Customer satisfaction and perspectives on the quality of service at a clinical laboratory

Abstract

This study aimed to assess customer satisfaction and perspectives on the quality of care provided by an accredited private clinical laboratory. A customer satisfaction survey was designed, validated, and used to assess the opinion of 319 randomly selected participants about the quality  attributes of a private clinical laboratory. The points evaluated on a Likert scale were analyzed using the mean ranking (RM) and the others using descriptive statistics. The correlation between the data was also statistically assessed. 59% of the participants were female, between 31 and 50 years old, went to the laboratory for routine tests, and chose the laboratory based on medical advice. The RM of the reception and collection attributes was more significant on a Likert scale than 4.9. In the opinion of the clients, the point that has the most influence on the choice of the clinical laboratory is the qualification of the professionals, and the one that least interferes is the location. It was observed that older clients are more likely to recommend the laboratory. And that the waiting time is one of the points to be improved. Still, 99% of customers were satisfied with the laboratory's services. This fact does not necessarily reflect the technical quality of the laboratory, which is demonstrated by the quality stamp and accreditation of the clinical laboratory.