Turnaround Time and Patients' Perceptions of Clinical Laboratory Services at a Tertiary Hospital in Pakistan: A...

Turnaround time (TAT) is a key metric of laboratory performance. However, delays occurring outside the intra-laboratory phases are often overlooked. This study aimed to assess intra-laboratory TAT and patients' perceptions of laboratory service quality in a public tertiary hospital in Pakistan.

A cross-sectional survey was conducted between July and December 2024 at Holy Family Hospital, enrolling 300 adult patients using non-probability quota sampling. Data were collected using a bilingual, validated questionnaire that included a 21-item patient perception scale. Intra-laboratory TAT (from sample collection to report verification) was analyzed using non-parametric statistical tests and generalized linear models.

The median TAT was 115 min (IQR: 90-145), significantly shorter in morning shifts and for baseline, biochemistry, and special chemistry tests (p < 0.001). The median perception score was 60 (IQR: 54-66.75), with only 37.67% of patients considered satisfied. Satisfaction was significantly correlated with test type and day of the week and was negatively associated with TAT (ρ = -0.307, p < 0.001).

More than 60% of patients were dissatisfied, primarily due to delayed reporting, inadequate communication, and staff-related concerns. Establishing standardized TAT benchmarks, optimizing staffing, and improving patient communication may enhance service quality and patient satisfaction in high-volume laboratory settings.