2014至2017年石家庄地区献血者满意度调查分析

Investigation and analysis of the satisfaction degree of blood donors in Shijiazhuang from 2014 to 2017

目的通过对2014至2017年石家庄地区713 977名献血者满意度调查,全面掌握献血者不满意原因并及时解决问题,为献血者提供更优质服务,最大限度地保留献血者。方法利用现代血站管理信息系统的满意度调查回访模块收集不满意献血者信息,通过电话回访、汇总献血者不满意原因并进行统计分析。结果献血者满意度调查回复率为40. 35%(288 074/713 977);献血者的服务满意率为99. 40%(286 340/288 074);不满意率较高的前三项是服务态度、纪念品和采血技术,分别占36. 33%、16. 49%和9. 28%。结论 4年间中心对献血者的服务满意度虽然均达到了质量目标的要求,但仍需不断提高服务水平和采血技术,改善纪念品质量和献血环境,规范操作流程并降低献血反应的发生,进一步提高献血者满意度。

Objective To grasp completely the reasons of the dissatisfaction of blood donors and solve the problems timely through investigating the satisfaction degree of 713 977 blood donors in Shijiazhuang in 2014-2017 years,so as to provide better services for blood donors,and maximize the retention of blood donors. Methods Through the satisfaction survey module of modern blood station management information system to perform a telephone return visit to blood donors,the reasons of the dissatisfaction of blood donors were collected and were statistically analyzed. Results The percentage of short message response of blood donors was 40.35%（288 074/713 977）,and the satisfaction rate of blood donors was 99.40%（286 340/ 288 074）.The three most unsatisfactory reasons were service attitude, souvenirs and blood collection technique,which accounted for 36.33%,16.49%,9.28%,respectively. Conclusion In the past four years,the satisfaction degree of blood donors has reached the central quality goal.But it is necessary to improve the service levels and blood collection technique,improve the quality of souvenirs and working environment,standardize the operation process,reduce the incidence of donation reaction and improve further the satisfaction degree of blood donors.