Vol. 5, No. 10, October 2024

E-ISSN:2723 – 6692

P-ISSN:2723– 6595

http://jiss.publikasiindonesia.id/

Journal of Indonesian Social Sciences, Vol. 5, No. 10, October 2024 2596

Analysis of the Availability of Laboratory Tests to the Number of

Requests for Tests and Its Implications on Patient Satisfaction

Ivana Yolanda, Vip Paramarta

Universitas Sangga Buana YPKP, Bandung , Indonesia

Email: ivanayolanda97@gmail.com, [email protected]c.id

Correspondence: ivanayolanda97@gmail.com

KEYWORDS

ABSTRACT

Laboratory Test Availability;

Test Requests; Patient

Satisfaction; Healthcare

Services; Laboratory

Management

This study aims to analyze the availability of laboratory tests based

on the number of test requests and their implications for patient

satisfaction. Health laboratories are a vital component of

healthcare services, providing accurate laboratory test results to

support patient diagnosis and treatment. The availability of fast

and accurate laboratory tests plays a crucial role in speeding up

diagnosis and treatment, which ultimately impacts patient

satisfaction. However, many healthcare facilities face challenges in

providing adequate laboratory test availability, such as limitations

in equipment, expertise, and inefficient procedures. This study

employs a literature review approach to collect, analyze, and

synthesize information from various relevant sources. The findings

reveal that the availability of fast and accurate laboratory services

can enhance patient satisfaction, while limitations in availability

can lead to dissatisfaction and increased waiting times. Therefore,

effective laboratory management is essential to improve service

quality and patient experience in hospitals. This research is

expected to provide valuable insights for improving the healthcare

system, particularly in laboratory management.

Attribution-ShareAlike 4.0 International (CC BY-SA 4.0)

Introduction

Health laboratories are one of the important components of health services and provide

accurate laboratory test results and information about patient health (Darimis et al., 2022).

Healthcare providers are expected to have access to accurate and clinically relevant information

that can be understood and used in a timely manner. In the early 21st century, clinical laboratories

have many aspects that are capable of producing complex test results on a variety of samples

(Hutauruk, 2021). Clinicians use laboratory test results to diagnose diseases, establish treatment

strategy indicators and monitor patient therapy.

One of the key quality indicators of a hospital's treatment strategy is laboratory services.

Meanwhile, patients and doctors are the main customers in medical laboratories, and are an

important component in developing a customer-oriented laboratory (Moh Sholeh & Chalidyanto,

2021). Medical laboratories have customers whose needs must be addressed efficiently. Several

features of laboratory services can be inspected from the point of view of doctors and patients

including the quality or reliability of test results, staff courtesy, accessibility of pathologists,

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accessibility of laboratory managers, phlebotomy services, and responsiveness of laboratory

management (Karwiti et al., 2021).

The availability of laboratory tests is one of the important aspects of the healthcare system

that directly affects the diagnosis and management of patient health (Moh Adam Sholeh, Maslicha, &

Sudaryanti, 2020). A fast and accurate laboratory examination allows doctors to provide appropriate

and efficient treatment, thereby improving the quality of medical services. However, in practice,

there are often challenges related to the availability of equipment, reagents, and experts in the

laboratory that can affect the number of requests for examination (Pogorzelska & Chlabicz, 2022).

Therefore, it is very important to analyze the availability of laboratory tests and their implications

for patient satisfaction.

In this modern era, health services are increasingly focusing on patient satisfaction as an

indicator of service quality. Patients expect fast, efficient, and accurate services, including in terms

of laboratory tests (Taneja et al., 2021). However, an obstacle that often occurs in many hospitals

and health facilities is the availability of laboratory tests, which are not always sufficient. This can be

caused by various factors, such as limited equipment, inadequate manpower, and inefficient

procedures (Rahman, 2020). Limited availability of tests can result in long queues, delays in test

results, and even diversion of referrals to other facilities, which ultimately has a negative impact on

patient satisfaction (Santhoshkumar et al., 2022).

In addition, a high number of laboratory test requests can also put a strain on health facilities.

In some cases, requests that exceed laboratory capacity can cause delays in the analysis process and

the return of results to doctors and patients (Bahuguna et al., 2023). This condition not only

disrupts the flow of services but can also increase the anxiety of patients waiting for test results.

Research focusing on the relationship between the availability of laboratory tests and the number of

requests for tests, as well as their impact on patient satisfaction, is expected to provide valuable

insights for the improvement of the healthcare system (Raj Jalem, 2020).

