Mamdouh Sindi1, Nora Hakami2*, Hamed Khoja2
Background: One of the important recommendations of International Organisation for Standardization is the customer satisfaction as an essential request of the quality management system requirements especially for the medical laboratories.
Objective: The current study aimed at evaluation of the users (doctors and head nurses) satisfaction by the different available chemical laboratory services at the King Abdulaziz University Hospital (KAUH).
Methods: A cross sectional study was carried out for a period of six months among the medical staff team who use the clinical chemistry laboratory of the KAUH. The current survey covered the tests in all four areas of the lab including the routine chemistry, hormones, special chemistry and Therapeutic Drug Monitoring (TDM). The selection of customers was by simple random sampling. A well designed and validated questionnaire was used and distributed through official emails. The collected data was statistically analysed and represented in tables.
Results: The response rates among the consultants, residents, and specialists were 53.3%, 85.7% and 75% respectively. The clinical chemistry laboratory provides all tests needed by most of the participants (66.7%). The areas of hormones and TDM had got less satisfaction rates compared with the other lab areas. All the participants agreed that turnaround time (TAT) was acceptable (>60%-80%). the laboratory technologist responses were highly satisfied for the most of participants (≥ 70%).
Conclusion: The survey outcome concluded that most of the participants were satisfied about KAUH clinical chemistry laboratory. The better understanding of the satisfaction rates of the clinical chemistry laboratory customer at KAUH as well as the areas of weakness in hormone and TDM areas will be useful in constructing an action plan for further improvement.