A malária transmitida por transfusão (MTT), embora seja um evento raramente relatado em áreas não endêmicas ou de baixa endemicidade, representa um desafio devido à ocorrência de infecções assintomáticas e à possibilidade de sobrevivência de Plasmodium em hemácias estocadas por até três semanas a temperaturas entre 2 e 6ºC. No Estado de São Paulo, quatro casos de MTT foram relatados, incluindo uma morte. Os doadores infectados foram identificados como portadores assintomáticos que viviam ou haviam se deslocado para o bioma Mata Atlântica do estado. Nesses doadores, geralmente as densidades parasitárias são baixas e indetectáveis pela gota espessa ou testes rápidos. O uso de plataformas incluindo testes sorológicos poderia detectar doadores suspeitos de infecção por Plasmodium, minimizando a possibilidade de MTT. Nesse sentido, o objetivo deste estudo foi padronizar a produção de antígeno recombinante MSP119 de P. vivax, que é a espécie mais prevalente no Brasil, e validar o teste ELISA-PvMSP119, visando à aplicação em serviços hemoterápicos brasileiros de áreas não endêmicas para malária. O antígeno recombinante produzido em condições desnaturantes mostrou-se adequado para a produção em larga escala, pela facilidade de obtenção e purificação. Os resultados de estabilidade obtidos em três lotes-piloto indicaram validade de pelo menos 27 meses sem perda de reatividade. Além disso, o teste apresentou 96,95% de sensibilidade em 197 soros de pacientes com gota espessa positiva para P. vivax e especificidade de 100,00% utilizando soros de 101 indivíduos controles sadios e 99,26% quando considerados também 168 amostras de soro de pacientes com outras doenças. O coeficiente de variação das amostras positivas foi <= 3,8% para a repetitividade e <= 10,6% para a reprodutibilidade. Quanto à reatividade cruzada, obtiveram-se falsos resultados positivos com amostras de doença de Chagas (5,88%) e fator reumatoide (6,67%). Após a validação, avaliou-se a prevalência de anticorpos IgG anti-MSP119 de P. vivax entre doadores de sangue do Sudeste do Brasil, considerados aptos à doação, ensaiando 1.974 amostras de plasma de bancos de sangue, sendo 1.309 do Estado São Paulo (SP) e 665 do Estado do Rio de Janeiro (RJ). A positividade entre as amostras de SP foi 1,15% (N = 15) e entre as do RJ foi 1,65% (N = 11). O índice de reatividade (IR) das amostras positivas variou entre 8,98-1,16 (SP) e 13,03-1,08 (RJ). Em SP e RJ, maior positividade foi encontrada nos municípios que têm contato com o bioma Mata Atlântica e no RJ, também no bairro da Tijuca, onde se encontra a Floresta da Tijuca. A presença de anticorpos IgG anti-P. vivax não é necessariamente um marcador de parasitemia ou doença, porém aponta para o risco de MTT, mesmo em áreas de baixa endemicidade, pois doadores assintomáticos podem ser aceitos com base em triagem clínica. Estes achados constituem-se em alerta que nos impele a rever os critérios adotados para a seleção dos doadores, com o objetivo de reduzir o risco de MTT nessas áreas sem perder doações. / In non-endemic and low endemic areas, transfusion-transmitted malaria (TTM) is a rarely reported event, representing a major challenge, essentially due to the occurrence of asymptomatic infections and to the possibility of Plasmodium survival up to three weeks in stored red blood cells at temperatures between 2 and 6ºC. In São Paulo State, four TTM were detected, including one death. Infected donors were identified as asymptomatic carriers that lived or that had displacements to the Atlantic forest biome in the state. In these donors generally the parasite densities are low and undetectable in the thick blood smear or rapid diagnostic tests. The use of platforms including serological tests might point out donors suspected of harboring Plasmodium, minimizing the possibility of TTM. Accordingly, the aim of this study was to standardize the production of P. vivax MSP119 recombinant antigen, which is the most prevalent species in Brazil, and validate ELISA-PvMSP119, aiming at the application in Brazilian haemotherapic services in malaria non-endemic areas. The recombinant antigen produced under denaturing conditions was suitable for large-scale production, due to the ease of obtaining and purification. The results of stability obtained in three pilot batches indicated that it was valid for at least 27 months without loss of reactivity. Furthermore, the test showed 96.95% sensitivity in sera from 197 patients with positive thick-blood smear for P. vivax and 100.00% specificity in sera from 101 healthy controls, and 99.26% when considered also 168 samples from patients with other diseases. The variation coefficient of positive samples was <= 3.8% for repeatability and <=10.6% for reproducibility. For cross-reactivity, false positive results were obtained with Chagas\' disease (5.88%) and rheumatoid factor (6.67%) samples. After validation, we evaluated the prevalence of IgG anti-MSP119 antibodies to P. vivax among blood donors in Southeastern Brazil, considered suitable for donation, rehearsing 1,974 plasma samples from blood banks, being 1,309 from the State of São Paulo (SP) and 665 from the State of Rio de Janeiro (RJ). The positivity among samples from SP was 1.15% (N = 15) and in RJ was 1.65% (N = 11). The reactivity index (RI) of the positive samples ranged from 8.98 to 1.16 (SP) and from 13.03 to 1.08 (RJ). In SP and RJ, highest positivity was seen in Municipalities in contact to the Atlantic Forest biome, and in RJ, also in the Tijuca neighborhood, where there is the Tijuca Forest. The detection of IgG antibodies is not necessarily a marker of parasitemia or disease, however, points out to the risk of TTM, even in areas of low endemicity, since asymptomatic donors could be accepted based on clinical screening. These findings constitute an alert that impel us to review the adopted criteria for screening of the donors aiming to reduce the risk of TTM in these areas without losing donations.

Thesis (Ph.D.)--University of British Columbia, 1999. / Title from PDF t.p. (viewed Sept. 22, 2005). Includes bibliographical references and index. Issued also in microfiche. Issued also in print.

Thesis (M.B.A. (Investec Business School))--Rhodes University, 2006.

A malária transmitida por transfusão (MTT), embora seja um evento raramente relatado em áreas não endêmicas ou de baixa endemicidade, representa um desafio devido à ocorrência de infecções assintomáticas e à possibilidade de sobrevivência de Plasmodium em hemácias estocadas por até três semanas a temperaturas entre 2 e 6ºC. No Estado de São Paulo, quatro casos de MTT foram relatados, incluindo uma morte. Os doadores infectados foram identificados como portadores assintomáticos que viviam ou haviam se deslocado para o bioma Mata Atlântica do estado. Nesses doadores, geralmente as densidades parasitárias são baixas e indetectáveis pela gota espessa ou testes rápidos. O uso de plataformas incluindo testes sorológicos poderia detectar doadores suspeitos de infecção por Plasmodium, minimizando a possibilidade de MTT. Nesse sentido, o objetivo deste estudo foi padronizar a produção de antígeno recombinante MSP119 de P. vivax, que é a espécie mais prevalente no Brasil, e validar o teste ELISA-PvMSP119, visando à aplicação em serviços hemoterápicos brasileiros de áreas não endêmicas para malária. O antígeno recombinante produzido em condições desnaturantes mostrou-se adequado para a produção em larga escala, pela facilidade de obtenção e purificação. Os resultados de estabilidade obtidos em três lotes-piloto indicaram validade de pelo menos 27 meses sem perda de reatividade. Além disso, o teste apresentou 96,95% de sensibilidade em 197 soros de pacientes com gota espessa positiva para P. vivax e especificidade de 100,00% utilizando soros de 101 indivíduos controles sadios e 99,26% quando considerados também 168 amostras de soro de pacientes com outras doenças. O coeficiente de variação das amostras positivas foi <= 3,8% para a repetitividade e <= 10,6% para a reprodutibilidade. Quanto à reatividade cruzada, obtiveram-se falsos resultados positivos com amostras de doença de Chagas (5,88%) e fator reumatoide (6,67%). Após a validação, avaliou-se a prevalência de anticorpos IgG anti-MSP119 de P. vivax entre doadores de sangue do Sudeste do Brasil, considerados aptos à doação, ensaiando 1.974 amostras de plasma de bancos de sangue, sendo 1.309 do Estado São Paulo (SP) e 665 do Estado do Rio de Janeiro (RJ). A positividade entre as amostras de SP foi 1,15% (N = 15) e entre as do RJ foi 1,65% (N = 11). O índice de reatividade (IR) das amostras positivas variou entre 8,98-1,16 (SP) e 13,03-1,08 (RJ). Em SP e RJ, maior positividade foi encontrada nos municípios que têm contato com o bioma Mata Atlântica e no RJ, também no bairro da Tijuca, onde se encontra a Floresta da Tijuca. A presença de anticorpos IgG anti-P. vivax não é necessariamente um marcador de parasitemia ou doença, porém aponta para o risco de MTT, mesmo em áreas de baixa endemicidade, pois doadores assintomáticos podem ser aceitos com base em triagem clínica. Estes achados constituem-se em alerta que nos impele a rever os critérios adotados para a seleção dos doadores, com o objetivo de reduzir o risco de MTT nessas áreas sem perder doações. / In non-endemic and low endemic areas, transfusion-transmitted malaria (TTM) is a rarely reported event, representing a major challenge, essentially due to the occurrence of