Volume 67, Issue 1, June 2023, Pages 83–92
Mohamed Belcaid1, Oussama Aazzane2, Abderahman Mellouki3, Abdeljalil Rezzaki4, and Mehdi Karkouri5
1 Laboratory of Cellular and Molecular Pathology, Faculty of Medicine and Pharmacy of Casablanca, Hassan II University of Casablanca, Morocco
2 Laboratory of Cellular and Molecular Pathology, Faculty of Medicine and Pharmacy of Casablanca, Hassan II University of Casablanca, Morocco
3 Laboratory of Pathological Anatomy, CHU Ibn Rochd of Casablanca, Morocco
4 Laboratory of Pathological Anatomy, CHU Ibn Rochd of Casablanca, Morocco
5 Laboratory of Cellular and Molecular Pathology, Faculty of Medicine and Pharmacy of Casablanca, Hassan II University of Casablanca, Morocco
Original language: English
Copyright © 2023 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Introduction: The search for quality must be the essential and constant preoccupation of the laboratory staff who must organise themselves to evaluate not only the reliability of the results, but also the satisfaction of the clients. The satisfaction survey is one of the main tools for this type of evaluation, as recommended by the quality standards. Objectives: To measure the level of satisfaction of its customers and to define areas for improvement. Methods: This is a cross-sectional, descriptive survey conducted among 200 patients admitted to the laboratory and 60 prescribing physicians of the clinical services of the Ibn Rochd University Hospital, over a period of 3 months. Similarly, interviews were conducted with the Pathologists to determine their expectations of the clinical services. Results: The satisfaction score for reception was 67% and for communication 65.8%. The satisfaction score for the response time for results was 34%. And the overall patient satisfaction score was 66%. The results for prescribers show that the satisfaction score for the clarity of the test form was 62%, and for the test panel was 75%. The score for the delay in responding to results was 54%. The overall satisfaction score for doctors was 67%. The correlation between the dimensions of patient satisfaction and their personal characteristics revealed a non-significant relationship. As for the interviews, they revealed that collaboration between prescribers and pathologists is necessary to meet the expectations of both and to guarantee an accurate, rapid and complete diagnosis. Conclusion: Measuring satisfaction is a tool for improving and optimising the quality of services provided by the laboratory. The results obtained in our survey are encouraging. On the other hand, some deviations were identified and can be improved through proposed corrective actions.
Author Keywords: Satisfaction survey, patients, prescribers, pathologists, the axis of improvement.
Mohamed Belcaid1, Oussama Aazzane2, Abderahman Mellouki3, Abdeljalil Rezzaki4, and Mehdi Karkouri5
1 Laboratory of Cellular and Molecular Pathology, Faculty of Medicine and Pharmacy of Casablanca, Hassan II University of Casablanca, Morocco
2 Laboratory of Cellular and Molecular Pathology, Faculty of Medicine and Pharmacy of Casablanca, Hassan II University of Casablanca, Morocco
3 Laboratory of Pathological Anatomy, CHU Ibn Rochd of Casablanca, Morocco
4 Laboratory of Pathological Anatomy, CHU Ibn Rochd of Casablanca, Morocco
5 Laboratory of Cellular and Molecular Pathology, Faculty of Medicine and Pharmacy of Casablanca, Hassan II University of Casablanca, Morocco
Original language: English
Copyright © 2023 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
Introduction: The search for quality must be the essential and constant preoccupation of the laboratory staff who must organise themselves to evaluate not only the reliability of the results, but also the satisfaction of the clients. The satisfaction survey is one of the main tools for this type of evaluation, as recommended by the quality standards. Objectives: To measure the level of satisfaction of its customers and to define areas for improvement. Methods: This is a cross-sectional, descriptive survey conducted among 200 patients admitted to the laboratory and 60 prescribing physicians of the clinical services of the Ibn Rochd University Hospital, over a period of 3 months. Similarly, interviews were conducted with the Pathologists to determine their expectations of the clinical services. Results: The satisfaction score for reception was 67% and for communication 65.8%. The satisfaction score for the response time for results was 34%. And the overall patient satisfaction score was 66%. The results for prescribers show that the satisfaction score for the clarity of the test form was 62%, and for the test panel was 75%. The score for the delay in responding to results was 54%. The overall satisfaction score for doctors was 67%. The correlation between the dimensions of patient satisfaction and their personal characteristics revealed a non-significant relationship. As for the interviews, they revealed that collaboration between prescribers and pathologists is necessary to meet the expectations of both and to guarantee an accurate, rapid and complete diagnosis. Conclusion: Measuring satisfaction is a tool for improving and optimising the quality of services provided by the laboratory. The results obtained in our survey are encouraging. On the other hand, some deviations were identified and can be improved through proposed corrective actions.
Author Keywords: Satisfaction survey, patients, prescribers, pathologists, the axis of improvement.
How to Cite this Article
Mohamed Belcaid, Oussama Aazzane, Abderahman Mellouki, Abdeljalil Rezzaki, and Mehdi Karkouri, “Evaluation of the satisfaction of the clients of the Anatomical Pathology laboratory of the Ibn Rochd University Hospital of Casablanca,” International Journal of Innovation and Scientific Research, vol. 67, no. 1, pp. 83–92, June 2023.
