Original Research

Evaluation of corrective actions of feedback from clinicians on Clinical Laboratory Services at Bamenda Regional Hospital Laboratory, Cameroon

Victor N. Fondoh, Charles N. Awasom, Rebecca Enow-Tanjong, Richard M. Fondoh, Patrick Njukeng, Judith Shang, Juliana Ndasi, Moses Samje, Claris N. Muluh, Thompson N. Kinge
African Journal of Laboratory Medicine | Vol 9, No 1 | a843 | DOI: https://doi.org/10.4102/ajlm.v9i1.843 | © 2020 Victor N. Fondoh, Charles N. Awasom, Rebecca Enow-Tanjong, Richard M. Fondoh, Patrick Njukeng, Judith Shang, Julianna Ndasi, Moses Samje, Claris N. Muluh, Thompson N. Kinge | This work is licensed under CC Attribution 4.0
Submitted: 31 May 2018 | Published: 23 March 2020

About the author(s)

Victor N. Fondoh, Bamenda Regional Hospital Laboratory, Regional Hospital Bamenda, Cameroon; and, Faculty of Health and Medical Sciences, Catholic University of Bamenda, Bamenda, Cameroon
Charles N. Awasom, Faculty of Health and Medical Sciences, Catholic University of Bamenda, Bamenda, Cameroon
Rebecca Enow-Tanjong, Faculty of Health and Medical Sciences, Catholic University of Bamenda, Bamenda, Cameroon
Richard M. Fondoh, North-West Regional Fund for Health Promotion, Bamenda, Cameroon
Patrick Njukeng, Global Health Systems Solutions, Limbe, Cameroon
Judith Shang, Center for Disease Control and Prevention, Yaounde, Cameroon
Juliana Ndasi, Global Health Systems Solutions, Limbe, Cameroon
Moses Samje, Faculty of Health Sciences, University of Bamenda, Bamenda, Cameroon
Claris N. Muluh, Administration, Regional Hospital Bamenda, Bamenda, Cameroon
Thompson N. Kinge, Bamenda Regional Hospital Laboratory, Regional Hospital Bamenda, Cameroon


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Abstract

Background: Customers’ satisfaction is imperative for success. Clinical laboratories continuously strive to attain very high levels of customer satisfaction to serve their clients and maintain accreditation. The concept of customer satisfaction has not yet been asserted in most clinical laboratories in Cameroon.

Objectives: Our objectives were to assess the satisfaction of clinicians with the laboratory services at the Bamenda Regional Hospital Laboratory, identify important challenges, corrective actions implemented and changes in satisfaction.

Methods: This retrospective study reviewed secondary data from clinician satisfaction survey records from March 2017 and November 2017. Challenges and implemented corrective actions were identified for assessed statements of dissatisfaction (dissatisfaction rates ≥ 20%) on the March 2017 survey. Satisfaction rates in March 2017 and November 2017 were compared.

Results: High levels of dissatisfaction were observed for general satisfaction, waiting time, communication, duty consciousness, specimen collection and approach on the March 2017 survey. The main challenges identified were: lack of respect for the expected length of the waiting time, poor attitude, inadequate information, staff shortage and inadequate supervision. Statistically significant reductions in rates of dissatisfaction were observed for general satisfaction, waiting time, communication, response to emergencies, issuing of results, specimen collection, approach and duty consciousness.

Conclusion: Waiting time is a major cause of clinician dissatisfaction with laboratory services. The identification of clinicians’ challenges and the effective implementation of corrective actions contribute to improvements in clinician satisfaction.


Keywords

evaluation; feedback; corrective actions; clinician satisfaction; clinical laboratory services

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