基于服务质量差距模型的采供血机构农村地区无偿献血服务研究  

Blood donation service in Chinese rural area:An investigation based on service quality model

作　　者：蒋莹佳 张子甲 陈莉[2] 王庆明[2] 齐慧芳[2] 尹湧华[1] 马丽萍 朱明[1] 戚海[2] JIANG Yingjia;ZHANG Zijia;CHEN Li;WANG Qingming;QI Huifang;YIN Yonghua;MA Liping;ZHU Ming;QI Hai(Institof Bod Transfusion,Chinese Academy of Medical Sciences&Peking Union Medical College,Chengdu 610052,China;Hlebei Blood Center)

机构地区：[1]中国医学科学院北京协和医学院输血研究所,四川成都610052 [2]河北省血液中心

出　　处：《中国输血杂志》2020年第12期1276-1280,共5页Chinese Journal of Blood Transfusion

基　　金：中国输血协会威高科研基金(CSBT-WG-2018-03);中国医学科学院医学与健康科技创新工程项目(:2016-I2M-1-018)。

摘　　要：目的总结采供血机构现行的提升农村地区无偿献血服务质量的策略,了解这些策略实施效果和拓展方向。方法应用服务质量差距模型设计调研问卷,针对"了解献血者需求"、"制定规章制度"、"内部培训与管理"、"外部宣传与服务"4个维度,每个维度10题,采供血机构员工根据其了解程度及感受,按0分("感觉没有做")—5分("感觉做得非常好")打分;以河北省血液中心4大部门类别(管理部门、制度制定部门、一线科室、支持科室)员工作为调研与访谈对象采集数据,采用部门类别为行变量、问题维度为列变量做秩和检验,对该中心农村地区无偿献血服务工作做系统分析。结果调研分类4个问题维度中,员工评分(均值)依次为"制定规章制度"(4.11±0.97)、"外部宣传与服务"(3.81±1.22)、"了解献血者需求"(3.69±1.34)和"内部培训与管理"(3.57±1.35)。针对模型的重要维度"了解献血者需求",支持科室评分:供血科最高(4.63±0.63)、招募科最低(3.24±1.32),制度制定部门评分:业务科最高(3.34±1.48)、质管科最低(3.13±1.32),一线科室评分:血保部(3.23±1.41);支持科室评分与制度制定部门比较(P<0.01)、支持科室评分与一线科室比较(P<0.01)、制度制定部门与一线科室比较(P>0.05)。调研中收集到的提升农村地区无偿献血服务质量策略建议有:创建农村地区采血队模式,制定配套的服务规范及管理制度,并据献血者需求及时调整;强化农村地区无偿献血服务工作人员的培训、激励和管理;积极发动农村地区大队干部、卫生院院长、村医和志愿者的组织力量;设置乡镇无偿献血宣传栏,编制适合农村地区特点的无偿献血宣传资料。结论应用服务质量差距模型调研所得到的农村无偿献血服务质量提升策略对与调研地区经济社会特征相近的农村地区的无偿献血服务质量改进具有一定的参考价值。Objective To summarize the current strategies of blood centers to improve the quality of voluntary blood donation service in rural areas,and explore the effects and development directions of these strategies.Methods The questionnaire was designed based on the service quality model,aiming at four dimensions,namely,understanding of blood donor needs,making rules and regulations,internal training and management,and external publicity and service,each with 10 questions.The questions were scored by the staffs according to their awareness and feelings from 0"feeling not done"up to 5"feeling very well done".Staff in four major departments of Hebei Blood Center,namely,Administration Department,Policy-making Department,Front Line Department and Support Department,were surveyed.With Kruskal-Wallis test(row variable:above mentioned 4 departments;column variable:4 dimensions)being applied,the blood donation service of Hebei Blood Center in rural area was systematically analyzed.Results For 4 dimensions surveyed,the average score of"making rules and regulations","external publicity and service","understanding of blood donor needs"and"internal training and management"was 4.11±0.97,3.81±1.22,3.69±1.34 and 3.57±1.35,respectively.As an important dimension,"understanding of blood donor needs"grading in Support Department was ranked highest by Blood Issuing Department(4.63±0.63),and lowest by Recruitment Department(3.24±1.32);its grading in Policy-making Department was ranked highest by Business Department(3.34±1.48)and lowest by Quality Control Department(3.13±1.32);its grading given by Blood Assurance Department from Front Line Department was 3.23±1.41.Significant differences were notable between Support Department and Policy-making Department(P<0.001),Support Department and Front Line Department(P<0.001),whereas not between Policy-making Department and Front Line Department(P>0.05).Strategies for improving the quality of blood donation service in rural areas given by respondents included establishing blood collection te

关 键 词：农村无偿献血 采供血机构 献血服务质量 服务质量差距模型 

分 类 号：F719.5[经济管理—产业经济] R193.3[医药卫生—卫生事业管理]