Work

The good donation attempt: A qualitative analysis of donor experience regardless of phlebotomy outcome

Year: 2026

Type: article

Abstract: Background and Objectives Globally, blood donation rates are declining as demand for blood products grows. Given that having a positive donation experience is key to retention, this analysis explores how aspects of service quality provided by blood collection agencies shape donation experiences. Materials and Methods To investigate donor experience, we considered both quantitative and qualitative responses provided by donors in a standard post‐donation feedback survey. Responses were stratified by self‐reported experience using a standard customer loyalty question and donation outcome, and analysed using iterative content analysis. Categories were identified across three coding rounds ( n total = 1800). Results Our analysis identified seven categories shaping the blood donor experience: Accessibility, Amenities and Environment, Donor Centre Staff, Donation Process and Efficiency, Valuing Donation, Donor Care and Psychological Impact, and Physical Impact. Positive donation experiences centred on interactions with staff and convenience, while negative experiences stemmed from process management issues, perceived lack of care and experiencing pain. Conclusion This research outlines a comprehensive framework of the elements that influence service quality in blood donation regardless of whether a donation attempt resulted in a successful collection.

Source: Vox Sanguinis

DOI: 10.1111/vox.70354

Authors: Abigail R.‐A. Edwards, Klara Greffin, Barbara M. Masser, Rachel Thorpe

Institutions: The University of Queensland, Australian Red Cross Lifeblood, Universität Greifswald

Language: English

Topic: Blood donation and transfusion practices

Subfield: Management of Technology and Innovation

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Good health and well-being

Open Access status: hybrid

Estimated APC paid: $4,150