Pathology Service User Satisfaction Survey

Transcription

1 Pathology Service User Satisfaction Survey Pg: 1 of 11

2 Introduction The Pathology Laboratory at Midland Regional Hospital Mullingar conducts a user satisfaction survey on at least a two yearly basis in order to gain an understanding of what our customers (s, Wards, Consultants, Nursing Homes, Colleges, OPDs) really think about the medical laboratory service we provide. The results of the survey tell us the level of satisfaction or dissatisfaction our users have with the service we provide. Our goal is to ensure that our users are satisfied or very satisfied with the service we provide. The questions listed in this survey represent the key performance indicators that the laboratory employs as part of an overall quality review, to monitor the service we provide. This helps us identify those areas we must improve and how our service should evolve to meet our customers needs. Sample Size/Response Rate The questionnaire was distributed to 208 service users. This was made up of 140 requesters outside the hospital (e.g. s, Nursing Homes, and OPDs/ Colleges) & 68 In-House requesters (Wards, Consultants, Clinics). We received a response rate of 63 from external requesters (45% response rate) and 37 (54.4% response rate) for in-house requesters. This resulted in an overall response of 48.1%. This is an increase on the response rate when the survey was performed in Pg: 2 of 11

3 TEST REPETOIRE LABORATORY SPECIMEN RECEPTION Pg: 3 of 11

4 LAYOUT OF REQUEST FORMS AND REPORTS QUALITY AND RELIABILITY OF REPORTS Pg: 4 of 11

5 DELIVERY OF REPORTS WARD ENQUIRY DELIVERY OF REPORTS HEALTHLINK Pg: 5 of 11

6 CRITICAL RESULTS NOTIFICATION PATHOLOGY MIDLAND REGIONAL HOSPITAL MULLINGAR TURNAROUND TIMES Pg: 6 of 11

7 BLOODTRACK Pg: 7 of 11

8 ONCALL SERVICE PROVISION OF ADVICE (CLINICAL AND SCIENTIFIC) Pg: 8 of 11

9 LABORATORY USER MANUAL PATHOLOGY MIDLAND REGIONAL HOSPITAL MULLINGAR NEEDS & REQUIREMENTS Pg: 9 of 11

10 MEDLIS AWARENESS PATHOLOGY MIDLAND REGIONAL HOSPITAL MULLINGAR Pg: 10 of 11

11 COMMENTS Comment Ward Enquiry times out too quickly Critical result notification needs work, ward contacted, not the doctor. Good job, thank you BloodTrack labelling is complicated Result should be phoned to the doctor, not the nurse ProBNP - Is this an option? A lot of thyroid test variation Less pages in the forms please A lot of urines leak Lab manual page cannot be found Thank you! Increasing number of blood specimens required for various tests which would have been analysed from one sample. Changes being made without consultation with primary care Service excellent Can be difficult to get through to lab in afternoon for urgent same day results If we request electrolytes on the day as is often required, can we be assured of a call back? Really excellent service Source Consultant Consultant CMN CMN CMN Conclusion I would like to thank all users for taking the time out of their busy day to complete this survey. It is greatly appreciated & with your feedback we hope to improve the service we can provide to you & your patients. A meeting of laboratory management has been scheduled to discuss issues/ complaints/suggestions that have been raised in this survey and to determine further action if required. Some issues have been raised that are outside the control of the Laboratory at MRH, Mullingar but will be passed onto the relevant responsible department. Any changes to the service from this survey will be discussed with users prior to implementation. Thank you Jill Gillen Quality Officer Pathology Laboratory Midland Regional Hospital, Mullingar Pg: 11 of 11