asymptomatic infections and to the possibility of Plasmodium survival up to three weeks in stored red blood cells at temperatures between 2 and 6ºC. In São Paulo State, four TTM were detected, including one death. Infected donors were identified as asymptomatic carriers that lived or that had displacements to the Atlantic forest biome in the state. In these donors generally the parasite densities are low and undetectable in the thick blood smear or rapid diagnostic tests. The use of platforms including serological tests might point out donors suspected of harboring Plasmodium, minimizing the possibility of TTM. Accordingly, the aim of this study was to standardize the production of P. vivax MSP119 recombinant antigen, which is the most prevalent species in Brazil, and validate ELISA-PvMSP119, aiming at the application in Brazilian haemotherapic services in malaria non-endemic areas. The recombinant antigen produced under denaturing conditions was suitable for large-scale production, due to the ease of obtaining and purification. The results of stability obtained in three pilot batches indicated that it was valid for at least 27 months without loss of reactivity. Furthermore, the test showed 96.95% sensitivity in sera from 197 patients with positive thick-blood smear for P. vivax and 100.00% specificity in sera from 101 healthy controls, and 99.26% when considered also 168 samples from patients with other diseases. The variation coefficient of positive samples was <= 3.8% for repeatability and <=10.6% for reproducibility. For cross-reactivity, false positive results were obtained with Chagas\' disease (5.88%) and rheumatoid factor (6.67%) samples. After validation, we evaluated the prevalence of IgG anti-MSP119 antibodies to P. vivax among blood donors in Southeastern Brazil, considered suitable for donation, rehearsing 1,974 plasma samples from blood banks, being 1,309 from the State of São Paulo (SP) and 665 from the State of Rio de Janeiro (RJ). The positivity among samples from SP was 1.15% (N = 15) and in RJ was 1.65% (N = 11). The reactivity index (RI) of the positive samples ranged from 8.98 to 1.16 (SP) and from 13.03 to 1.08 (RJ). In SP and RJ, highest positivity was seen in Municipalities in contact to the Atlantic Forest biome, and in RJ, also in the Tijuca neighborhood, where there is the Tijuca Forest. The detection of IgG antibodies is not necessarily a marker of parasitemia or disease, however, points out to the risk of TTM, even in areas of low endemicity, since asymptomatic donors could be accepted based on clinical screening. These findings constitute an alert that impel us to review the adopted criteria for screening of the donors aiming to reduce the risk of TTM in these areas without losing donations.

Dissertação(mestrado) - Universidade Federal do Rio Grande, Programa de Pós-Graduação em Enfermagem, Escola de Enfermagem, 2007. / Submitted by eloisa silva (eloisa1_silva@yahoo.com.br) on 2012-11-12T17:38:02Z No. of bitstreams: 1 luanagiacomini.pdf: 856199 bytes, checksum: efe96955855934b36615c8bc1c5e9a1f (MD5) / Approved for entry into archive by Bruna Vieira(bruninha_vieira@ibest.com.br) on 2012-11-13T21:58:48Z (GMT) No. of bitstreams: 1 luanagiacomini.pdf: 856199 bytes, checksum: efe96955855934b36615c8bc1c5e9a1f (MD5) / Made available in DSpace on 2012-11-13T21:58:48Z (GMT). No. of bitstreams: 1 luanagiacomini.pdf: 856199 bytes, checksum: efe96955855934b36615c8bc1c5e9a1f (MD5) Previous issue date: 2007 / Este estudo de caráter qualitativo e natureza exploratória teve como objetivos detectar a significação do ato de doar sangue; identificar elementos ligados à decisão de tornar-se um doador de sangue; conhecer as dúvidas ligadas à doação de sangue; conhecer a opinião do doador quanto à organização do trabalho realizado pelo serviço; identificar quais estratégias são mais eficientes para o desenvolvimento de um programa de doação voluntária de sangue; identificar a relevância da relação profissional-usuário na conquista de doadores voluntários e habituais. Foi realizado no Banco de Sangue do Hospital Santa Casa da cidade do Rio Grande e os sujeitos foram os doadores que se apresentaram como voluntários, no período de janeiro a março de 2007. Foi solicitado o Consentimento Livre e Esclarecido dos participantes e realizadas entrevistas (semi-estruturadas) para a coleta de dados, as quais foram gravadas e transcritas. A partir do conteúdo das entrevistas, os dados foram classificados em quatro grupos relativos: 1) à significação e o comportamento diante da doação de sangue; 2) à avaliação da organização do serviço e do atendimento ao doador; 3) às estratégias para a promoção da doação de sangue altruísta; e 4) à relação profissional-usuário na