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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.

Turn-around Time of Histopathological Surgical Biopsies and Delivery of Medical Services: A Patient Perceptive Perspective using the Servqual Tool