无关献血不良反应的全血献血者投诉受理情况分析

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摘要目的调查分析北京地区无关献血不良反应的全血献血者投诉现状和产生原因。方法本研究为回顾性研究，对2012～2018年献血投诉受理和处置原始记录收集整理，对无关献血不良反应的全血献血者投诉案例使用Excel 2007录入原始数据。采用直接计数法汇总，按投诉处理效果对投诉进行一般性和严重性分类分析；对严重性投诉人群与一般献血人群的首次献血比例、性别比等数据作统计学分析；对投诉原因分类汇总并计算构成比。结果共受理494例无关献血不良反应的全血献血者投诉，年均投诉率为2.84/10 000。严重性投诉事件215起，其中首次献血者是重复献血者的1.871倍，男性是女性的1.53倍（P ＜ 0.05）。首位投诉原因服务质量占50.7%。严重性投诉的献血者经回访再次献血率为16.3%，其他原因的投诉献血者再次献血率为0%～36%，差异有高度统计学意义（P ＜ 0.01）。结论献血者年投诉率呈上升趋势。首次献血者更容易产生投诉，男性比女性更容易产生不满情绪。投诉原因多样，投诉原因影响献血者再次献血。

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	高波郭成城毕岐勇林姣邱艳

关键词 ：献血投诉, 服务质量, 献血者满意度, 医学伦理

Abstract：Objective To investigate the situation and causes of whole blood donor complaints with unrelated adverse blood donation reactions in Beijing. Methods This was a retrospective study. The original records and disposed of complaints during the period from 2012 to 2018 were collected and collated, while the original data for the complaints of whole blood donors with unrelated blood donation adverse reactions were entered in Excel 2007. The general and severity of complaints according to the effect of complaint processing were analyzed by direct counting method to summarize; the data of the ratio of first blood donation and sex ratio between the serious complaints were statistically analyzed; the reasons for complaints were classified and summarized, while the composition ratio was calculated. Results A total of 494 complaints from whole blood donors with unrelated blood donation adverse reactions were received, and the average annual complaint rate was 2.84/10 000. There were 215 serious complaint incidents, of which the first blood donor were 1.871 times that of repeated blood donors, and the male were 1.53 times as many as females (P ＜ 0.05). The service quality of the first complaint accounted for 50.7%. The blood donation rate of blood donors with serious complaints was 16.3% after return visit, and the blood donation rate of blood donor complaints with other reasons was 0% to 36%, and the difference was highly statistically significant (P ＜ 0.01). Conclusion The annual complaint rate of blood donors is on the rise. First-time blood donors are more prone to complaints, and men are more prone to dissatisfaction than women. Complaint reasons are diverse, and complaint reasons affect blood donors to donate blood again.

Key words： Blood donation complaint Quality of service Blood donor satisfaction Medical ethic

基金资助:北京市卫生系统高层次卫生技术人才培养计划项目（2013-3-101）。

通讯作者: 邱艳（1967.11-），女，博士，主任技师，研究员；研究方向：输血技术和输血医学。

作者简介: 高波（1971.1-），男，副主任技师；研究方向：血液质量管理。

引用本文:

高波郭成城毕岐勇林姣邱艳. 无关献血不良反应的全血献血者投诉受理情况分析[J]. 中国医药导报, 2020, 17(18): 64-67.
GAO Bo GUO Chengcheng BI Qiyong LIN Jiao QIU Yan. Analysis on whole blood donor complaints with unrelated blood donation adverse reactions. 中国医药导报, 2020, 17(18): 64-67.

链接本文:

http://www.yiyaodaobao.com.cn/CN/ 或 http://www.yiyaodaobao.com.cn/CN/Y2020/V17/I18/64

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