Laboratory User Satisfaction Survey

Laboratory User Satisfaction Survey
South Eastern HSC Trust

Author: Darren Crawford Clinical Pathology Laboratory, Ulster Hospital
Approver: Raymond Gamble Page 1 of 12
QUAL REP-6 Revision: 2018
LABORATORY
USER SATISFACTION SURVEY
1. INTRODUCTION
The Laboratory recognises that in order to achieve continual quality improvement, any
feedback from its service users is vitally important. In order to monitor user experiences
and satisfaction levels the Laboratory undertakes a regular user satisfaction survey every
2 years. This survey was conducted by the Laboratory Quality Co-ordinator in conjunction
with Laboratory management.
2. OBJECTIVES
The objectives of the survey were:

 To gauge satisfaction levels of Laboratory users
 To identify potential improvements to the Laboratory service
 To continually improve the Laboratory service and user relations
3. METHOD
The survey was launched on Monday 26th February 2018 on SurveyMonkey, when the
Laboratory sent an email to all of its users. Due to poor online response rates from
community users in previous surveys a hard copy survey was also sent out to community
practice managers to ensure that all users were aware of the survey and had the ability to
complete it. Further hard copies of the survey were also circulated with all Laboratory
store orders between 26th February and 26th March 2018.
The principal focus of the survey was to seek user opinions on:
 Clinical advice
 Laboratory handbook
 Laboratory staff assistance
 Result turnaround times
 Result recall
 Telephoned results
 Transport arrangements
A total of 8 questions relating to the above areas were posed to each user. A copy of the
survey is in the Appendix.
The nature of the survey ensured that it was as simple and quick as possible for users to
complete, which should ensure as large a number of respondents as possible.
The survey closed on Monday 2nd April 2018.
Laboratory South Eastern Health and Social Care Trust.

If printed, this paper copy is uncontrolled as of 08:12 on the Print Date: 24/04/2018.
Always consult the Q-Pulse Document Register for current revision.
Before reviewing the results of the survey, it’s important to ensure the definition of
satisfaction is stated. The Laboratory has measured satisfaction on a scale of 1 to 5, with
1 being most dissatisfied and 5 most satisfied.
SATISFACTION RATING SATISFACTION LEVEL SATISFACTION DEFINITION
5 Very good User satisfied
4 Good User satisfied
3 Average User satisfied
2 Poor User dissatisfied
1 Very poor User dissatisfied
Therefore, the Laboratory defines user results of 3 or greater out of 5 as satisfied and 2 or
less out of 5 as unsatisfied.
The Laboratory has set a target of at least 95% of survey respondents having a
satisfaction rating of 3 or higher for the overall service provided by the Laboratory.
4. RESULTS
4.1 OVERVIEW OF RESULTS
 A wide spectrum of service users responded, predominantly hospital-based but

also community based, with a total of 86 responses
 96% of respondents gave a satisfaction rating of 3 or higher for the overall
service provided by the Laboratory
 Generally positive feedback from users in regards to the services provided by
the Laboratory
 The majority of negative feedback was in regards to transport arrangements,
which is the responsibility of the SEHSCT Transport Department, however this
was only from 11% of respondents which is no higher than previous years
4.2 RESULTS TABLES & GRAPHS
See overleaf.

1. Please select your staff group and specify your Ward / Department / Health Centre:
Staff Group Amount Percentage

Administration/clerical 9 10
Healthcare Professional 21 24
Medical 12 14
Nursing 41 48
Other 3 3
Ward / Department / Health Centre Amount Percentage

Community-based 18 21
Hospital-based 46 53
Not specified 22 26
2. Please select the system you primarily use to view Laboratory results:
(multiple responses permitted)
System Amount Percentage No Response

GP Result Recall System 14 13 5
NI ECR 49 47
Patient Centre 6 6
Web-based Lab Result Recall 33 31
Other 3 3
70
60
50
Percentage Usage
40
30
20
10
0
GP Result Recall NI ECR Patient Centre Web-based Lab Other
System Result Recall
System

3. How satisfied are you with result turnaround times?
Satisfaction Level 1 2 3 4 5 N/A or No Response

Amount 1 0 7 26 34 18
Percentage 1 0 10 38 50
70
60
50
Percentage
40
30
20
10
0
1 2 3 4 5
Satisfaction Level
4. How satisfied are you with Laboratory result recall (viewing results)?

Amount 1 0 7 27 34 17
70
60
50
Percentage
40
30
20
10
0
1 2 3 4 5
Satisfaction Level

5. How satisfied are you with clinical advice given on how to interpret tests results?

Amount 1 1 10 15 30 29
70
60
50
Percentage
40
30
20
10
0
1 2 3 4 5
Satisfaction Level
6. How satisfied are you with the transport arrangements to the Laboratory?

