AN OBSERVATIONAL STUDY ON QUALITY MANAGEMENT IN CENTRAL LABORATORY OF CHHATRAPATI SHIVAJI SUBHARTI HOSPITAL

HOSPITAL ADMINISTRATION

Laboratory quality management plays a fundamental role in delivering accurate, reliable, and timely diagnostic results, which are essential for effective clinical decision-making and improved patient safety. Regular evaluation of laboratory processes helps identify areas requiring improvement, enhances operational efficiency, and supports the delivery of high-quality diagnostic services. The present study was conducted to assess the quality management practices implemented in the Central Laboratory of Chhatrapati Shivaji Subharti Hospital, Meerut, using a structured observational approach along with patient feedback to evaluate the effectiveness of routine laboratory services and identify opportunities for continuous quality improvement. A hospital-based observational cross-sectional study was carried out over a period of six months in the Central Laboratory of Chhatrapati Shivaji Subharti Hospital. The study involved 200 patients who visited the laboratory for diagnostic testing and 50 laboratory personnel engaged in routine laboratory operations. Laboratory quality management practices were evaluated through direct observation using a structured checklist developed in accordance with the principles of ISO 15189:2022. Patient perspectives on laboratory services were collected using a pre-validated questionnaire that assessed key aspects such as the registration process, specimen collection, waiting time, staff behaviour, cleanliness, report delivery, and overall satisfaction. The collected data were summarized using descriptive statistical methods and presented in the form of frequencies and percentages. The study findings indicated that the Central Laboratory had effectively implemented several essential components of quality management, including organizational management, staff competency, equipment maintenance, document control, and quality assurance practices. Patient feedback reflected a generally positive experience, with 49% expressing satisfaction with staff behaviour, 48% reporting satisfaction with laboratory cleanliness, and 48% expressing confidence in the accuracy and reliability of laboratory reports. Nevertheless, the assessment also highlighted areas requiring improvement, particularly in providing adequate pre-test instructions, reducing waiting time, strengthening communication with patients, and ensuring timely delivery of laboratory reports. Overall, 71% of the participants reported being satisfied with the laboratory services provided. The study concludes that the Central Laboratory has implemented a well-structured quality management system that supports the delivery of reliable diagnostic services. However, maintaining high-quality laboratory performance requires ongoing efforts, including regular monitoring of quality indicators, continuous training and competency development of laboratory personnel, effective communication with patients, and consistent compliance with the requirements of ISO 15189:2022. Strengthening these areas will further improve laboratory efficiency, enhance patient satisfaction, and promote a culture of continuous quality improvement.

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