FIDELIZAÇÃO DE DOADORES DE SANGUE: AVALIAÇÃO DA SATISFAÇÃO E PERCEPÇÃO DOS USUÁRIOS COM O SERVIÇO EM UM HEMOCENTRO REGIONAL

Thays Rosa da  Silva; Gerson Zanusso  Junior; Márcia Regina Momesso Neri  Ferreira; Hélen Cássia  Rosseto

doi:10.51161/rems/1459

FIDELIZAÇÃO DE DOADORES DE SANGUE: AVALIAÇÃO DA SATISFAÇÃO E PERCEPÇÃO DOS USUÁRIOS COM O SERVIÇO EM UM HEMOCENTRO REGIONAL

Autores

Thays Rosa da Silva
Gerson Zanusso Junior
Márcia Regina Momesso Neri Ferreira
Hélen Cássia Rosseto

DOI:

https://doi.org/10.51161/rems/1459

Palavras-chave:

FIDELIZAÇÃO DOS DOADORES, HEMOCENTRO, SATISFAÇÃO DOS USUÁRIOS, SERVIÇOS DE SAÚDE

Resumo

Introdução: A doação de sangue é de interesse mundial, visto que nenhuma substância pode substituir, completamente, o tecido sanguíneo essencial à vida. Todavia, a manutenção regular dos estoques de sangue nos hemocentros enfrenta dificuldades para atender demandas específicas e emergenciais. Dessa forma, faz-se necessário o estudo dos fatores de satisfação com o serviço, os quais contribuem para que os voluntários fidelizem-se ao processo. Objetivos: Analisar a percepção que os doadores possuem em relação ao serviço de atendimento hemoterápico e hematológico. Material e método: Realizou-se um estudo observacional descritivo em um banco de sangue, com participantes selecionados de forma aleatória. A partir da aplicação de um questionário as informações foram coletadas, durante o mês de setembro de 2019. Os voluntários participaram do estudo após concordância com o termo de consentimento livre e esclarecido. Os dados foram analisados pela estatística descritiva. O estudo foi aprovado pelo Comitê de Ética em Pesquisa da Universidade Estadual de Maringá, com Protocolo n° 17866919.0.0000.0104. A pesquisa foi desenvolvida dentro dos parâmetros contidos na Resolução nº 466/2012. Resultados: A partir de uma amostra de 201 participantes, prevaleceram 80% dos indivíduos que não estavam doando sangue pela primeira vez, 37% afirmaram que a satisfação com o serviço contribui na fidelização do processo e 81% não encontrou dificuldade para estacionar o veículo. Os voluntários atribuíram notas de 1 a 5 para os seguintes setores: recepção (4,75), triagem hematológica (4,73), triagem médica (4,78), coleta (4,73), copa (4,82) e ambiente/estrutura (4,77). Um total de 72% dos doadores avaliou como excelente o serviço prestado pelo Hemocentro Regional de Maringá (HRM). Ainda, 68% dos participantes classificaram como excelente os esclarecimentos frente às dúvidas que surgiram durante a doação de sangue. De forma geral, 99% do público participante da pesquisa declararam-se satisfeitos ou extremamente satisfeitos com o HRM. Ademais, o estudo demonstrou que 99% dos voluntários voltariam a doar. Conclusão: Ressaltou-se a importância da satisfação com o serviço no processo de fidelização dos doadores, bem como a relevância do bom atendimento para que os voluntários sintam-se confortáveis e seguros durante todas as etapas que abrangem a doação de sangue.

Publicado

2021-07-28

Como Citar

Silva , T. R. da ., Junior, G. Z. ., Ferreira , M. R. M. N. ., & Rosseto , H. C. . (2021). FIDELIZAÇÃO DE DOADORES DE SANGUE: AVALIAÇÃO DA SATISFAÇÃO E PERCEPÇÃO DOS USUÁRIOS COM O SERVIÇO EM UM HEMOCENTRO REGIONAL. Revista Multidisciplinar Em Saúde, 2(3), 54. https://doi.org/10.51161/rems/1459

Baixar Citação

Edição

v. 2 n. 3 (2021)

Seção

II Congresso Brasileiro de Saúde On-line

Licença

Este trabalho está licenciado sob uma licença Creative Commons Attribution 4.0 International License.

