ETHIOPIAN POLICE UNIVERSITY

POLICE HEALTH SCIENCE COLLEGE

ASSESMENT OF PATIENT SATISFACTION WITH CLINICAL

LABORATORY SERVICES AND ASSOCIATED FACTORS AMONG
ADULT PATIENTS ATTENDING OUTPATIENT DEPARTMENTS AT
FEDERAL POLICE HOSPITAL, ADDIS ABABA, ETHIOPIA

By: Tekilu Israel (BSc, MSc)

OCTOBER, 2022

ADDIS ABABA, ETHIOPIA

 ETHIOPIAN POLICE UNIVERSITY

POLICE HEALTH SCIENCE COLLEGE

ASSESMENT OF PATIENT SATISFACTION WITH CLINICAL

LABORATORY SERVICES AND ASSOCIATED FACTORS AMONG
ADULT PATIENTS ATTENDING OUTPATIENT DEPARTMENTS AT
FEDERAL POLICE HOSPITAL, ADDIS ABABA, ETHIOPIA

Principal Investigator: Tekilu Israel (BSc, MSc)

Address: + 25 1-913317958, teklu59@gmail.com

i
Acknowledgment
My gratitude goes to God Almighty, the essence of my existence, all I have ever been and will
ever be in life, I owe it all to you.
I wish to express my sincere gratitude and appreciation to Ethiopian Police University for
providing opportunity and I would also like to extend my heartfelt gratitude to reasearch
committe for unreserved assistance in the development of the study proposal. My best regards
extends to Ethiopian Police University health science collage and all staffs for their cooperation
to accomplish this proposal.
Last but not least I would like my heartfelt thanks go to all my friends who have partly made
their contribution in the development of the proposal.

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Table of content
Acknowledgment.....................................................................................................................................ii
Table of content..........................................................................................................................................iii
List of Tables and Figures Page....................................................................................................................v
List of Tables................................................................................................................................................v
List of Figures..............................................................................................................................................vi
List of Abbreviations..................................................................................................................................vii
Executive Summary...................................................................................................................................viii
Introduction.................................................................................................................................................1
1.1 Background........................................................................................................................................1
1.2. Statement of the problem................................................................................................................3
1.3. Objectives of the Study.....................................................................................................................5
1.3.1. General Objective:.....................................................................................................................5
1.3.2. Specific Objectives:....................................................................................................................5
1.4. Research Questions:.........................................................................................................................6
1.5. Significance of the Study...................................................................................................................7
1.6. Scope of the Study............................................................................................................................8
1.7. Operational Definition......................................................................................................................9
2. Review of Related Literatures................................................................................................................10
2.1. Patient satisfaction towards Clinical Laboratory Services...............................................................10
2.2. Factors Affecting Patient Satisfaction.............................................................................................12
2.3. Conceptual frame work..................................................................................................................13
3. Materials and Methods.........................................................................................................................14
3.1. Study area.......................................................................................................................................14
3.3. Research approach.........................................................................................................................15
3.4. Population......................................................................................................................................15
3.4.1. Source population....................................................................................................................15
3.4.2. Study population......................................................................................................................15
3.5. Inclusion and Exclusion criteria.......................................................................................................16
3.5.1. Inclusion criteria......................................................................................................................16

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 3.5.2. Exclusion criteria......................................................................................................................16
3.6. Study variables................................................................................................................................16
3.6.1 Dependent variables.................................................................................................................16
3.7. Measurement and data collection..................................................................................................16
3.7.2. Sampling method.....................................................................................................................17
3.7.3. Data collection procedure.......................................................................................................19
3.8. Data Quality assurance...................................................................................................................19
3.9. Data analysis and interpretation.....................................................................................................19
3.9. Ethical Consideration......................................................................................................................20
4. Work plan..............................................................................................................................................21
5. BUDGET.................................................................................................................................................22
Reference..................................................................................................................................................23
7. Annex....................................................................................................................................................27
Annex II informed consent form............................................................................................................30
Annex III Questionnaire.........................................................................................................................31

iv
List of Tables and Figures Page
List of Tables
Table1: Work plan of patient satisfaction towards clinical laboratory service and associated
factors among adult patients attending outpatient departments at Federal Police hospital, Addis
Ababa, Ethiopia………..20

Table2: The estimated total budget of the patient satisfaction towards clinical laboratory service
and associated factors among adult patients attending outpatient departments at Federal Police
hospital, Addis Ababa, Ethiopia………………………21

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List of Figures
Figure 1: Conceptual frame work showing factors associated with patient satisfaction on clinical
laboratory services among adult patients attending outpatient departments at Federal Police
Hospital, Addis Ababa, Ethiopia………………………13

Figure 2: Schematic presentation of sampling technique for assessment of patient satisfaction

towards clinical laboratory services among adult patients attending outpatient departments at
Federal Police Hospital, Addis Ababa, Ethiopia …………………..…17

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List of Abbreviations
AIDS- Acquired Immune Deficiency Syndrome

AOR - Adjusted Odds Ratio

ART- Antiretroviral Therapy

CI- Confidence Interval

COR- Crude Odds ratio

DRERC- Departmental Research and Ethics Review Committee

ETB- Ethiopian Birr

HIV- Human Immunodeficiency Virus

ISO- International Organization for Standardization

MOH- Ministry of Health

NGO- Non-Governmental Organization

OR- Odds Ratio

OPD- Out Patient Department

SD- Standard Deviation

SPSS- Statistical Packages for Social Sciences

TAT- Turnaround Time

WHO- World Health Organization

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Executive Summary
Background: Medical laboratory service is a critical component of the quality health care
system and provides essential data for diagnosing diseases, guiding treatment, determining drug
resistance, disease prevention and control, identifying diseases of public health significance
through surveillance and public health policy development. Satisfaction is the degree to which
the customers feel their needs fulfilled by the service provider. Customer satisfaction as an
essential determinant of success and long-term survival of the healthcare industry has caught the
providers' attention in the present competitive conditions.

Objective: To asses patient’s satisfaction with clinical laboratory services and determines
associated factors among adult patients attending outpatient departments at Federal Police
Hospital, Addis Ababa, Ethiopia.

Methods: Institution based cross-sectional study will be conducted among patients who gets
clinical laboratory services at Federal Police Hospital, Addis Ababa, Ethiopia. A systematic
random sampling technique will be employed among 404 study participants and a structured
interviewer administered questionnaire will be used to collect data face to face interviews with
patients. Performing the satisfaction survey using a questionnaire data will be entered into Epi
data version 7.2, exported into SPSS version 23 for analysis, and the result will be presented in
tables and graphs. Multivariable logistic regressions will be computed to identify factors
associated with patient satisfaction.

Work plan and budget: study will be conducted during a period of October, 2022 to December,
2022. The total required budget for this research is 177,491.60 ETB.

Key words: Patient satisfaction; Laboratory services.

viii
 Chapter One:

Introduction

1.1 Background

Medical laboratory service is an essential element of the high-quality health care system and
provides important data for diagnosing diseases, guiding treatment, determining drug resistance,
disease prevention and control, identifying diseases of public health significance through
surveillance and public health policy development. An integrated, tiered, functional and
sustainable laboratory service is necessary to address these health system needs (Hailu et al,
2020), satisfaction is the degree to which the clients feel their needs fulfilled by the service
provider (WHO, 2015) (Manzoor F, et al, 2019).

Consumer satisfaction as an important determinant of success and long-term survival of the

healthcare industry has caught the providers' attention in the present competitive conditions

(Laohasirichaikul B, et al, 2010), (Nkengasong N, 2009), (Mohd A, Chakravarty A, 2014).

The World Health Organization (WHO) indicates that evaluations of client satisfaction might
address various aspects of the provided services: reliability and consistency of the services, the
responsiveness of services, and the willingness of providers to meet client's expectations and
needs. Thus, the efficiency of services given at laboratories could be measured from a different
perspective ( Workbook 6, 2000).

