Association between clinical pathology laboratory services quality and outpatient satisfaction
Keywords:
service quality, patient satisfaction, clinical pathology laboratory, outpatients, hospital servicesAbstract
Clinical pathology laboratory services play an essential role in supporting patient diagnosis, treatment, and recovery. The high number of outpatient visits to laboratories poses challenges in terms of timeliness, facility availability, and staff responsiveness, which can affect patient satisfaction. This study aims to analyze the relationship between the quality of clinical pathology laboratory services and the satisfaction of outpatients at Restu Ibu Hospital in Balikpapan. The study design uses a quantitative correlational approach with a cross-sectional method, involving 175 respondents selected through purposive sampling. The research instrument was a questionnaire covering service quality and patient satisfaction, with data analysis using Spearman's correlation test. The results showed that most patients rated the laboratory services as good and expressed satisfaction with the services received. Additionally, a significant positive relationship was found between service quality and patient satisfaction. These findings emphasize the need for continuous improvement in physical facilities, service quickness, and empathetic communication by medical personnel to strengthen service quality and increase patient satisfaction
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