Customer Satisfaction Survey With Clinical Laboratory and Phlebotomy Services at a Tertiary Care Unit Level
0
조회
0
다운로드
1
인용
0
참고문헌
키워드
초록
We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate our clinical laboratory and phlebotomy services. Thus, we wish to share our experiences with the customer satisfaction survey for clinical laboratory and phlebotomy services. Board members of our laboratory designed a study procedure and study population, and developed two types of questionnaire. A satisfaction survey for clini- cal laboratory services was conducted with 370 physicians and 125 nurses by using an online or paper questionnaire. The satisfaction survey for phlebotomy services was per- formed with 347 outpatients who received phlebotomy services by using computer-aided interviews. Mean satisfaction scores of physicians and nurses was 58.1, while outpatients’ satisfaction score was 70.5. We identified several dissatisfactions with our clinical labora- tory and phlebotomy services. First, physicians and nurses were most dissatisfied with the specimen collection and delivery process. Second, physicians and nurses were dissatis- fied with phlebotomy services. Third, molecular genetic and cytogenetic tests were found more expensive than other tests. This study is significant in that it describes the first refer- ence survey that offers a survey procedure and questionnaire to assess customer satisfac- tion with clinical laboratory and phlebotomy services at a tertiary care unit level.
Abstract
We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate our clinical laboratory and phlebotomy services. Thus, we wish to share our experiences with the customer satisfaction survey for clinical laboratory and phlebotomy services. Board members of our laboratory designed a study procedure and study population, and developed two types of questionnaire. A satisfaction survey for clini- cal laboratory services was conducted with 370 physicians and 125 nurses by using an online or paper questionnaire. The satisfaction survey for phlebotomy services was per- formed with 347 outpatients who received phlebotomy services by using computer-aided interviews. Mean satisfaction scores of physicians and nurses was 58.1, while outpatients’ satisfaction score was 70.5. We identified several dissatisfactions with our clinical labora- tory and phlebotomy services. First, physicians and nurses were most dissatisfied with the specimen collection and delivery process. Second, physicians and nurses were dissatis- fied with phlebotomy services. Third, molecular genetic and cytogenetic tests were found more expensive than other tests. This study is significant in that it describes the first refer- ence survey that offers a survey procedure and questionnaire to assess customer satisfac- tion with clinical laboratory and phlebotomy services at a tertiary care unit level.
참고문헌 (16)
- Johnson S, "Nosocomial Clostridium difficile colonisation and disease", Lancet, 336, pp.97~100 (1990)
- McFarland LV, "Nosocomial acquisition of Clostridium difficile infection", N Engl J Med, 320, pp.204~210 (1989)
- Khanna S, "The epidemiology of community-acquired Clostridium difficile infection: a population-based study", Am J Gastroenterol, 107, pp.89~95 (2012)
- Koransky JR, "Use of ethanol for selective isolation of sporeforming microorganisms", Appl. Environ Microbiol, 35, pp.762~765 (1978)
- Clabots CR, "Detection of asymptomatic Clostridium difficile carriage by an alcohol shock procedure", J Clin. Microbiol, 27, pp.2386~2387 (1989)
- Nakamura S, "Germinability and heat resistance of spores of Clostridium difficile strains", MicrobiolImmunol, 29, pp.113~118 (1985)
- Kamiya S, "Recovery of spores of Clostridium difficile altered by heat or alkali", J Med Microbiol, 28, pp.217~221 (1989)
- Lahn M, "Improvement of Clostridium difficile isolation by heat-shock and typing of the isolated strains by SDS-PAGE", Eur J Epidemiol, 9, pp.327~334 (1993)
- Lemee L, "Multiplex PCR Targeting tpi (triose phosphate isomerase), tcdA (Toxin A), and tcdB (Toxin B) genes for toxigenic culture of Clostridium difficile", J Clin Microbiol, 42, pp.5710~5714 (2004)
- Delmée M, "Laboratory diagnosis of Clostridium difficile-associated diarrhoea: a plea for culture", J Med Microbiol, 54, pp.187~191 (2005)
- Reller ME, "Yield of stool culture with isolate toxin testing versus a two-step algorithm including stool toxin testing for detection of toxigenic Clostridium difficile", J Clin Microbiol, 45, pp.3601~3605 (2007)
- Jaksic AS, "Laboratory diagnosis of Clostridium difficile-associated diarrhoea: microbiologist (should) do it with culture", Pathology, 41, pp.187~188 (2009)
- 임지숙, "ChromID C. difficile Agar의 Clostridium difficile 배양 평가", Annals of Clinical Microbiology, 15(3), pp.88~91 (2012), 대한임상미생물학회
- Perry JD, "Evaluation ofa chromogenic culture medium for isolation of Clostridium difficile within 24 hours", J Clin Microbiol, 48, pp.3852~3858 (2010)
- Eckert C, "Evaluation of the chromogenic agar chromIDC. difficile", J Clin Microbiol, 51, pp.1002~1004 (2013)
- 신보문, "Comparison of ChromID Agar and Clostridium difficile Selective Agar for Effective Isolation of C. difficile from Stool Specimens", Annals of Laboratory Medicine, 34(1), pp.15~19 (2014), 대한진단검사의학회