ASSESSMENT OF PATIENT SATISFACTION AND ASSOCIATED FACTORS AMONG PATIENT ATTENDING CLINICAL LABORATORY AT WORABE COMPREHENSIVE SPECIALIZED HOSPITAL, WORABE,ETHIOPIA

Abstract

Background: laboratory testing is a powerful tool that can help identify disease, monitor diseases progression, and track the effectiveness of treatment. Clinical laboratory services are health care facilities providing a wide range of laboratory procedures which aid the physcians in carrying out the diagnosis, treatment, and management of patients. Customer satisfaction is a pillar for the effectiveness of health care services provided and for the improved patient health status. Health services are in a state of constant and rapid development in response to technological, social and economic changes. This was found to be largely influenced by growing consumer satisfaction and consciousness in health care and countries including Ethiopia, there is an information gap on Patient satisfaction of laboratory related services particularly in worabe comprehensive specialized Hospital as there was no previous study, therefore this study is intended to address the gap on the status of patient satisfaction in laboratory related services. Objective: The objective of this study was to assess patient satisfaction with clinical laboratory services at worabe comprehensive specialized hospital,worabe ,Ethiopia 2023 Method: Institutional based cross sectional was conducted. A total of 299 pts was involved in the study using simple random sampling technique. Data were entered into using Epi data version and exported to Spss version 21 for bivariate and multivariate analysis were applied to determine level and predicator of patient satisfaction. RESULT: Out of the 299 patients, the overall level of satisfaction among patients attending clinical laboratory service was 150 (50.2%) satisfied with the laboratory services given in the worabe comprehensive specialized hospital. In Likert Scale, the overall mean rate of satisfaction of patients with laboratory services was 3.7 out of the 5 points. The mean rate of satisfaction for different aspects of laboratory services ranged from 2.87 to 4.24. The highest mean rate of satisfaction were given for cleanliness of the blood drawing area and cleanliness of the hospital with mean rating of 4.24 and 4.22 respectively. Patient satisfaction was lowest with the information given before specimen collection outside laboratory room , test results received on IX time as told and completeness of information on how and when to receive laboratory result. Sex of respondent (AOR=1.623, 95%CI: 1.020-2.581) and marital status (AOR=1.653 95%CI: 1.012- 2.701) was significantly associated with patient satisfaction. Conclusion and recommendation: The present study showed that overall level of patients’ satisfaction with laboratory service in Worabe comprehensive specialized hospitals was not satisfactory. Therefore, staffs of the laboratory, laboratory heads and managers of each section should give attention to their service provision status and staff trainings should be cascaded to each laboratory personnel.