Tsegaye, Aster (MSc, PhD)Tefera, Zigba2018-10-192023-11-062018-10-192023-11-062017-11http://etd.aau.edu.et/handle/123456789/12992Introduction: Patient satisfaction is a major component of a quality management system, and a significant requirement in the ISO standards. It is also an important and useful quality improvement tool for clinical laboratory, health care organizations, and business in general. Most clinical laboratories are required to assess their patients satisfaction in order to maintain their accreditations. Objectives: To assess patient satisfaction on selected laboratory services and determine associated factors among SLMTA program implementing Hospital laboratories in Addis Ababa. Methods: Hospital based cross sectional study was conducted to assess patient satisfaction on laboratory services among SLMTA program implementing hospital laboratories at Zewditu memorial, Ras Desta Damtew memorial, Yekatit 12, Terunesh-Bejieng, Gandi memorial and Minilik II hospitals in Addis Ababa. A structured questionnaire was used to interview a total of 596 laboratory services user patients by trained data collectors. Data was entered and analyzed using SPSS version 20. Patient satisfaction was determined based on mean score cutoff. Result: Out of the 596 patients, 317 (53%) were satisfied with the laboratory services given in the six hospitals under Addis Ababa City Administration. There was significant association between educational status of respondents, SLMTA program laboratory STAR grade and turnaround time with level of satisfaction of patients (P- value < 0.05). In Likert Scale, the overall mean rate of satisfaction of patients with laboratory services was 3.92 out of the 5 points. The mean rate of satisfaction for different aspects of laboratory services ranged from 3.18 to 4.34. The highest mean rate of satisfaction were given for location of laboratory and measures taken to assure privacy during specimen collection with mean rating of 4.34 and 4.32 respectively. Patient satisfaction was lowest with the adequacy of sitting arrangement in waiting area, Cleanness of Latrine and Time spent waiting to get the laboratory result. Conclusion: The overall degree of patients’ satisfaction with the clinical laboratory services was not satisfactory. Therefore, hospital administration and the laboratory department of each Hospitals should strive more to enhance patients’ satisfaction by addressing the identified gaps.en-USAssessment, Patient satisfaction, Hospital, clinical laboratory service, EthiopiaThesis