Amount 2 5 12 15 28 24
70
60
50
Percentage
40
30
20
10
0
1 2 3 4 5
Satisfaction Level

7. How satisfied are you with any assistance provided by Laboratory staff?

Amount 1 1 7 23 34 20
70
60
50
Percentage
40
30
20
10
0
1 2 3 4 5
Satisfaction Level
8. How satisfied are you with the Laboratory handbook?

Amount 0 2 9 28 25 22
70
60
50
Percentage
40
30
20
10
0
1 2 3 4 5
Satisfaction Level

9. How satisfied are you with the telephone procedure that the Laboratory uses to alert
users of critical results?

Amount 1 0 5 14 39 27
70
60
50
Percentage
40
30
20
10
0
1 2 3 4 5
Satisfaction Level
10. Overall, how satisfied are you with the Laboratory’s service?
Satisfaction Level 1 2 3 4 5 No Response

Amount 1 2 11 21 36 15
70
60
50
Percentage
40
30
20
10
0
1 2 3 4 5
Satisfaction Level

5. DISCUSSION
The survey received 86 responses from both hospital-based and community-based users.
Within these responses there was a wide spectrum of service users that responded,
including nursing, healthcare professionals, medical and administration/clerical. The
Laboratory received responses from at least 26 different hospital-based areas and 11
different community-based areas. However, as the surveys can be anonymous not all
users filled out this field, so the number could be greater. With the amount of responses
and the various user groups that responded the Laboratory is confident that the results of
this survey accurately reflect the service provided.
In regards to viewing Laboratory results, the majority of respondents use NI ECR and
Web-based Lab Result Recall. This falls in line with the Laboratory’s guidance where we
primarily direct users to view results on these 2 systems. However, it must be noted that
community users primarily use their own GP Result Recall System.
The majority of the survey respondents were satisfied with result turnaround times, with
99% giving a satisfaction rating of 3 or greater and 92% a satisfaction rating of 4 or
greater. One user stated they would like urgent turnaround times to be audited to see if
they could be improved. It is important to note that the complete sample journey
turnaround time (Time of sample to time when results are available to view by users) is not
under the control of the laboratory; however the Laboratory Turnaround time (Time the
sample is registered in the Laboratory to the time when results are available to view by
users) is audited on a quarterly basis and meets the Laboratory’s stated turnaround times
for both urgent and routine requests. Turnaround times are kept under constant review to
see if improvements can be made.
Of the users who responded, 99% were satisfied (satisfaction rating of 3 or greater) with
the result recall systems in place, however one response stated that results are slower to
appear on NI ECR than other systems. This is because there can be a delay of 1-2
minutes before results appear on NI ECR, as reports are uploaded to NI ECR from the
Laboratory Information Management System. It is important to note that if the patient’s
complete demographics are not correct, e.g. incorrect or missing; H&C number, surname
or DOB, then results will not be transmitted and appear on NI ECR. The Laboratory will
provide information in its next newsletter to remind users of the mandatory Laboratory
acceptance criteria to ensure that results transmit to NI ECR.
Of the users who responded, 96% provided a satisfaction rating of 3 or greater for the
clinical advice provided by Laboratory consultants and stated that it was helpful. There
were no negative comments so the Laboratory cannot investigate the 2 dissatisfied
responses.
The vast majority of the users that responded, 89%, gave a satisfaction rating of 3 or
greater for the transport of specimens to the Laboratory. This is a similar rating to the
previous survey, which saw a marked improvement in responses. Having said this
however, this area is still the one with the most dissatisfied users. There were some very
positive comments about the Hospital portering team and Trust transport staff, including

