Abstract:
Abstract
Satisfaction is the extent to which the clients feel their needs are fulfilled and their
expectations are being met by the service provider. Furthermore, understanding the level
of client satisfaction .and identifying the factors hindering client satisfaction are the most
important base lines to improve the quality of service being delivered.
In Gohalla Primary Hospital Laboratory Department client satisfaction is one of the most
seriousproblems. The base line assessment of client Satisfaction of Gohalla Hospital was
55.3% which is Low when compared with the National standard of level of Satisfaction
which is 90%.In order to improve the satisfaction level, the Hospital Management was
striving to identify the root causes of the problem.
Objective: To improve patient satisfaction of Laboratory services of Gohalla primary
Hospital by the end of May 2019.
Methods: - Facility based Pre post intervention was conducted in Gohalla Primary
Hospital from January 2019 to May 2019.
Sampling procedure:-Considering 95% CI and 5% margin of error and 10% non-response
rate the final sample size was found to be 405. Systematic Random sampling technique
had been used to select the samples of this study in 2019.EPI INFOversion7.2statistical
software and SPSS windows version 20 were planned to use.
Results:-A total of 405 patients were included in the study, resulting in a response rate of
405(100%).From the overall respondents 79.3 %( 322) of patients were satisfied with the
service delivery provided from Laboratory department. The objective of the Hospital
Management was to improve the base line assessment of client satisfaction at the
Laboratory Service (55.3%) to 90%.
Conclusion and recommendations:-The overall patient satisfaction rate with the service
delivered from Laboratory Department was 79.3% which is greater than the base line
assessment of the Hospital(55.3%)but 97(24%) of the respondents were dissatisfied with
the information given before specimen collection outside the Laboratory room and this
result was the greatest dissatisfying condition.Therefore,Amhara Regional Health Bureau ,
centralGondarZone health department and Gohalla Primary Hospital are expected to set
targets to solve conditions thatwere dissatisfying patients.
Keywords: Patient satisfaction, Laboratory services, Gohalla Primary Hospital,Ethiopia.
