Physicians' Satisfaction with The Service Quality of A Clinical Laboratory in Calapan City, Oriental Mindoro

Abstract

Clinical laboratory service assessment is essential in improving the quality of care and guaranteeing that quality standards are achieved. Physicians are their primary clients as physicians rely extensively on laboratory findings to make reliable diagnoses. Thus, the study aimed to assess physicians' satisfaction at a clinical laboratory in Calapan City, Oriental Mindoro, Philippines, based on the quality of service they provide, by identifying which factors greatly influence physicians' satisfaction and the physicians' concerns and recommendations. The laboratory accessibility, report format, information system, turnaround time, and service provision are the five factors evaluated in this study. A mixed-method approach was utilized wherein an online survey consisting of a 5-point Likert scale, and open-ended questions were deployed using Google forms and answered by 42 physicians. IBM SPSS Statistics 22 and the MAXQDA system were used to evaluate the responses. Overall, the physicians were satisfied with the clinical laboratory's services (X=3.9762). The laboratory report format has the most significant impact on physicians' overall satisfaction and is the factor with which physicians are most satisfied. Improvement of the turnaround time is advised. Future studies, including more laboratories and participants, are suggested.