论文部分内容阅读
目的调查2012-2014年期间全国采供血机构献血投诉纠纷情况。方法采用问卷调查的方式,对全国354家采供血机构(含32家血液中心和322家中心血站)进行调研。计数资料使用Excel 2003进行原始数据录入,SPSS17.0软件进行数据分析。结果共217家采供血机构(含24家血液中心,193家中心血站)反馈了有效的调研数据。2012-2014年献血投诉率分别为0.032%、0.031%和0.027%(χ2=41.171,P<0.05),献血投诉的主要原因为对纪念品不满意、献血后不适和对服务态度、技术等不满意;2012-2014年每例纠纷平均赔偿金额为2 695元、1 869元和1 863元。24家血液中心的献血投诉率和平均每例纠纷赔偿金额均低于193家中心血站。结论采供血机构应不断提高服务水平和采血操作技术,改善献血环境和纪念品的质量,减少献血反应的发生,提升献血者对服务质量反应性、有形性、可靠性、保证性和移情性的感受,提高献血者满意度。应规范献血投诉接待流程,及时有效地处理投诉和纠纷,持续改进问题和不足,将负面影响最小化。
Objective To investigate the dispute over blood donation in blood collection and delivery agencies in China during 2012-2014. Methods A total of 354 blood collection and supply institutions (including 32 blood centers and 322 blood centers) were surveyed by means of questionnaires. Count data using Excel 2003 for raw data entry, SPSS17.0 software for data analysis. Results A total of 217 blood collection and supply institutions (including 24 blood centers and 193 center blood stations) provided valid research data. The rates of blood donation complaints in 2012-2014 were 0.032%, 0.031% and 0.027%, respectively (χ2 = 41.171, P <0.05). The main reasons for the complaint of blood donation were dissatisfaction with souvenir, discomfort after donation and dissatisfaction with service attitude and technique ; The average amount of compensation for each dispute in 2012-2014 was 2,696 yuan, 1,869 yuan and 1,863 yuan. Blood donation complaint rate and the average amount of compensation for each case in 24 blood centers were lower than that of 193 center blood stations. Conclusion Blood collection and delivery institutions should continuously improve the service level and technique of blood collection, improve the quality of blood donation environment and souvenir, reduce the occurrence of blood donation reaction and enhance the reactivity, tangible, reliability, assurance and empathy Feel, improve blood donor satisfaction. The procedures of reception of blood donation complaints should be standardized, complaints and disputes should be promptly and effectively dealt with, problems and deficiencies should be continuously improved, and the negative impacts should be minimized.