Satisfaction rate of mobile laboratory service in Metro Manila as of July, 2010 / Alexis Abrenica ; Maria Charmaine Babiera ; Mark Anthony Blas ; Don Rupert Cruz ; Maria Lani Belen Fernando ; Luiza Elaine Hermoso ; Maria Rica Joy Luna ; Ailee Gliezl Milanie Montemayor ; Eunice Nolasco ; Noha Saleh and Ossam Saleh

Includes appendices and bibliographical references.

Abstract: Mobile Laboratory is a clinical facility performing routine examination and other special examinations that is capable of delivering services to their clients in different places. These laboratories are commonly seen at residential areas, universities and business companies. This is a descriptive study that focuses on the satisfaction of their clients. This research makes use of a questionnaire; there are 200 respondents surveyed that had already utilized mobile clinical laboratory. This research measures the satisfaction of clients on 4 categories; facilities and equipments, laboratory service, personnel, and their over all satisfaction. On the data gathered from the survey, clients were satisfied on the over all laboratory`s facilities and services which has a 58.5% from the total respondents. Under facilities and equipment, it is also subdivided to different sections; (1) comfortability of collection area, (2) comfortability of waiting area, (3) Privacy on collection area, (4) sufficiency of space for collection, (5) ventilation, (6) lighting, (7) cleanliness, (8) adequacy of equipment, (9) technological advancement of laboratory equipment, and (10) availability of specimen container. Facility and equipment gather an average rating 56.75% satisfaction, 35.5% partial satisfaction and 7.95% of dissatisfaction. Laboratory Services was also subdivided into six areas; (1) accuracy of result, (2) confidentiality on how results were released, (3) confidentiality to whom the results were released, (4) waiting time, (5) timeliness of results, and (6) completeness of laboratory service. From the average, laboratory service obtained a percent satisfaction of 68.5, 26.5% partial satisfaction, and 6% dissatisfaction. Personnel was also subdivided into five different areas; (1) approachability of the personnel, (2) knowledge of the personnel, (3) explanation of the procedure, (4) skill of the personnel, and (5) the sufficiency of the number of personnel to accommodate the clients. From the average, personnel obtained a percent satisfaction of 60.80, 33.30% partial satisfaction, 5.90% dissatisfaction. Generally, respondents are satisfied with the series of mobile laboratories, but also suggesting improvement especially for waiting time and waiting area.

Thesis - School of Medical Technology