In most cases, the mismatch between patient expectations and the services they received leads to
dissatisfaction. Patient satisfaction towards medical laboratory service is influenced by the
quality of service and professionalism of the staff, provision of adequate information to collect
specimen and when & how to receive laboratory results, waiting time to receive laboratory
results, availability of ordered laboratory tests, cleanness of the laboratory room, location of
laboratory room, availability and accessibility of latrine (Abera RG, et al, 2017), (Bekele MTS,

1
2016), (Georgieva E, et al, 2014), ( Mindaye T, Taye B, 2012), (Teklemariam Z, et al, 2013),
(Thomas J, 2015).

The problems are aggravated mainly due to the lack of adequately designed laboratory rooms,
shortage of short term and long term training for laboratory staff, lack of water and electricity,
shortage of equipment and supplies, the absence of adequate maintenance and spare parts and
lack of follow-up and supervision (Hailu E, et al, 2004). Monitoring laboratory customers'
satisfaction is an essential and useful tool required for laboratory quality improvement as well as
to get accreditation (Pathologists, 2011).

Customer satisfaction with medical laboratory services is the most important quality indicators in
laboratory medicine that respects the service provider's ability to successfully meet the
customers' expectations and needs (Guy G, et al, 2010). Evaluating to what extent patients are
satisfied with health services is clinically relevant, as satisfied patients are more likely to comply
with treatment (Marquis MS, et al, 1983), take an active role in their own care (Donabedian A,
1988), continue using medical care services and implement recommendation of health care
providers and maintain with a specific system (Marquis MS, et al, 1983).

On the other hand, clients who are not satisfied with a service may have worse outcomes than
others because they miss more appointments, live against the advice or fail to follow through on
treatment plans (Pathologists, 2005).

Studies conducted in developing countries including Ethiopia by the World Bank showed that
the level of client satisfaction is low (De Geyndt W, 1995).

Comprehensive quality laboratory services are challenging processes that need multiple sources
of support from patients, clinical service providers, managers, laboratory professionals, and other
stakeholders. Especially, the needs and preference of clients in the clinical laboratory must be
addressed in the design and implementation of laboratory quality system. Laboratory clients’ are
the best source of information on both the quality and quantity of health care services provided
and their views are determining factors in planning and evaluating satisfaction (Bahrampour, A.,
and F. Zolala, 2005). A number of factors have been shown to influence patients' satisfaction
with health care services including patients' socio-demographic characters, physical health status,

2
patients' personal understanding and expectations from various health care services (Tsasis P, et
al, 2002).

The general physical appearance of the hospital, as well as the general environment of the
premises, also influences the overall satisfaction of the client (Muhondwa E, et al, 2008).

1.2. Statement of the problem

Medical laboratories play an essential role in determining clinical decisions and providing
clinicians with information that assists in the prevention, diagnosis, treatment, and management
of diseases. Presently, the laboratory infrastructure and test quality for all types of clinical
laboratories remain in nascent stages. It is also an urgent need to strengthen laboratory systems
and services (Schroeder LF, Amukele T, 2014).

Improving patient satisfaction has become a major goal in all healthcare settings (Hailu et al,
2020). In health care the value of patients’ experiences revolves around some critical
deliverables, including showing compassion, providing a safe environment, building trust,
engaging the patient in the treatment process and respecting the patient’s time. A number of
factors have been shown to influence patients' satisfaction with health care services including
long waiting time, more than one needle stick attempt, bruise resulting from phlebotomy,
discomfort during phlebotomy procedures and being treated disrespectfully by health
professionals (Shahangian S, Snyder SR , 2009). In addition, failure to locate different sections
in the hospital, refusal of laboratory staff to perform requests in the afternoon, shortage of
waiting facilities and difficulty to obtain prescribed medications from the hospitals’ pharmacies,
were reported as factors influencing patients’ satisfaction (Olijera L, Gebresilasses S, 2001).

Patients were highly dissatisfied with hospital services including clinical laboratory services, and
dissatisfaction of patient compromised utilization of health services. This is because
dissatisfaction may lead to distrust towards the system. In addition, dissatisfaction with hospital
services will cause patients to miss more appointments, live against advice or fail to follow
through on treatment plans (Nkengasong N, 2009). Thus motivation to stay within clinical care
may be influenced by perceived satisfaction with the care received. For this reason poor
laboratory services may have a serious implication for patients. Clinical laboratories are expected

3
to assess their patients’ satisfaction level with the laboratory services and are required by
laboratory quality standards to improve the service. However, there was no information or
current data at the Federal Police Hospital regarding clinical laboratory service patients’
satisfaction level and associated factors among adult patients. Therefore, this study aimed to
assess patients’ satisfaction level towards clinical laboratory services and associated factors
among adult patients attending outpatient departments. In addition, different studies in Ethiopia
have revealed different level of patients’ satisfaction. Therefore, the present study will provide
clear information on both the associated factors and the current status of patients’ satisfaction
level towards clinical laboratory services among adult patients attending outpatient departments
at Federal Police Hospital, Addis Ababa, Ethiopia.

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1.3. Objectives of the Study
1.3.1. General Objective:
To asses patient’s satisfactions with clinical laboratory services and determine associated factors
among adult patients attending outpatient departments at Federal Police Hospital, Addis Ababa,
Ethiopia.

1.3.2. Specific Objectives:

1. To asses patients satisfaction level towards clinical laboratory services among adult patients
attending outpatient departments at Federal Police Hospital, Addis Ababa, Ethiopia.

2. To identify associated factors influencing patient satisfaction towards clinical laboratory

services among adult patients attending outpatient departments at Federal Police Hospital, Addis
Ababa, Ethiopia.

1.4. Research Questions:

1. What is the overall patient’s satisfaction with clinical laboratory services among adult patients
attending outpatient departments at Federal Police Hospital, Addis Ababa, Ethiopia?

2. What are the associated factors influencing patient’s satisfaction with clinical laboratory
services among adult patients attending outpatient departments at Federal Police Hospital, Addis
Ababa, Ethiopia?

1.5. Significance of the Study

Satisfaction is one of the outcome measures for quality improvement of laboratory services and
is required by most clinical laboratories as a useful quality improvement tool. Nowadays,
assessing customer satisfaction with laboratory services is considered as an important component
of a laboratory quality assurance program and is one of the requirements for accreditation by the
WHO-AFRO accreditation program and the Ethiopian National Accreditation Office; the Office
uses ISO 15189: 2012 Standards.

This study will provide information on patient satisfaction towards clinical laboratory services
and determine associated factors among adult patients attending outpatient departments at
Federal Police Hospital, Addis Ababa, Ethiopia. Moreover, this study will try to generate
information on the patient satisfaction level and identify factors affecting patient satisfaction.

5
There are different studies in the country which focuses on patient satisfaction on general health
care services and laboratories services but there are no published studies in the study area which
focuses on patient satisfaction and associated factors among outpatient departments. The finding
of this study, therefore, will help to identify how much patients are satisfied with the quality of
laboratory service as well as factors affecting satisfaction for appropriate action at Federal Police
Hospital, Addis Ababa, Ethiopia. Hospital mangers, Laboratory managers and other policy
makers could also benefit from this study as the findings will contribute to identify patient
satisfaction level and associated factors for focused intervention. This will benefit patients and
other clients by improving service to their level of satisfaction.
Any laboratory should have a written policy focusing on customer's satisfaction, and should
periodically measure and evaluate their customer's satisfaction (WHO, 2015). It also facilitates
the identification of problem areas and generates ideas for resolving these problems. In clinical
laboratory monitoring, patients satisfaction is an important and useful tools required for quality
improvement as well as to maintain their accreditation.

1.6. Scope of the Study

The scope of the study will be all Ethiopian Federal and regional police members and their
families who come from eleven regional state and two city administration police staffs. The
hospital serves as a referral hospital for primary hospitals, health centers and medium clinics. All
Police Retirees, Police Families, Prison Administration Polices, prisoners and suspects and other
civil society visiting the hospital for health services. The study will be conducted during a period
of October, 2022 to December, 2022, to asses patient’s satisfactions with clinical laboratory
services and determine associated factors among adult patients attending outpatient departments
at Federal Police Hospital, Addis Ababa, Ethiopia.

