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Customer satisfaction survey to improve the European cystic fibrosis external quality assessment scheme

  • Sarah Berwouts and Elisabeth Dequeker
Published/Copyright: June 11, 2011
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Clinical Chemistry and Laboratory Medicine (CCLM)
From the journal Clinical Chemistry and Laboratory Medicine (CCLM) Volume 49 Issue 8

Abstract

Background: The Cystic Fibrosis European Network, coordinated from within the Katholieke Universiteit Leuven, is the provider of the European cystic fibrosis external quality assessment (EQA) scheme. The network aimed to seek feedback from laboratories that participated in the cystic fibrosis scheme in order to improve services offered. In this study we analysed responses to an on-line customer satisfaction survey conducted between September and November 2009.

Methods: The survey was sent to 213 laboratories that participated in the cystic fibrosis EQA scheme of 2008; 69 laboratories (32%) responded. Scores for importance and satisfaction were obtained from a five-point Likert scale for 24 attributes. A score of one corresponded to very dissatisfied/very unimportant and five corresponded to very satisfied/very important. Means were calculated and placed in a two-dimensional grid (importance-satisfaction analysis). Means were subtracted from each other to obtain gap values (gap-analysis).

Results: No attribute had a mean score below 3.63. The overall mean of satisfaction was 4.35. Opportunities for improvement enclosed clarity, usefulness and completeness of the general report and individual comments, and user-friendliness of the electronic datasheet.

Conclusions: This type of customer satisfaction survey was a valuable instrument to identify opportunities to improve the cystic fibrosis EQA scheme. It should be conducted on a regular basis to reveal new opportunities in the future and to assess effectiveness of actions taken. Moreover, it could be a model for other EQA providers seeking feedback from participants. Overall, the customer satisfaction survey provided a powerful quality of care improvement tool.

Keywords: customer satisfaction; external quality assessment; quality improvement
Corresponding author: Prof. Dr. Elisabeth Dequeker, Department of Human Genetics, Katholieke Universiteit Leuven, Biomedical Quality Assurance Research Unit, Herestraat 49, box 602, 3000, Leuven, Belgium Phone: +32 (0)16 34 58 81, Fax: +32 (0)16 34 59 97
Received: 2010-12-02
Accepted: 2011-03-25
Published Online: 2011-06-11
Published in Print: 2011-08-01

©2011 by Walter de Gruyter Berlin Boston

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https://doi.org/10.1515/CCLM.2011.215
Keywords for this article
customer satisfaction; external quality assessment; quality improvement

Articles in the same Issue

  1. Editorial
  2. Pneumatic tube delivery systems for patient samples: evidence of quality and quality of evidence
  3. Reviews
  4. Translating pharmacogenetics into clinical practice: interleukin (IL)28B and inosine triphosphatase (ITPA) polymophisms in hepatitis C virus (HCV) infection
  5. New biomarkers for acute renal injury
  6. Minireview
  7. Post-mortem biochemistry of vitreous humor and glucose metabolism: an update
  8. Opinion Paper
  9. International Osteoporosis Foundation and International Federation of Clinical Chemistry and Laboratory Medicine Position on bone marker standards in osteoporosis
  10. Guidelines and Recommendations
  11. IFCC international conventional reference procedure for the measurement of free thyroxine in serum
  12. Genetics and Molecular Diagnostics
  13. Improving clinical laboratory efficiency: a time-motion evaluation of the Abbott m2000 RealTime and Roche COBAS AmpliPrep/COBAS TaqMan PCR systems for the simultaneous quantitation of HIV-1 RNA and HCV RNA
  14. Enhanced frequency of CFTR gene variants in couples who are candidates for assisted reproductive technology treatment
  15. Customer satisfaction survey to improve the European cystic fibrosis external quality assessment scheme
  16. General Clinical Chemistry and Laboratory Medicine
  17. Effect of sample collection, temperature and time of storage on β-galactosidase and total hexosaminidase activities in dried blood collected on filter paper
  18. Agreement between paired blood gas values in samples transported either by a pneumatic system or by human courier
  19. Golgi protein 73(GP73), a useful serum marker in liver diseases
  20. The utility of six over-the-counter (home) pregnancy tests
  21. N Latex FLC – new monoclonal high-performance assays for the determination of free light chain kappa and lambda
  22. Alterations of the preoperative coagulation profile in patients with acute appendicitis
  23. Cerebrospinal fluid findings in infants with pertussis or parapertussis1)
  24. Calcium pyrophosphate and monosodium urate crystals in synovial fluid as a cause of pseudoeosinophilia
  25. Cardiovascular Disease
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  27. The value of N-terminal proB-type natriuretic peptide for early identification of myocardial infarction in patients with high-risk non-ST-elevation acute coronary syndromes
  28. Infectious Diseases
  29. Diagnosis and genotyping of Plasmodium falciparum by a DNA biosensor based on quartz crystal microbalance (QCM)
  30. Evaluation of two automated chemiluminescence immunoassays, the LIAISON Treponema Screen and the ARCHITECT Syphilis TP, and the Treponema pallidum particle agglutination test for laboratory diagnosis of syphilis
  31. Letters to the Editor
  32. The preanalytical influence of two different mechanical transport systems on laboratory analysis
  33. Commutability of the ERM-DA470k Reference Material for two assays measuring serum albumin using immunochemical principles
  34. Performance evaluation of the Vitros®3600 immunodiagnostic system for the determination of free thyroid hormones
  35. Towards laboratory knowledge, not data, in 70% of clinical decision-making. What “knowledge management” can add to clinical practice?
  36. How to obtain DNA from injection drug users?
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