Development of a blood donor satisfaction questionnaire (BDSQ)

Trovão, Ana Carolina Garcia Braz; Zucoloto, Miriane Lucindo; Martinez, Edson Zangiacomi

doi:10.1016/j.htct.2019.09.004

Acessibilidade / Reportar erro

Brasil

Hematology, Transfusion and Cell Therapy

Español English

Brasil

Español English

sumário « anterior atual seguinte »

Sumário

Original article • Hematol., Transfus. Cell Ther. 42 (4) • Oct-Dec 2020 • https://doi.org/10.1016/j.htct.2019.09.004 copy

Development of a blood donor satisfaction questionnaire (BDSQ)

Authorship SCIMAGO INSTITUTIONS RANKINGS

ABSTRACT

Objective:

To develop a self-reporting questionnaire, namely the Blood Donor Satisfaction Questionnaire (BDSQ) in Brazilian Portuguese, to assess the blood donor satisfaction with the service provided by a blood bank.

Method:

This study was carried out in three stages: 1) a preliminary version of the instrument was proposed, based on a revision of a previous questionnaire and consideration of the focus groups blood donor perceptions; 2) a content validation to assess the relevance of the items, clarity, domain structure and comprehensiveness of the satisfaction measurement, and; 3) a pre-test of the instrument using a sample of blood donors. All the stages of the research were performed at the Regional Hemotherapy Center in Franca, São Paulo, Brazil.

Results:

The 25-item BDSQ being proposed has an additional question on overall satisfaction. Responses to items are presented on a five-point scale, including a neutral answer. The BDSQ has three domains: accessibility and convenience, technical aspects, and interpersonal aspects.

Conclusion:

The application of the BDSQ has shown that it can be a useful tool in generating information for managers on specific aspects of blood bank services which need to be improved, monitored or maintained, aiming to provide a service which meets the blood donor expectations and makes him or her feel satisfied with the care received.

Keywords:
Blood donors; Satisfaction; Questionnaires

Items	CVR	FVI	Need for revision	Suggestions for change	Suggestions for exclusion	Conclusion
1. Facility to reach the blood donation center	0.00	0.75	yes	yes	no	Revised, but not modified
2. Reception service provided by the staff	1.00	0.75	yes	yes	no	Revised, but not modified
3. Care provided by the professional in the pre-screening step (who measured my blood pressure before the interview)	0.83	0.58	yes	yes	no	Modified
4. Time I had to wait to be called for interview (after pre-screening)	0.50	0.42	yes	yes	no	Modified
5. Kindness of the interviewer before blood donation (pre-screening time)	0.83	0.83	yes	yes	no	Revised, but not modified
6. Comfort of the room where I have been waiting to be called to donate blood	0.50	0.25	yes	yes	no	Modified
7. Cleaning of the room where I have been waiting to be called to collect blood	1.00	0.50	no	no	no	APPROVED without review
8. Time I had to wait until being called to enter the blood collection room	0.67	0.50	yes	yes	no	Modified
9. Kindness of the professional who collected my blood	1.00	0.83	yes	yes	no	Revised, but not modified
10. Safety the blood bank conveys to me regarding the material used for blood collection and tests	1.00	0.75	yes	yes	no	Modified
11. Care I feel I am receiving during blood donation	0.67	0.83	yes	no	no	Revised, but not modified
12. Hygiene of the blood collection room	1.00	0.67	no	no	no	APPROVED without review
13. Attention the professional who collects blood has during the procedure	1.00	0.50	yes	yes	no	Modified
14. Comfort of the blood collection room	0.83	0.25	no	no	no	APPROVED without review
15. Cleaning of the cafeteria (where they serve the snack)	1.00	0.58	no	no	no	APPROVED without review
16. Explanations the professionals give to me regarding everything I want to understand	1.00	0.50	yes	yes	no	Revised, but not modified
17. Snack offered after blood donation	0.17	0.58	yes	no	no	Revised, but not modified
18. Number of professionals available to assist me	0.50	0.58	yes	yes	yes	Revised, but not modified
19. Professional competence of the staff in the blood bank	0.67	0.58	yes	yes	yes	Revised, but not modified
20. Service provided by the person working in the cafeteria	0.17	0.75	no	yes	no	Revised, but not modified
21. The whole time I spent in the blood center, from the reception to the end of blood donation	0.33	0.25	yes	yes	no	Modified
22. Availability of professionals to listen to me at any time	0.33	0.58	no	no	yes	Revised, but not modified
23. Blood bank service hours dedicated to the blood donor	0.83	0.67	no	no	no	APPROVED without review
24. Effort of the professionals to make me feel at ease	0.50	0.92	no	yes	yes	Revised, but not modified
25. Respect with which people treat me in the blood bank	1.00	0.75	no	no	no	APPROVED without review

Associação Brasileira de Hematologia, Hemoterapia e Terapia Celular (ABHH) R. Dr. Diogo de Faria, 775 cj 133, 04037-002, São Paulo / SP - Brasil - São Paulo - SP - Brazil
E-mail: htct@abhh.org.br

Acompanhe os números deste periódico no seu leitor de RSS

[1] * Corresponding author at: Ribeirão Preto Medical School, Universidade de São Paulo (USP), Av. Bandeirantes, 3900, Monte Alegre, 14049-900, Ribeirão Preto, SP, Brazil. edson@fmrp.usp.br