fidelização de doadores assíduos. A análise permite perceber que é indispensável desenvolver uma comunicação social eficaz que contemple informação e educação, buscando reduzir os medos, tabus e falsas idéias que podem desmotivar as pessoas a se tornarem doadoras de sangue. Deve-se elaborar ou produzir meios, materiais, mensagens que tenham como função não apenas desmistificar os efeitos da doação, mas, também, despertar a generosidade e solidariedade, e educar quanto à necessidade de doadores saudáveis e regulares. Deve-se explorar os sentimentos dos que doam e não doam para que percebam que a doação se faz de pessoas para pessoas e que, portanto, a responsabilidade pelo abastecimento é de cunho social. Os serviços precisam desenvolver uma filosofia de atendimento aos doadores apoiada na humanização das relações, procurando estar aberto e atento aos questionamentos e responder de forma correta, orientando, acalmando e satisfazendo as necessidades apresentadas pelos doadores. Receber e entender que as queixas podem servir para melhorar o serviço. Desenvolver meios e medir de forma permanente os resultados de indicadores de satisfação que permitam orientar a necessidade de ajustar a prestação da assistência. Também é de extrema valia a implantação de melhorias nos aspectos que estão diretamente relacionados à execução do trabalho para realizar o acolhimento, como ampliação do horário de atendimento, administração da demanda e melhor espaço físico, proporcionando conforto e bem-estar aos usuários. / This study of qualitative character and exploratory nature aimed to detect the significance of the act of donating blood; to identify elements connected with the decision on becoming a blood donator; to know the doubts connected with blood donation; to know the donator’s opinion according to the organization of work done by the service; to identify which strategies are more efficient to the development of a voluntary blood donation program; to identify the relevance of the user-professional relation in the conquest of voluntary and regular donators. It was carried out in the Blood Bank of Santa Casa Hospital in the city of Rio Grande and the subjects were the donators that presented themselves as volunteers, in the period from January to March, 2007. The Statement of Free and Informed Consent of the participants was required and interviews were carried out (semi-structured) for the data collection, which were all recorded and transcribed. From the interview contents, the data were classified in 4 related groups: 1) to the significance and behavior front the blood donation; 2) to the evaluation of the service organization and attention to the donator; 3) to the strategies for the promotion of altruistic blood donation; and 4) to the user-professional relation in the patronization of regular donators. The analysis allows to notice it is indispensable to develop an efficient social communication that includes information and education, seeking for reducing fears, taboos and false ideas which can discourage people to become blood donators. It’s necessary to prepare or produce means, materials, messages that have as a main role not only to desmystify the donation effects, but also, to arouse generosity and solidarity, and to educate about the necessity of regular and healthy donators. It’s necessary to explore the feelings of the ones who donate and the others who do not so that they realize donation is made from people to people and, therefore, the responsibility for the supply is of social nature. The services need to develop a philosophy of attention to the donators based on the humanization of relations, trying to be opened and aware to the questions and answer them in a proper way, orientating, calming and satisfying the needs presented by the donators. Receiving and understanding that complaints may serve to improve the service. Developing means and measuring in a permanent way the indicators of satisfaction results that allow to orientate the necessity of adjusting the giving of assistance. It is also of extreme importance the implementation of improvements on the aspects that are directly related to the work execution to do the reception, such as the increasing of the opening hours, demand administration and better room space, providing comfort and well-being to the users. / Este estudio de carácter cualitativo y naturaleza exploratória tuvo como objetivos detectar el significado del acto de donar sangre; identificar elementos ligados a la decisión de convertirse en un donador de sangre; conocer las dudas relacionadas a la donación de sangre; conocer la opinión del donador al respecto así como sobre la organización del trabajo realizado por el servicio; identificar