Factors Associated with Patient’s Satisfaction with Medical Laboratory Services

Abstract

Background: Laboratory services are a critical component of a high-quality healthcare system to detect diseases of public health significance. Patient satisfaction with laboratory services is essential for providing proper treatment. Patient satisfaction is vital and commonly used indicator for measuring and determines the level of laboratory service. Numerous studies in various countries which are conducted in hospitals have shown that patient's satisfaction with laboratory services was low. The study aims: To assess patients satisfaction with laboratory services and associated factors at a health center in Makkah, KSA. Methods: A descriptive cross sectional study was conducted from January to March 2022. Patients' satisfaction with laboratory services were assessed by using a previous similar study interviewer administered questionnaire. Statistical analysis was performed by using SPSS version soft 28 software. Bivariate and multivariate logistic regression was used to assess the relationship between dependent and independent variables. P value less than 0.05 was considered to be statistically significant association. Result: A total of 414 study participants were involved a systematic random sampling technique was used to select study participants in the study, 221 (53.4%) were female. About 37.4% of the respondents were found in the age range of 29-38 years. Majority, 245 (58.9%) of the study participants were found to be satisfied, 135 (32.6%) were dissatisfied whereas 35 (8.5%) were neutral towards clinical laboratory services provided. Conclusion: Patient satisfaction was good where almost six in every ten patients were satisfied with clinical laboratory services. Availability of all prescribed and gets the service without direct payment is increased patient satisfaction but waiting for a long time to get the service decreases the satisfaction of the patient.