基于医疗投诉分析工具的管理模式在血液中心投诉管理中的应用研究  

How to manage complaints in blood centers:a management mode based on healthcare complaint analysis tool

作　　者：文海燕 侯全斌[1] WEN Haiyan;HOU Quanbin(Changsha Blood Center,Changsha 410001,China)

机构地区：[1]长沙血液中心,湖南长沙410001

出　　处：《中国输血杂志》2024年第3期338-343,共6页Chinese Journal of Blood Transfusion

摘　　要：目的 调查分析长沙血液中心献血者投诉现状,了解献血者的投诉原因和特点,旨在提高献血者满意度及提升献血服务质量。方法 利用医疗投诉分析工具(healthcare complaint analysis tool,简称HCAT)对该血液中心2020—2022年受理的投诉事件进行信息编码并统计,构建投诉管理分类的三级框架。结果 献血者对一级分类的管理方面的诉求问题相对较多,占比为61.77%(126/204)。二级分类主要集中于工作制度流程问题,占比为24.02%(49/204);免费用血、无偿献血激励机制等相关政策法规方面的问题,占比为22.55%(46/204);献血点及工作时间的调整未及时对外告示以及在百度地图上未同步更新等方面的环境设施相关问题,占比为15.2%(31/204)。结论 面对献血者诉求,血液中心应从管理方面入手,优化工作流程,完善“互联网+无偿献血”的服务模式,提高工作人员的服务意识。同时应当逐步完善投诉体系,及时解决献血者的诉求。Objective To investigate and analyze the current situation of blood donors’complaints in Changsha Blood Center,find out the reasons and characteristics of the complaints,aimed at improving the satisfaction of blood donors and the quality of blood donation service.Methods The healthcare complaint analysis tool(HCAT)was used to encode and statistically analyze the complaints against our center from 2020 to 2022,and then a three-level framework for complaint management classification was constructed.Results Blood donors had relatively more appeals to the management of primary classification,accounting for 61.77%(126/204).For secondary classification,complaints mainly focused on the working system and process,accounting for 24.02%(49/204),and the problems related to policies and regulations such as free blood use and voluntary blood donation incentive mechanism,accounting for 22.55%(46/204),and the problems related to environment and facilities such as the adjustment of blood donation centers and blood donation time was not announced timely and not updated synchronously on the Baidu map,accounting for 15.2%(31/204).Conclusion In response to the demands of blood donors,blood centers should optimize the working process and improve the service model of"Internet+voluntary blood donation"and the service awareness of the staff.Further more,the complaint process should be gradually improved to solve the demands of blood donors in time.

关 键 词：HCAT分析工具 献血者投诉 管理模式 

分 类 号：R457.12[医药卫生—治疗学]