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Short Term Deferral - Long term Effect

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Short Term Deferral - Long term Effect

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    1. ADRP 2009: SNBTS 1 Short Term Deferral - Long term Effect!

    2. ADRP 2009: SNBTS 2 The Virtual Moira Carter

    3. ADRP 2009: SNBTS 3 Short Term Deferrals – Long Term Impact on Donor Base This presentation will aim to explore how true this statement is Consider what influences our deferral rates Present Research findings on the impacts of Donor deferrals Consider whether it is possible to refuse a gift well? Explore options for intervention to minimise the long-term impacts Inspire you to think about how you can minimise these impacts on Blood Donors and your Blood Centre

    4. ADRP 2009: SNBTS 4

    5. ADRP 2009: SNBTS 5 Impacts of Increased Deferral Reduced Donor Availability Reduced Collection Program Reliability Reduction in available Supply Reduced Operational Productivity & Efficiency By summer 2007 SNBTS were experiencing difficulties in maintaining the 5 day minimum target blood stock levels Frequent need to restrict issues of O negative despite achieving>12% of total collection as O neg

    6. ADRP 2009: SNBTS 6

    7. ADRP 2009: SNBTS 7 Impact of Exclusion of Previously Transfused Donors (vCJD risk reduction measure April 2004)

    8. ADRP 2009: SNBTS 8 Deferral Rates: Trends post Blood Safety & Quality Regulations

    9. ADRP 2009: SNBTS 9 What Affects Deferral Rate? Method of Donor Selection Detailed Tick Boxes rather than list of exclusions Confidential Personal Donor Interviews for New & Returning Donors Touchscreen/Online technology Stringency of the Selection Criteria Exclusion of Previously Transfused Donors Blood Safety & Quality Regulations/ FDA criteria Evidenced based selection criteria Quality of Staff training in donor Selection Regional variations in practice Historical differences in operational practice Different staff groups making deferral decisions Donor Population Donor Lifestyle Choices Donor Demographics Health and deprivation indexes

    10. ADRP 2009: SNBTS 10 Where/When are Donors Deferred ?

    11. ADRP 2009: SNBTS 11 Donor Or Patient Safety: Review of Donor Health Check Questionnaire

    12. ADRP 2009: SNBTS 12 Benchmarking Deferrals SNBTS measure Donor Exclusions at Sessions When Comparing Data with other services we need to make sure that we are measuring like for like Need to consider differences in Data Capture and Process

    13. ADRP 2009: SNBTS 13 Is it Possible to Refuse a Gift Well? Qualitative Research Qualitative Research: Caffrey Consultants Conducted July 2007 The objectives of the research were: 1. To establish the reasons why temporarily deferred donors do not return to give blood 2. To gauge how deferred donors felt their deferral was handled and to establish degree of rejection, if any, they experienced 3. To investigate any differences between how longer term and shorter term donors respond to deferral 4. To establish which incentives/triggers would entice donors to attempt to give blood again – specifically to test a range of propositions

    14. ADRP 2009: SNBTS 14 Method and Sample Sample identified and sourced by SNBTS 20 in depth interviews were recruited by SNBTS 4 no-shows 3 replaced Currently deferred donors most difficult to replace like for like Total of 19 in depth interviews achieved Caffrey Consultants conducted the 45 minute long interviews

    15. ADRP 2009: SNBTS 15 Results: Deferral Experience: The Deferral Event SNBTS staff well regarded Very few criticisms of the manner in which deferrals were handled SNBTS staff were repeatedly referred to in exceptionally positive light At a top line level deferrals handled in a consistent manner: Staff described as professional, friendly, reassuring Deferral often described as delivered in a factual, matter of fact, or professional manner Evidence of some deferrals being offered a leaflet Recall of dietary advice in Hb leaflet

    16. ADRP 2009: SNBTS 16 The Deferral Event : One or two criticisms Most common shortcoming is that SNBTS did not make clear to donor when they could return Doubt ?assumptions that may not be correct Can cause confusion Particularly amongst repeat Hb cases who assume 12 months Also for short term deferrals – e.g. ‘come back when you feel better’ Some concern expressed over how obvious it was that donor was being deferred Particularly New donors – this may just be a perception

    17. ADRP 2009: SNBTS 17 Post deferral emotions? Generally a mostly rational reaction to being deferred No great feeling of rejection Disappointment prevails Anger, annoyance and irritation more common amongst Regular donors Particularly for Hb deferrals where EU regulations / changes were cited Seen as something that is impeding the donor and is very de-motivating 2 regular donors (males) ‘failed’ the Hb test due to EU regulations and both questioned whether they would ever be able to give blood again

