医疗卫生服务意见分析工具在献血者意见分析中的应用  

Analysis of Blood Donor Complaints Based on Healthcare Complaint Analysis Tool

作　　者：朱立苇[1] 韩浙东[1] 郑茵红[1] 杨文婷 应晓 丁威[1] 潘凌凌[1] ZHU Li-wei;HAN Zhe-dong;ZHENG Yin-hong;YANG Wen-ting;YING Xiao;DING Wei;PAN Ling-ling(Blood Center of Zhejiang Province)

机构地区：[1]浙江省血液中心

出　　处：《医院管理论坛》2025年第1期41-44,83,共5页Hospital Management Forum

基　　金：2023年浙江省医药卫生科技计划项目,编号:2023KY660;2023年浙江省医药卫生科技计划项目,编号:2023RC144。

摘　　要：目的通过献血者意见的精确分类,识别关键问题,为提高献血者满意度提供建议。方法2020—2023年不满意献血者的电话回访记录共收集626条意见,建立和应用医疗卫生服务意见分析工具(HACT)进行信息编码和统计,构建三级分类框架,并进行频数-相关性分析。结果一级分类和二级分类中价值指数(PVI)最高的问题分别为质量与安全和献血服务质量,三级分类中穿刺和护理技术、服务态度、沟通和安抚、组织管理或流程、献血环境5类具体问题是导致献血者不满意的关键问题。结论通过短信调查和不满意回访,较为全面获取献血者对献血服务的评价及意见,通过不断提高采血技术水平、强调对献血者的尊重和关爱、加强沟通交流、优化流程等措施,解决导致献血者不满意的关键问题。Objective To identify key issues through precise classification of blood donors'opinions and provide suggestions for improving blood donors'satisfaction.Methods From 2020 to 2023,a total of 626 complaints were collected from the telephone call-back records of dissatisfied blood donors.The healthcare complaints analysis(HACT)was established and applied for information coding and statistics,a three-level classification framework was constructed,and frequency correlation analysis was conducted.Results The highest value index(PVI)was quality and safety of blood donation service in the first and second categories,respectively.Puncture and nursing technology,service attitude,communication and comfort,organization management or process,and blood donation environment in the third category were the key problems leading to dissatisfaction of blood donors.Conclusion Through the SMS survey and unsatisfactory return visit,the evaluation and opinions of blood donors on blood donation service were obtained in a more comprehensive way,and the key problems leading to donor dissatisfaction were solved through measures such as continuously improving the technical level of blood collection,emphasizing the respect and care for donors,strengthening communication and optimizing the process.

关 键 词：献血服务 献血者意见 意见分析工具 

分 类 号：R197.5[医药卫生—卫生事业管理]