|
Responding to blood donor feedbacks in Tehran Blood Transfusion Center, 2005-2010
|
S.M. Mirrezaie   , B. Hajibeigi , H. Ahangari , M. Jamali , HR. Saber , E. Salek Moghadam , M. Zeidi , A. Abasian , M. Moslemi , S. Mahmoudi |
|
|
| Keywords: Blood Donation, Feedback, Blood Transfusion, Iran |
|
|
Full-Text [PDF 304 kb]
(2828 Downloads)
| Abstract (HTML) (10518 Views)
|
Type of Study: Research |
Subject:
Blood transfusion medicine
Published: 2013/08/14
|
|
|
|
|
|
|
Full-Text: (6827 Views) |
References :
- Devine D, Goldman M, Engelfriet CP, Reesink HW, Hetherington C, Hall S, et al. Donor recruitment research. Vox Sang 2007; 93(3): 250-9.
- Susskind AM. Consumer Frustration in the Customer-Server Exchange (CSX): The Role of Complaint Attitudes and Information Sufficiency Related to Service Failures. Journal of Hospitality and Tourism Research 2004; 28(1): 21-43.
- Blodgett JG, Wakefield KL, Barnes JH. The effects of customer service on consumer complaining behavior. Journal of Services Marketing 1995; 9(4): 31-42.
- Kakhki M, Emami H, Oodi A, Rajabpoor Niknam F, Javanbakht AM. Satisfaction evaluation of blood donors of Iranian Blood Transfusion Organization in 2003. Sci J of Blood Transfus Organ 2007; 3(5): 405-11. [Article in Farsi]
- Mattila S, Lundqvist P, Gröningsson P, Meikle P, Stathakis R, Fransson C, et al. Abundances and density structure of the inner circumstellar ring around SN 1987A. The Astrophysical Journal 2010; 717(2): 1140-56.
- Blodgett JG, Granbois DH, Walters RG. The effects of perceived justice on complainants’ negative word-of-
mouth behavior and repatronage intentions. Journal of Retailing 1993; 69(4): 399-428.
- Anderson EW, Sullivan MW. The antecedents and consequences of customer satisfaction for firms. Marketing Science 1993; 12(2): 125-43.
- Anderson, EW, Fornell C, Lehmann DR. Customer satisfaction, market share, and profitability; findings from Sweden. Journal of Marketing 1994; 58(3): 53-66.
- Young A. Responding effectively to blood donor feedback; 2009. Avaliable from: http:// www. nhsbt. nhs.uk/downloads/board_papers/mar09/responding_to_blood_donor_feedback_09_26.pdf.1
- Misje AH, Bosnes V, Gåsdal O, Heier HE. Motivation, recruitment and retention of voluntary non-remunerated blood donors: a survey-based questionnaire study. Vox Sang 2005; 89(4): 236-44.
- International Society of Blood Transfusion Working Party on Haemovigilance. Working Group on Complications Related to Blood Donation; 2008. Avaliable from: http:// www. basg. at/ uploads/ media/110207_StandardSurveillanceDOCO.pdf
|
Sci J Iran Blood Transfus Organ 2013; 10 (1): 1-11
|
Responding to blood donor feedbacks in
Tehran Blood Transfusion Center, 2005-2010
Mirrezaie S.M.1,2, Hajibeigi B. 1,2, Ahangari H. 1,2, Jamali M. 1, Saber H.R. 1,2,
Salek Moghadam E. 1,2, Zeidi M. 1,2, Abasian A. 1,2, Moslemi M. 1,2, Mahmoudi S. 1,2
1Blood Transfusion Research Center, High Institute for Research and Education in Transfusion Medicine, Tehran, Iran
2Tehran Regional Educational Blood Transfusion Center, Tehran, Iran
Abstract
Background and Objectives
The most important factor for blood donor loyalty is the staff attitude and blood center approach. Blood donor return rate is associated with donor satisfaction and complaint follow up rates.
Materials and Methods
In a retrospective study from 2005 to 2010, we evaluated all complaints in Tehran Blood Transfusion Center. SPSS version 19.5 was applied for statistical analysis.
Results
A total number of 468 complaints were evaluated; 43(9%) and 425 (91%) cases pertained to female and male blood donors, respectively. The most frequent complaint was about blood donor rejection. Blood donation department was the target of the highest percentage of complaints. In 91.5% of cases, complaints were followed. The highest level of follow up was seen for blood donation complications (98%).
Conclusions
Since the highest percentage of complaints was addressed to blood donation department and pertained to the donor rejection, awareness raising attempts about eligibility criteria would remove most complaints.
Key words: Blood Donation, Feedback, Blood Transfusion, Iran
Received: 24 Sep 2011
Accepted: 26 Mar 2012
Correspondence: Mirrezaie S.M., MD. Specialist in Community Medicine. Blood Transfusion Research Center, High Institute for Research and Education in Transfusion Medicine and Tehran Regional Educational Blood Transfusion Center.
P.O.Box: 14166-13141, Tehran, Iran. Tel: (+9821) 88963034; Fax: (+9821) 88959096
E-mail:
Mirrezaie78@gmail.com
|
|
| Send email to the article author |
|
|
|
| Add your comments about this article |
|
|
|
|
Mirrezaie S, Hajibeigi B, Ahangari H, Jamali M, Saber H, Salek Moghadam E, et al . Responding to blood donor feedbacks in Tehran Blood Transfusion Center, 2005-2010. Sci J Iran Blood Transfus Organ 2013; 10 (1) :1-11 URL: http://bloodjournal.ir/article-1-734-en.html
|
.jpg)
.png)
