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目的通过对2种不同献血者满意度调查方式进行分析,了解不同调查方式的优点和不足,以便选择合适的调查方式获得客观的调查结果,从而促进服务质量的进一步提升。方法 2015年1-3月分别采用本站专人电话调查和委托第3方电话调查进行献血者满意度调查。结果两者得到的调查结果有统计学差异,委托第3方电话调查所得的满意度分值(91.9±5.07),较本站专人电话调查低(97.1±1.85),且委托第3方进行电话调查收集的意见及建议(n=113),明显多于本站专人电话调查(n=29)。结论委托第3方电话调查能更好地了解献血者感受和收集到真实意见,满意度评价比较客观,对工作更有促进作用。
Objective By analyzing the satisfaction survey of two different blood donors, we can understand the advantages and disadvantages of different survey methods in order to select the appropriate survey methods to obtain the objective findings and further promote the quality of service. Methods From January to March 2015, we surveyed the satisfaction of blood donors by using the telephone survey of this site and the commissioning of 3 rd party telephone survey respectively. Results There was a statistically significant difference between the two surveys. The Satisfaction Score (91.9 ± 5.07), which was obtained from the third-party telephone survey, was lower (97.1 ± 1.85) than the survey by telephone and the third party was commissioned to make phone calls The survey collected opinions and suggestions (n = 113), significantly more than the survey by hand phone (n = 29). Conclusion The commissioned third party telephone survey can better understand the feelings of blood donors and collect real opinions. The evaluation of satisfaction is more objective and more helpful to work.