Consumer Satisfaction to Laboratory Test Interpretation by the ASCLS Response Team

Stacy L Baker; Kathy V Waller

doi:10.29074/ascls.21.3.162

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Stacy L Baker, MS CLS(NCA)⇑
1. is program coordinator, Clinical Skills Center, College of Medicine, The Ohio State University, Columbus OH
Kathy V Waller, PhD CLS(NCA)
1. is associate professor, Division of Medical Technology, The Ohio State University, Columbus OH

Address for correspondence: Stacy L Baker MS CLS(NCA), program coordinator, Clinical Skills Center, College of Medicine, The Ohio State University, 005 Prior Health Sciences Library, 376 West 10^th Avenue, Columbus OH 43210. (614) 688-7988, (614) 247-8192 (fax). baker.866{at}osu.edu.

Abstract

OBJECTIVE: To assess consumer satisfaction to responses to laboratory test interpretations as provided by the American Society for Clinical Laboratory Science (ASCLS) Consumer Response Team. Additional information studied included demographics, whether a response to the question was received, and the respective discipline related to the question.

DESIGN: A computerized questionnaire was sent to 339 participants who had sent questions concerning laboratory test results to the ASCLS consumer website (www.ascls.org) in May 2007. A total of 99 completed questionnaires (29.3%) provided usable data for analysis.

SETTING: Participants answered the questionnaire via electronic mail and results were summarized in Zoomerang.

PARTICIPANTS: Participants were national and international consumers who had sent a question regarding their laboratory results to the ASCLS website. Individuals were 18 years of age or older. Participation was voluntary and anonymous.

MAIN OUTCOME MEASURES: Consumer satisfaction, measured by eleven satisfaction statements, with laboratory interpretations by the ASCLS Response Team averaged 4.0 on the five-point Likert scale: 1 = Strongly disagree to 5 = Strongly agree. Overall satisfaction of the website itself was 4.2 on the five-point Likert scale 1 = Poor to 5 = Excellent.

RESULTS: The majority of respondents were female (71.1%) and ranged in age from 36-64 years (71.7%). Seventy-six percent of respondents reported they had received an answer to their laboratory test question. The most frequent disciplines for questions received were in chemistry, immunology, and hematology, respectively.

CONCLUSIONS: This study indicates consumers of the ASCLS website were very satisfied with the clinical laboratory scientist volunteers' responses. The ASCLS Consumer Response Team model is contributing to the advancement of healthcare by providing this important service to the public.

ABBREVIATIONS: ASCLS = American Society for Clinical Laboratory Science.