| Abstract [eng] |
69 pages, 12 charts, 27 pictures, 58 references. The aim of the master's thesis is to develop a model for improving blood donor satisfaction with services and to formulate recommendations for improving the quality of services, based on scientific literature as well as analyses of survey results of donors and employees of the National Blood Center. Analysis methods used in this thesis: Systematic analysis of scientific literature, author's qualitative research - anonymous survey of blood donors and employees of the National Blood Center. Data was processed by using computer statistical data analysis package SPSS 25 (Statistical Package for the Social Science), Microsoft Excel was used for graphical data representation (in form of tables and charts). The master's thesis consists of three main parts: the first part examines scientific literature (concept of quality management systems, application of quality management methods in health care, benefits of implementing a quality management system). The second part is analyzing implementation of quality management system in blood services and the third part describes the research methodology, summarizes the results of the research and presents the author's model for improving donor satisfaction with services and insights for improving the activities of the National Blood Center. The conclusions and suggestions of the master's thesis systematize the most important results of the author's research, and based on them, a proposal to perform the same research in the blood centers of Santaros Clinics and Kaunas University Hospital of Kaunas Clinics is made. The results of the author's research were presented and discussed at the meeting of the management and heads of departments of the National Blood Center in May of 2020. |