O conteúdo desta revista foi migrado para https://editoraintegrar.com.br

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Dispatcher.dispatch(Object:Request) % line  281, file: PKPApplication.inc.php
PKPApplication.execute() % line   68, file: index.php

                                                                  ADOConnection.CacheExecute(3600, SELECT 				o.submission_id, 				MAX(s.context_id) AS journal_id, 				MAX(i.date_published) AS i_pub, 				MAX(p.date_published) A..., Array[2]) % line  132, file: DAO.inc.php
                                                               DAO.retrieveCached(SELECT 				o.submission_id, 				MAX(s.context_id) AS journal_id, 				MAX(i.date_published) AS i_pub, 				MAX(p.date_published) A..., Array[2], 3600) % line   91, file: ArticleSearchDAO.inc.php
                                                            ArticleSearchDAO.getPhraseResults(Object:Journal, Array[1], null, null, , 500, 1) % line  201, file: SubmissionSearch.inc.php
                                                         SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[1], , null, null, 500, 1) % line  146, file: SubmissionSearch.inc.php
                                                      SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[4], , null, null, 500, 1) % line  194, file: SubmissionSearch.inc.php
                                                   SubmissionSearch._getMergedPhraseResults(Object:Journal, Array[4], null, null, null, 500, 1) % line  146, file: SubmissionSearch.inc.php
                                                SubmissionSearch._getMergedKeywordResults(Object:Journal, Array[3], null, null, null, 500, 1) % line  132, file: SubmissionSearch.inc.php
                                             SubmissionSearch._getMergedArray(Object:Journal, Array[1], null, null) % line  263, file: SubmissionSearch.inc.php
                                          SubmissionSearch.retrieveResults(Object:Request, Object:Journal, Array[1], null, null, null, Object:DBResultRange, Array[1]) % line   92, file: RecommendBySimilarityPlugin.inc.php
                                       RecommendBySimilarityPlugin.callbackTemplateArticlePageFooter(Templates::Article::Footer::PageFooter, Array[3]) % line  107, file: HookRegistry.inc.php
                                    HookRegistry.call(Templates::Article::Footer::PageFooter, Array[3]) % line 1267, file: PKPTemplateManager.inc.php
                                 PKPTemplateManager.smartyCallHook(Array[1], Object:Smarty_Internal_Template) % line   43, file: 42362804174f266c598cdb32c3208fc745b92101^1c372c95cd85572e0fbc9a53d0323a0b229cfc78_0.app.frontendpagesarticle.tpl.php
                              content_6781613650b432_13896783(Object:Smarty_Internal_Template) % line  123, file: smarty_template_resource_base.php
                           Smarty_Template_Resource_Base.getRenderedTemplateCode(Object:Smarty_Internal_Template) % line  114, file: smarty_template_compiled.php
                        Smarty_Template_Compiled.render(Object:Smarty_Internal_Template) % line  216, file: smarty_internal_template.php
                     Smarty_Internal_Template.render(false, 1) % line  232, file: smarty_internal_templatebase.php
                  Smarty_Internal_TemplateBase._execute(Object:Smarty_Internal_Template, null, 42362804174f266c598cdb32c3208fc745b92101, null, 1) % line  134, file: smarty_internal_templatebase.php
               Smarty_Internal_TemplateBase.display(frontend/pages/article.tpl, null, 42362804174f266c598cdb32c3208fc745b92101, null) % line  924, file: PKPTemplateManager.inc.php
            PKPTemplateManager.display(frontend/pages/article.tpl) % line  292, file: ArticleHandler.inc.php
         ArticleHandler.view(Array[1], Object:Request) % line  391, file: PKPRouter.inc.php
      PKPRouter._authorizeInitializeAndCallRequest(Array[2], Object:Request, Array[1], false) % line  231, file: PKPPageRouter.inc.php
   PKPPageRouter.route(Object:Request) % line  143, file: Dispatcher.inc.php
Dispatcher.dispatch(Object:Request) % line  281, file: PKPApplication.inc.php
PKPApplication.execute() % line   68, file: index.php