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目的分析献血者的抱怨、投诉,采取措施,提升服务,让献血者满意,从而促进无偿献血工作持续健康地发展。方法收集广西血液中心2008～2012年6月期间的献血者抱怨、投诉内容进行统计分析。结果纪念品问题占40.17%,是抱怨、投诉的主要问题,其次是献血环境,用血返还,服务态度和操作技术等。结论应鼓励并引导献血者投诉,以便及时发现和解决问题,为献血者提供最优质的服务,确保无偿献血工作持续健康地发展。
Objective To analyze the complaints and complaints of blood donors, take measures to improve services and satisfy blood donors so as to promote the sustained and healthy development of blood donation. Methods The blood donors’ complaints in Guangxi Hematology Center from 2008 to June 2012 were collected, and the contents of the complaints were analyzed statistically. Results The souvenir problem accounted for 40.17% of the total complaints and complaints, followed by the blood donation, repatriation of blood, service attitude and operating skills. Conclusion Blood donors should be encouraged and induced to complain in order to find and solve problems in time, provide blood donors with the best quality service, and ensure the continuous and healthy development of blood donation.