qué estrategias son más eficientes para el desarrollo de un programa de donación voluntaria de sangre; identificar la importancia de la relación profesional-usuario en la conquista de donadores voluntarios y habituales. Fue realizado em el Banco de Sangre del Hospital Santa Casa de la ciudad de Rio Grande y los sujetos fueron los donadores que se presentaron voluntariamente, en el período de enero a marzo de 2007. Se solicitó el Consentimento Libre y Esclarecido de los participantes y realizadas entrevistas (semiestructuradas) para la colecta de datos, que fueron grabadas e transcriptas. A partir del contenido de las entrevistas, los datos fueron clasificados en 4 grupos relativos: 1) al significado y el comportamiento frente a la donación de sangre; 2) a la evaluación de la organización del servicio y del atendimiento al donador; 3) a las estrategias para la promoción de la donación de sangre altruista; y 4)a la relación profesional-usuario en la fidelidad de donadores asiduos. El análisis permite percibir que es indispensable desenvolver una comunicación social eficaz que contemple información y educación, buscando reducir los miedos, tabus y falsas ideas que pueden desmotivar a las personas a tornarse donadoras de sangre. Se debe elaborar o producir medios, materiales, mensajes que tengan como función no apenas desmistificar los efectos de la donación, pero, também, despertar la generosidad y solidaridad, y educar cuanto a la necesidad de donadores saludables y regulares. Se debe estudiar los sentimientos de los que donan y no donan para que perciban que la donación se hace de personas para personas y que, por lo tanto, la responsabilidad por el abastecimiento es de carácter social. Los servicios necesitan desarrollar una filosofia de atendimiento a los donadores apoyada en el humanitarismo de las relaciones, procurando estar abierto y atento a las interrogaciones y respondiendo de forma correcta, orientando, calmando e satisfaciendo las necesidades presentadas por los donadores. Recibir y entender que las quejas pueden servir para mejorar el servicio. Desarrollar medios y medir de forma permanente los resultados de indicadores de satisfacción que permitan orientar la necesidad de ajustar el atendimiento. También es de extrema valía el implante de mejorias en los aspectos que están directamente relacionados a la ejecución del trabajo para realizar la recepción, con ampliación del horario de atendimiento, administración de la demanda y mejor espacio físico, proporcionando confort y bienestar a los usuarios.

In this research paper, the effectiveness of Strategic Planning in Blood Transfusion Services in South Africa was investigated. A brief general overview of relevant aspects that specifically relate to the strategic planning of Services and not-for-gain organisations was presented. The literature study included an explanation of the steps involved in the strategic planning process and the guidelines to develop and implement each of these effectively. The research methodology consisted of three phases: Phase 1 - A literature study to determine the most effective strategic plan for a not-for-gain organisation. Phase 2 - An empirical study to determine the effectiveness of the strategic planning processes in practice by means of a survey among the Blood Transfusion Services in South Africa. Phase 3 - The findings from the literature study and empirical study were used to evaluate whether effective strategic planning is implemented in the Blood Transfusion Services in South Africa. The following recommendations and conclusions were made: The Blood Transfusion Services that have not yet started seeking the opinion of all the stakeholders involved in the organisation should strongly consider implementing this strategy as part of the services provided to the community. The services operate as individual organisations, but clearly influence each other within the industry and the changes within the external environment form part of the elements that are considered by the services when determining the strategic direction of the services. All the services identify the major areas for which objectives need to be set to assist the organisations in achieving long-term prosperity, but they do not all set objectives in these areas. When it comes to strategic issues, all the services state that they identify these, but not all pre-determine criteria for evaluating the strategic issues. Guidelines for the effective implementation of the strategies of choice by lower managers or supervisors are not developed by all the services, nor do most of the services have control mechanisms in place to assist in effective implementation of the strategic planning process.

