How to manage complaints in blood centers: a management mode based on healthcare complaint analysis tool
Journal Title: Chinese Journal of Blood Transfusion - Year 2024, Vol 37, Issue 3
Abstract
Objective To investigate and analyze the current situation of blood donors’ complaints in Changsha Blood Center, find out the reasons and characteristics of the complaints, aimed at improving the satisfaction of blood donors and the quality of blood donation service. Methods The healthcare complaint analysis tool (HCAT) was used to encode and statistically analyze the complaints against our center from 2020 to 2022, and then a three-level framework for complaint management classification was constructed. Results Blood donors had relatively more appeals to the management of primary classification, accounting for 61.77%(126/204). For secondary classification, complaints mainly focused on the working system and process, accounting for 24.02%(49/204), and the problems related to policies and regulations such as free blood use and voluntary blood donation incentive mechanism, accounting for 22.55%(46/204), and the problems related to environment and facilities such as the adjustment of blood donation centers and blood donation time was not announced timely and not updated synchronously on the Baidu map, accounting for 15.2%(31/204). Conclusion In response to the demands of blood donors, blood centers should optimize the working process and improve the service model of " Internet + voluntary blood donation" and the service awareness of the staff. Further more, the complaint process should be gradually improved to solve the demands of blood donors in time.
Authors and Affiliations
Haiyan WEN, Quanbin HOU
Keywords
Related Articles
- EP ID EP738786
- DOI 10.13303/j.cjbt.issn.1004549x.2024.03.013
- Views 53
- Downloads 0
Research progress of IgM-enriched human intravenous immunoglobulin products
Comparing with conventional human intravenous immunoglobulin products (hIVIG), IgM-enriched hIVIG have more advantages in the neutralization of pathogens and related toxins, the regulation of complement activity, secreti...
Enhancing the sensitivity of HIV DNA detection: a magnetic bead-based method
Objective To establish a magnetic bead enrichment strategy for the detection of human immunodeficiency virus deoxyribonucleic acid (HIV DNA) in peripheral blood, and to verify the improvement of the sensitivity of this m...
Genetic analysis of a serologically weak D phenotype caused by the p. R191G variant of the RHAG gene
[Objective] To analyze the molecular mechanism of a serologically weak D phenotype caused by RHAG gene variation. [Methods] The full coding and flanking regions of RHD, RHCE and RHAG genes of the serologically weak D phe...
Blood transfusion delay occurred in one primary hospital and reformative measures: Case report
Objective To reduce the occurrence of blood transfusion delay in primary hospitals, so as to optimize the transfusion process to ensure the blood transfusion safety. Methods Root cause analysis(RCA) was carried out to ev...
Molecular mechanism of ABO bood group variation
Objective To study the relationship between ABO subtype, para-Bombay blood group and genotype, so as to explore the possible molecular mechanism of these two blood groups, and provide accurate genetic detection targets a...