopian Health Sector Development Program should have targets with regards to laboratory quality improvement. Detailed studies should also be done at national level.



Clinical laboratory service , clients’ satisfaction