[What do our clients want? : Is speed all that matters?]

Area of Science:

• Clinical Pathology
• Healthcare Service Evaluation
• Medical Diagnostics

Background:

• University pathology departments provide essential diagnostic services to various clients.
• Understanding client expectations is crucial for optimizing service delivery and interdisciplinary collaboration.
• Previous research has not fully captured client perspectives on pathology service priorities.

Purpose of the Study:

• To evaluate client expectations regarding diagnostics and service from a university pathology department.
• To identify key areas of importance for clients interacting with pathology services.
• To inform strategies for improving communication and service perception in pathology.

Main Methods:

• A survey was conducted among all clients of the University Hospital Bonn's pathology department.
• A questionnaire with 30 topics, using a scale from 0 (not important) to 10 (very important), was mailed to clients.
• Data analysis focused on ranking the importance of various diagnostic and service aspects.

Main Results:

• The most critical factors for clients were the speed of diagnosis communication, pathologist telephone availability, and staff friendliness.
• Less important aspects included autopsy diagnostics, 24-hour on-call duty, and Saturday services.
• A critical analysis indicated a risk of pathology being perceived solely as a service discipline.

Conclusions:

• Pathology departments must actively communicate their methods, possibilities, and requirements to clinicians.
• Service aspects like communication speed and accessibility are paramount for client satisfaction.
• There is a need to balance service expectations with the scientific and diagnostic rigor of pathology.