Research on service optimization of blood expense repayment service for voluntary blood donators
无偿献血者血费偿还服务的服务优化研究

摘要

目的 围绕用血费用减免政策优化血费偿还服务，构建高效规范的服务模式，为采供血机构提升服务水平提供实践依据。方法 选取血液中心60例无偿献血者及受益人血费偿还申请人作为研究对象，随机分为对照组与观察组各30例。对照组采用传统线下窗口办理、人工审核、逐级审批的常规服务模式；观察组按照最新用血费用减免政策实施流程优化、材料精简、医院直免系统办理、核算标准化、优先用血联动、限时办结等一体化优化服务。比较两组办理时长、退款周期，分析直免系统应用后办结效率、办理人次及年度结算总费用变化。结果 观察组血费报销办理时长、退款办结周期均短于对照组；应用直免系统后业务办结效率显著提升，办理人次明显增加，血费结算总费用由每年100余万元逐步增长至300余万元（P＜0.05）。结论 基于相关政策对血费偿还服务进行全链条优化，可有效提升办理效率、降低差错，切实保障献血者权益，促进无偿献血事业健康发展。

Abstract

Objective To optimize blood fee reimbursement services around the policy of blood fee reduction and exemption, construct an efficient and standardized service model, and provide practical basis for blood collection and supply institutions to improve their service level.
Methods Sixty voluntary blood donors and beneficiaries who applied for reimbursement of blood expenses from the blood center were selected as the research subjects and randomly divided into a control group and an observation group, with 30 cases in each group. The control group adopts the conventional service mode of traditional offline window processing, manual review, and hierarchical approval; The observation group will implement integrated optimization services such as process optimization, material simplification, hospital direct exemption system processing, standardized accounting, priority blood use linkage, and time limited completion in accordance with the latest blood cost reduction policy. Compare the processing time and refund cycle of two groups, analyze the efficiency of processing, the number of processing people, and the changes in the total annual settlement cost after the application of the direct exemption system.
Results The observation group had a shorter processing time for blood expense reimbursement and refund completion compared to the control group; After the application of the direct exemption system, the efficiency of business processing has significantly improved, and the number of processing people has increased significantly. The total cost of blood fee settlement has gradually increased from over 1 million yuan per year to over 3 million yuan (P<0.05).
Conclusion   Based on relevant policies, optimizing the entire chain of blood fee repayment services can effectively improve processing efficiency, reduce errors, effectively protect the rights and interests of blood donors, and promote the healthy development of voluntary blood donation.