1.7. Operational Definition

Accreditation: Procedure by which an authoritative body gives formal recognition that an
organization is competent to care out specific tasks.

Confidentiality: Pertains to the disclosure of personal (patient’s) information in a relationship of

trust and with the expectation that it will not be divulged to others in ways that are inconsistent
with the original disclosure.

6
Patient satisfaction: patient’s attitude of the service delivery based on their experience and
expectations is above to the expected.

Satisfied: The questions related to satisfaction were asked to assess the satisfaction of the
patients that means above mean indicate satisfied.

Dissatisfied: The questions related to satisfaction were asked to assess the satisfaction of the
patients that means below mean indicate dissatisfied.

Provider - Patient interaction: personal dimensions for service, principally the received
emotional (affection) contents of exchanges between providers and patients. These may include
treating patients with dignity or respect and greeting.

Quality Laboratory Service: a service which provided accurate, reliable, and timely services
leading to satisfaction of patients.

Turnaround Time: a time from receipt of specimen in laboratory until result reported.

Outcome: patient’s or care giver level of satisfaction

Communication: any interaction between services provider and patient

Perception: The evaluation of patient regarding to the specific services relative to his/her
expectation.

7
 Chapter Two:
2. Review of Related Literatures:

2.1. Patient satisfaction towards Clinical Laboratory Services:

Patient satisfaction may be a major component of a quality management system, and a

significant focus within the ISO standards (WHO, 2015). Hospital laboratories are basic
component and one of the most important departments at any healthcare services where medical
tests and investigations done in order to generate reliable and accurate information with respect
to patient's health. Patients who are coming to laboratory services and their perception of the
provided services are considered a critical measure of quality assurance (Katy Y, et al, 2010).

A cross-sectional study in 2012 was conducted on patients’ satisfaction towards tertiary care
hospital services on OPD - basis in India showed that maximum number of patients (88% among
256 patients) were satisfied with laboratory services in specific with friendliness and support of
laboratory staff, but around 15% of patients were unsatisfied with turnaround time (TAT) of
laboratory comes about. This study also showed that about 51% and 56% of patients among 450
respondents were satisfied with adequacy of sitting arrangement and cleanliness of waiting area,
respectively (Bilkish NP, et al, 2012).

A comparable study in 2011 was conducted at Narayana on 150 patients with different
educational backgrounds have been selected and studied with reference to different factors that
influence the satisfaction of patients with laboratory services. Among the factors 76%, 71%,
70%, 65 % and 64% of patients were satisfied with timely issue of reports, behavior of the staff,
process of issue of reports, co-operation from the staff and clarification of questions, respectively
(Mohan DR, Kumar KS, 2011 ).

The result of assessment of patient satisfaction with services provided in a tertiary care hospital
situated in rural Haryana, India, in 2012 showed that microbiological and pathological laboratory
services were somewhat satisfactory as only 5.77% were not satisfied with service level. But
most of the patients were unsatisfied with biochemistry laboratory services as facilities for
advanced biochemical investigations (example PCR) were not 7 available in the department.

8
46% were referred to other private facilities for investigations. 29.11% reported problem with
timely delivery of investigation reports (Qadri SS, et al, 2012).

On evaluating the dissatisfaction in the above study regarding missing of reports, only 4.44% had
reported the problem from laboratory department. Generally dissatisfaction level in relation to
record keeping was reported to a level of 5.5%. Level of satisfaction was essentially related with
background, level of education and socioeconomic status of the participants. Level of satisfaction
was significantly higher in respondents who were uneducated, from low socioeconomic status
and rural background (Qadri SS, et al, 2012).

Cross-sectional study conducted in 2012 in G.B. Pant Hospital, New Delhi, India, showed that
patients do not have problems getting tests done, but the laboratory's badly designed area caused
dissatisfaction. Patients don't have problems communicating with staff, but medical terms are not
understood by patients. Hospital cleanliness needs improving, particularly toilets, which causes
the most patient dissatisfaction. Hospital staff were regarded highly competent and judged to
give excellent technical help to patients (Bhargava A, et al, 2012).

Study conducted in 2007 at Medical University of South Carolina student clinic, United States,
showed that the overall satisfaction with the clinic was reported in 98% of patients studied (of 52
respondents). Wait time and hours of operation were given the lowest rating (cruel rating of
2.96±1.21 and 3.02±1.29, respectively). Neighborliness of staff (4.33±0.95) was rated highly.
Patients were satisfied with drugs supplied, as well as laboratory services (mean rating of
4.12±1.14 and 4.41±1.00, respectively) (Ellett JD, et al, 2010).

Hospital based study at Lebanese patients revealed that the majority of patients (76.34%) were
dissatisfied with the quality of services delivered within the six hospitals they studied. Results
did not show significant associations between patient satisfaction, the hospital’s geographic
location, and any of the patient’s socio-demographic characteristics. Although not statistically
significant, the study results supported the slant identified within the literature, namely that
educational level and monthly wage are contrarily corresponding to patient satisfaction, whereas
age is directly proportional to patient satisfaction (Wissam A, et al, 2014).

Patients Satisfaction survey conducted on Clinical Laboratory Services in Nekemte referral

Hospital, Oromia region, Ethiopia shows among the 422 patients, 255 (60.4%) were satisfied, 75

9
(17.8%) were neutral and 92(21.8%) were dissatisfied with the laboratory services. In Likert
Scale, the overall mean rate of satisfaction of patients with laboratory services in Nekemte
Referral Hospital was 3.65 out of the 5 points. The lowest mean rating of satisfaction were given
for cleanness of latrine and location of the laboratory in the hospital with mean rating of 2.15 and
2.17, respectively (Getachew R, et al, 2017).

A study which included 210 patients at Tikur Anbesa Specialized Hospital, Addis Ababa,
Ethiopia on patient satisfaction with clinical laboratory services resulted 59.7% of patients
satisfied on the hospital clinical laboratory services (Fellow G, Philip R, David C, El Hadj B,
Fatim C, Jean-Bosco N, et al, 2010). Whereas another cross-sectional hospital based study on
perceived patient satisfaction with in-patient services at Jimma College Specialized Hospital,
Southwest Ethiopia revealed that the satisfaction level was 61.9% (Paula o, Timo T, Kouri and
Pakarinen A, 2006).

2.2. Factors Affecting Patient Satisfaction

A Hospital based study at Finland in clinical laboratory administrations found out that factors
influencing customer satisfaction at hospital laboratories were missing test results, laboratory
information system, turnaround times, and instructions from the laboratory. The highest
dissatisfaction rates were recorded for computerized test requesting and reporting, turnaround
times of tests, and the schedule of phlebotomy rounds were also among the factors dissatisfied
laboratory clients ( Paula o, Timo T, Kouri and Pakarinen A, 2006).

A number of factors have been shown to influence clients' satisfaction with health care services
including clients' socio-demographic characters, physical health status, clients' personal
understanding and expectations from various health care services. The general physical
appearance of the hospital as well as the general environment of the premises also influences the
overall satisfaction of the client (Sack C, Lutkes P , Gunther W , Erbel R , Jockel K-H, Holtmann
G J, 2010).

A Tanzanian study at public and private laboratories on patient satisfaction showed, the
percentage of dissatisfaction with both public and private laboratory services, ranged from 4.3%
to 34.8%, with most of variables being more than 15%. Patients who sought private laboratory
services were less dissatisfied with the cleanness (3/72, 4.2%) and the privacy (10/72, 13.9%)

10
than those sought public laboratory service for the same services of cleanness (41/222, 18.5%)
and privacy (61/222, 27.5%), and proportional differences were statistically significant (X2 =
8.7, p = 0.003 and X2 = 5.5, p = 0.01, respectively). Patients with higher education were more
likely to be dissatisfied with privacy (OR= 1.8, 95% CI: 1.1–3.1) and waiting time (OR = 2.5,
95% CI: 1.5 – 4.2) in both private and public facilities. Patients with secondary education were
more likely to be dissatisfied with the waiting time (OR = 5.2; 95%CI: 2.2–12.2) and result
notification (OR = 5.1 95%CI 2.2–12.2) than those with lower education (Mfinanga et al, 2008).

