The survey of service quality in the blood collection room based on the IPA analysis
GUO Huizi
JIN Wenrui
ZHANG Xiaofeng
Abstract：Objective To investigate the importance and performance of nursing service in the blood collection room,so as to provide references for managers to improve service quality and optimize resource allocation.Methods Totally 296 adult patients who were collected blood samples in the outpatient department or parents of children were investigated with a self-made Servqual scale.The data were analyzed using the importance performance analysis(IPA).Results The outpatient blood specimen collection service was divided into 4 quadrants,including 10 high-importance high-performance items,2 high-importance low-performance ones,7 low-importance low-performance ones,and 3 low-importance high-performance ones.Conclusion The focus of the improvement of outpatient blood collection and nursing services is to create a comfortable space from the big environment to small details.
Keywords：Importance performance analysisBlood collectionNursing service
Publication Date：2024-02-28
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：5( 87-91 )