A study of the satisfaction from users and service providers in the pathology laboratory

Abstract

The pathology laboratory of HPH Princess Maha Chakri Sirindhorn Medical Center will come to laboratory quality system certification standard work. Laboratory satisfaction was studied in users and service providers. This Study determined the satisfaction of users and service providers in the pathology laboratory in 2009 – 2012. Participants conducted a self-directed study of the pathology laboratory. Data from outpatient users (n=110) include environment, location, speed, consideration, process of service, benefit and overall satisfaction. Data from staff-medical users (n=120) include accuracy, speed, price, diversity of service, location, and overall satisfaction. Data from service providers (n=46) include safety, salutary, progression, salary and relationship of service provider. Overall satisfactions to the pathology laboratory and blood bank from outpatient users are 71.08% and 90.38% respectively. Overall satisfaction with the central laboratory, blood bank, anatomical pathology and emergency laboratory from staff-medical users are 70.17%, 72.53%, 72.35% and 70.90% respectively. Overall satisfaction with the pathology laboratory from service providers in safety and salutary is 74.43%. Overall satisfaction with the pathology laboratory from service providers in progression and salary is 69.88% and 71.79% in the aspect of the relationship of service providers. The hospital administration should improve the considerable and the responsibility of service provider, speed and diversity of the laboratory and salary and stability in career path for service providers.