Conference Abstract | Volume 9, Abstract 068 (ConfProc7) | Published: 23 Jul 2026
Roland Yengnamenga1,&, Alhassan Abdul-Nasir1, Philip Baabineh1, Tony Basignaa2, Emma Edinam Kploanyi3, Gifty Boateng4, Bernard Nkrumah5, Ebenezer Kofi Mensah6
1Upper West Regional Hospital, Wa, Ghana, 2 Upper West Regional Health Directorate, Wa, Ghana, 3Department of Epidemiology, School of Public Health, University of Ghana, Accra, Ghana, 4National Public Health and Reference Laboratory, Ghana Health Service, Accra, Ghana, 5African Field Epidemiology Network, Accra, Ghana, 6Sekondi Zonal Public Health Laboratory, Sekondi, Ghana
&Corresponding author: Roland Yengnamenga, Upper West Regional Hospital, Wa, Ghana, Email: yengnamengaroland@gmail.com
Received: 29 Aug 2025, Accepted: 28 Oct 2025, Published: 23 Jul 2026
Domain: Laboratory System Strengthening
Keywords: Clinician satisfaction, turnaround time, laboratory services, Upper West Regional Hospital, quality improvement
©Roland Yengnamenga et al. Journal of Interventional Epidemiology and Public Health (ISSN: 2664-2824). This is an Open Access article distributed under the terms of the Creative Commons Attribution International 4.0 License (https://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Cite this article: Roland Yengnamenga et al. Clinician satisfaction in laboratory service: A quality improvement approach at Upper West Regional Hospital, Ghana, 2025. Journal of Interventional Epidemiology and Public Health. 2026;9(ConfProc7):068. https://doi.org/10.37432/JIEPH-CONFPRO7-0068
About 70% of clinical decisions rely on laboratory results, and quality frameworks such as ISO 15189, SLIPTA, and Quality Management System (QMS) require routine monitoring of clinician satisfaction. Laboratories in many low- and middle-income settings face challenges, including delayed turnaround times, reagent stock-outs, equipment downtime, and weak clinician-laboratory communication that can reduce satisfaction and compromise patient care. At Upper West Regional Hospital, no clinician feedback has been collected since 2023, creating a gap addressed by this study.
A cross-sectional census survey of eligible clinicians at Upper West Regional Hospital (UWRH) (n = 36; response rate 80%), was conducted between August and October 2025. Data were collected using a structured online questionnaire covering four domains: accessibility & availability, timeliness & turnaround time (TAT), quality & reliability, and communication & professionalism, plus an overall satisfaction item. Quantitative data were analyzed descriptively, with domain scores categorized and compared to a general scoring scale (High ≥70%, Moderate 50–69%, Low <50%) and the laboratory’s internal satisfaction benchmark (≥80%). Open-ended responses contextualized outcomes.
Mean domain scores were: accessibility & availability (73.7%), quality & reliability (72.3%), communication & professionalism (72.2%), and timeliness/TAT (58.4%). Overall mean satisfaction was 69.2%. The proportion of clinicians achieving the ≥80% satisfaction benchmark was 52.8% for accessibility & availability, 41.7% for quality & reliability, 44.4% for communication & professionalism, and 8.3% for timeliness/TAT. Overall benchmark attainment across all domains was 16.7%, while single-item overall satisfaction ≥80% was 55.6%.
Although general domain scores indicate acceptable clinician satisfaction, failure to meet the laboratory’s ≥80% clinician satisfaction benchmark particularly in timeliness and TAT undermined clinician confidence and posed patient-safety risks. Short-term action plan interventions; including publishing agreed TATs, issuing time chits, enforcing critical-result notification logs, and educating clinicians on STAT requests were implemented to address immediate gaps.
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