Evaluation of Medical Laboratory Performance by using Quality Indicators, Customer Satisfaction and KAP of Laboratory Professionals at Tikur Anbessa Specialized Hospital, Addis Ababa, Ethiopia.
No Thumbnail Available
Date
2023-02
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
Background: Establishing and maintaining a standardized process in medical laboratories isthe most important approach in providing quality results. However, there is very limitedresearch-based information on the level of standardized laboratory performance in developingcountries. Thus, the objective of this study is to evaluate medical laboratory performance byusing Quality indicators, with customer satisfaction, and its associated factors in Tikur Anbessaspecialized hospital, Addis Ababa, Ethiopia.
Methods: A cross sectional study was conducted from Oct 2021 to March 2022 in Addis Ababaat Tikur Anbessa specialized hospital (TASH). We assessed and monitored using various qualityindicators at the five laboratory departments by adapting standardized format. The performancehas evaluated by these indicators and compared with pre-set targets. Data was entered in Epidataand analyzed by SPSS version 23. The KAP level assessment was performed using 36 questionsencompassing qualitative and quantitative aspects of quality practice in 45 participants. Self-administered pretested face-to-face interviews were performed and completed by a respondentwithout intervention of the researchers. which is a 5-point Likert scale, with 1 and 5 indicatingthe lowest and highest levels of satisfaction, respectively. And their weighted average was usedto categorize the satisfaction level of the study participants in the laboratory service with asample size of 900 patients and 164 physicians.
Result: Here we present the overall quality indicator of TASH as: 133,213(79.5%) tests weremeet predefined target TAT. The most frequent reagents stock out were in clinical chemistry.service interruption at least occurred once to two times in a month; urine & parasitologydepartment has the highest rate with 3(60%) tests interrupted for continuous six months. Duringthe study period there have been three round EQA participation's and the feed-backs weresatisfactory. The maximum sample rejection rate recorded is emergency department relativelyfrom the five departments with 780(5.3%). The numbers shown that urine & parasitology,hematology, sections has the lowest sample rejection rate of 116(0.8%) and 416(0.8%)respectively. Moreover, the overall satisfaction with the laboratory service among the physiciansand patients was 37.2% and 66.2% respectively. According to the overall scoring, 4.4% of therespondents had poor knowledge regarding quality assurance points, 77.8% of respondents hadaverage knowledge, though only 17.8% had good knowledge, 23(51.1%) strongly agreed, and22(48.9%) agreed on Quality assurance helps medical technologists and the laboratory attain amore accurate and precise result. 80% of participants often practice quality assurance. Whencompared to patients who got in touch with laboratory personnel who has better communicationbefore and during sample collection, they were 2.17 times more likely to be satisfied thandissatisfied patient (AOR=2.17(1.346-3.510);P value=<.001).
Conclusion: The research demonstrates that TASH laboratory performs below the targetobjectives, specifically in customer satisfaction levels, TAT, and specimen rejection rates. Thus,the laboratory should strictly follow and evaluate quality indicators periodically, as they play a
key :role in reducing the risk of errors in clinical laboratories.
Description
Keywords
Quality indicator performance evaluation associated factors Ethiopia Tikur Anbessa