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目的客观评价医院客户对采供血服务的满意程度,为改进采供血服务提供依据。方法采用“匿名通信”的方式,调查38所三级综合性医院医务科、输血科及临床科室对血液供应、血站服务和血液质量的满意情况。结果 214名调查对象对血液供应、血站服务、血液质量的满意率分别为28.50%、68.69%、98.6%,平均满意率为65.26%。对血站服务不满意的主要原因分别是:解决问题不及时(29.85%)、互助献血(26.87%)、送血不及时(10.45%)。对血液供应不满意的主要原因分别是常年和季节性供应不足(60.78%),血液品种、血型的供应不平衡(58.17%)。结论供应不足是目前影响医院客户对采供血服务满意度的最主要因素。现阶段改进采供血服务的核心是提高血液采集能力、增加血液供应量,同时优化血液供应品种及血型结构,减少和控制互助献血的比例。
Objective To objectively evaluate the satisfaction of hospital customers with blood collection and delivery services and provide basis for improving blood collection and blood supply. Methods The “Anonymous Communication” method was used to investigate the satisfaction with blood supply, blood bank service and blood quality in medical departments, blood transfusion departments and clinical departments in 38 tertiary general hospitals. Results The satisfaction rates of 214 subjects with blood supply, blood service and blood quality were 28.50%, 68.69% and 98.6%, respectively. The average satisfaction rate was 65.26%. The main reasons for being dissatisfied with the blood service were: not solving the problem in time (29.85%), helping each other (26.87%) and not sending blood in time (10.45%). The main reasons for the dissatisfaction with the blood supply were the perennial and seasonal supply (60.78%), the blood supply and blood type imbalance (58.17%). Conclusion The current shortage of supply is the most important factor that affects hospital customers’ satisfaction with blood collection and delivery services. At this stage, the core of improving blood collection and delivery services is to increase blood collection capacity, increase blood supply, optimize blood supply and blood type structure, and reduce and control the proportion of blood donation.