    18. ADRP 2009: SNBTS 18 Post deferral: Not top of mind for long Very little navel gazing about deferral At most thought about for the rest of the day Reminded when encounter SNBTS advertising or media coverage of blood shortage At these times annoyance at being deferred can emerge amongst some donors e.g. O negative blood type donors who are aware of the utility of their blood Most common mind-set is to wait to hear from SNBTS re: a return date These donors did not recognise being called to donate as signalling the end of their deferral period Need to be explicit

    19. ADRP 2009: SNBTS 19 The deferral visit: Some lack of understanding Depth of understanding around reason for deferral differed depending on donor previous experiences Uncertainty over whether deferral was due to risk to donor’s or patient’s health Second time Hb deferrals may benefit from more time from SNBTS staff to explain why this has happened again

    20. ADRP 2009: SNBTS 20 Why did some donors tell us they had not returned?

    21. ADRP 2009: SNBTS 21 How deferral length can influence returning For some the issue is not whether they return but WHEN they return and how to get them to return sooner to maximise donations This is most acute in short deferrals (1 day – c 4 weeks) Key to an early return is to: Make a Date Try to arrange next visit within the current cycle where possible Encourage donor to share the view that the deferral is short term That deferral is a brief separation and not Divorce! Deferral periods also need to be reinforced at each communication to heighten awareness of return date

    22. ADRP 2009: SNBTS 22 Donor typologies: Three Key Cohorts

    23. ADRP 2009: SNBTS 23 How emotional impact of deferral can affect returning

    24. ADRP 2009: SNBTS 24 How emotional impact of deferral can affect returning

    25. ADRP 2009: SNBTS 25 Qualitative Research: Conclusions New donors seem most at risk of not returning. Greatest need to be made to feel special Regular passive donors may return but could be encouraged to return sooner by demonstrating where opportunities exist and encouraging to seek opportunities to donate Regular active donors likely to return relatively quickly after deferral period if they know when to come back Short term deferrals would benefit greatly from an appointment being made on the day of the deferral where practical Long term deferrals do not need constant reminders, only at critical points

    26. ADRP 2009: SNBTS 26

    27. ADRP 2009: SNBTS 27

    28. ADRP 2009: SNBTS 28 Revise Donor Selection Criteria Improve Training on Donor Selection Criteria Improve monitoring system and conduct trend analysis Implement ‘Sample Only Donation’ and accreditation of Deferred New Donors to reduce impact of deferral and promote ‘Club Membership’ Develop Welcome Pack with Temp Membership Card for On Session Use Develop Specific Deferred New Donor letters to accompany Donor Card Extend range of materials for Deferred Donors on Session Possible Interventions

    29. ADRP 2009: SNBTS 29 Possible Interventions Clearly Identify the date the donor can next donate and identify the next donation opportunity. Provide Donor with written confirmation on day Develop Intervention Models For New and Regular Donor who have been Deferred Conduct Further Research on the Characteristics of Regular Passive Donors Develop an end of deferral mailing or tele-recruitment strategy

    30. ADRP 2009: SNBTS 30 End of Deferral Mail shot: Pilot Why did we do it? Research indicated donors were unclear on when to return Routine Donor Call up did not seem to trigger return Therefore, needed to send clear signal How did we do it? Limitations of current IT system did not permit automation Manual system required to record deferral end date What Did we do? Targeted mailing for next session post deferral end date Generic letter reminding donor to return with session details

    31. ADRP 2009: SNBTS 31 End of Deferral Mail shot: Pilot: Results

    32. ADRP 2009: SNBTS 32 End of Deferral Mail shot Pilot: Next Steps

    33. ADRP 2009: SNBTS 33

    34. ADRP 2009: SNBTS 34

    35. ADRP 2009: SNBTS 35

    36. ADRP 2009: SNBTS 36

    37. ADRP 2009: SNBTS 37

    38. ADRP 2009: SNBTS 38

    39. ADRP 2009: SNBTS 39

    40. ADRP 2009: SNBTS 40

    41. ADRP 2009: SNBTS 41 Other Initiatives Launched major marketing strategy to reverse the decline in blood donors and prepare for vCJD test Revised Donor Selection at UK Level High Blood Pressure Medication Removed Upper Age limit for regular Donors Accept non insulin dependent diabetics Implementation of Capillary Hemocue to improve accuracy of Hb screening Revise donor selection methods for lapsed donors returning after more than two years Implemented national training for all donor selection staff

    42. ADRP 2009: SNBTS 42

    43. ADRP 2009: SNBTS 43 Where are we now?

    44. ADRP 2009: SNBTS 44 Where are we now?

    45. ADRP 2009: SNBTS 45 Where are we now?

    46. ADRP 2009: SNBTS 46 Your Action Plan

    47. ADRP 2009: SNBTS 47

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