A mixed-methods study of patient grievances with phlebotomy services at a tertiary care hospital in eastern India

Patient satisfaction with phlebotomy services is an important indicator of healthcare quality and efficiency. It reflects not only clinical standards but also environmental and interpersonal dimensions of care. Understanding patient experiences can guide meaningful improvements in diagnostic service delivery, especially in high-volume public hospitals. The aim of this study was to assess patient satisfaction with phlebotomy services in a tertiary care hospital, identify critical factors influencing perceptions, and highlight specific areas requiring enhancement.

A sequential mixed-methods, cross-sectional survey was conducted among 100 patients visiting the phlebotomy section at All India Institute of Medical Sciences Gorakhpur, a tertiary care institute in eastern Uttar Pradesh, India. A 35-item structured questionnaire was administered in English or Hindi, according to participant preference. The tool included both closed-ended questions rated on a 3-point Likert scale and open-ended items capturing qualitative feedback. Quantitative data were analyzed using SPSS, and thematic analysis was applied to open-ended responses. Gender-specific patterns in satisfaction were also explored.

High levels of satisfaction were reported for hygiene practices (96%-99%), staff professionalism (94%-96%), and information sharing (77%). The availability of required laboratory tests was positively rated by 79% of participants. However, areas of concern included long waiting times (28% dissatisfaction) and toilet cleanliness (18% dissatisfaction). Thematic analysis revealed that staff attitude, cleanliness, communication, and waiting time were dominant influences on patient satisfaction, whereas pain and procedural delays emerged as common grievances. Gender-based analysis revealed that female patients expressed higher satisfaction with staff behavior and communication, whereas male patients were more satisfied with procedural and diagnostic efficiency.

The study not only found overall high patient satisfaction with phlebotomy services but also identified actionable gaps in waiting time management, sanitation, and communication. Targeted improvements in these areas, especially with gender-sensitive approaches, can further enhance the patient experience and align phlebotomy services with patient-centered care models in tertiary care settings.