医疗卫生服务意见分析工具在献血者意见分析中的应用.pdfVIP

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医疗卫生服务意见分析工具在献血者意见分析

中的应用

Analysis of Blood Donor Complaints Based on Healthcare 

Complaint Analysis Tool

□朱立苇ZHULi-wei 韩浙东HANZhe-dong 郑茵红ZHENGYin-hong 杨文婷YANGWen-ting 应晓YINGXiao

丁威DINGWei 潘凌凌PANLing-ling

摘要Abstract

目的通过献血者意见的精确分类，识别关键问题，为提高献血者满意度提供建议。方法2020—2023年不满

意献血者的电话回访记录共收集626条意见，建立和应用医疗卫生服务意见分析工具(HACT)进行信息编码和统计，

构建三级分类框架，并进行频数-相关性分析。结果一级分类和二级分类中价值指数(PVI)最高的问题分别为质

量与安全和献血服务质量，三级分类中穿刺和护理技术、服务态度、沟通和安抚、组织管理或流程、献血环境5

类具体问题是导致献血者不满意的关键问题。结论通过短信调查和不满意回访，较为全面获取献血者对献血服务

的评价及意见，通过不断提高采血技术水平、强调对献血者的尊重和关爱、加强沟通交流、优化流程等措施，解

决导致献血者不满意的关键问题。

ObjectiveToidentifykeyissuesthroughpreciseclassificationofblooddonorsopinionsandprovidesuggestions

forimprovingblooddonorssatisfaction.MethodsFrom2020to2023,atotalof626complaintswerecollectedfromthe

telephonecall-backrecordsofdissatisfiedblooddonors.Thehealthcarecomplaintsanalysis(HACT)wasestablished

andappliedforinformationcodingandstatistics,athree-levelclassificationframeworkwasconstructed,andfrequency

correlationanalysiswasconducted.ResultsThehighestvalueindex(PVI)wasqualityandsafetyofblooddonationservicein

thefirstandsecondcategories,respectively.Punctureandnursingtechnology,serviceattitude,communicationandcomfort,

organizationmanagementorprocess,andblooddonationenvironmentinthethirdcategorywerethekeyproblemsleading

todissatisfactionofblooddonors.ConclusionThroughtheSMSsurveyandunsatisfactoryreturnvisit,theevaluationand

opinionsofblooddonorsonblooddonationservicewereobtainedinamorecomprehensiveway,andthekeyproblemsleading

todonordissatisfactionweresolvedthroughmeasuressuchascontinuouslyimprovingthetechnicallevelofbloodcollection,

emphasizingtherespectandcarefordonors,strengtheningcommunicationandoptimizingtheprocess.

关键词 Key words：献血服务Blo