Internal customer satisfaction survey on phlebotomy service in a cluster hospital

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Internal customer satisfaction survey on phlebotomy service in a cluster hospital


Author: Li, Kit-yee
Title: Internal customer satisfaction survey on phlebotomy service in a cluster hospital
Degree: M.Sc.
Year: 2009
Subject: Hong Kong Polytechnic University -- Dissertations.
Phlebotomy -- China -- Hong Kong.
Consumer satisfaction -- China -- Hong Kong -- Case studies.
Department: School of Nursing
Pages: ix, 116 leaves : ill. ; 30 cm.
Language: English
InnoPac Record:
Abstract: There is an increasing demand in the phlebotomy service in Hong Kong. This study has contributed to systematically identify the possible attributes (areas of expectation) and level of satisfaction concerning internal nursing customer's satisfaction on the phlebotomy service. It was primarily explorative and quantitative in design, but it had incorporated the use of qualitative inquiry method of focus group interview for identifying possible attributes for items generation in the development of the questionnaire. Twenty-nine themes (satisfaction items) were identified that had elaborated the potential attributes of satisfaction on phlebotomy service from the internal customers' perspective -their areas of expectation. A total of 336 questionnaires were collected. Internal consistency and content validity of the developed questionnaire were evaluated and were found to be satisfactory. Explorative Factor Analysis was applied that revealed a 3-factor structure for the underlying construct of the internal customer satisfaction. The overall satisfaction ratings from different departments had provided supporting evidence that the phlebotomy service of a cluster hospital was perceived as a satisfied service from the front line internal nursing customers. Among the different aspects surveyed from the front line internal nursing customers, the four satisfaction items with higher satisfaction rating were all being grouped under Factor 3 (Technical Skills and Accuracy). These results suggested that the exiting training of blood taking skills and practice was up to the expectation of the front line internal nursing customers. The accuracy level was also up to the requirement as expected. However, there were still areas of dissatisfaction identified from the survey which indicated the need for priority improvement or interventions. These dissatisfied items were Question 21 (relieving system) and Question 22 (coverage of duty hours), as well as Question 20 (waiting period) and Question 29 (responding to call) which were all resources related. Some specific recommendations were proposed to improve these areas of dissatisfaction. Statistically, there were significantly lower Sub-total scores of Factor 3 (Technical Skills and Accuracy) in ONCOL when compared to the other departments. It reflects a relatively higher expectation on quality of phlebotomy services to the oncology patients. Items of Factor 1 (Communication and Responsiveness) had relatively higher correlation with the Overall Satisfaction Rating (Rating of Question 30). Hence, the items included in the Factor 1 (Communication and Responsiveness) were expected to have greater impact on the level of overall satisfaction of internal nursing customers towards phlebotomy service. The specific questionnaire that has been developed in the study with evaluation of reliability (in term of internal consistency), content and construct validity could serve as a reliable and valid instrument for follow-up studies.

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