The satisfaction of venipuncture services of the phlebotomy room at the first floor of Chaloem Phrakiat Building in Nopparat Rajathanee Hospital

Abstract

This research aimed toassess the satisfaction of the quality of phlebotomy rooms and services. The participants consisted of the service recipients from the outpatient department and the Noppharat Rajathanee Hospital staff, who received  venipuncture services of the phlebotomy room at the 1^st floor of Chaloem Phrakiat Building, Clinical Pathology and Medical Technology Department, Nopparat Rajathanee Hospital, between July 1, 2022 - August 31, 2022. There were 305 and 106 participants, respectively. The results of the study revealed that the outpatients were satisfied with the quality of the phlebotomy room and services at  high levels, at 78.35% and 79.48%, respectively. However, they were least satisfied with the waiting time from card scanning  to venipuncture  finish and bruising after venipuncture, at 70.00% and 52.40%, respectively. When comparing their satisfactions with the quality of the phlebotomy room and services, it was found that the outpatients with different gender, education, and venipuncture history had significantly different satisfactions at p < 0.05, whereas the outpatients with different marital status, age groups, and monthly incomes had comparable satisfactions with the quality of phlebotomy room and services. Moreover, the Nopparat Rajathanee Hospital staff were satisfied with the quality of the phlebotomy room and services at high levels, at 68.9% and 70.20%, respectively. However, they were least satisfied with the number of waiting room chairs and bruising after venipuncture, at 62.6% and 58.20%, respectively. Concerning about their satisfaction with the quality of phlebotomy room and services, it was found that the Nopparat Rajathanee Hospital staff with different venipuncture history had significantly different satisfaction at p < 0.05,  while the Nopparat Rajathanee Hospital staff with different genders, age groups, marital status, educations, and monthly incomes had comparable satisfaction with the quality of phlebotomy room and services.  This study showed that venipuncture involves several steps; therefore, the service recipients  might be confused and had to wait for hours for the venipuncture process. In addition, the number of waiting room chairs was not enough. The proposed satisfaction improvement is to reduce steps in the venipuncture process and to provide staff to help and advice, so that service recipients have convenient and rapid services from the phlebotomy room.