献血过程中情景对话对献血者体验效果的影响

The influence of scene dialogue on the experience of blood donors during blood donation

目的 探讨在改进献血服务过程中多次使用情景对话对无偿献血者献血体验的影响效果。方法 2019年9~11月以调查问卷的形式对本中心献血者实施调研,回归分析献血体验的影响因素;依据影响因素对献血服务实施方向性改进。对照改进前后调研数据,评估以情景对话为核心的献血服务新措施对改善献血体验所发挥的效能。结果 两次调研先后收回有效问卷304份和187份。回归分析首次调研数据,得出影响献血体验的主要因素有:情感、价值、身体和服务。情感体验的回归系数为2.587(OR=13.292),依此证据对献血服务实施改进,其核心策略是通过多次情景对话,增加与献血者的情感沟通,实现对献血者的心理支持。措施前后数据对照结果:情感体验(3.490±0.879、3.754±0.771)、价值体验(3.461±0.957、3.722±0.854)、服务体验(3.355±0.908、3.663±0.909)得以提升(F=9.365~23.025,P均<0.01)。对照分析说明:献血服务的方向性改进有效改善了献血者的捐献体验(χ~2=4.776,P<0.05)。结论 增加与献血者的语言情景对话是采血机构改善献血者捐献体验的有效途径。它有助于献血者对献血产生正面评价,从而使献血者的回归意愿增强。

Objective To explore the effect of repeated use of situational dialogues in the process of blood donation of voluntary blood donors. Methods From September to November 2019, blood donors in the center were investigated in the form of questionnaire, and the influencing factors of blood donation experience were analyzed by regression analysis.The direction of blood donation service should be improved according to the influencing factors.Compared with the survey data before and after the improvement, the effectiveness of the new blood donation service measures, centering on the situation dialogue, on improving blood donation experience was evaluated. Results A total of 304 and 187 valid questionnaires were returned from the two surveys. Regression analysis of the data from the first study revealed that the main factors affecting the blood donation experience were emotion, value, body and service. The regression coefficient for emotional experience was 2.587(OR=13.292). Based on this evidence, improvements were implemented to the blood donation service, and the core strategy was to increase emotional communication with blood donors through multiple situational dialogues to achieve psychological support for blood donors. The results of the comparison of the data before and after the measure were as follows: emotional experience 3.490±0.879 vs. 3.754±0.771, value experience 3.461±0.957 vs. 3.722±0.854, and service experience 3.355±0.908 vs. 3.663±0.909;all were improved(F=9.365~23.025, P<0.01 for all). The control analysis illustrated that the improved orientation of the blood donation service was effective in improving the donor experience(χ~2=4.776, P<0.05). Conclusion Increasing verbal situational dialogues with blood donors is an effective way for blood centers to improve donors′ donation experience, which helps donors to develop a positive evaluation of blood donation and leads to an increased intention to return.