Physician satisfaction with clinical laboratory services: a College of American Pathologists Q-probes study of 138 institutions.

Archives of Pathology & Laboratory Medicine
Bruce A JonesCollege of American Pathologists

Abstract

Monitoring customer satisfaction is a valuable component of a laboratory quality improvement program. To survey the level of physician satisfaction with hospital clinical laboratory services. Participating institutions provided demographic and practice information and survey results of physician satisfaction with defined aspects of clinical laboratory services, rated on a scale of 1 (poor) to 5 (excellent). One hundred thirty-eight institutions participated in this study and submitted a total of 4329 physician surveys. The overall satisfaction score for all institutions ranged from 2.9 to 5.0. The median overall score for all participants was 4.1 (10th percentile, 3.6; 90th percentile, 4.5). Physicians were most satisfied with the quality/reliability of results and staff courtesy, with median values of excellent or good ratings of 89.9%. Of the 5 service categories that received the lowest percentage values of excellent/good ratings (combined scores of 4 and 5), 4 were related to turnaround time for inpatient stat, outpatient stat, routine, and esoteric tests. Surveys from half of the participating laboratories reported that 96% to 100% of physicians would recommend the laboratory to other physicians. The category most frequent...Continue Reading

References

Jul 2, 1999·Archives of Pathology & Laboratory Medicine·S J Steindel, D A Novis
Jun 23, 2001·Archives of Pathology & Laboratory Medicine·S J Steindel, P J Howanitz
Jan 11, 2003·Archives of Pathology & Laboratory Medicine·Richard J ZarboUNKNOWN Quality Practices Committee, College of American Pathologists

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Citations

Feb 11, 2018·Clinical Chemistry and Laboratory Medicine : CCLM·Mario Plebani
Nov 21, 2020·Global Health Action·Vincent RusanganwaMagnus Evander
Mar 30, 2010·Clinical Chemistry·George G Klee
May 13, 2010·Clinical Chemistry and Laboratory Medicine : CCLM·Martina Zaninotto, Mario Plebani
Nov 26, 2010·Clinical Chemistry and Laboratory Medicine : CCLM·Maria SalinasJoaquin Uris

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