献血者满意度对再次献血的影响分析

Influence of blood donors’ satisfaction on re-donation

目的 探讨无偿献血者的献血服务满意度与再次献血的关系。方法 选取2018年1月至2020年12月浙江省血液中心无偿献血者3 486人,采用计算机辅助面访(computer assisted personal interviewing, CAPI)和计算机辅助电话调查(computer assisted telephone interview, CATI)两种形式进行献血满意度调查,并跟踪调查其再次献血情况。结果 成分血献血者满意度得分显著高于全血献血者[(39.08±1.95)分比(38.50±2.62)分],差异有统计学意义(t=–6.217,P<0.05)。2018—2020年“献血环境”“献血前血液标本采集人员技术水平”的满意度逐年升高(94.99%升至96.52%,97.73%升至99.30%),差异有统计学意义(P<0.05)。再次献血人群满意度得分显著高于未再次献血人群[(38.82±2.25)分比(38.43±2.71)分],差异有统计学意义(P<0.05)。对献血环境、体检人员服务态度满意度低是造成献血者未再次献血的危险因素(OR=1.344,95%CI:1.151~1.545,P<0.001;OR=1.247,95%CI:1.009~1.542,P=0.041)。结论 通过改善献血环境和体检人员的服务态度可提高再次献血率。

Objective To explore the relationship between blood donation service satisfaction of non-remunerated blood donors and blood re-donation. Methods From January 2018 to December 2020, 3 486 non-remunerated blood donors in Blood Center of Zhejiang Province were investigated by computer assisted telephone interview(CATI) and computer assisted personal interviewing(CAPI). The first-time blood donors were followed up to see if they would re-donate. Results The satisfaction score of component blood donors was significantly higher than that of whole blood donors [(39.08±1.95) scores vs.(38.50±2.62) scores, t=–6.217, P<0.05]. From 2018 to 2020, the satisfaction degree of "blood donation environment" and "technical level of blood specimen collection personnel before blood donation" increased year by year(94.99% to 96.52%, 97.73% to 99.30%), and the difference was statistically significant(P<0.05).The satisfaction score of re-blood donors was significantly higher than that of non-re-blood donors [(38.82±2.25)scores vs.(38.43±2.71) scores, P<0.05]. Low satisfaction with the environment of blood donation(OR=1.344, 95%CI:1.151-1.545, P<0.001) and the service attitude of physical examination personnel(OR=1.247, 95%CI: 1.009-1.542,P=0.041) were the risk factors for non-re-blood donation. Conclusions The blood re-donation rate can be elevated by improving the blood donation environment and the service attitude of the physical examination personnel.