Management
Li-wei Zhu, Senior Medical laboratory technician
Zhejiang Provincial Blood Center, Zhejiang, China (People's Republic)
A total of 626 complaints from dissatisfied blood donors were collected through telephone follow-ups spanning from 2020 to 2023. The Healthcare Complaints Analysis Tool (HACT) was utilized to encode and statistically analyze the complaints. A three-level framework for classifying blood donors' complaints was established, and frequency-correlation analysis was conducted.
Results/Findings:
The problem value index (PVI) for quality and safety issues was 40.11%, representing the highest value in the primary classification. Within the secondary classification, the PVI for problems related to blood donation service quality was 38.68%, also ranking as the highest. The combined PVI of five specific problems in the tertiary classification, encompassing puncture and nursing technology, service attitude, communication and comfort, organizational management or processes and blood donation environment accounted for 79.34% of the total. These issues were identified as the key problems contributing to blood donors' dissatisfaction.
Conclusions:
By conducting SMS surveys to assess blood donors' satisfaction and utilizing telephone follow-ups for dissatisfied blood donors, a more comprehensive understanding of blood donors' evaluations and complaints regarding blood donation services was obtained. Through ongoing improvements in collection technology, prioritizing respect and care for blood donors, enhancing communication, optimizing processes, and implementing other measures, the identified key problems leading to blood donors' dissatisfaction can be addressed. This will result in a continuous and effective enhancement of the quality of blood donation services.