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ASSESSMENT OF MEDICAL STAFFS SATISFACTION OF THE QUALITY OF TESTING SERVICES AT UNIVERSITY MEDICAL CENTER IN HO CHI MINH CITY
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Abstract
Background: Providing effective and patient-centered quality care is of prime importance, including internal and external customers is seen as a beneficial trend for the healthcare system economic. Evaluating internal customer satisfaction for services at the Laboratory Department of University of Medical Center Ho Chi Minh City is a question that needs to be researched. Objective: Assess the satisfaction level of medical staff customers with testing services at University of Medical Center Ho Chi Minh City on the following criteria: quality of results, waiting time, management process, laboratory staffs. Materials and method: A cross-sectional descriptive study of a series of cases, assessed by questionnaires, was conducted at the Laboratory Department – University of Medical Center Ho Chi Minh City from 01/2021 to 12/2021. Results: Survey of 385 internal customers who are medical staff, the overall satisfaction of testing services in 2021 is 93,7%. In which, the satisfaction rate on the quality of test results is 91.3%; about time to return results is 78,2%; sample management specification is 77,6%; laboratory staff is 90,5%. Conclusion: The satisfaction rate of the internal customer group for the services of the Laboratory Department - University of Medical Centre Ho Chi Minh City has increased compared to 2020. Applying the standards at the laboratory bring satisfaction to customer.
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Keywords
testing service, customer satisfaction
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