Published: 2017-06-30

Assessments of patient and health care workers satisfaction on the laboratory services in St. Paul’s hospital millennium medical college, Addis Ababa, Ethiopia

Addisu Gize Yeshanew, Rozina Ambachew Geremew, Melkayehu Kassa Temesgen


Background:Satisfaction is one of the meaningful indicators of users’ experience of health care services in general and laboratory service in particular. Understanding the level of this satisfaction in public laboratory service is the most important for the improvement of health care delivery in any country at large. The aim of this study was to assess level of patient and health care workers satisfaction on the laboratory services in St. Paul’s hospital millennium medical college, Addis Ababa, Ethiopia.

Methods: A cross sectional study was conducted from May 1 to 30, 2016 in St. Paul’s hospital millennium medical college. Data were collected using structured questionnaire, through face to face interview, entered to Epi-Info version 5.3.1 and exported to SPSS version 20.0 for analysis. Satisfaction score was calculated by using Likert’s five scale giving a value of 1 for poor satisfaction level up to a value of 5 for excellent. Chi-square tests were employed and P-value less than 0.05 considered as statistically significance.  

Results: The findings of the study showed that the overall satisfactions level with the laboratory services in the hospital were 55.9% for the patient and 60% for health care workers. Satisfaction was reported to be highest (74.2%) on the hospitability of laboratory professionals to their patients, from patient satisfaction level and (73.8%) with the language of laboratory professional communication skills to their patient from health care worker satisfaction.

Conclusions:The study showed that low satisfaction level rate laboratory service in both the patient and health care workers. Therefore, the hospital laboratory director and managers consider these service areas in order to solve the identified problems. 


Patient satisfaction, Health care worker satisfaction, Laboratory Services

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