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目的:通过满意度调查,提高血站与医院的沟通效果,及时解决供血中出现的问题,保障临床输血安全。方法:由宁波市中心血站统一设计问卷,内容包括工作人员服务态度、礼貌用语、技术水平及血液制品质量安全,2003-2011年每半年向44家医院进行1次问卷调查。结果:2003-2011年44家医院问卷回收率为97.1%,综合满意度97.3%,工作人员服务态度、礼貌用语、技术水平及血液制品质量安全满意度分别为97.8%、96.9%、97.3%、97.2%;三级医院、二级医院、一级医院满意度分别为97.3%、97.2%、97.4%。结论:科学合理地开展医院满意度调查,改进血站服务方式,能有效提高血站服务水平,确保临床输血安全。
OBJECTIVE: To improve the communication between blood stations and hospitals by means of satisfaction surveys and solve the problems in blood supply timely to ensure the safety of clinical blood transfusion. Methods: A questionnaire was designed by Ningbo Central Blood Station. The questionnaire consisted of staff attitude, polite language, technical level and quality and safety of blood products. A questionnaire survey was conducted to 44 hospitals every half year from 2003 to 2011. Results: The questionnaire recovery rate was 97.1% and overall satisfaction rate was 97.3% in 44 hospitals in 2003-2011. The attitude of staff service, politeness, technical level and quality and safety of blood products were 97.8%, 96.9% and 97.3%, respectively. 97.2%. The satisfaction levels of tertiary hospitals, secondary hospitals and primary hospitals were 97.3%, 97.2% and 97.4% respectively. Conclusion: To carry out the hospital satisfaction survey scientifically and reasonably and to improve the service mode of blood bank can effectively improve the service level of blood bank and ensure the safety of clinical blood transfusion.