The Achievement of the Effectiveness of Operations and the Quality of Services Based on the Performance of the Bureau of Laboratory Quality Standards For the Fiscal Years 2011-2014

Abstract

       The Bureau of Laboratory Quality Standards, a service-based unit under the Ministry of Public Health, offers the standard accreditation and external quality assessment of medical and public health laboratory services for the public and private sectors and also promotes the establishment of public health laboratories network. The study, conducted to assess the effectiveness of operations and the quality of services based on the Action Plan of the Bureau of Laboratory Quality Standards for the fiscal years 2011-2014, illustrates the results as follows: According to the study, the effectiveness of operations was quantitatively analyzed by the Bureau’s performance based on indicators of the Action Plan for the fiscal years 2011- 2014 and the results were shown by the fiscal years 2011, 2012, 2013 and 2014 respectively. The results of the study indicate that 157, 138, 138 and 193 percent of medical and public health laboratories have been accredited by international standards, that 174, 88, 110 and 100 percent of medical laboratories have been accredited by the Department of Medical Sciences standard, that 123, 132, 132 and 113 percent of medical laboratories participated in the external quality assessment and that 115, 119, 120 and 109 percent of laboratories have been improved for the standardization system. Furthermore, the results of the quality of services were evaluated by the percentage of customer’s satisfaction for the fiscal years 2011, 2012, 2013 and 2014 respectively. The results of the study indicate that 82.70, 83.40, 84.80 and 85.36 percent of customers have been satisfied with the process of medical laboratories accreditation and that 83.00, 82.75, 84.11 and 84.11 percent of customers have been satisfied with the process of medical laboratories external quality assessment. However, the customer-satisfaction survey of medical laboratories network establishment was not carried out. The results of the study can be applied to the development of the Action Plan of the Bureau of Laboratory Quality Standards for the fiscal years 2016-2019, the promotion of the Bureau’s integrated program and the major function of the Bureau in providing people quality services as determined by the policy and objectives of the Department of Medical Sciences.