A study on HIV/AIDS patients’ satisfaction on ART laboratory service in Southern Ethiopia

shows the rate of satisfaction of patients was statistically different among the study hospitals
(pvalue = 0.00). The Likert scale results of patient satisfaction of the laboratory services revealed
that the mean rating values ranged from 3.07 (±0.96) to 4.25 (±0.56) out of a possible 5. While
the patients were satisfied with the quality of laboratory in general and cleanliness and
attractiveness of the laboratory room, they were dissatisfied with the location and cleanliness of
10 the latrines used for specimen collection and information provided to patients during
specimen collection (Teklemariam Z, Mekonnen A, Kedir H, Kabew G, 2013).

11
2.3. Conceptual frame work
Patient related

- Age
Facility related
- Sex
- Human resource
- Residence place
- Infrastructure

- Availability of requested lab test

- Education

- Waiting area - Marital status

- Cleanness of latrine

- Location of latrine

- Availability of enough equipment

- Availability of backup equipment

Patient Satisfaction

Service provider related

- TAT (turnaround time)

- Quality of service

- Communication Skill

- Courtesy & respect

- Work load

- Confidentiality

Figure 1= Conceptual frame work showing factors associated with patient satisfaction on clinical
laboratory services among adult patients attending outpatient departments at Federal Police hospital
in Addis Ababa, Ethiopia.

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 Chapter Three:
3. Materials and Methods

3.1. Study area

The study will be conducted in Addis Ababa which is the capital city of Ethiopia. 45
hospitals have been found in Addis Ababa, of which 28 are privates, 10 are publics, 4 are
nongovernmental organizations and 3 are uniformed services (Geletta T, Eyasu E, Mikias D,
Shibabew A & Keneni E, 2014).This study will be conducted in Federal Police Hospital among the
uniformed service hospitals in Ethiopia. Federal Police Hospital found in Lideta sub city at south
west of Addis Ababa, and it serve as a referral hospital for all other regional police health
facilities and Federal Police health center and medium clinch’s in the country and give services
to police staffs and their families. The average number of patients per month who received
laboratory services in the year 2014 was above 10,060.
3.2. Study design and study period
An institutional based, cross- sectional study design will be employed to assess the level of
patients’ satisfaction towards clinical laboratory services and determine associated factors among
adult patients attending outpatient departments at Federal Police Hospital, Addis Ababa,
Ethiopia.
The study will be conducted from October, 2022 to December, 2022. Data will be collected
using structured questionnaire through face to face interview.

3.3. Research approach

The study will employed quantitative research approach to identify the patients’ satisfaction
towards clinical laboratory service and determine associated factors among adult patients
attending outpatient departments at Federal Police hospital, Addis Ababa, Ethiopia.

3.4. Population
3.4.1. Source population
All adult patients aged ≥18 years who will visit laboratory service from October 2022 to
December 2022 at Federal Police Hospital, Addis Ababa, Ethiopia will be considered as source
population.

13
3.4.2. Study population
All adult patients aged ≥18 years receive laboratory services from outpatient departments at
Federal Police Hospital during the study period and who fulfill the inclusion criteria of the study
will be taken as a study population.
3.4.3. Study unit
Patients who will be selected from the study population with sampling procedure (Systematic
Random Sampling) during the study period will be a study unit for this study.

3.5. Inclusion and Exclusion criteria

3.5.1. Inclusion criteria
 Outpatients who are comfortable to answer the study questions during the data collection
period.
 Outpatients who are voluntary to participate in the study.
 Outpatients who are ≥18 years old during the data collection period.

3.5.2. Exclusion criteria

 Patients who possibly have mental problems
 Patients who are critically ill and needed emergency care.
 Patients who are < 18 years old

3.6. Study variables

3.6.1 Dependent variables
Patients’ satisfaction will be dependent variable of this study.
3.6.2 Independent Variables
In this study, socio-demographic characteristics (age, gender, marital status, level of education,
occupation, rank, residence and others), convenience of service hours, waiting time to get
services (turnaround time), availability of requested lab tests, type of visit and Health care
provider behaviors; Respect, politeness, friendliness, support, attitude, confidentiality, patient
centeredness, availability of service providers at their job, missing results, location of laboratory,
hospitality of laboratory professionals to patient, cleanness of latrine, needle stick attempted, and
availability of equipment will the independent variables.

3.7. Measurement and data collection

3.7.1 Sample size determination

14
 The sample size of the study will be calculated using the following single population
proportion formula assuming at 95 % confidence interval, 5% of marginal error and 60.4%
proportion of patients satisfied with laboratory service taken from a previous study made on a
patient’s laboratory perception at Nekemte referral Hospital, Oromia region, Ethiopia
(Getachew R, et al, 2017).

Where Z = is the standard normal value at 95% confidence interval =1.96

d = Marginal error = 5%

n = Sample size

P=population proportion

Therefore, based on using the above single population proportion formula, the sample size will be;
2 2
(zα /2) × p(1− p) (1.96) × 0.604(1−0.604) = 367
n= 2
n=
d 0.052
By adding non response rate = 10%. The final sample size is 404.

3.7.2. Sampling method

The primary data will be obtained from selected respondents from outpatient departments of
Federal Police Hospital by face-to-face interview using a structured questionnaire. Sample size
will be allocated proportionally for each department according to patient load. A systematic
random sampling technique will be employed to select the 404 study participants from the source
population. After listing the patients from different wards every k th value will be selected for the
interview and simple random sampling technique employed to select the first study participant.
K value is calculated as follows:-

K value = N/n

N = No. of patients, n = sample size =

Federal police hospital OPDs

15
 Internal Gynecology /
Surgery
medicine obstetrics

Systematic random sampling technique with proportional allocation will used to select
the study participants

178 126 100

Final sample size

=404

Figure 2: Schematic presentation of sampling technique for assessment of patient satisfaction

towards clinical laboratory services and determining associated factors among adult patients
attending outpatient departments at Federal Police hospital laboratory, Addis Ababa, Ethiopia.

3.7.3. Data collection procedure

Data will be collected by using structured, pre-tested and interviewer-administered questionnaire
initially prepared in English and then translated to local language - Amharic and then back

16
translated to English to check its consistency. The Amharic versions of the questionnaire will be
used for data collection. Data will be collected by 10 trained nurses and 2 health officers. Besides
their socio-demographic characteristics, study participants will be asked to rate each aspect of the
laboratory service on a five-point Likert scales (very dissatisfied, dissatisfied, Neutral, Satisfied,
and very satisfied). The questionnaire include variables related to socio-demographic
characteristics of the patients and different dimensions of laboratory services such as waiting
time (turnaround time), availability of requested laboratory tests, convenience of service hours,
the availability of laboratory staff on working hours, location and cleanness of health institution
(latrine and waiting areas) and others.

3.8. Data Quality assurance

Data collectors and supervisors will be trained on how to select study participants and collect
data. After the training of the data collectors, the questionnaire will pre-tested to ensure the
acceptability, comprehensibility, and understandability of the questions by the interviewers. The
quality of data collection will be assured through reviewing the completed questionnaire daily by
close supervision of supervisors and principal investigator. The completeness of the
questionnaire at the end of the day will be rechecked by supervisors. This will also double
checked by the principal investigator.

3.9. Data analysis and interpretation

Data will be cleaned, coded and entered using Epi-Data software version 7.2 and analyzed SPSS
version 23. A 5 point Likert scale rating of very dissatisfied (1-point), dissatisfied (2-points),
neutral (3-points), satisfied (4- points) and very satisfied (5- points) will used. The mean Likert
scale score or weighted average will used to categorize the satisfaction level as satisfied when
the score is greater or equal to the mean score while the value below the mean score will taken as
dissatisfied. Binary logistic regression will employed. In the bivariable analysis, variables with
p-value < 0.25 will fit into the multivariable model. Finally, adjusted odds ratios with their 95%
confidence intervals will estimate to assess the strength of association, and variables with p-value
< 0.05 will be considered statistically significant factors.

