Assessment of Physicians’ and Nurses’ Satisfaction towards Clinical Laboratory Service in Selected Public Hospitals,Addis Ababa,Ethiopia

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Addis Ababa Universty


Background: A comprehensive care and treatment program requires a well-functioninglaboratory services. Measurement of physicians‘ and nurses‘satisfaction is essential for evaluating the delivery of health care andfor assessing patient outcomes.It is also as an important indicator of quality of care and a major component of laboratory quality assurance program. Objective:To assessphysicians‘ and nurses‘ satisfaction towards laboratory service among selected public hospitals in Addis Ababa, Ethiopia Methods: a cross sectional study wasconducted in 4 selected hospitals in Addis Ababa, involving 402physicians and nurses. Quantitative and Qualitative data were randomly collected from the four selected hospitals proportionally. Volunteering physicians and nurseswere included. Questionnaire was developed based on the format from published articles.SPSS version 20was used for data entry and analysis. Five point Likert Scale was utilized. Mean score calculated and satisfaction were determined based on scores equal and above to the mean. Frequencies and proportions calculated. Odds ratio with confidence intervals and P values less than 0.05 was used to determine the direction and strength of the association. Test statistics with chi square was used Result:Data werecollected from 132 physicians and 270 nurses. The mean satisfaction score was 3.0. Overall satisfaction for physician and nurses on clinical laboratory service were 64%. The highest rate of satisfaction was on availability of the staff during working hour(74.9%)and location of the laboratory(70.9%) followed by cleanness and organization of the room (69.1%), reporting of complete test result (69%). Less satisfaction rates were identified for consistency of the overall laboratory service (34.3%), panic result notification (37.9%), adequate test menu on test format (38.3%), and compatibility of laboratory result with patient condition (55.9%). In-depth interview of physicians revealed that consistency of overall laboratory service and critical result notificationare the main area of dissatisfaction. Conclusion and recommendation: The overall degree of professional‘s satisfaction with laboratory services was good. But further analysis is needed to identify the source which can affect the consistency of the overall laboratory service. Therefore, the hospital administrations, health bureau and ministry of health should focus on the identified gaps.



Satisfaction, Clinical laboratory Service