P-74 Evaluation of Donor Satisfaction and Service Quality during the Blood Donation Process in Guyana
Author(s):
R Kurup , R Canterbury , L Barkoye , P Lewis
Year of Presentation:
2025
Objective: This study aimed to assess donor satisfaction
and service quality during the blood donation process at the
National Blood Transfusion Service (NBTS) in Guyana to
identify the primary factors affecting donor experiences and
overall satisfaction levels.
Methods: A cross-sectional study was conducted between March and June 2024 among 125 voluntary blood donors using the Blood Donor Satisfaction Questionnaire (BDSQ). 86 Data were analyzed using descriptive statistics, Pearson correlation, and ANOVA to examine donor satisfaction and its relationship to demographics, donation settings, and procedural factors.
Results: The study identified that donors were highly satisfied, with a mean score of 4.6±0.4. A significant correlation among performance parameters and satisfaction was seen in staff professionalism and procedural efficiency (r=0.983, p< 0.001). Demographics such as gender, ethnicity, and contribution sites did not significantly affect satisfaction levels.
Conclusion: In promoting donor satisfaction, the results highlight the significance of operational effectiveness and personnel professionalism. In addition to providing practical advice for strengthening donor retention and attracting new donors, this study identified areas that require improvement, such as improving the donor experience at both inhouse and mobile donation sites.