Document Detail


Management of complaints in blood establishments: thirteen years of experience at the Croatian Institute of Transfusion Medicine.
MedLine Citation:
PMID:  22507865     Owner:  NLM     Status:  MEDLINE    
Abstract/OtherAbstract:
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.
Authors:
Tomislav Vuk; Marijan Barišić; Tihomir Očić; Vesna Đogić; Jasna Bingulac-Popović; Dorotea Sarlija; Melita Balija; Irena Jukić
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Publication Detail:
Type:  Journal Article     Date:  2012-03-29
Journal Detail:
Title:  Blood transfusion = Trasfusione del sangue     Volume:  10     ISSN:  1723-2007     ISO Abbreviation:  Blood Transfus     Publication Date:  2012 Jul 
Date Detail:
Created Date:  2012-08-14     Completed Date:  2012-12-28     Revised Date:  2013-06-26    
Medline Journal Info:
Nlm Unique ID:  101237479     Medline TA:  Blood Transfus     Country:  Italy    
Other Details:
Languages:  eng     Pagination:  302-10     Citation Subset:  IM    
Affiliation:
Croatian Institute of Transfusion Medicine, Zagreb, Croatia. tomislav.vuk@hztm.hr
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MeSH Terms
Descriptor/Qualifier:
Blood Component Transfusion / adverse effects*,  standards*
Croatia
Female
Humans
Male
Patient Care Management*
Quality Assurance, Health Care*
Retrospective Studies
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