17
3.9. Ethical Consideration

Ethical clearance of the study will be obtained from Ethiopian Police University before the
commencement of the study. Then, the research team will get a support letter from the
institutional and will provide it to Federal Police hospital to get an official permission to start the
study. Additionally, verbal consent will be obtained from each study participants (patient at the
hospital) by providing adequate briefing on the purpose of the study and confidentiality of the
information to minimize the non-response rate. Individual informed consent will be attached to
each questionnaire and the respondents will give his or her consent before filling out the
questionnaires. Participants/patient will be informed to have the right not to participate in the
study, if they are not interested.

18
4. Work plan
Table1: Work plan of patient satisfaction towards clinical laboratory service and associated
factors among adult patients attending outpatient departments at Federal Police Hospital, Addis
Ababa, Ethiopia.

Activities to be done Responsible Time allocation October 2022 To December 2022

body
October November December

2nd week

2nd week
4th week
1st week
Topic selection PI

Proposal development PI

Proposal defense PI

Submission of final proposal PI

Preparation for field work PI &D

Pre-test D

Data collection D

Data entry & cleaning D& PI

Data analysis and report writing PI

Conduct research defense PI

Submission of finial paper PI

Monitoring and evaluation

*PI=Principal Investigator D=data collectors

5. BUDGET

19
Table 1 The estimated total budget of the patient satisfaction towards clinical laboratory service and
associated factors among adult patients attending outpatient departments at Federal Police Hospital
Addis Ababa, Ethiopia

Item Measure Quantity Unit price Total price

Br. cents Br. Cents
Stationeries
Writing papers Packet 4 550 00 2200 00
Pens Packet 1 1000 00 1000 00
Flash Number 2 400 00 800 00
Pencil Number 10 10 00 100 00
Subtotal= 4100.00
Paper work
Secretarial Pages 120 40 00 4800 00
Photocopy Pages 3018 3 00 9054 00
Internet Hrs 100 30 00 3000 00
Data entry and analysis Each 2 10000 00 20000 00
Language editing Each 1 10000 00 10000 00
Subtotal=46856
Personal
No of Days Unit cost in Total cost
Per diem person birr/person/day Birr Cent

Principal investigator 1 30 500 15,000 00

Supervisors 2 30 500 30,000 00

Data collectors 10 30 400 120,000 00
0
Subtotal=165,000
Transportation

Travel cost to collect data No of Unit cost in birr per Total trip Total cost
person trip/person/day Birr Cent

13 60 30 23,400 00

Subtotal= 4100+46856+165,000+23400=239,356

20
Grand total =263,291.60

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24
7. Annex
Annex I Participant information sheet
Date of interview: _____________________ ________
Questionnaire number: __________ ___________
Name of Hospital: _______________________________
1. Study title:
Assessment of Patient satisfaction on clinical laboratory services and associated factors among
adult patients attending outpatient departments at Federal Police Hospital Laboratories, Addis
Ababa, Ethiopia.
2. Invitation paragraph:
You have been invited to take part in this research study. Before you decide whether to take part
it is important for you to understand why the research is being done and what it will involve.
Please take time to read the following information carefully. Ask question if there is anything
that is not clear or if you will like more information.
3. The purpose of the study
I am investigating the customer satisfaction on the quality of hospital laboratory service to
improve the services provided by the hospital laboratories and would be interested to find out
about your experience. I hope that this will help to understand more about quality of services
provided by the hospital laboratory.
4. Why you have been chosen?
You are invited to participate in this study as a customer of the hospital laboratory. We want to
understand the laboratory service quality by interviewing customers on service satisfaction. In
this study a total of 404 laboratory services customers will participate.
5. Do I have to take part?
No. It is up to you to decide whether or not to take part. If you do, you will be given this
information sheet to keep and be asked to sign consent form. You are free to withdraw at any
time, without giving a reason. A decision not to take part or to withdraw at any time, will not
affect the service that you are getting from the laboratory.

25
6. What will happen to me if I take part?
Your role in the study: If you agree to participate, I will ask you some questions about the visit
you have had and would be very grateful if you could spend some time answering these
questions. If you take part in the research you will be asked to give your consent for the
information you provide to be used for the study.
7. What are the possible benefits of taking part and incentives?
You will not be provided any incentive to take part in this research. However, your honest
answers to those questions will help us better understand quality of laboratory service in this
hospital for developing strategies and organizing future laboratory service.
8. What are the possible disadvantages and risks of taking this part?
There is no risk in participating in this research, but the interview will take about 30 minutes of
your personal time.
9. Will my taking part in the study is kept confidential?
The information that we collect from this research project will be kept confidential. Information
about you that will be collected from the study will be stored in a file, which will not have your
name on it, but a code number assigned to it. The data will be kept separately in a protected data
management file and it will not be revealed to anyone except the principal investigator. Your
personal information will not be disclosed even during the reporting of the findings. Reports will
be written and disclosed anonymously.
10. What will happen to the results of the study?
Data from this study will be analyzed and submitted to Ethiopian police University but your
identity will not be revealed. Data will also be published in scientific journals & also presented at
seminars at national meetings. No information containing your name will be disclosed.
11. Who is organizing and funding the project
The cost of this research project is covered by Ethiopian police University.
12. Who has reviewed the study?
This study will be given a favorable ethical opinion by the Ethiopian police university Research
Ethics committee.

13. How to give my consent

If you have interest to take part in this research, the PI or the delegated person will provide you
the consent form which you can sign if you agree to participate.

26
You will be given a copy of the information sheet and a signed consent form to keep
Thank you in advance for considering taking part in this study
Study coordinator and Principal investigator
Your names here__________________________________________________________
Mobile: ________________________________________________________________
EPU, Health Science Research and Ethical Committee
Tel: 0115549280
Identification Number
001 Town: _______________________ 004 Date of interview ____________________
002 Sub city: ____________________ __ 005 Interviewer name __________________
003 Code Number: ___________________ 006 Supervisors ___________________

27
Annex II informed consent form
Informed consent form (English Version)
Please read this form and sign it once the above named or their designated representative has
explained fully the aims and the procedures of the study to you.
 I voluntarily agree to take part in this study.
 I confirm that I have been given a full explanation by the above named and that I have read and
understood the information sheet given to me which is attached.
 I have given the opportunity to ask questions and discuss the study with the investigator or
their deputies on all aspects of the study and I have understood the advice and information given
as a result.
 I authorize the investigator to disclose the results of my participation in the study, but not my
name.
 I understand that I am free to withdraw from the study at any time
 I understand that information recorded during the study will be kept confidential.
Name:_______________________ Signature:_________________ Date: _______________

The participant is unable to sign. As a witness, I confirm that all the information about the study was
given and the participant consented to taking part.
Name:_______________________ Signature:_________________ Date: ___________________
I confirm that I have fully explained the purpose of the study and what is involved to:
………………………………………………………………………………………….
I have given the above named copy of this form together with the information sheet.
Signature: ………………………………. Name: ………………………………..
Contact Address:___________________________ & mobile_____________________

28
Annex III Questionnaire
English Questionnaire
Part I. Socio-Demographic Variables
No Questions Coding category Skip to
Age in years ___________
101 Age of respondents
102 Sex of respondents 1. Male 2. Female
1. No formal education 2. 1-8
103 Educational status
3. 9-12 4. College and above
1. Married 2. Single
What is Your current
104
marital status?
3. Divorced 4. Widowed
How much is your
105 estimated monthly __________________ ETB
income?
Addis Ababa = 1
106 Where do you live?
Outside Addis Ababa = 2

1. Orthodox 2.musilim
To which religion are you 3. Protestant 4.Catholic
107
belonging?
5. Other, specify __________

Oromo = 1 Amhara =2
What is your ethnicity
108 Tigray = 3 Wolyta =4
(Region)?
Sidama =5 Other specify………
Constable =1
Sergeant =2
109 Your position(Rank) Inspector =3
≥ commander =4
Others specify …………..

