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Bergman, B.K.B. (1994) Quality: From Customer Needs to Customer Satisfaction. McGraw-Hill, New York.

has been cited by the following article:

• TITLE: Evaluation of Clinical Laboratory Tests’ Turnaround Time in a Tertiary Hospital in Democratic Republic of the Congo

  AUTHORS: Chabo Byaene Alain, Mabela Makengo Matendo Rostin, Konde Nkiama Numbi Joël, Muhindo Mavoko Hypolite, Kayembe Nzongola-Nkasu Donatien, Tanon Aristophane Koffi, Muwonga Masidi Jérémie, Situakibanza Nani-Tuma Hippolyte

  KEYWORDS: Time-Motion Analysis, Turnaround Time, Clinical Laboratory, Quality Assurance, Value Stream Mapping, Democratic Republic of the Congo

  JOURNAL NAME: Journal of Biosciences and Medicines, Vol.9 No.7, July 15, 2021

  ABSTRACT: The delay in the delivery of laboratory results can be fatal and can even lead to the death of patients. This study was conducted at the clinical laboratory of the University Hospital of Kinshasa (UHK) from October 2020 to April 2021, aimed to evaluate the laboratory tests’ turnaround time (TAT) and to identify reasons for delay. TAT was quantified using a time and motion analysis approach. The evaluation of TAT consisted of comparing the overall intra-lab TAT with the suggested TAT using student t-test at 95% confidence intervals. Brainstorming was the root cause analysis tool used for identifying reasons for delay. In this study, the laboratory tests’ TATs were significantly higher (p