The measurement of the service quality of clinical laboratories

Abstract

Clinical laboratories are staffed and run by scientific and medical laboratory professionals trained in their respective specialities The range, variety, organisation and delivery of laboratory services provided, as well as the evaluation of the quality of the service, have traditionally been determined solely by the knowledge and views of laboratory professionals. Most of the efforts of laboratory staff to improve the service offered have historically been directed internally concerned with technical quality improvements, such as the improved accuracy of analysis results. However, although the service provided may be of excellent technical quality it may still not be meeting the requirements of customers.