title: Using patient satisfaction as an indicator of the quality of laboratory services. Applying social science methods to evaluate outcomes in laboratory medicine.
abstract: The authors discuss methods of outcomes research using patient satisfaction as a quality indicator for evaluating point-of-care (POC) laboratory methods. After commenting on the rationale for using this approach, we focus on specific techniques for developing questionnaires, collecting survey response data, and building a database for analysis. We also address problems that arise in incorporating data from medical records into a research database and the linkage of records from disparate sources. Approaches to cost analysis are discussed, including problems with the use of financial and billing records. Preliminary results thus far show no significant effects from the use of POC prothrombin time testing on hospital inpatient evaluations of their overall care. Using laboratory charges and total reimbursements for treatment as proxies for cost, we found a significant (p < 0.0001) difference in the costs for POC testing over those for testing in the central laboratory.
authors.affiliation: Division of Laboratory Medicine, University of Alabama, Birmingham, USA.
authors.forename: M L
authors.initials: ML
authors.lastname: Kilgore
authors.forename: S J
authors.initials: SJ
authors.lastname: Steindel
authors.forename: J A
authors.initials: JA
authors.lastname: Smith
mesh_terms: D000407:Alabama; D003365:Costs and Cost Analysis; D003625:Data Collection; D016208:Databases, Factual; D006785:Hospitals, University; D006801:Humans; D007349:Insurance, Health, Reimbursement; D007755:Laboratories, Hospital / Q000191:economics / Q000592:standards*; D007902:Length of Stay; D017063:Outcome Assessment, Health Care; D017060:Patient Satisfaction; D019095:Point-of-Care Systems / Q000592:standards*; D014481:United States