Back to Search
Start Over
Physician Satisfaction With Clinical Laboratory Services: A College of American Pathologists Q-Probes Study of 81 Institutions
- Source :
- Archives of pathologylaboratory medicine. 140(10)
- Publication Year :
- 2016
-
Abstract
- Context.—Assessment of customer satisfaction is a vital component of the laboratory quality improvement program.Objective.—To survey the level of physician satisfaction with hospital clinical laboratory services.Design.—Participating institutions provided demographic information and survey results of physician satisfaction, with specific features of clinical laboratory services individually rated on a scale of 5 (excellent) to 1 (poor).Results.—Eighty-one institutions submitted 2425 surveys. The median overall satisfaction score was 4.2 (10th percentile, 3.6; 90th percentile, 4.6). Of the 16 surveyed areas receiving the highest percentage of excellent/good ratings (combined scores of 4 and 5), quality of results was highest along with test menu adequacy, staff courtesy, and overall satisfaction. Of the 4 categories receiving the lowest percentage values of excellent/good ratings, 3 were related to turnaround time for inpatient “STAT” (tests performed immediately), outpatient STAT, and esoteric tests. The fourth was a new category presented in this survey: ease of electronic order entry. Here, 11.4% (241 of 2121) of physicians assigned below-average (2) or poor (1) scores. The 5 categories deemed most important to physicians included quality of results, turnaround times for inpatient STAT, routine, and outpatient STAT tests, and clinical report format. Overall satisfaction as measured by physician willingness to recommend their laboratory to another physician remains high at 94.5% (2160 of 2286 respondents).Conclusions.—There is a continued trend of high physician satisfaction and loyalty with clinical laboratory services. Physician dissatisfaction with ease of electronic order entry represents a new challenge. Test turnaround times are persistent areas of dissatisfaction, representing areas for improvement.
- Subjects :
- medicine.medical_specialty
Percentile
Quality management
Time Factors
MEDLINE
Personal Satisfaction
Turnaround time
Pathology and Forensic Medicine
03 medical and health sciences
0302 clinical medicine
Physicians
Surveys and Questionnaires
Medicine
Humans
030212 general & internal medicine
Societies, Medical
business.industry
General Medicine
Clinical Laboratory Services
United States
Test (assessment)
Pathologists
Medical Laboratory Technology
030220 oncology & carcinogenesis
Family medicine
Scale (social sciences)
Customer satisfaction
Physician satisfaction
business
Subjects
Details
- ISSN :
- 15432165
- Volume :
- 140
- Issue :
- 10
- Database :
- OpenAIRE
- Journal :
- Archives of pathologylaboratory medicine
- Accession number :
- edsair.doi.dedup.....74718660bf58080a2ee1cdd232b936bf