Análisis de la satisfacción de los donantes de sangre en relación de las actitudes del personal de salud del Banco de Sangre del Hospital Teodoro Maldonado Carbo y propuesta de un plan de fidelización.

Abstract

The objective of this study was to determine the level of satisfaction of the voluntary donors of the Teodoro Maldonado Carbo Hospital, in relation to the attitudes of the health personnel during the donation procedure and propose a management model that allows donor loyalty through planning, management and evaluation processes. The research is based on the theory of user satisfaction and the theory of staff attitude. Under these approaches, a questionnaire was applied to a total 300 donors in the blood bank. The methodology es non-esperimental, based on observation with a field and descriptive investigation. The quantitative analyzes allowed observing after concluding the study that the attitudes of the staff influence the recidivism or choice of donating or not for the second time by the voluntary donor. In addition, satisfaction with the type of service they receive during the different stages (pre-donation, donation and post-donation) until completing the blood donation process, related to other factors and resources such as infrastructure, supplies, protocols Safety for the donor and the health staff are also determining factors for the donor to choose to return. The results obtained from the level of dissatisfaction in the blood donor was 55.5% and the level of satisfaction was 44.45%. Based on these findings, the study proposes a plan for loyalty strategies of voluntary donors in order to increase the percentage of voluntary donors, which will allow the blood bank to supply daily demand and have an optimal response capacity.