医院满意度调查对提升血液供应服务质量的效果分析  

The effects of hospital's satisfaction survey on improving blood supply service quality

作　　者：刘家利[1] 林授[1] 刘丽霞[1] 褚晓凌[1] 

机构地区：[1]福建省血液中心,福建福州350004

出　　处：《中国输血杂志》2016年第1期80-82,共3页Chinese Journal of Blood Transfusion

摘　　要：目的调查福州地区临床用血医院对福建省血液中心提供的临床用血服务质量的满意程度,为改进血液供应工作、提高临床用血服务质量提供依据。方法设计《临床用血服务质量评价表》,对福州地区红细胞(RBC)成分血年用血量>500 U的医院就血液质量、血液供应量、工作人员服务态度、血液质量问题反映或投诉的处理和反馈等方面共计18个项目进行调查。结果 2011-2013年临床用血医院对本中心提供的血液的质量、品种和规格的满意率均为100%;2011年对RBC、血浆和血小板供应量的满意率较低,分别为56.5%、73.9%、82.6%,对工作人员态度的满意率为91.3%;至2013年,除对RBC供应量的满意率为96.0%外,其余项目均为100%。结论科学合理开展临床用血医院满意度调查能及时掌握医院对血站所提供的临床用血服务的需求和满意程度,是持续改进血站血液质量和服务质量的重要途径。Objective To investigate hospital＇ s satisfaction for the service quality of blood for clinical use in Fujian Blood Center to supply blood and to improve the service quality of blood for clinical use. Methods Evaluation table on the service quality of blood for clinical use were designed and provided to the hospitals with larger than 500 U clinical use of RBC in one year. The contents of the evaluation table included the quality of blood,the supply of blood,the attitude of the staff,processing and feedback from the reflection and complaint about the service quality of blood. Results The rate of hospitals＇ satisfaction on the quality of blood,the types and the specifications of the blood were 100% between 2011 and 2013. In2011,the hospitals＇ satisfaction on the supply of RBC,plasma and platelet was relatively low,at 56. 5%,73. 9%,and82. 6%,respectively. The satisfaction of the staff was 91. 3% in 2011. In addition to 96% satisfaction rate on RBC supply,the remaining items achieved 100% satisfaction in 2013. Conclusion Scientific and reasonable collection of surveys on the hospitals＇ satisfaction on clinical use of blood allows the blood center to understand the demand on clinical blood usage service and satisfaction. It is an important method to continuously improve blood quality and the service quality of the blood center.

关 键 词：临床用血 医院满意度 服务质量 

分 类 号：R457.1[医药卫生—治疗学]