29
Part-II: Patients’ Satisfaction Towards Non-Laboratory Services (Before Laboratory
Services)

No Questions Very Very

Dissatisfied Neutral Satisfied
dissatisfied satisfied
How much are you satisfied
with the availability of
201 1 2 3 4 5
staffs on working hours in
information desk services?
How much are you satisfied
with friendliness and
202 1 2 3 4 5
helpfulness of personnel in
the information services?
How much are you satisfied
with the information
203 1 2 3 4 5
provided about the hospital
services and flow?
How much are you satisfied
204 with the sign found in the 1 2 3 4 5
hospital?
How satisfied are you with
the respect of the personnel
205 1 2 3 4 5
registered you in the
registration office?
How much are you satisfied
with the information
206 1 2 3 4 5
provided where you go after
being registered?
How much are you satisfied
207 with the doctor presenting 1 2 3 4 5
on time?
How satisfied are you with
the Registration staffs your
208 1 2 3 4 5
primary medical records
waiting?
How satisfied are you with
the register staffs waiting
209 1 2 3 4 5
you in the registration
office?
How do you rate the overall
satisfaction of the services
210 1 2 3 4 5
received before you get
laboratory services?

30
Part III. Patient Interview On Clinical Laboratory Services Satisfaction

No Questions Very Very

Dissatisfied Neutral Satisfied
dissatisfied satisfied
How satisfied are you
301 with the location of the 1 2 3 4 5
laboratory?
How much are you
satisfied with the time
302 1 2 3 4 5
spent waiting to get the
laboratory result?
How much are you
303 satisfied with the queue 1 2 3 4 5
process to get service?
How satisfied are you
with the courtesy and
304 respect of the 1 2 3 4 5
laboratory personnel
during your visit?
How satisfied are you
with measures taken to
assure privacy during
305 1 2 3 4 5
specimen collection
(e.g. during blood
drawing)
How satisfied are you
with time get the
306 specimen collection 1 2 3 4 5
services (e.g. Phlebotomy
initiation)?
How satisfied are you
with the availability of
307 1 2 3 4 5
requested testes in
the laboratory?
How satisfied are you
with the cleanness of
308 1 2 3 4 5
waiting area of the
laboratory?
How satisfied are you
with the adequacy of
309 1 2 3 4 5
sitting arrangement in
waiting area?
310 How much are you 1 2 3 4 5
satisfied with the

31
 Cleanliness of the
blood drawing area?
How satisfied are you
with the completeness
of Information given
311 before & during 1 2 3 4 5
specimen collection
outside the laboratory
room?
How satisfied are you
with the measures
312 taken to assure 1 2 3 4 5
confidentially about
your test result?
How satisfied are you
with the
313 Communication of 1 2 3 4 5
laboratory service
provider?
How satisfied are you
with the accessibility of
314 sample Collector 1 2 3 4 5
place from laboratory
reception?
How are you satisfied
with the ability of
315 1 2 3 4 5
sample collector or test
performer at their job?
How satisfied are you
with the service fee
316 1 2 3 4 5
(cost) in this hospital
laboratory?
How satisfied are you
317 with the Location of 1 2 3 4 5
Latrine?
How satisfied are you
318 with the Cleanness of 1 2 3 4 5
Latrine?

32
Participant Information sheet Amharic version የመረጃ ቅጽ

1.የጥናቱ መጠሪያ

በላቦራቶሪ አገልግሎት ዙሪያ የታካሚዎችን እርካታ መዳሰሰ

2.በጥናቱእንድሳተፋስለመጋበዝ

በዚህ ጥናት ላይ እንዲሳተፋ እንጋብዘዎታለን ነገር ግን በጥናቱ ከመሳተፍዎ በፊት የጥናቱ አላማና

አስፈላጊነትን በቅድሚያ መረዳት ያስፈልገዎታል፡፡ እባክዎ ጊዜ ወስደው የሚከተለውን መረጃ ያንብቡ፡፡

ማንኛዉም ጥያቄ ወይም ግልፅ ያልሆነ ነገር ካለመጠየቅ ይችላሉ፡፡

3.የጥናቱ ዓላማ

እኔ አሁን የማጠናዉ የደንበኞችን እርካታ በሆስፒታል ላቦራቶሪዎች ላይ ሲሆን አላማውም በሆስፒታሉ

የሚሰጠውን አገልግሎት ለማሻሻል የሚረዳ ይሆናል፡፡ የዚህም ጥናት ዉጤት ስለሆስፒታል ላቦራቶሪ ጥራትና

የደንበኞችን እርካታ የተሻለ እውቀት እንዲገኝ በሚደለገዉ ጥረት ጉልህ ድርሻ ይኖረዋል፡፡

4.እርሶ ለምን በዚህ ጥናት እንዲሳተፋ ተመረጡ?

እርሶ በዚህ ጥናት ላይ እንዲሳተፋ የተመረጡበት ምክንያት የሆስፒታሉ ላቦራቶሪ ተጠቃሚ በመሆንዎና

በጥናቱ ሊካተቱ የሚችሉት የላቦራቶሪ አገልግሎት ተጠቃሚ ብቻ በመሆናቸው ነው፡፡ በዚህ ጥናት 404

የሚሆን የላቦራቶሪ አገልግሎት ተጠቃሚ ይሳተፋሉ፡፡

5.በዚህ ጥናት ላይ ለመሳተፍ የግድ ያስፈልጋል?

በጥናቱ ላይ ለመሳተፍ የግድ አያስፈልግም፤ በፍላጎት ላይ ብቻ የተመሠረተ ነው፡፡ በጥናቱ ላይ ለመሳተፍ

ከወሰኑ ይህ መረጃና መስማማትዎን የሚገልጽ ቅጽ ይሰጠዎታል፡፡ መረጃውን ካነበቡና የሚጠይቁት ጥያቄ

ካለም በመጠየቅ በሚገባ ከተረዱ በኃላ መስማማትዎን ይገልጻሉ፡፡ ከጥናቱ በፈለጉት ጊዜና ሰዓት ያለምንም

ቅድመ ሁኔቴ ማቋረጥ ይችላሉ፡፡ እራስዎን ከጥናቱ በማግለልዎ ምክንያት የላቦራቶሪ አገልግሎት ከማግኘት

አያግድም፡፡ እንደማንኛውም ታካሚ አስፈላጊውን አገልግሎት ያገኛሉ፡፡

6.በጥናቱ ላይ ከተሳተፍኩ ከእኔ ምን ይፈለጋል?

በጥናቱ ላይ ለመሳተፍ ከተስማሙ ጠያቂው እርስዎ እንዲመልሱ የሚጠበቁ ጥያቄዎች ይጠይቅዎታል፡፡

በጥናቱ ላይ ለመሳተፍ ከወሰኑ የሚሰጡት መረጃ ለጥናቱ አላማ እንዲውል የስምምነት ቅጹን በመፈረም

ያረጋግጣሉ፡፡ እዚህ ጥናት ላይ ባይሳተፉም ቢሳተፉም በህጉ መሰረት አገልግሎቱን ያገኛሉ::

33
7. በጥናቱ ላይ ቢሳተፉ ጥቅማጥቅም አገኛለሁኝን?

በዚህ ጥናት ላይ በመሳተፍዎ የተለየ ጥቅም በግል አያገኙም፡፡ ነገርግን በግልጽነትና በሀቀኝነት የሚሰጡን

መረጃ የላቦራቶሪ አገልግሎትን ጥራት ለማሻሻል በሚደረገው ሂደት ላይ ጉልህ አስተዋጽዎ ያበረክታል፡፡

እንዲሁም የእርስዎ በጥናቱ መሳተፍስ ለላቦራቶሪው አገልግሎት ያለውን ጥሩ ግንዛቤ እንዲኖረንና ጥራቱን

ለማሻሻል መረጃ በመስጠት ይጠቅመናል፡፡

8. በጥናቱ ላይ በመሳተፌ የሚደርስብኝ ጉዳት አለ?