their friendliness and helpfulness, however the main issue centred on later community
collections for some health centres; Only Church Street Surgery provided their name.
As Trust Transport have responsibility for scheduling pick up times and transport of
samples to the Laboratory these comments will be passed onto the Patient Experience
Transport Manager.
Of the survey respondents who have required assistance from Laboratory staff, 96% were
satisfied (satisfaction rating of 3 or greater) with the assistance provided. Comments
included the fact that Laboratory staff are pleasant, professional, helpful and friendly.
However, there were 2 negative comments in relation to Laboratory staff tone and
telephone manner. The Laboratory aims to always answer queries in a professional and
courteous manner and all Laboratory staff will be reminded of this.
A satisfaction rating of 3 or greater was given by 97% of the survey respondents in regard
to the Laboratory Handbook. On the whole users seem satisfied with the handbook and its
content; however there were some negative comments in regards to finding
information/tests in the Handbook. The Laboratory will remind all users of how to search
in the Handbook.
98% of the respondents were satisfied (satisfaction rating of 3 or greater) with the
Laboratory’s telephone results service and no negative comments or suggestions for
improvement were received. The Laboratory is committed and will continue to
communicate to its users in as safe and effective a manner as possible.
Overall 96% of the survey respondents gave a satisfaction rating of 3 or greater for the
overall service provided by the Laboratory, suggesting that the vast majority of users are
reasonably satisfied with the service provided. This is backed up by the fact that in the last
12 months the Laboratory has only received 3 complaints.
Although there was a high level of overall satisfaction with the service provided the
Laboratory’s users did provided suggestions for improving the service. These suggestions
will be recorded on Q-Pulse [LAB MAN-26] for consideration and discussion by the
Laboratory Quality Team. If you would like to discuss your suggestion further please feel
free to contact the Laboratory Services Manager, Raymond Gamble, (028 904 11572 / ext.
88572) or the Laboratory Quality Co-ordinator, Darren Crawford, (028 904 11565 / ext.
88565).

6. ACTION PLAN
By carrying out the action plan detailed below and overleaf the Laboratory hopes to
address the main issues highlighted by our users, where possible, to ensure the
Laboratory service continues to improve.
No. Action Person Responsible Target

1 Disseminate information to users regarding Darren Crawford 31st May 2018
target turnaround times for requests and
the most recent audit data
2 Remind users of the mandatory Darren Crawford 31st May 2018

acceptance criteria for requests, which will
assist with result transmission to NI ECR
3 Forward queries regarding collection times Raymond Gamble 31st May 2018
to Patient Experience Manager
4 Remind Laboratory staff of the proper Darren Crawford 31st May 2018
telephone etiquette – professional, polite &
courteous at all times
5 Remind users how to search for Darren Crawford 31st May 2018
information in the Laboratory Handbook
7. CONCLUSION
In conclusion, this user satisfaction survey has shown that in general most survey
respondents are satisfied with the service provided by the Laboratory. Of those surveyed,
96% gave the Laboratory’s overall service a satisfaction level of 3 or higher, which meets
the Laboratory’s aim of at least 95%. In the last few years the Laboratory has been
making a transition to new models of 24/7 working and ISO 15189 accreditation and we
hope that these changes, along with the action plan from this report, will continue to
improve the service provided by the Laboratory and, ultimately, provide better care for
patients.

8. APPENDIX – LABORATORY USER SATISFACTION SURVEY 2016



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Laboratory User Satisfaction Survey

South Eastern HSC Trust

The objectives of the survey were:

The survey closed on Monday 2nd April 2018.

Laboratory South Eastern Health and Social Care Trust.

SATISFACTION RATING SATISFACTION LEVEL SATISFACTION DEFINITION

5 Very good User satisfied

4 Good User satisfied

3 Average User satisfied

2 Poor User dissatisfied

1 Very poor User dissatisfied

4.1 OVERVIEW OF RESULTS

 A wide spectrum of service users responded, predominantly hospital-based but

4.2 RESULTS TABLES & GRAPHS

Laboratory South Eastern Health and Social Care Trust.

Staff Group Amount Percentage

Ward / Department / Health Centre Amount Percentage

System Amount Percentage No Response

Laboratory South Eastern Health and Social Care Trust.

3. How satisfied are you with result turnaround times?

Satisfaction Level 1 2 3 4 5 N/A or No Response

Satisfaction Level 1 2 3 4 5 N/A or No Response

Laboratory South Eastern Health and Social Care Trust.

Satisfaction Level 1 2 3 4 5 N/A or No Response

Satisfaction Level 1 2 3 4 5 N/A or No Response

Laboratory South Eastern Health and Social Care Trust.

Satisfaction Level 1 2 3 4 5 N/A or No Response

8. How satisfied are you with the Laboratory handbook?

Satisfaction Level 1 2 3 4 5 N/A or No Response

Laboratory South Eastern Health and Social Care Trust.

Satisfaction Level 1 2 3 4 5 N/A or No Response

Satisfaction Level 1 2 3 4 5 No Response

Laboratory South Eastern Health and Social Care Trust.

Laboratory South Eastern Health and Social Care Trust.

Laboratory South Eastern Health and Social Care Trust.

No. Action Person Responsible Target

2 Remind users of the mandatory Darren Crawford 31st May 2018

Laboratory South Eastern Health and Social Care Trust.

8. APPENDIX – LABORATORY USER SATISFACTION SURVEY 2016

Laboratory South Eastern Health and Social Care Trust.

Laboratory South Eastern Health and Social Care Trust.

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