Article abstract

Journal of Economics and International Business Management

Research Article | Published June 2021 | Volume 9, Issue 1, pp. 44-50.

doi: https://doi.org/10.33495/jeibm_v9i1.21.145

 

Evaluation of the quality of clinical laboratory services in the University Hospital of Kinshasa, Democratic Republic of the Congo

 


 

 

Chabo Byaene Alain1*

Mabela Makengo Matendo Rostin2

Konde Nkiama Numbi Joël3

Muhindo Mavoko Hypolite4

Kayembe Nzongola-Nkasu Donatien1

Tanon Aristophane Koffi5

Muwonga Masidi Jérémie1

Situakibanza Nani-Tuma Hippolyte4,6

 

Email Author
Tel: +243 810 394 108

 

1. Department of Medical Biology, University Hospital of Kinshasa, Faculty of Medicine, University of Kinshasa. PO Box 834 Kinshasa XI, Kinshasa, Democratic Republic of the Congo (DRC).


2. Department of Mathematics and Informatics, Faculty of Sciences, University of Kinshasa. PO Box 190 Kinshasa XI, Kinshasa, Democratic Republic of the Congo (DRC).


3. Department of Health and Environment, Faculty of Medicine, University of Kinshasa. PO Box 834 Kinshasa XI, Kinshasa, Democratic Republic of the Congo (DRC).


4. Department of Tropical Medicine, University Hospital of Kinshasa, Faculty of Medicine, University of Kinshasa. PO Box 834 Kinshasa XI, Kinshasa, Democratic Republic of the Congo (DRC).


5. Department of Dermatology and Infectiology, Faculty of Medical Sciences, Félix Houphouët Boigny University. PO Box V 166 Abidjan-Cocody, Côte d’Ivoire.

 

6. Department of Internal Medicine, University Hospital of Kinshasa, Faculty of Medicine, University of Kinshasa. PO Box 834 Kinshasa XI, Kinshasa, Democratic Republic of the Congo (DRC).


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Citation: Alain CB, Rostin MMM, Joël KNN, Mavoko Hypolite MM, Donatien KN, Koffi TA, Jérémie MM, Hippolyte SN (2021). Evaluation of the quality of clinical laboratory services in the University Hospital of Kinshasa, Democratic Republic of the Congo. J. Econ. Int. Bus. Manage. 9(1): 35-43. doi: 10.33495/jeibm_v9i1.21.145.

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 Abstract 


The evaluation of the quality of a service is the critical assessment of the degree to which the service, or its component, provides customers’ satisfaction. Monitoring customer satisfaction is an important and useful quality improvement tool for clinical laboratories and health care organizations. The purpose of this research is to evaluate the satisfaction level with laboratory services among attending physicians and to identify factors associated with satisfaction and priorities for quality improvement. A cross-sectional study was conducted at the University Hospital of Kinshasa. Data were collected through a reliable and valid interviewer-administered questionnaire and analyzed by using SPSS version 21. The correlation between associated factors and customer satisfaction was analyzed using the chi-square test and multivariate regression analysis. The Importance-Performance Analysis was the determinant of improvement priority. The overall level of customers’ satisfaction toward clinical laboratory services in this study was 45.2% with a response rate of 330 (100%). Gender (ORadj = 1.75, 95% CI 1.06, 2.91), Department (ORadj = 3.09, 95% CI 1.50, 6.37) and academic title (ORadj = 6.85, 95% CI 3.51, 8.81) were found to have a statistically significant association with the overall satisfaction. Results accuracy (I = 0.944, P = 4.7), laboratory turnaround time (I = 0.932, P = 4.8), and availability of all the tests requested by physicians (I = 0.917, P = 4.9) were the most important opportunities for quality improvement. The overall level of customers’ satisfaction with laboratory services was low. Thus, the laboratory management must establish preventive and corrective measures to improve the results’ accuracy, reduce the laboratory turnaround time, and ensure the availability of all the tests requested by physicians.

Keywords  Customers satisfaction   clinical laboratory   services’ quality   continuous improvement   Democratic Republic of the Congo 

 

 

Copyright © 2021 Author(s) retain the copyright of this article.

This article is published under the terms of the Creative Commons Attribution License 4.0

 

 

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