Home⇛SALETTINIAN OPEN ACADEMIC REVIEW⇛vol. 8 no. 1 (2026)

Patient Satisfaction On Clinical Laboratory Services Of Tertiary Private Hospital: Basis For Quality Management Improvement

Louella Gulapa

Discipline: Environmental and Public Health

 

Abstract:

This investigation examined patient contentment with the healthcare services rendered by a particular hospital, with the objective of discerning areas for enhancement specifically on the technical quality, interpersonal manner, communication, timeliness, and accessibility and convenience. This study was determined patient satisfaction in clinical laboratory practice on a tertiary clinical laboratory. The study employed descriptive-correlational design, specifically survey-correlational research. The research was conducted at Nueva Ecija Doctors Hospital Inc. at Cabanatuan City, Nueva Ecija. Patients were randomly selected who visited in the clinical laboratory. A self-made questionnaire was administered, and patients conveyed a high level of satisfaction concerning the technical quality and interpersonal dimensions of laboratory services, commending the competence and professionalism of the staff. Nevertheless, satisfaction pertaining to communication was notably lower, underscoring the necessity for improved informed consent protocols and result dissemination. While the v timeliness of services was deemed satisfactory, apprehensions were raised concerning the duration of wait times for results. Accessibility and convenience received high ratings; however, the positioning of restrooms emerged as a notable area necessitating improvement. The hospital delivered quality services that align with patient needs and expectations. Nonetheless, addressing issues related to affordability, communication, timeliness, and restroom accessibility could further augment patient satisfaction. The insights gleaned from this study may inform targeted enhancements, mandatory training should be provided, and the process flow should be comprehensively reviewed for better improvement especially on the proper communication to optimize the overall patient experience.



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