Thus, it is important to analyze the availability of laboratory tests against the number of

requests for tests and how it impacts patient satisfaction. Through this study, it is expected to

identify areas for improvement in laboratory services, as well as provide recommendations for

health facility managers to improve service quality and patient satisfaction. This study is relevant

not only for academic purposes but also for practical application in the field, which aims to

determine the level of availability of laboratory tests in hospitals affecting the number of requests

for tests from patients, to determine the factors that affect the availability of laboratory tests and

how they impact the waiting time for test results, and to determine the relationship between the

availability of laboratory tests and patient satisfaction in health services.

Materials and Methods

Research Approach

This study used a literature review approach to collect, analyze, and synthesize information

from various relevant sources. This approach aims to understand the relationship between the

availability of laboratory tests, the number of requests for tests, and patient satisfaction.

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Data Collection Technique

Data were obtained from scientific articles, health journals, research reports, textbooks, and

other reliable sources.

• Inclusion Criteria:

Studies that addressed the availability of laboratory tests.

Studies that evaluated the demand for laboratory tests.

Articles that examine patient satisfaction with laboratory services.

• Exclusion Criteria:

Studies that were not relevant to the focus of the study.

Data Collection Procedure

• Article Screening: Screening articles based on predetermined inclusion and exclusion criteria.

• Data Collection: Collecting data from the selected articles and recording important

information related to the study.

Data Analysis

• Synthesizing Results: Clustering and synthesizing findings from relevant studies. This

includes analyzing the relationship between examination availability and demand and its

impact on patient satisfaction.

• Pattern Identification: Looking for patterns or trends in the literature that indicate a

significant relationship between the variables under study.

Validity and Reliability

• Validity: Ensuring that the sources used are valid and reliable by checking the credibility of

the journal and study methodology.

• Reliability: Multiple sources are used to ensure consistency of findings. The analysis's results

will be compared with those of other studies to check for similarity.

Research Ethics

The researcher ensures that all sources used are listed and given appropriate credit to avoid

plagiarism. If any use of data involves sensitive information about patients, the data will be ensured

that it is not disclosed without authorization.

Results and Discussions

The Relationship between Laboratory Testing Availability and Patient Satisfaction

The availability of laboratory tests plays a crucial role in determining the level of patient

satisfaction in hospitals. Timely and high-quality laboratory tests are essential for accurate

diagnosis and effective treatment. When a patient needs an examination, the availability of adequate

laboratory services can speed up the diagnosis and treatment process, thereby increasing patient

confidence in the hospital. Conversely, delays in examinations or limited availability can lead to

patient dissatisfaction, potentially damaging their relationship with the healthcare provider (Andris,

2021).

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One of the key indicators of patient satisfaction is the waiting time to obtain laboratory test

results. When patients have to wait too long for results, they may feel anxious or frustrated,

especially if the results pertain to a serious health condition (Afrinis et al., 2020). In this case, the

availability of fast and efficient laboratory tests can significantly improve patient satisfaction. By

reducing wait times and ensuring results are available immediately, hospitals can provide a more

positive experience for patients.

In addition, the quality and accuracy of laboratory test results also contribute to patient

satisfaction. The availability of modern laboratory technology and medical personnel who are

competent in performing the tests will result in more accurate results. When patients receive clear

and reliable information about their health conditions, they tend to feel more satisfied with the

services provided. Good laboratory service availability also creates a positive impression of the

healthcare facility, increasing the likelihood of patients recommending the hospital to others.

The availability of laboratory tests can also affect the interaction between patients and

medical personnel. With quick and accurate results, doctors can make better decisions and provide

patients with more in-depth explanations about their conditions. This not only increases the

patient's trust in the doctor but also provides a sense of ownership and involvement in their

treatment process. This favorable interaction contributes to the patient's overall experience and

increases their satisfaction with the care received.

Overall, the relationship between the availability of laboratory tests and patient satisfaction is

strong. Hospitals that can guarantee the availability of efficient, fast, and high-quality tests not only

improve the patient experience but also build a good reputation in healthcare. Therefore, it is

important for hospital management to continuously optimize and improve the availability of

laboratory services in order to meet patients' expectations and increase their overall satisfaction.

Best Practices in Laboratory Management

Effective laboratory management is essential to ensure quality of care and patient satisfaction.

Here are some best practices that can be implemented in laboratory management to improve

efficiency, accuracy, and patient satisfaction:

1. Standardization of Operational Procedures

The development and implementation of clear standard operating procedures (SOPs) are

essential to ensuring consistency in every aspect of laboratory operations. These SOPs should

include steps for sampling, processing, testing, and waste management. With clear standards in

place, laboratory staff can perform their duties more efficiently and reduce the likelihood of

errors.

