La calidad del servicio del área de laboratorio clínico y su incidencia en la atención del paciente de Clínica Santiago de la ciudad de Santo Domingo.

Abstract

The main objective of this research work is to determine the quality of the laboratory area and its incidence in patient care at the Santiago Clinic in the city of Santo Domingo to design a proposal for improvements. In order to comply with the main objective, it is necessary to review the existing conceptual framework in relation to the quality of the services of the laboratory area and patient care. In addition, to know the level of satisfaction of patients with respect to quality of service, 315 surveys were conducted, the study populations were patients treated in the clinical laboratory during 2017 and coming from emergency areas, outpatient consultation, hospitalization and external clients and use of the methodology. SERVQUAL based on five perceptions such as the dimension of tangible goods, the Reliability dimension, the responsibility dimension, the security dimension and the Empathy dimension. From the data of the survey, the users of the laboratory are dissatisfied with the physical facilities, with the nonexistent information material, with the deadline for delivery of results, delay in taking samples, with poor attention by the laboratory staff. To solve the problems encountered, an improvement was achieved that helped improve the quality of the clinical laboratory services.