关键词: 话术, 沟通, 献血者招募, 预约献血, 满意度调查

Abstract: Objective Study on the application of standard script in the communication of blood donors,provide reference for standardized, warm and accurate communication with donors. Methods According to the needs of blood collection and supply work, we should formulate reasonable communication objectives, timely update the knowledge base of FAQ, analyze the psychological characteristics of blood donors such as individual or group expectations, needs, motivation, etc., use effective psychological strategies, design standard scripts, and constantly summarize and improve in the application. Results The communication training cycle of new employees was shortened from 3 months to 1 month. From 2017 to 2019, a pheresis platelet donors successfully recruited 3 593, 4 131 and 4 440 respectively, and the difference was statistically significant compared with 2014~2016 (t=4.230,P<0.05), and the service satisfaction was increased to 99.2% in 2019, meanwhile zero complaint of communication service. Conclusion The application of standard scripts promotes personnel training, shortens the growth cycle, standardizes the communication service of donation, ensures the quality of communication, promotes the recruitment of donors,and improves the satisfaction of donors.

Key words: Call script, Communication, Blood donor recruitment, Blood donation appointment, Satisfaction survey