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Oulun yliopiston väitöskirjat

SIGNIFICANCE OF CUSTOMER FEEDBACK, ACTA UNIVERSITATIS OULUENSIS D Medica 1065

ISBN-13:	978-951-42-6272-2
Kieli:	englanti
Kustantaja:	Oulun yliopisto
Oppiaine:	Lääketiede, farmasia
Painosvuosi:	2010
Sidosasu:	pehmeäkantinen
Sijainti:	Print Tietotalo
Sivumäärä:	92
Tekijät:	OJA PAULA

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The aim of the study was to evaluate the usefulness of customer satisfaction surveys andspontaneous customer feedback procedure in a university hospital laboratory. Questionnairescontaining closed-ended statements and an open-ended question were used in the customersatisfaction surveys targeted at the clinical units of the university hospital and regional healthcentres. Customer feedback documents including the subject matters of the reports, theinvestigations carried out and the actions taken were analysed using qualitative content analysis.The highest dissatisfaction rates in the clinical units were recorded for computerised testrequesting and reporting, turnaround times of tests, missing test results and the schedule ofphlebotomy rounds. In addition, additional instructions were needed. The most common causes ofdissatisfaction among regional health centres were related to electronic data transfer of laboratorytest requests and reports between health centres and the university hospital laboratory, need ofadditional instructions for handling of samples and preparation patients for laboratory tests,problems with decentralised phlebotomy services to hospital outpatients, and unawareness of theschedule of some less common laboratory tests. Further clarifications with selected customerswere needed to specify the causes of dissatisfaction. Erroneous, delayed and lacking test resultswere the most common errors or defects revealed in the investigations of the spontaneouscustomer feedback reports from both the clinical units and the external customers. The mostcommon underlying causes of errors were unintended errors and non-compliance with operatinginstructions. Systematic errors were found in one-sixth of the cases. Corrective actions werecarried out in three-fourths of the cases. Satisfaction survey can be used as a screening tool toidentify topics of dissatisfaction. However, further clarifications are often needed to find out thecustomer-specific causes of dissatisfaction and to undertake targeted corrective actions. Everyreported case of customer feedback should be investigated to find out possible errors and theirunderlying causes so that appropriate corrective actions can be taken.

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