摘要
目的了解宜昌地区无偿献血者的满意度情况,分析存在问题,探索改进对策。方法对2016年7月1日—2017年12月31日在宜昌市中心血站固定及流动献血点献血的77 096人以电话及短信的方式进行回访,并对回访结果进行分类汇总分析。结果共发出回访短信77 096条,收到回复38 908条,调查回复率为50.47%。在有效回复中,满意为38 662条,满意度为99.37%;基本满意176条,不满意29条,不满意度为0.53%;有41条回复未作出评价。在不满意回复中,献血服务水平占77.07%。结论有针对性地提高献血服务水平,从而提高献血满意度,保留固定献血者,促进献血事业发展。
Objective To investigate the donor satisfaction status in Yichang and analyze the existing problems and propose countermeasures. Methods A total of 77 096 voluntary blood donors donating from July 1,2016 to December 31,2017 were investigated by telephone and text messages. The results were analyzed. Results A total of 77 096 messages were sent and 38908 answers were made. The response rate was 50. 47%. In the valid responses,38 662 reported satisfaction with a satisfaction rate of 99. 37%. 176 reported somewhat satisfied and 29 reported not satisfied（ 0. 53%）. 41 responses fail to give valid evaluation. In the unsatisfactory responses,blood donation service issues accounted for 77. 07%. Conclusion For retaining the regular blood donors and promoting the development of blood donation,the blood donation service quality should be enhanced pertinently to improve donors satisfaction.
作者
扬丽
陈健
周定红
YANG Li;CHEN Jian;ZHOU Ding hortg(Yichang Blood Center,Yichang 443003,China;Yichang Central People＇s Hospital ＆ The First College of Clinical Medical Science.)
出处
《中国输血杂志》
CAS
2018年第6期655-657,共3页
Chinese Journal of Blood Transfusion
关键词
服务质量
献血满意度
献血者
改进策略
blood donation service quality
donors satisfaction
voluntary blood donors
strategies for improvement
