Determining the major factor of patients satisfaction with the services of FEU-NRMF clinical laboratory during the Covid-19 pandemic / Reinhardt Joseph Figueroa, Frances Kay Lim, Neil Angelo M. Mendoza, Rovert Pil M. Pabustan, Ynna Sigrid A. Parungao, Elana Luis G. Seno; Katherine R. Lim.

Includes appendices and bibliographical references.

Abstract: Patient satisfaction is an important metric for evaluating the quality of services provided by any medical facility, even with the changes and challenges posed by COVID-19. Given That the FEU-NRMF Department of Pathology and Clinical Laboratory is one of the many affected laboratories by the pandemic, the researchers examined the relevant parameters to determine patient satisfaction, with a focus on identifying the major factor and associating its effects that influence patients' discretion if they decide to trust the quality of service of the laboratory. Through a quantitative descriptive study, the researchers discovered that the FEU-NRMF Laboratory obtained a high overall satisfaction rate (µ=4.12). Of the seven indicators of satisfaction, the highest ranked was the management of the laboratory (m=4.41), followed by reliability of laboratory results (m=4.37), test availability (m=4.34), competency of healthcare professional (m=4.32), turnaround time (m=4.17), while the least ranked in the cost of each test (m=2.94).

Thesis - School of Medical Technology