Perception of Customer-Supplier Interactions During Laboratory Analysis at the Tengandogo University Hospital Centre, Burkina Faso

Abstract

Internal customer-supplier interactions during laboratory analysis performance often cause difficulties in collaboration. The purpose of this study was to determine the perceptions of this group of actors about the quality of their interactions during the pre- and post-analytical phases of laboratory analysis. This was a descriptive cross-sectional study of the perceptions of the laboratory and clinical staff at the Tengandogo University Hospital. The study results showed that the laboratory staff had a low perception of the quality of laboratory test requests, with a positive perception of 21.4% (06/28) for the formulation of test requests and 14.8% (04/27) for the justification of test requests. The results also indicate a low perception of reagent availability and access to tests among clinical process personnel, with a positive perception of 39.4% (37/94) of reagent availability and 36.2% (34/94) of access to tests. The results also reveal a difference in perception between laboratory staff and clinical process staff with respect to the speed with which biological samples are received and the objectivity of laboratory analysis results. Limitations in material resources, information management, and the implementation of quality assurance are thought to be at the root of these poor perceptions. In order to improve these perceptions, it is necessary to have equipment and consumables adapted to the demands and to improve information management in the laboratory.