Year : 2017  |  Volume : 19  |  Issue : 1  |  Page : 26-30

Patients’ perception of quality of services of the haematology laboratory in Ahmadu Bello University Teaching Hospital Zaria, Northwest Nigeria

1 Department of Haematology, Ahmadu Bello University Teaching Hospital, Zaria, Nigeria
2 Department of Pathology, Ahmadu Bello University Teaching Hospital, Zaria, Nigeria

Correspondence Address:
Sani Awwalu
Department of Haematology, ABUTH, Zaria
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Source of Support: None, Conflict of Interest: None

DOI: 10.4103/jomt.jomt_38_16

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Background: To assess the patients’ perception of quality of services (PPQS) offered by the haematology laboratory of Ahmadu Bello University Teaching Hospital (ABUTH), Zaria. A cross-sectional descriptive study was conducted among 125 outpatients of the haematology laboratory in ABUTH, Zaria. A stratified sampling with subsequent systematic random sampling was utilized. This study was conducted in the haematology laboratory of ABUTH, Zaria, Nigeria from 25th April to 3rd August 2016. Participants and Methods: Five-point Likert scales were used to rate 10 categories in addition to overall satisfaction. The most important service categories were also assessed. Percentage satisfaction and scores (on a scale of 1–5) were computed. Data were analyzed using the Statistical Package for the Social Sciences version 20.0 software. Data were presented using tables. Medians and interquartile ranges were used to summarize ordinal data. Mann–Whitney U or Kruskal–Wallis tests were used as applicable. The level of significance was set at P < 0.05. Results: The mean age of participants was 32.04 ± 10.97 years, and females constituted 71 (56.79%). The service category with the highest satisfaction was cleanliness of phlebotomy area (85.60%) followed by information on how to receive results (80.00%). Staff courtesy had the highest satisfaction score (4.25) followed by ease of phlebotomy (3.97). The least was cleanliness of toilets (3.12). Privacy during phlebotomy, ease of phlebotomy and comfort of chairs were the most important categories, with respective scores/values of 26 (20.80%), 23 (18.40%) and 22 (17.60%). Overall satisfaction was 81.60% (score of 3.94). The distribution of overall satisfaction ratings did not differ across socio-economic groups. Conclusion: The PPQS of the haematology laboratory of ABUTH, Zaria reveals a high level of overall satisfaction. Satisfaction with waiting time and cleanliness of toilets are low. All metrics should be considered as opportunities for improvement.

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