Customer satisfaction survey with clinical laboratory and phlebotomy services at a tertiary care unit level

• Published in: Annals of laboratory medicine Vol. 34; no. 5; pp. 380 - 385
• Main Authors: Koh, Young Rae, Kim, Shine Young, Kim, In Suk, Chang, Chulhun L, Lee, Eun Yup, Son, Han Chul, Kim, Hyung Hoi
• Format: Journal Article
• Language: English
• Published: Korea (South) The Korean Society for Laboratory Medicine 01-09-2014; 대한진단검사의학회
• Subjects: Brief Communication; Humans; Internet; Interviews as Topic; Laboratories; Personal Satisfaction; Phlebotomy; Surveys and Questionnaires; Tertiary Healthcare; User-Computer Interface; 병리학; Service; Clinical laboratory; Customer satisfaction survey; Phlebotomy
• ISSN: 2234-3806; 2234-3814
• DOI: 10.3343/alm.2014.34.5.380

We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate our clinical laboratory and phlebotomy services. Thus, we wish to share our experiences with the customer satisfaction survey for clinical laboratory and phlebotomy services. Board members of our laboratory designed a study procedure and study population, and developed two types of questionnaire. A satisfaction survey for clinical laboratory services was conducted with 370 physicians and 125 nurses by using an online or paper questionnaire. The satisfaction survey for phlebotomy services was performed with 347 outpatients who received phlebotomy services by using computer-aided interviews. Mean satisfaction scores of physicians and nurses was 58.1, while outpatients' satisfaction score was 70.5. We identified several dissatisfactions with our clinical laboratory and phlebotomy services. First, physicians and nurses were most dissatisfied with the specimen collection and delivery process. Second, physicians and nurses were dissatisfied with phlebotomy services. Third, molecular genetic and cytogenetic tests were found more expensive than other tests. This study is significant in that it describes the first reference survey that offers a survey procedure and questionnaire to assess customer satisfaction with clinical laboratory and phlebotomy services at a tertiary care unit level.