Comparison of Service's Quality in Outsourced and Non-Outsourced Clinical Laboratory in Ahvaz University Hospitals, 2016

hospital service's outsourcing is a key strategy towards is improvement the quality of services. The aim of study was determine the quality of services in outsourced and non-outsourced clinical laboratory of educational hospitals in Ahvaz, 2016.
This is a cross-sectional study. In this study 643 patients were selected randomly. Data were gathered by SERQUAL questionnaire. This tool included 22 questions and 5 dimensions including tangibility, reliability, responsiveness, assurance, empathy about services quality.
services quality in outsourced clinical laboratory centers was significantly higher than non-outsourced clinical laboratory centers (P=0.001). The mean of waiting time to receive services and sampling time of patient was 37.29±28.08 and 4.48±1.6 min respectively. The mean of waiting time in outsourced clinical laboratory was significantly lower than non-outsourced clinical laboratory (P=0.001).
the results showed that outsourcing strategy had positive relationship with services quality of clinical laboratory units. Also, waiting time to receive services in outsourced clinical laboratory centers was lower than non-outsourced clinical laboratory centers.