无偿献血客服平台献血者满意度调查分析

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英文篇名：Blood Donor Satisfaction Survey and Analysis Based on the Customer Service Platform 作者：张进 英文作者：ZHANG Jin;Center Blood Station of Qingdao City; 关键词：无偿献血 ; 客服平台 ; 献血者 ; 满意度 英文关键词：Voluntary Blood Donation;;Customer Service Platform;;Blood Donors;;Satisfaction 中文刊名：WSJG 英文刊名：Chinese Health Quality Management 机构：青岛市中心血站; 出版日期：2019-01-28 出版单位：中国卫生质量管理 年：2019 期：v.26;No.146 基金：青岛市卫计委项目(2015-WJZD121) 语种：中文; 页：WSJG201901045 页数：2 CN：01 ISSN：61-1283/R 分类号：134-135

摘要

目的了解献血者对献血服务工作的满意度情况,为进一步提升献血服务水平提供改进方向。方法运用无偿献血客服平台开展献血者满意度调查,2016年1月-2017年12月共发送调查短信216 960条。同时,对回复不满意的献血者进行电话回访。结果献血者短信回复比例为49.25%。有0.19%的献血者对献血服务过程不满意,主要集中在服务态度、服务质量、服务技术等方面。不满意的献血者再次献血意愿明显低于满意的献血者。结论将满意度调查结果作为提升献血服务质量的支撑数据,采供血机构可以及时关注到献血者需求和期望,使服务超越献血者期望,最终逐步壮大固定献血者队伍,确保血液安全。
        Objective To investigate the satisfaction of blood donors on blood donation services and to provide improved directions for further improvement of blood donation services. Methods The blood donation satisfaction survey was conducted using the voluntary blood donation customer service platform.A total of 216 960 blood donors who participated in blood donation in the blood bank of Qingdao downtown from January 2016 to December 2017 were sent a survey message.Furthermore,telephone interview were carried out among blood donors with dissatisfaction. Results The response rate to text messages by blood donors was 49.25%.Only 0.19% of blood donors were dissatisfied with the blood donation service process,mainly focusing on service attitude,service quality and service technology.Unsatisfied blood donors had a lower willingness to donate blood than satisfied blood donors. Conclusion The satisfaction survey results were used as data support for improving the quality of blood donation services.The blood collection and supply institutions can timely pay attention to the needs and expectations of blood donors and ensure that the services exceed the expectations of blood donors,and finally gradually strengthen the team of fixed blood donors to ensure blood safety.

引文

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