Turnaround Time and Patients' Perceptions of Clinical Laboratory Services at a Tertiary Hospital in Pakistan: A Cross‐Sectional Study

Background and Aims Turnaround time (TAT) is a key metric of laboratory performance. However, delays occurring outside the intra‐laboratory phases are often overlooked. This study aimed to assess intra‐laboratory TAT and patients' perceptions of laboratory service quality in a public tertiary hospital in Pakistan. Methods A cross‐sectional survey was conducted between July and December 2024 at Holy Family Hospital, enrolling 300 adult patients using non‐probability quota sampling. Data were collected using a bilingual, validated questionnaire that included a 21‐item patient perception scale. Intra‐laboratory TAT (from sample collection to report verification) was analyzed using non‐parametric statistical tests and generalized linear models. Results The median TAT was 115 min (IQR: 90–145), significantly shorter in morning shifts and for baseline, biochemistry, and special chemistry tests ( p < 0.001). The median perception score was 60 (IQR: 54–66.75), with only 37.67% of patients considered satisfied. Satisfaction was significantly correlated with test type and day of the week and was negatively associated with TAT (ρ = –0.307, p < 0.001). Conclusion More than 60% of patients were dissatisfied, primarily due to delayed reporting, inadequate communication, and staff‐related concerns. Establishing standardized TAT benchmarks, optimizing staffing, and improving patient communication may enhance service quality and patient satisfaction in high‐volume laboratory settings.