Abstract
Pathology service in developing countries is characterized by system delays: obtaining, processing, and reporting the result of biopsied samples, with consequent delay in instituting appropriate treatment. The broad objective of this study is to determine the impact of service delivery on the turn-around time of histopathological surgical biopsies in the Jos University Teaching Hospital. Specifically, the study investigated the impact of reliability, assurance, tangibility, empathy and responsiveness on the turn-around time of the laboratory. To meet these objectives, a questionnaire was developed and distributed to 308 patients that sought the service of the Histopathology laboratory department in the hospital. The research revealed a turn-around time of 3 days to 30 days with a mean of 12.83+3.14 days. The research established positive influence of tangibility and reliability (two of the five dimensions of service delivery) on turn-around time. The research also revealed that the remaining three dimensions of service delivery (assurance, empathy, and responsiveness) had no significant impact on turn-around time. This study has shown that the SERVQUAL tool of service delivery can be used in assessing turn-around time in the histopathological laboratory. This is novel as to the best of our knowledge this tool has never been employed in this regard. Furthermore, it brings to the fore the importance of tangibles and reliability as two important service delivery dimensions that have significant impact on the turn-around time of surgical biopsies in histopathological laboratories.
Highlights
There is a growing need of increasing the quality and productivity of healthcare services delivery.[1]
This research study sought to establish the relationship of turn-around time of histopathological surgical biopsies and delivery of medical services in Nigerian public Health sector with reference to the Jos University Teaching Hospital
On the first research hypothesis, which corresponds with the first research question, the research showed that reliability has significant impact on turn-around time
Summary
There is a growing need of increasing the quality and productivity of healthcare services delivery.[1] To guarantee the heath of the populace, an efficient service delivery system is important. Sometimes that little unexpected extra can come in different shapes and forms such as a smile, a positive remark, random acts of kindness or the additional effort by a service professional going the extra mile.2An excellent service delivery system generates repeat business, enhances business reputation, combats higher prices, provides. 397 processing a biopsy sample, and reporting the results, which delay the starting of treatment.[14] in developing countries, the need to utilize turn-around time towards the improvement of medical services has not been elucidated or utilized.15It is imperative to examine the effect of service delivery on turn-around time at the histopathology laboratory of the Jos University Teaching Hospital
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