Physicians' satisfaction with clinical referral laboratories in Rwanda

Area of Science:

• Healthcare Quality Improvement
• Clinical Laboratory Science
• Medical Diagnostics

Background:

• Laboratory service quality directly impacts patient care and clinical decision-making.
• Physician satisfaction is a critical metric for assessing and improving laboratory services.

Purpose of the Study:

• To evaluate physician satisfaction with clinical referral laboratory services in Rwanda.
• To identify specific areas of strength and weakness in laboratory service delivery from the physicians' perspective.

Main Methods:

• A cross-sectional survey was conducted among 462 physicians in four Rwandan referral hospitals.
• A five-point Likert scale questionnaire and an open-ended question were used to gather data.
• Descriptive statistics, ordered logistic regression, and thematic analysis were employed for data analysis.

Main Results:

• Overall physician satisfaction with laboratory services was 3.2 out of 5, with only 36.2% satisfied.
• High satisfaction was noted for result reliability (69.9%) and report adequacy (61.9%).
• Low satisfaction was observed for test turnaround times (19.3% for routine, 27% for urgent) and communication (29%).
• Key issues included lack of test turnaround time communication (84%) and limited virology diagnostics (73.4%).
• Pediatricians, internists, and experienced physicians reported lower satisfaction.

Conclusions:

• Enhancing laboratory test availability, timely reporting, and effective communication are crucial for improving physician satisfaction and healthcare quality.
• Increased collaboration between laboratory staff and clinicians, such as participation in clinical meetings, can address physician concerns.