摘要
目的:探讨如何从管理角度降低献血者抱怨与投诉提高献血者对无偿献血的忠诚度。方法:收集1999年4月至2009年4月期间,通过电话、信件、现场及来人记录的107例抱怨投诉资料。采用回顾性资料分析,从献血者和采供血机构两方面分析抱怨投诉情况。结果:献血者被拒在107例抱怨投诉中,因献血者自身原因如献血年龄、献血间隔期、疾病等而未能参加献血引起的抱怨投诉共61例,占总数的57.01%。献血服务方面的抱怨投诉有46例,占总数的42.99%。结论:推行无偿献血制度,宣传教育是重中之重,让人们在充分了解献血法规、血液生理知识、献血要求、献血常识、免费用血政策等的基础上,对无偿献血工作给予更多的理解和支持,以减少抱怨投诉;对工作人员定期进行职业道德和穿刺技能培训及礼仪培训,提高业人员的沟通能力。树立"以顾客为关注焦点"的理念,把优质服务贯穿于献血全过程。
Objective：To explore how to reduce the complain and improve loyalty of blood donors form management point of view. Methods： From Apr 1999 to Apr 2009,107 complaints were collected by telephone, letter or mail, coming live and recording in which complaints information were retrospectively analysed from blood donors and blood collection agencies. Results： It was 57.01% that blood donors were refused in 107 complaints because of age of blood donors, blood donation intervals, diseases and etc.There was 46 （42.99%） complaints in blood donation services. Conclusion： Publicity and education are very important to carting out uncompensated blood donation system in order to give more understandings and supports, and reduce complaints based on fully understanding blood donation regulations, blood donation requirements, knowledge about blood donation, fl＇ee blood policy and etc. Professional ethics, puncture skills training and etiquette training for staff are regularly performed and staff communication skills need improvement, which can establish ＂customer focus＂ concept throughout the whole process of blood donation service.
出处
《甘肃医药》
2012年第2期92-94,共3页
Gansu Medical Journal
关键词
献血者
抱怨投诉
培训
服务
blood donor
complaints
training
service
