Patients’ perceptions about quality of laboratory service and level of satisfaction at Kampala Capital City Authority Health Centres

Abstract

Patients have exclusive needs and preferences for health care services. A positive influence on their satisfaction results in strong intentions to seek health care when needed as well as recommending health care to other clients. Conversely, failure to meet patient’s desires often leads to frustration thus opting for service elsewhere. This study aimed at determining the relationship between patients’ perceptions about quality of laboratory service and level of satisfaction at selected Kampala Capital City Authority (KCCA) Health Centres, Uganda. The cross-sectional study was conducted from 1st November, 2017 to 10th January 2018 at 3 Health Centres (HC). Participants were purposively sampled. A pre-tested, structured and interviewer- administered questionnaire and focus group discussions were employed for data collection. In addition, Key informant interviews with a few health care providers were conducted for data validation. Using computer software (SPSS 23.0), descriptive statistics were obtained. The 13 aspects used to assess satisfaction were summarized into one variable. Multiple linear regression was employed to identify the determinants of patient satisfaction. Tangibles- amenities (laboratory building environment), reliability, responsiveness and empathy dimensions had significant effect on satisfaction. Factor analysis was performed on the 20 aspects used to assess the quality of laboratory services so as to identify factors which explained most of the variance observed in the sample. The patients perceived the quality of laboratory services as assuring. Patients were less impressed with waiting time within the responsiveness dimension in particular. The patients’ level of satisfaction with laboratory services offered by selected KCCA HCs was suboptimal. Patients were dissatisfied with unavailable tests and payment for some tests at two out of three HCs. None of the socio- demographic variables (sex, age, education level, marital status, religion, occupation and residence,) influenced patient satisfaction. The reliability of laboratory services positively influenced patient satisfaction the most where provision with all the required tests had the best factor loading of 0.744. (P = 0.000). The HCs’ administration should put in more effort towards providing laboratory services which are more patient centered; This includes improvement of staff responsiveness and communication skills, decreasing patient waiting time, provision of all tests as requested by the clinician as well as providing satisfactory laboratory diagnoses and relevant information upfront about the fees if any as this would alleviate patient dissatisfaction.