Satisfaction of healthcare personnel in clinical laboratory services: a quantitative study

Abstract

Health personnel satisfaction with clinical laboratory services is a key indicator of hospital care quality. This quantitative, descriptive-correlational study evaluated the relationship between the quality of care provided by the clinical laboratory at the El Carmen Basic Hospital and health personnel satisfaction. A structured questionnaire based on the Likert scale was applied to a sample of 95 health professionals. The results revealed that accessibility and communication with the laboratory are perceived as adequate, although there are opportunities for improvement in the clarity of the information provided and in the delivery times of results. In addition, a moderate positive correlation (ρ = 0.677; p < 0.01) was identified between service quality and staff satisfaction. The perception of laboratory capacity was mostly neutral, while the friendliness and professionalism of the staff were the most highly valued aspects. It is concluded that optimizing communication processes, reducing waiting times and strengthening infrastructure would contribute to improving service quality and health personnel satisfaction.