ጥናቱ ላይ በመሳተፍዎ የሚደርስብዎ ምንም አይነት ጉዳት የለም፡፡ ነገርግን ቃለምልልሱን በሚያደርጉበት

ወቅት 30 ደቂቃ የሚያህል የግል ጊዜዎን ለጥናቱ ያበረክታሉ፡፡

9.በዚህ ጥናት መሳተፍ በሚስጥር ይያዛልን?

አዎን ለዚህ ጥናት የሚሰበሰበው መረጃና እና የመረጃ ውጤት በሚስጥርይ ያዛል፡፡ ስለ እርስዎ የሚገልጽ

ማንኛውም ነገር በጥናቱም ሆነ በውጤቱ ላይ አይጻፍም፡፡ ውጤት ሲገለጽ ስም አልባ ይሆናል፡፡ ለእያንዳንዱ

መጠይቅ ልዩ መለያ ቁጥር ወይም ምልክት ይሰጠዋል፡፡ የትኛው ቁጥር የማን እንደሆነ ዋና ተመራማሪው ብቻ

ያውቃል፡፡ የጥናቱ ውጤት የሚፃፈውና የሚገለፀው የጥናቱ ተሳታፊዎችን ስም በማያካትት ይሆናል፡፡

10. የጥናቱ ውጤት?

የጥናቱ ውጤት በሳይንሳዊ መፅሔት ላይ ይታተማል እንዲሁም የጥናቱ ውጤት በተለያዩ ስብሰባዎች ላይ

ይቀርባል፡፡ ነገር ግን የእርስዎ ማንነት በምንም መልኩ አይገለፅም፡፡

11.የጥናቱን ወጪ የሚደግፈው?

የጥናቱ ወጪ የሚደገፈው በፖሊስ ዩኒቨርሲቲና በዋና አስተባባሪ ነው፡፡

12. ፈቃደኝነቴን ለመግለፅ?

ጥናቱ ላይ የመሳተፍ ፍላጎት ካለዎት ከጥናቱ ዋና አስተባባሪ ወይም ከተወከለው ሰው የስምምነት ቅፅ

በመውሰድ ፊርማዎትን በማሰፈር ስምምንዎትን ማረጋገጥ ይችላሉ፡፡

13.ይህ ጥናት ተቀባይነትን አግኝቷል?

ይህ ጥናት በፖሊስ ዩንቨርስቲ የስነ-ምግባር ኮሚቴ ተገምግሞ ተቀባይነትን አገኝቶ ፀድቋል፡፡

ተጨማሪ መረጃ ከፈለጉ የሚከተሉትን ባለሚያዎች ማነጋገር ይችላሉ

34
1.የጥናቱ አስተባባሪና ዋና ተመራማሪ ተክሉ፤ስልክቁ. 0913317958

2.ስልክቁ. 0115549280

Consent form Amharic Version

ተሳታፊ የሚፈርሙት የስምምነት ቅጽ

የጥናቱን አላማና ሂደት በዝርዝር ከተረዱ በኃላ የሚከተለውን ቅጽ በጥንቃቄ ይፈርማሉ፡፡

የጥናቱን ተሳታፊ እንድሆን በሙሉ ፈቃድ ወስጃለሁ

ከዚህ ጋር የተያያዘውን የመግለጫ ቅጽ በትክክል አንብቤ ተረድቻለሁ፡፡ በእኔ ላይም ስለሚደረግ ማንኛውም ጥናት

ተገንዝቤአለሁ፡፡ በተጨማሪም አስፈለቃጊውን ገለጻና ማብራሪያ ከላይ በተጠቀሱት ሰው ተደርጎልኛል፡፡

ጥያቄ የመጠየቅ መብት የመወያየት እድል ከላይ ከተጠቀሱት አጥኚዎች ወይም ከነሱ ተወካይ ጋር ተሰጥቶኝ በጥናቱ

ላይ በቂ ምክርና ውይይት አድርጌያለሁ፡፡

በተመራማሪዎቹ የጥናቱን ውጤት ይፋ እንዲያደርጉ እፈቅዳለሁ፡፡ ነገር ግን ስም መጠቀስ የለበትም፡

ተመራማሪዎቹ በጤናዬ ላይ ያለን ችግር እንዲነግሩኝ ፈቅጄላቸኃለሁ፡፡

በማንኛውም ጊዜ ከጥናቱ እራሴን ማግለል እንደምችል አውቄያለሁ፡፡

ከእኔ የሚሰበሰበው ማንኛውም መረጃ በጥንቃቄና ሚስጥራዊነቱ በተጠበቀ ቦታ እንደሚቀመጥ አውቄያለሁ፡፡

ስም______________________ ፊርማ_____________________ ቀን_______________________

ይህ በጥናቱ የሚሳተፈው ሰው መፈረም ስለማይችል ከላይ የተዘረዘሩት መረጃዎች ለተሳታፊው የተሰጡና

ተሳታፊውም ለመሳተፍ መስማማቱን ገለልተኛ ታዛቢ በመሆን አረጋግጣለሁ፡፡

________________________ __________________________ __________________________

የገለልተኛ ታዛቢ ስም ፊርማ ቀን

ስለ ጥናቱ ዝርዝር መረጃ መስጠቴ አረጋግጣለሁ

………………………………………………………….….

የመተማመኛ ቅጹን ከስምምነት ቅጽ ጋር አያይዤ ሰጥቻለሁ

ፊርማ…………………………… ስም………………………..

35
ክፍል 1 የማህበረሰባዊ ጉዳይ መረጃ መጠየቂያ ፎርም
ወደተ.ቁ-----
ተ.ቁ ጥያቄ አማራጭ መልስ በኮድ
ይለፉ
እድሜ በአመት_________
101 እድሜ(ሽ) ስንት ነው?
1. ወንድ
102 ፆታ
2. ሴት
1.መሰረታዊ ት/ት ያልተማረ
2. 1-8
103 የትምህርት ደረጃዎ ምን ያህል ነው
3. 9-12
4. ኮሌጅና ከዛ በላይ
1.ያገባ /ች

104 የጋብቻ ሁኔታዎ--------? 2. ያላገባች/ች

3. የፈታ/ች
4. የሞተበት/ባት
አማካኝ ወርሃዊ ገቢዎ ምን ያህል
105 _______________ ብር
ነው?
1. አዲስ አበባ ውስጥ
106 በአሁን ሳአት የትነው የሚኖሩት? 2. ከአዲስ አበባ ውጪ

1. ኦርቶዶክስ
2.ሙሲሊም
የ የትኛው ሐይማኖት ተከታይ ነዎት
107 3. ፐሮተስታንት
?
4. ካቶልክ
5. ለላካለ--------------
1. ኦሮሞ 4. ስዳማ
2. አማራ 5. ወላይታ
108 ብሔርዎ ምንድነው?
3. ትግሬ
6. ሌላ ካለ(ይገለጽ) -------
1.ኣባል
2. ሳጅን
109 የሃላፊነት ደረጃ 3. ኢንስፈክተር
4. ≥ ኮማንደር.
5. ሌላካለ (ይገለጽ) ---------

36
ክፍል 2 ተገልጋዩን ስለ አጠቃላይ አገልግሎት መጠየቂያ ፎርም

በጣም በጣም
አልረካ ምን እረክቻ
ተ.ቁ ጥያቄ አልረካ እረክቻለ
ሁም ም ለው
ሁም ው
ወደ ሆስፒታሉ ሲመጡ በመረጃ ሰጪው ሰራተኛ በስራ
201 1 2 3 4 5
ቦታው መገኘት ምን ያህል ረክተዋል
በመረጃ ሰጪው ሰራተኛ እርሶን ለመርዳት እና ለማቅረብ
202 1 2 3 4 5
የተደረገው ጥረት ምን ያህል አርክቶታል?
ከመረጃ ክፍል ሰራተኛ ስለሆሰፒታሉ አግልግሎቶች እና
203 ወዴት መሄድ እንዳለቦዎት በተሰጡት መረጃ ምን ያህል 1 2 3 4 5
ረክተዋል?
ሆስፒታሉ ውስጥ ባሉ የቦታ መጠቆሚያ ግልፅነት ምን
204 1 2 3 4 5
ያህል ረክተዋል?
በካርድ ክፍል ሰራተኛ ለእርሶ በተደረገሎት መስተንግዶ
205 1 2 3 4 5
ምን ያህል ረክተዋል?
ካርድ ካወጡ በሓላ ወዴት እንደሚሄዱ በተነገረዎት መረጃ
206 1 2 3 4 5
ምን ያህል ረክተዋል?
ካርድ ካወጡ በሗላ ሐኪምዎን በሰዓት በማግኝት ምን
207 1 2 3 4 5
ያህል እረክተዋል?
ከዚህ በፈት የታከሙበትን ካርድ ከነሙሉ መረጃ በማግኝት
208 1 2 3 4 5
ምን ያህል እረክተዋል?
በካርድ ክፍል ሰራተኛ በስራ ቦታ በማግኘት በኩል ምን
209 1 2 3 4 5
ያህል እረክተዋል?
በአጠቃላይ ላቦራቶሪ ከመምጣትዎ በፊት በተሰጠዎት
210 1 2 3 4 5
አገልግሎት ምን ያህልረክተዋል?

