The clinicians' perceptions on quality of laboratory services and the status of laboratories in relation to personnel skill, competency and compliance in Kiambu county, Kenya

Abstract

Objective: This study aims to assess the competency and skills of laboratory personnel and impact these competencies have on  customer satisfaction.

Design: This was a multi-site descriptive cross-sectional study. A total of 76 laboratory personnel were interviewed from all levels of  health facilities, triangulation method was used with the supervisor to rate the personnel. Twenty-five clinical laboratories are observed,  and five focused group discussions were conducted consisting of clinicians working in Kiambu County Kenya.

Results: Majority of the lab personnel (90%) were below 50 years of age and majority are Diploma and Higher Diploma holders. A  respectable number (66%) have training on laboratory quality management and most of the laboratories supervisors rated the personnel  working under them very good in quality management procedures. Almost all clinicians request laboratory testing in the County and felt that most of the laboratory personnel were competent to perform their duties with above average in conduct.  

Conclusions: Majority of clinicians have a good perception of the quality of laboratory services with the exception of a few and in return  the laboratory personnel are competent and skilful and laboratories are generally compliant to the standards.

Recommendations: The  ground causes of the little dissatisfaction of clinicians towards laboratory services need to be investigated more, and ways of improving  the satisfaction level should be designed and implemented.