**5. Quality standards that dwell on patient satisfaction towards improvement**

Philip Crosby defined quality practice as meeting the requirements of the customer. He applied this practice to business and manufacturing, but it is equally important for a medical laboratory. The medical laboratory needs to know who its clients are, and understands clients need and requirements [17].

*Patients' (Clients) Satisfaction with Medical Laboratory Services Contributes to Health… DOI: http://dx.doi.org/10.5772/intechopen.99290*

The laboratory must produce the a product and a test result for its customers, if the customer is not given the ultimate care and is not well served as needed, then the laboratory is not achieving the primary goal.

Customers' satisfaction is a major component which dwell on quality management system [18–21], and a significant focus in the international organization for standardization (ISO).

Laboratory staff should understand the importance of customer satisfaction, and should interact with the customers in an appropriate way and giving information that is needed, and being courteous [22].

Implementing some of the standards [1, 23–25] as medical laboratory quality initiatives with regards to the laboratory customers [26–28] provides both laboratory and business benefits such as:

i.More customers' patronage for testing and/or calibration.


iv.Continuous data quality improvement and effectiveness of medical laboratory

v.Forming the basis for quality systems of medical laboratories like good medical laboratory practices.
