Analysis of Patient’s Satisfaction with Phlebotomy Services in NABH Accredited Neuropsychiatric Hospital: An Effective Tool for Improvement

Journal Title: Journal of Clinical and Diagnostic Research - Year 2017, Vol 11, Issue 9

Abstract

Introduction: Patient's satisfaction is the need of the hour and one of the most important quality indicators in the laboratory medicine. Aim: To assess the patient’s satisfaction with phlebotomy services in a neuropsychiatric hospital by a structured questionnaire with grading scale. Also, identify the problems causing dissatisfactions and to undertake necessary Corrective and Preventative Action (CAPA). Materials and Methods: Total 1200 patients were randomly selected over a period of two months (June and July 2016). A structured self designed questionnaire (feedback form) was devised in both Hindi and English languages containing ten questions with a grading scale for each question. It also included suggestions from the users. All the selected patients or their attendants filled up this questionnaire. At the same time, they were also interviewed by phlebotomy staff. A statistical analysis was conducted using SPSS version 16.0 software and Likert scale. Results: A total of 94% of the patients were satisfied with the phlebotomy services. Almost 30.0% patients found the phlebotomy services to be very good, but the majority of them (40.5%) found it to be good and another 23.5% found it to be satisfactory while, 4% found the services to be poor and 2% found it to be very poor. The highest rate of satisfaction (4.21) was noted in case of parameter-ease to find collection sample room and lowest rate of satisfaction (3.92) was scored by the parameter-staff’s wearing proper uniform. Depending upon the deficient areas some corrective actions were suggested such as strict compliance of personal protective equipments, regular training to improve technical skill, knowledge and behaviour with emphasis on cleanliness of work area. Conclusion: Even though the overall patient’s satisfaction was high, there were areas which needed our attention such as waiting time for phlebotomy procedure, lack of proper sitting arrangement, techniques of sample collection, knowledge of universal precautions etc. Appropriate corrective and preventive actions were taken to solve the problems. Thereby, feedback proved effective in maintenance and improvement of phlebotomy services.

Authors and Affiliations

Anshu Gupta, Tanima Dwivedi, Dr. Sadhana, Raju Chaudhary

Keywords

Related Articles

Are we Training Enough of Communication Skills and Patient Psychology Required in Dental Practice

The aim of this review is to discuss about lacunae in the areas of Communication skills and Patient psychology teaching in the dental set up in India. A literature search was performed using various databases and other r...

Induction of Myocardial Infarction in Experimental Animals: A Review

ABSTRACT Myocardial Infarction (MI) is a major health problem worldwide. Animal models have been used extensively in scientific research. This was intended to help researchers to understand the underlying pathophysiology...

Natural Killer Cells: An Insight into its Role in Pregnancy

ABSTRACT Tight regulation of immunotolerance at fetomaternal interface facilitates the survival of allogeneic embryo. Natural Killer (NK) cells are immune cells capable of lysing the target cells via the release of cytol...

Utility of Sonographic Parameters in Prediction of Obesity and their Correlation with Body Mass Index

ABSTRACT Introduction: Obesity has become widely prevalent in the world with a desperate need to search the population at risk for complications of obesity for timely intervention. Ultrasonography (USG) has been previous...

Molecular Study of Aetiology of Acute Gastroenteritis in Children of South Mumbai

ABSTRACT Introduction: Globally, Acute Gastroenteritis (AGE) is the leading cause of morbidity and mortality among children under five years of age. Majority of diarrhoeal illness in childhood are of viral aetiology. In...

Download PDF file
  • EP ID EP362727
  • DOI 10.7860/JCDR/2017/26190.10562
  • Views 59
  • Downloads 0

How To Cite

Anshu Gupta, Tanima Dwivedi, Dr. Sadhana, Raju Chaudhary (2017). Analysis of Patient’s Satisfaction with Phlebotomy Services in NABH Accredited Neuropsychiatric Hospital: An Effective Tool for Improvement. Journal of Clinical and Diagnostic Research, 11(9), 5-8. https://europub.co.uk/articles/-A-362727