ANALYSIS OF PATIENT SATISFACTION WITH THE ACTIVITIES OF THE HOSPITAL LABORATORY SERVICE


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Abstract

An assessment of patient satisfaction with the activities of the laboratory service of the hospital was carried out, which made it possible to establish that 9 out of 10 respondents were completely satisfied with the range of laboratory services provided.

Full Text

Relevance. An important role in improving the efficiency of modern medical organizations, the availability and quality of care provided to patients, belongs to such a link in the healthcare industry as clinical laboratory diagnostics (CLD) - one of the most actively developing areas of medicine, based on objective methods of diagnosing diseases, allowing to form a significant amount of information for making prompt medical decisions in each specific clinical case, which is especially important in the context of the COVID-19 pandemic. It has been established that the share of laboratory tests reaches about 70–90% in the structure of all types of diagnostic studies performed on the patient, while more than 70% of correct diagnoses are made by clinicians only with the help of laboratory tests, and in more than 70% of cases of emergency conditions in patients , the change in their therapy occurs due to the results of timely laboratory tests [1, 2, 3].
The purpose of the study was to assess the satisfaction of patients with the activities of the laboratory service of the hospital.
Material and methods. As a sample, we took 314 patients of the PCR laboratory of the N.V. Sklifosovsky, Moscow, who applied in 2021. The author's questionnaire included questions regarding patient satisfaction with the range of laboratory services provided. The structure of respondents: men - 67.4%, women - 32.6%, initially applied - 52.4%, repeatedly - 47.6%. 36.2% applied on their own initiative, and 63.8% applied for referrals from medical organizations. Statistical processing of the initial information was carried out using the Statistics 22 program.
Results. In the process of assessing the satisfaction of the population with the range of laboratory services offered, it was found that the vast majority of respondents considered the complex of studies performed by laboratories to be quite sufficient (91.6%). Analysis of patient satisfaction with the range of laboratory services provided did not reveal statistically significant differences between men and women ( 2 = 3.421; p = 0.429). Assessing the degree of satisfaction with the range of laboratory services provided between different age groups, it was not possible to identify statistically significant differences in this parameter ( 2 = 0.241; p = 0.683).
Conclusions. Thus, 91.6% of respondents are completely satisfied with the range of laboratory services provided, 8.4% of respondents found it difficult to answer. At the same time, no statistically significant differences were found among the age and gender groups of respondents.

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About the authors

Sergey Pisklakov

Peoples' Friendship University of Russia

Author for correspondence.
Email: 1042210010@rudn.university
ORCID iD: 0000-0002-7861-1157
SPIN-code: 9794-9211

post-graduate student of the Department of Public Health, Health Care and Hygiene of the Medical Institute of the Peoples' Friendship University of Russia

Russian Federation, 117198, Russia, Moscow, st. Miklukho-Maclay, 6

References

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  2. Золотарев, П.Н. Научное обоснование многофакторного подхода к оценке деятельности лабораторной службы субъекта Российской Федерации: дис. докт. мед. наук: 14.02.03 / Золотарев П.Н. – М., – 2019. – 289 с.
  3. Муравская, Н.П. На пути к национальной эталонной системе лабораторной медицины / Н.П. Муравская, В.В. Меньшиков // Клиническая лабораторная диагностика. – 2014. – № 6. – С. 49–52.

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