Enhancing the Donation Experience
Program Code: 5029-RC
Saturday, October 21, 2006
4:00 PM to 5:30 PM (ET)

MODERATOR
Dennis Harpool, MT(ASCP)SBB, Blood Systems, Inc.

SPEAKERS
Nora V. Hirschler, MD, Blood Centers of the Pacific
Leanna Hartgrove, MT(ASCP), United Blood Services / Blood Systems

DESCRIPTION
This session will share the experience of a large urban and a small rural blood center in developing, implementing and monitoring donor services customer service standards. Topics will include identification of standards, implementation methods, monitoring methods and the impact the standards have had on staff and donors.