2018 Volume 67 Issue 5 Pages 740-746
Since most outpatients have their blood drawn in a blood collection room, biomedical laboratory scientists should offer excellent medical services including collection technique, hospitality, comfort of the waiting room, and suitable waiting time. In this study, we evaluated patient satisfaction with blood collection to improve the quality of our service to patients. We found that hospitality and collection technique had high satisfaction ratings. In contrast, the waiting time had the lowest satisfaction rating. To shorten the waiting time, we next conducted surveys on our staff members. We studied our routine practice, including the time required for blood collection per patient for each staff and the waiting time for each day of the week and for each time of the day. In addition, we reorganized the staff of the blood collection room and changed the education system for beginners. As a result, in the second satisfaction survey conducted in the following year, the percentage of patients who expressed high satisfaction with the waiting time was increased. Additionally, the average waiting time was shortened. These results suggest that our remedial actions were effective. The most important factor for shortening the waiting time might be the use of all blood collection stands during the peak period in the morning. By conducting the satisfaction survey, we were able to determine how patients evaluate our blood collection room, define the issues of concern, and improve our current operation. A patient satisfaction survey improves the quality of our service to patients.
