摘要
Abstract
Objective To investigate the status of donation complaint and dispute among national blood collection and supply institutions during the period from 2012 to 2014.Methods The questionnaire survey was conducted in 354 blood collection and supply institutions from all over the country,including 32 blood centers and 322 central blood stations.Excel 2003 was used for entering the raw enumeration data.Data anaysis was carried out using SPSS 17.0 statistical software.Results A total of 217 blood collection and supply institutions provided effective feedback,including 24 blood centers and 193 central blood stations.The donation complaint rate from 2012 to 2014 was 0.032％,0.031％,and 0.027％,respectively (x2 =41.171,P=0.000).The main complaint causes were due to souvenirs,donation discomfort,service attitude and technique.The average amount of compensation per dispute case from 2012 to 2014 was 2 695,1 869,and 1 863 RMB,respectively.Both the donation complaint rate and the average amount of compensation per dispute case of 24 blood centers were lower than those of 193 central blood stations.Conclusion More efforts for blood collection and supply institutions should be dedicated to increase the donor satisfaction degree by enhancing service ability and phlebotomy technique,improving the environment of donation and the quality of souvenir,decreasing the rate of donation reaction,giving donors better experiences for donation service quality based on responsiveness,tangible goals,reliability,assurance and empathy.It is necessary to standardize the process of complaint reception,handle the complaints and disputes timely and effectively,improve the problems and shortcomings continually,and minimize the negative impacts.关键词
采供血机构/献血者满意度/服务质量/献血投诉/纠纷Key words
blood collection and supply institution/donor satisfaction degree/service quality/donation complaint/dispute分类
医药卫生
