Evaluation of beneficiary satisfaction with biomedical laboratory services in Kinshasa: A case study of prescribers of biological analyses in several general referral hospitals
Introduction Biomedical laboratories (BMLs) in Kinshasa, as elsewhere, are obligated to satisfy the beneficiaries of their services through the provision of quality services. To achieve this, they must comply with international quality standards, particularly those outlined in ISO 15189 and ISO...
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Orapuh, Inc.
2025-07-01
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| Online Access: | https://orapuh.org/ojs/index.php/orapj/article/view/444 |
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| author | CHRISTIAN NGANDU KAISA Beya Dophie Tshibuela Pholo Dahlia Pambu Ndaye Antoine Nkuba Masidi Jérémie Muwonga |
| author_facet | CHRISTIAN NGANDU KAISA Beya Dophie Tshibuela Pholo Dahlia Pambu Ndaye Antoine Nkuba Masidi Jérémie Muwonga |
| author_sort | CHRISTIAN NGANDU KAISA |
| collection | DOAJ |
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Introduction
Biomedical laboratories (BMLs) in Kinshasa, as elsewhere, are obligated to satisfy the beneficiaries of their services through the provision of quality services. To achieve this, they must comply with international quality standards, particularly those outlined in ISO 15189 and ISO 9001. A study of provider satisfaction was previously conducted at the Cliniques Universitaires de Kinshasa (CUK) in 2022 and at the Hôpital Général de Kinshasa in 2024. However, no evaluations have been conducted in other hospitals.
Purpose
This study aimed to assess the satisfaction of prescribers of biomedical tests in selected general referral hospitals in Kinshasa, Democratic Republic of Congo.
Methods
A cross-sectional, descriptive, and analytical study was conducted from December 2024 to June 2025 in five public hospitals in Kinshasa. A total of 350 prescribers were surveyed using a structured questionnaire. The association between satisfaction indicators and overall prescriber satisfaction was analysed using chi-square tests.
Results
Among the 350 prescribers surveyed, the overall satisfaction level was 45.43%, with only 2.57% of prescribers reporting a high level of satisfaction. Four key indicators were significantly associated with satisfaction: reception at the laboratory (p < .001), turnaround time for results (p < .001), relevance and clarity of laboratory reports (p < .001), and the range of tests offered (p < .001).
Conclusion
Prescriber satisfaction with BML services in Kinshasa is low. Regular assessments of beneficiary satisfaction and service delivery improvements—particularly in customer reception, speed of results delivery, availability of tests, and the relevance and clarity of laboratory reports—are essential. The World Health Organization (WHO) recommends that such evaluations be conducted at least once every two years (World Health Organization, 2020).
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| format | Article |
| id | doaj-art-ac45b09b925244bfbe0b8a763b4c09dd |
| institution | DOAJ |
| issn | 2644-3740 |
| language | English |
| publishDate | 2025-07-01 |
| publisher | Orapuh, Inc. |
| record_format | Article |
| series | Orapuh Journal |
| spelling | doaj-art-ac45b09b925244bfbe0b8a763b4c09dd2025-08-20T02:50:27ZengOrapuh, Inc.Orapuh Journal2644-37402025-07-016710.4314/orapj.v6i7.67Evaluation of beneficiary satisfaction with biomedical laboratory services in Kinshasa: A case study of prescribers of biological analyses in several general referral hospitals CHRISTIAN NGANDU KAISA0Beya Dophie Tshibuela 1Pholo Dahlia Pambu 2 Ndaye Antoine Nkuba3Masidi Jérémie Muwonga4University of Kinshasa, Democratic Republic of the CongoUniversity of Kinshasa, Democratic Republic of the CongoUniversity of Kinshasa, Democratic Republic of the CongoUniversity of Kinshasa, Democratic Republic of the CongoUniversity of Kinshasa, Democratic Republic of the Congo Introduction Biomedical laboratories (BMLs) in Kinshasa, as elsewhere, are obligated to satisfy the beneficiaries of their services through the provision of quality services. To achieve this, they must comply with international quality standards, particularly those outlined in ISO 15189 and ISO 9001. A study of provider satisfaction was previously conducted at the Cliniques Universitaires de Kinshasa (CUK) in 2022 and at the Hôpital Général de Kinshasa in 2024. However, no evaluations have been conducted in other hospitals. Purpose This study aimed to assess the satisfaction of prescribers of biomedical tests in selected general referral hospitals in Kinshasa, Democratic Republic of Congo. Methods A cross-sectional, descriptive, and analytical study was conducted from December 2024 to June 2025 in five public hospitals in Kinshasa. A total of 350 prescribers were surveyed using a structured questionnaire. The association between satisfaction indicators and overall prescriber satisfaction was analysed using chi-square tests. Results Among the 350 prescribers surveyed, the overall satisfaction level was 45.43%, with only 2.57% of prescribers reporting a high level of satisfaction. Four key indicators were significantly associated with satisfaction: reception at the laboratory (p < .001), turnaround time for results (p < .001), relevance and clarity of laboratory reports (p < .001), and the range of tests offered (p < .001). Conclusion Prescriber satisfaction with BML services in Kinshasa is low. Regular assessments of beneficiary satisfaction and service delivery improvements—particularly in customer reception, speed of results delivery, availability of tests, and the relevance and clarity of laboratory reports—are essential. The World Health Organization (WHO) recommends that such evaluations be conducted at least once every two years (World Health Organization, 2020). https://orapuh.org/ojs/index.php/orapj/article/view/444Satisfactionbiomedical laboratorytest prescriberKinshasaDemocratic Republic of the Congo |
| spellingShingle | CHRISTIAN NGANDU KAISA Beya Dophie Tshibuela Pholo Dahlia Pambu Ndaye Antoine Nkuba Masidi Jérémie Muwonga Evaluation of beneficiary satisfaction with biomedical laboratory services in Kinshasa: A case study of prescribers of biological analyses in several general referral hospitals Orapuh Journal Satisfaction biomedical laboratory test prescriber Kinshasa Democratic Republic of the Congo |
| title | Evaluation of beneficiary satisfaction with biomedical laboratory services in Kinshasa: A case study of prescribers of biological analyses in several general referral hospitals |
| title_full | Evaluation of beneficiary satisfaction with biomedical laboratory services in Kinshasa: A case study of prescribers of biological analyses in several general referral hospitals |
| title_fullStr | Evaluation of beneficiary satisfaction with biomedical laboratory services in Kinshasa: A case study of prescribers of biological analyses in several general referral hospitals |
| title_full_unstemmed | Evaluation of beneficiary satisfaction with biomedical laboratory services in Kinshasa: A case study of prescribers of biological analyses in several general referral hospitals |
| title_short | Evaluation of beneficiary satisfaction with biomedical laboratory services in Kinshasa: A case study of prescribers of biological analyses in several general referral hospitals |
| title_sort | evaluation of beneficiary satisfaction with biomedical laboratory services in kinshasa a case study of prescribers of biological analyses in several general referral hospitals |
| topic | Satisfaction biomedical laboratory test prescriber Kinshasa Democratic Republic of the Congo |
| url | https://orapuh.org/ojs/index.php/orapj/article/view/444 |
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