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目的通过对献血者进行满意度调查分析,掌握献血服务中存在的问题,及时沟通、解决问题,以期不断改进服务,最大限度地保留献血者。方法通过手机短信收集献血者不满意信息,电话跟踪不满意原因,并统计分析不满意回复。结果献血者的服务满意度为99.5%(29 234/29 384);在150条不满意回复中,对中心外出采血组不满意的人次最多,达到67次,占不满意回复的44.7%(67/150);按岗位统计,对护士的不满意率最高,按项目统计对服务态度不满意率最高。结论 2014年中心对献血者的服务满意度达到了质量目标的要求,但服务仍存在一定问题:外出采血因献血者相对集中,不满意最多,需合理规划、安排相关工作;应关注未做短信回复的献血者,尽可能保留献血者。
Objective To investigate and analyze the satisfaction of blood donors, grasp the problems in blood donation service, communicate in time and solve problems in order to continuously improve the service and keep the blood donors to the maximum extent. Methods We collected the dissatisfactory information of blood donors through SMS, and analyzed the reasons of dissatisfaction with the telephone tracking, and did not respond to the statistical analysis. Results Satisfaction with blood donors was 99.5% (29,234 / 29,384). Of the 150 unsatisfactory responses, those who were dissatisfied with the central outpatient blood group were the most frequent, reaching 67 times, accounting for 44.7% of the unsatisfied respondents (67 / 150); According to job statistics, the dissatisfaction rate of nurses is the highest, and the dissatisfaction rate of service attitude is the highest according to the project statistics. Conclusion In 2014, the service satisfaction of blood donors reached the goal of quality. However, the service still had some problems: the relative concentration of blood donors in out-going blood donation was not satisfied, and the related work should be planned and arranged reasonably; Recipients of blood donation, as far as possible to retain the blood donors.