献血者满意度调查对采供血工作的影响  

Result analysis of blood donor satisfaction survey in Dongguan

作　　者：贝孟辉[1] 李丽颜[1] 曾雅静[1] 钟炽辉[1] 何子毅[1] 陈庆恺[1] 

机构地区：[1]东莞市中心血站,广东东莞523930

出　　处：《中国输血杂志》2017年第6期631-632,共2页Chinese Journal of Blood Transfusion

基　　金：东莞市医疗卫生类科技计划项目(20160515000464)

摘　　要：目的分析献血人群的满意度调查结果,调整工作方法和策略,为无偿献血队伍的招募和发展提供可靠依据。方法通过现代血站管理系统进行献血者满意度调查和电话回访收集反馈信息,对数据进行统计分析。结果献血人群总满意率达97.82%,重复献血者的不满意率高于初次献血者(P<0.05),献血者反馈的问题以对服务态度和采血岗位的不满意率较高,专业技术水平对再次献血意愿的影响较大。结论提高工作人员的服务意识和专业技术水平,加强对采血岗工作人员的培训,可以提高献血者满意率,并促进无偿献血队伍的招募和发展。Objective To analyze the satisfaction survey results of blood donors and adjust the working methods and strategies,in order to provide a reliable basis for the recruitment and development of blood donation teams.Methods The feedback was collected as part of the donors＇ satisfaction survey and telephone interviews through modern blood bank management system.The data were analyzed statistically.Results The total satisfaction rate of blood donors was 97.82%.The rate of dissatisfaction of repeat donors was higher than that of the first donors（P〈0.05）.The rates of dissatisfaction were higher with service attitude and personnels who collected blood from the feedbacks of blood donors.Professional skill levels had great effect on donors＇ desire to donate again.Conclusion Enhancing staff＇s awareness on their service attitudes,cultivating their professional skills,and strengthening the training of blood collection workers can improve the satisfaction of blood donors and promote the recruitment and development of blood donation team.

关 键 词：无偿献血 满意度 服务 质量 

分 类 号：R457.1[医药卫生—治疗学] R193.3[医药卫生—临床医学]