ABSTRACT
Quality laboratory services are essential and integral part of improved health outcome especially for HIV/AIDS patients on ART. We aimed to assess clients' satisfaction with laboratory services as an indicator of quality and factors affecting quality of laboratory services from service providers' perspective. We conducted a hospital based cross-sectional study from January-April 2014 among adult HIV/AIDS patients attending IDH Kano, Nigeria. An exit and service providers' questionnaires were administered to clients and laboratory service providers respectively. We used SLIPTA
laboratory inventory checklist to assess the availability of equipment, reagents, consumables and test profiles for patients on ART.
A total of 212 HIV positive patients attending laboratory for ART monitoring tests at IDH participated in the study. Of these, 65.6% were females. The mean (ÂSD) age, of the participants was 36.7 Â 10.2 and 36.3% were in the age group (30-39), 58% were married, 10% were single,
while 6% and 26% were divorced and widowed respectively. Majority of the clients (70%) were on antiretroviral therapy (ART). The overall level of satisfaction with laboratory services calculated from a single indicator variable was 97.6%. Internal quality control (IQC) is conducted always for chemistry, and CD4 counts as stated by more than 90% of the respondents (records seen) while IQC for haematological indices is done only occasionally due to stock out of control reagents. The equipments used for HIV/AIDS monitoring tests for CD4 count, haematology and chemistry were available and functional but more than 50% were in use for more than 5 years. Repairs and service maintenance are done on site through service contract signed by donor organizations.
In conclusion, the satisfaction level of the clients on laboratory services received was high,
which suggested acceptable quality of services offered. Form of visit to HF (follow-up visit), and
?waiting time? before clients are attended by service providers, were found to be the factors
associated with client satisfaction. Inadequate work force was identified as one of the major
factors affecting quality of laboratory services by 80% of service providers, inadequate training
of laboratory personnel (72%), lack of EQA and IQC on some tests (45%), interrupted power
supply that led to frequent equipment breakdown (86%) and infrastructural inadequacy (space) to
accommodate all the equipment, staff, as well as the patients (64%). The clients identified
stigma, location of the laboratory distant from the ART clinic and lack of awareness on the importance of the laboratory tests in the management of the patient as barriers to accessing
laboratory services.
Key words: Quality, laboratory, Kano, Nigeria.
