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Satisfaction with Laboratory Services and Associated Factors Among Patients in Public Health Centers in Addis Ababa, Ethiopia

Abate Dametawe*, Eyob Hailu, Zewedu Shewangizawe, Nigatu Nassir

Background: Patient satisfaction is crucial and commonly used indicator for measuring and determine the level of laboratory service, and the results of this study provide health facilities with research and evidence based laboratory services. Numerous studies in various countries which are conducted in hospitals have shown that patient's satisfaction with laboratory services was low. However, consistent studies on patient satisfaction with laboratory services at the public health centers in Addis Ababa have a limited study, and this study has been conducted in this regard.

Methods: Institutional based descriptive cross sectional study was conducted from December 10, 2020 to Feburary, 2021. Patients satisfaction with laboratory services were assessed by using a previous similar study interviewer administered questionnaire (64). Statistical analysis was performed by using SPSS version soft 24 software. Bivariate and multivariate logistic regression was used to assess the relationship between dependent and independent variables. P value less than 0.05 was considered to be statistically significant association.To assess patients satisfaction with laboratory services and associated factors at a health center in Addis Ababa, Ethiopia 2021.

Result: A total of 414 study participants were involved a systematic random sampling technique was used to select study participants in the study, 221 (53.4%) were female. About 37.4% of the respondents were found in the age range of 29-38 years. Majority, 245 (58.9%) of the study participants were found to be satisfied, 135 (32.6%) were dissatisfied whereas 35 (8.5%) were neutral towards clinical laboratory services provided at public health center in Addis Ababa.

Conclusion: Patient satisfaction was good where almost six in every ten patients were satisfied with clinical laboratory services in public health centers in Addis Ababa. Availability of all prescribed and gets the service without direct payment is increased patient satisfaction but waiting for a long time to get the service decreases the satisfaction of the patient.