Taiwan Blood Services Foundation, Taipei, Taiwan (Republic of China)
Background/Case Studies: To better understand the experiences and expectations of blood donors, the Taiwan Blood Services Foundation conducted a nationwide survey across its four blood centers in 2024. The results aim to inform strategies for improving service quality and increasing donor retention in the future.
Study
Design/Methods: In order to collect immediate post-donation feedback, location-specific QR codes displayed at blood donation sites across Taiwan, allowing donors to directly access to the SurveyCake online survey platform. Donors completed the questionnaire by scanning the QR code, through which they provided basic demographics and various aspects of service satisfaction. The survey evaluated donor satisfaction across several key dimensions, including staff service attitude, clarity of the pre-donation process, privacy considerations, competence in venipuncture, attentiveness to donor experience, post-donation education, overall process smoothness, and intention to donate again. When donors indicated dissatisfaction, the system immediately notified the on-site supervisor, allowing for timely communication. Data collection lasted four months.
Results/Findings: A total of 1,217 valid responses were collected through an on-site online survey platform, yielding a response rate of 0.21% (95% CI: 0.19-0.22), which is considerably lower than the 23.43% (95% CI: 23.1-23.7) reported in previous post-donation surveys distributed via message or email. The demographic characteristics of respondents differed from that of the overall donor population in terms of gender, age, and prior donation experience. The 99% (95%CI: 98.5-99.6) of respondents gave satisfaction or high satisfaction with staff competence in venipuncture, sincere attitude when addressing private questions during the interview process, and the post-donation health education. Moreover, analysis across donation sites showed that donors at blood donation vehicles reported significantly lower satisfaction with reasonable waiting time than those at donation rooms (p=0.004). Notably, 99.3% (95% CI: 98.7-99.7) of respondents expressed willingness to donate blood again.
Conclusions: The satisfaction survey revealed generally high donor satisfaction, particularly regarding staff professionalism, friendly attitude, and health education services. Although the response rate was lower than that of previous surveys conducted via message or email, the on-site digital approach enabled prompt communication and helped address donor concerns. Overall, the findings highlight service strengths and suggest improvements in survey participation and waiting times at blood donation vehicles.