ክፍል 3 ተገልጋዩን ስለ አገልግሎት እርካታ መጠየቂያ ፎርም

37
 በጣም ም በጣም
አልረካ እረክ
ተ.ቁ ጥያቄ አልረካ ን እረክቻ
ሁም ቻለው
ሁም ም ለው
ላቦራቶሪውን በሆስፒታሉ ውስጥ በሚገኝበት ቦታ ምን ያህል
301 1 2 3 4 5
ረክተዋል (በቀላሉ ማግኘት መቻሎትን…)?
የላብራቶሪ አገልግሎት ለማግኘት በሚኖረው ቆይታ ምን ያክል
302 1 2 3 4 5
እረክተሀል(ሻል)?
የላብራቶሪ አገልግሎቱን ለማግኘት በሚኖረው ወረፋ ምን ያክል
303 1 2 3 4 5
እረክተሀል(ሻል)?
የላብራቶሪ አገልግሎት የሚሰጡት የላብራቶሪ ባለሙያዎች
304 በሚያሳዩት ከበሬታ እና ጥሩ አቀባበል ምን ያክል 1 2 3 4 5
እረክተሃል(ሻል)?
የሚሰጠው አገልግሎት ሚስጥራዊነቱን እንዲጠብቅ
305 በሚደረገው እርማጃ ምን ያክል እርካታ አግኝተሀል (ሻል)? 1 2 3 4 5
ለምሳሌ የግል ክፍል የተከለለ ቦታ ወዘተ…..?
የላቦራቶሪ ናሙና ለመሰጠት የፈጀበት ጊዘ ምን ያህል
306 1 2 3 4 5
እረክተሃል(ሻል) ?
የታዘዙትን ምርመራዎች ከማግኘት አካያ ምን ያህል
307 1 2 3 4 5
እረክተዋል?
308 በመቆያው ቦታ ንጽህናና ምቹነት ምን ያክል እረክተሃል(ሻል)? 1 2 3 4 5
በሆስፒታሉ ተራ መጠበቂያ የመቀመጫ (ወንበር) መጠን
309 1 2 3 4 5
(በቁጥር) ምን ያህል ረክተዋል (ለመቀመጥ የወንበር ብዛት…)?
በደም ናሙና መስጫው ስፍራ ንጽህና ምን ያህል አርካታ
310 1 2 3 4 5
ተሰምቶታል?
የላቦራቶሪው ባለሙያ ናሙና ከመስጠትህ በፊትና ስትሰጥ
311 1 2 3 4 5
በነገረህ መረጃ ምን ያህል ረክተሀል?
የላቦራቶሪው ባለሙያው የምርመራውን ውጤት
312 1 2 3 4 5
ሚስጥራዊነት በሚያደርገው ጥረት ምን ያህል ረክተሀል?
በላቦራቶሪው ባለሙያ የመግባባት ክህሎት ምን ያህል
313 1 2 3 4 5
ረክተዋል?
የናሙና መሰብሰቢያው ቦታ ከደንበኛ መቀበያ ቦታ ያለው
314 1 2 3 4 5
ርቀት ምን ያህል ረክተዋል?
በላቦራቶሪ የናሙና ሰብሳቢው ወይም በአገልግሎት
315 1 2 3 4 5
ሰጪው ብቃት ምን ያህል ረክተዋል?
316 በላቦራቶሪ የአገልግሎት ክፍያ ዋጋ ምን ያህል ረክተዋል? 1 2 3 4 5
317 በመፀዳጃ ቤቱ ርቀትና ቦታው ምን ያህል ረክተዋል 1 2 3 4 5
318 በመፀዳጃ ቤቱ ንፅህና ምን ያህል ረክተዋል? 1 2 3 4 5
ጥያቄዎቹን ለመመለስ ላደረጉልኝ እገዛና ጊዜዎን ሰጥተው ስለተባበሩኝ አመሰግናለው::
CURRICULUM VITAE (CV)

38
1. PERSONAL INFORMATION
 Full Name – Tekilu Israel Maja
 Sex-M
 Age- 35
 Marital status- married
 Place of birth- Woliyta Soddo
 Religion- Christian
 Nationality- Ethiopian
 Residence Address –Addis Ababa
 (+251) 913317958, teklu59@gmail.com
2. PROFILE
 I am reliable, well organized, work on my own initiative, I am able to prioritize
my work load and able to cope under pressure.
3. EDUCATIONAL BACK GROUND
NO Level of education Name of School
1 Primary level Wolaita, Bittena Primary and Junior School
2 Secondary School Wolaita, Boditt Secondary & Preparatory High School
3 Diploma A.A., St..Lideta Health Science College
4 Degree Africa Health Science College
5 Masters Addis Ababa University

4. WORK EXPREIANCE
 More than 16 Years’ experience in Federal Police in different areas.
5. TRAINING AND CERTIFICATES
 Research experience on the title prevalence of hepatitis B virus (HBV), hepatitis
C virus (HCV) and knowledge, attitude and practice of Federal Police crime
prevention staffs in Addis Ababa, Ethiopia (on process for publication).
 General Police science training certificate from 01/03/1998-28/08/1998 ETC by
Ethiopian police college.
 Riot controlling and other police science training from 15/08/1999-23/10/1999 ETC by
Billate special force training center.
 Riot controlling (specialization) from 02/12/2001-28/02/2002 ETC by Ethiopian police
University College.
 Very important person protection training from Nov.17/12-Mar.25/2012 GC by VIP
division collaboration with Billate special force training center.

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  AFB microscopy and EQA training organized by the Ethiopian public health institute in
collaboration with FMOH & USAID/PHSP.
 International standard ISO 15189:2012(E) training organized by Federal Police
commission integrated HIV/AIDS prevention & control program in CDC.
 Basic training course on strengthening laboratory management towards accreditation
(SLMTA) organized by Federal Police commission integrated HIV/AIDS prevention &
control program in CDC.
 Basic training course on HIV/AIDS and facilitation skills organized by Federal Police
March project in collaboration with johns Hopkins blooming school of public health.
 AFB microscopy and EQA training organized by the St. Paul’s hospital millennium
medical college continuous professional development center in collaboration with FMOH.

6. HOBBIES
 Team spirit, ability to deal with people at working area and am happier by discussion and
capable who come from different cultural ethnic group.
 Reading Books, sociology book, searching latest info and downloading in particular of
sociology related by internet applications, News Paper. Listening radio and mass media in
general.

7. LANGUAGE SKILL
No Language Speaking Listening Reading Writing
1 English Excellent Excellent Excellent Excellent
2 Amharic Excellent Excellent Excellent Excellent
3 Woliyta Excellent Excellent Excellent Excellent
8. REFERENCE
Mr Dereje Assefa......................................................(+251) 911485863
Mr Demise Daricho..................................................(+251) 911553519
Dr Kassu Desta ........................................................(+251) 911107099

The information explained in the above CV details by me is true and accurate as

confirmed by the following signature Date 27/8/2022

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