Ann Lab Med.  2014 Sep;34(5):380-385. 10.3343/alm.2014.34.5.380.

Customer Satisfaction Survey With Clinical Laboratory and Phlebotomy Services at a Tertiary Care Unit Level

• Koh YR
• Kim SY
• Kim IS
• Chang CL
• Lee EY
• Son HC
• Kim HH

• KMID: 1791954
• DOI: http://doi.org/10.3343/alm.2014.34.5.380

Abstract

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.

Keyword

Customer satisfaction survey; Clinical laboratory; Phlebotomy; Service

MeSH Terms

Humans
Internet
Interviews as Topic
Laboratories
*Personal Satisfaction
*Phlebotomy
Questionnaires
Tertiary Healthcare
User-Computer Interface

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