短信及电话回访系统在献血者满意度调查中的应用  

Application of SMS and telephone interview system on surveying donor satisfaction

作　　者：李雅静[1] 常缨[1] 韩俊虎[1] 吴丽娟[1] 孟宪哲[1] 赵凤绵[1] 

机构地区：[1]河北省血液中心,河北石家庄050071

出　　处：《中国输血杂志》2014年第11期1221-1223,共3页Chinese Journal of Blood Transfusion

摘　　要：目的为献血者提供优质服务,建立稳定的固定无偿献血者队伍,保障临床安全用血。方法用现代血站管理信息系统中的短信平台和献血者满意度调查模块,对2014年1月~4月在本中心参加无偿献血并留有手机信息的献血者发送满意度调查短信,收集回复短信的17 667名献血者资料,采用t检验进行数据分析。结果成功发送满意度调查短信42 938条,发送率99.44%;17 667名献血者对满意度调查短信进行了回复,回复率41.15%,满意率99.04%。再次献血者不满意率高于初次献血者（t=2.642,P〈0.05）。献血者不满意的最主要原因是工作人员服务态度不热情,占38.23%。结论将短信及电话回访结合进行献血者满意度调查,数据可信度高,不仅能及时发现问题与不足,针对性地改进工作,而且能起到挽留和招募献血者再次献血的作用,是一种比较合理的调查方式,值得推广。Objective To provide quality services for blood donors and establish a stable and fixed donor group to ensure the safety of blood for clinical use. Methods Donors who left mobile phone number from January to April 2014 in Hebei Blood Center were sent text messages on donor satisfaction by Tangshan SHINOW 9. 0 software. 17 667 messages from donors were collected,followed by a t- test for data analysis. Results 42 938 satisfaction survey messages were sent with sending rate of 99. 44%. 17 677 blood donors replied via SMS,at a rate of 41. 15%. The rate of satisfaction was 99. 04%. The unsatisfactory rate of repeat blood donors was higher than that of the first- time donors（ t = 2. 642,P 〈0. 05）. The main reason for their dissatisfaction attributed to the staff＇s lack of enthusiasm in serving,which accounted for 38. 23%. Conclusion Data obtained from SMS with telephone interviews used to survey on donor satisfaction was had a high degree of reliability. They not only helped to discover the problems and shortcomings and improve work performance,but have also played a role in retaining and recruiting donors. The investigation methods are reasonable and are worth promoting.

关 键 词：无偿献血 满意度调查 短信调查 电话回访 

分 类 号：R193.3[医药卫生—卫生事业管理]