2. Staff Training and Development

The availability of modern laboratory technology and medical personnel who are competent in

performing the tests will result in more accurate results. When patients receive clear and

reliable information about their health conditions, they tend to feel more satisfied with the

services provided. Good availability of laboratory services also creates a positive impression of

the healthcare facility, increasing the likelihood of patients to recommend the hospital to

others.

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3. Use of Modern Technology

Utilization of the latest laboratory technologies, such as automation, laboratory management

software, and laboratory information systems (LIS), can improve operational efficiency. These

technologies enable faster data processing, reduction of manual errors, and better tracking of

samples and test results. Investing in the right technology will help laboratories provide faster

and more accurate results to patients and doctors.

4. Quality Management

The implementation of a strict quality management system, such as ISO 15189, can help

laboratories monitor and improve the quality of services provided. Regular internal audits,

performance evaluations, and feedback from service users can provide valuable insights for

improvement. In addition, regular testing and validation of methods are important to ensure

that the results produced are always accurate and reliable (Devianty et al., 2022).

5. Effective Communication

Establishing good communication between the laboratory and other parts of the hospital, such

as doctors and nurses, is important to improve the flow of information. The laboratory should

be able to provide clear and timely information regarding test results, as well as listen to

feedback from service users. With effective communication, laboratories can tailor their

services to clinical needs and improve patient satisfaction (Harmawati & Patricia, 2021).

6. Focus on Patient Engagement

Involving patients in the laboratory process can increase their satisfaction. Providing clear

information regarding examination procedures, expected results, and steps taken to ensure

quality can make patients feel more involved and valued. Educating patients on the importance

of laboratory tests and how the results will affect their care can increase patient trust and

satisfaction.

7. Performance Monitoring and Evaluation

Laboratories should have a system in place to monitor performance and test results on a

regular basis. This includes analyzing data regarding processing time, number of errors, and

patient satisfaction. By conducting regular performance evaluations, laboratory management

can identify areas that need improvement and formulate strategies to improve efficiency and

quality of service.

By implementing best practices in laboratory management, hospitals can significantly

improve operational effectiveness. This operational effectiveness is achieved through the

standardization of procedures and the implementation of modern technology, which allows the

testing and analysis process to run faster and more accurately. When laboratories are able to

manage their workflow more efficiently, the waiting time for patients to get their results is reduced,

thus improving the overall patient experience (Khasanah et al., 2024). These efficiencies also help

laboratory staff to manage larger workloads without compromising on quality, allowing

laboratories to meet the growing demand for services.

The quality of test results has also improved thanks to the implementation of a strict quality

management system and continuous training for staff. By conducting regular audits and

performance monitoring, the laboratory can identify and correct potential errors in the testing

process. The use of the latest technology in data processing and analysis also ensures that the

results provided to doctors and patients are accurate and reliable. High-quality test results not only

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support proper diagnosis but also help in determining a more effective treatment plan, thus

contributing to the overall healing process of the patient (Stiyawan & Ainy, 2023).

Ultimately, all these efforts have a direct impact on the level of patient satisfaction. When

patients feel that they are receiving prompt, accurate, and professional services, they will be more

satisfied with their experience at the hospital. High patient satisfaction not only encourages loyalty

but also improves the hospital's reputation in the community (Priadi, 2019). In an era where

information spreads quickly, positive feedback from patients can attract more new patients, as well

as strengthen the hospital's position as a quality healthcare provider. Therefore, focusing on best

practices in laboratory management is not only an investment in internal operations but also a long-

term strategy to maintain the hospital's competitiveness and reputation in the healthcare industry.

Conclusion

In conclusion, the results of this study not only underscore the importance of laboratory test

availability in enhancing patient satisfaction but also provide actionable insights for improving

laboratory management in hospitals. By addressing challenges such as equipment shortages, staff

expertise, and procedural inefficiencies, hospitals can significantly optimize their laboratory

services. Implementing these findings can lead to more efficient workflows, reduced waiting times

for test results, and enhanced overall patient care. For hospital administrators, adopting best

practices from this study, such as ensuring sufficient resources and improving operational

efficiency, can directly translate to better patient outcomes. Additionally, integrating modern

laboratory technologies and staff training programs will further enhance the accuracy and speed of

diagnostic services. Thus, the study's outcomes offer a practical framework for improving

laboratory management, ensuring that hospitals meet the growing demand for quality healthcare

services.

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