献血者服务满意度调查分析  

Analysis on the survey for blood donors' satisfaction

作　　者：宫本兰[1] 高勇[1] 于淼[1] 王健[1] 毕名杰[1] 李春祥[1] 

机构地区：[1]大连市血液中心,辽宁大连116001

出　　处：《中国输血杂志》2015年第11期1399-1400,共2页Chinese Journal of Blood Transfusion

摘　　要：目的通过对献血者进行满意度调查分析,掌握献血服务中存在的问题,及时沟通、解决问题,以期不断改进服务,最大限度地保留献血者。方法通过手机短信收集献血者不满意信息,电话跟踪不满意原因,并统计分析不满意回复。结果献血者的服务满意度为99.5%(29 234/29 384);在150条不满意回复中,对中心外出采血组不满意的人次最多,达到67次,占不满意回复的44.7%(67/150);按岗位统计,对护士的不满意率最高,按项目统计对服务态度不满意率最高。结论 2014年中心对献血者的服务满意度达到了质量目标的要求,但服务仍存在一定问题:外出采血因献血者相对集中,不满意最多,需合理规划、安排相关工作;应关注未做短信回复的献血者,尽可能保留献血者。Objective To determine the existing challenges in blood donation from the surveys on blood donors＇ satisfaction,to communicate in a timely manner,to resolve the problems,to improve service persistently,and to retain the maximum number of donors. Methods Dissatisfactory complaints were collected from donors via text message. Reasons for dissatisfaction were tracked. The collected data were categorized and analyzed statistically. Results Blood donors＇ satisfaction achieved 99. 5%（ 29 234 /29 384）. Among 150 dissatisfactory complaints,67 people（ or 44. 7% of total） were least satisfied with external blood collection sites. According to the statistics,nurses received the highest disapproval rating based on their attitudes. Conclusion Blood donors＇ satisfaction has fulfilled the requirement of quality objectives in 2014,but some challenges remained： service provided at external blood collection sites received the highest rates of dissatisfaction. Therefore,it is necessary to plan and arrange the related work,as well as to pay more attention to those who did not reply to the messages,and to retain the maximum number of blood donors.

关 键 词：献血者 满意度 

分 类 号：R193.3[医药卫生—卫生事业管理]