Blood Transfusion - 3 2012 (July - September)
Management of complaints in blood establishments: thirteen years of experience at the Croatian Institute of Transfusion Medicine
Authors:  Tomislav Vuk, Marijan Barišic, Tihomir Ocic, Vesna Ðogic, Jasna Bingulac-Popovic, Dorotea Šarlija, Melita Balija, Irena Jukic
Pages:  302-310
To cite this article:  Blood Transfus 2012; 10: 302-10
Doi:  10.2450/2012.0074-11
Published online:  29/03/2012

Background. The aim of the study is to present the results and experience in the management of complaints in a transfusion service in order to draw attention to the importance of this segment of quality management and to stimulate publication of other studies on the topic.
Materials and methods. This study is based on data from the Croatian Institute of Transfusion Medicine obtained by analysis of complaints recorded during a 13-year period (1998-2010). The distribution of the types and frequencies of complaints is presented, along with the level of their justifiability and criticality. The dynamics of the complaints is analysed overall and within particular categories. In addition, corrective actions and other factors that may have influenced the trends observed are discussed.
Results. During the study period, 817 complaints were received, most of which (40.9%) referred to the positive direct antiglobulin test in red cell concentrates, followed by blood product issuing and distribution (12.9%) and blood product quality (9.4%). Of the 817 complaints, 177 (21.7%) were assessed as serious and 645 (78.9%) as justified based on the testing performed.
Conclusion. Data collected by systematic recording and analysis of complaints provide a basis for problem identification, implementation of corrective and preventive actions, and improvement of product and service quality, and, thereby, customer satisfaction.
Keywords: complaints, quality management, customer satisfaction.
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