THỰC TRẠNG SỰ HÀI LÒNG CỦA NGƯỜI HIẾN MÁU VỚI NHÂN VIÊN LẤY MÁU TẠI CÁC ĐIỂM HIẾN MÁU LƯU ĐỘNG, VIỆN HUYẾT HỌC - TRUYỀN MÁU TRUNG ƯƠNG NĂM 2025

Abstract

Objectives: (1) To describe the characteristics and the levels of donor satisfaction with phlebotomy staff at mobile blood donation sites; and (2) To analyze differences in donor satisfaction and loyalty scores across selected donor characteristics, as well as to evaluate the correlations among donor convenience, satisfaction, and loyalty.

Subjects and methods: A cross-sectional descriptive study was conducted among 1,194 blood donors. Satisfaction, convenience, and loyalty were assessed using the CSAT, CES, and NPS, respectively. Data were analyzed using SPSS 20.0 with t-test, ANOVA, and Pearson correlation; statistical significance was set at p < 0.05.

Results: CSAT scores for service attitude, communication and information support, and professional competence were 98.3%, 97.7%, and 98.3%, respectively. The mean CES score was 6.26/7, and the NPS was 85.3%. Mean satisfaction scores differed significantly by occupation (p = 0.006). Mean loyalty scores differed significantly by occupation (p = 0.025) and number of previous blood donations (p < 0.001). CES, CSAT, and NPS showed positive and statistically significant correlations (p < 0.001).

Conclusions: Blood donors reported high levels of satisfaction, convenience, and loyalty toward phlebotomy staff at mobile blood donation sites. Mean satisfaction scores differed by occupation, while mean loyalty scores differed by occupation and number of previous blood donations.