Thesis (M. Tech.) -- Central University of Technology, Free State, 2008 / Blood transfusions carry a number of risks, one of which is transmitting HIV/AIDS from an infected donor. Since HIV is sexually and parenterally transmitted, the initial HIV risk management of donated blood in the early 1980‟s consisted of screening by visual assessment and completion of a lifestyle questionnaire, followed by deferral of practicing homosexual and bisexual male donors and intravenous drug addicts. The visual assessment was replaced by tests for antibodies directed against HIV, from the middle 1980‟s. In the early 1990‟s HIV was increasingly found in the black population of South Africa, particularly among black women. By 1998 0.26% of the received donations returned a positive test for HIV-1. In 1999 the South African Blood Transfusion Service (SABTS) Blood Safety Policy was introduced, including a donation HIV-risk categorization model which used the donor ethnic group, gender and donation history as indicators of the risk of exposure to HIV. The unacceptable use of the donor ethnic group as an indicator was the motivation to seek a suitable alternative donation risk categorization model which excludes the donor‟s ethnic group. The use of a more acceptable model with a high level of accuracy in predicting the risk of exposure to HIV has the potential of contributing to the reduced risk of HIV transmission through blood transfusion in South Africa. The aim of this study was to compare the suitability of four alternative models based on the information obtained from donors. Donations from new and lapsed donors were categorized in the highest applicable risk category in each model. The study was divided into two phases to achieve the aim. The first phase needed to determine suitable parameters for a model which uses the donor‟s age as an indicator. For this phase the ages of the regular donors returning an HIV-positive test result, were analysed. The second phase was to evaluate the effectiveness of the four suggested alternative blood donation risk categorization models against the model introduced by the SABTS in 1999. During this phase the donor demographic data and donation histories of donors who made donations at the Bloemfontein branch of the South African National Blood Service (SANBS) between October 2004 and September 2005, were analysed statistically. This phase honed in on two aspects to evaluate the effectiveness of the alternative models. Firstly the percentages of HIV-positive donations found in each risk category of each model, were determined as indicators of the residual risk of HIV-positive donations within the window period. Secondly the percentages of the collected blood donations allocated to each risk category within each model, were analysed to give an indication of the availability of “safe” blood associated with each of the models. The first phase of the study highlighted the difference in the age-group prevalence between male and female regular donors who returned an HIVpositive test result. Potentially suitable parameters for an Age-based Model were formulated by comparing this data with the ages of the donors who donated in Bloemfontein during the twelve months covered by this study. The second phase compared a Donation Interval Model, a Combination Model (using donation interval, gender and ethnic group as indicators), the SANBS 2005 Model (using age and gender as indicators) and an Agebased Model (using age and gender as indicators) with the SABTS 1999 Model (using gender and ethnic group as indicators). This study has shown that each of the models analysed has its advantages and disadvantages. The SANBS 2005 Model proved the best model without an ethnic indicator, for SANBS. Several recommendations regarding further investigation emanating from the results of this study were made.

In this dissertation I provide an ethnographic account of the testimony of four expert witnesses who appeared before the Commission of Inquiry on the Blood System in Canada (the Krever Inquiry) as they described the production of scientific knowledge and the role that knowledge played in the struggle to protect the blood supply from being contaminated by AIDS during the early 1980's. In doing so, I bring together the experts' testimony with contemporary documents gathered by the Commission and interviews I conducted with participants in the proceedings. Using insights drawn from the disciplines of anthropology, sociology, and history, I explore what the witnesses' accounts reveal about their understandings of their professional world and its relationships with other worlds, especially that of public health policy making. The Krever Inquiry offered a valuable opportunity for carrying out such an investigation. It provided a site where science was not only used, it was talked about. The Inquiry invited those involved in the blood system in the early 1980's to reflect upon and explain the beliefs and actions which surrounded one of the worst public health disasters in Canadian history and it asked the witnesses how similar catastrophes could be avoided in the future. As a result, many of the issues addressed at the hearings reflect matters of current concern in public health and medicine. The Inquiry addressed difficult issues surrounding the nature of scientific knowledge and its application in health decision-making and policy formulation. This study, therefore, may be of interest to those dealing with the problems surrounding uncertainty and the management of public health crises. It may also be of interest to those dealing with conflicts rising out of the intersection of different worlds of experience and practice, as well as to those involved in the current initiatives to both make medical and public health institutions more proactive, and inclusive, and public health decision-making more transparent.

In this dissertation I provide an ethnographic account of the testimony of four expert witnesses who appeared before the Commission of Inquiry on the Blood System in Canada (the Krever Inquiry) as they described the production of scientific knowledge and the role that knowledge played in the struggle to protect the blood supply from being contaminated by AIDS during the early 1980's. In doing so, I bring together the experts' testimony with contemporary documents gathered by the Commission and interviews I conducted with participants in the proceedings. Using insights drawn from the disciplines of anthropology, sociology, and history, I explore what the witnesses' accounts reveal about their understandings of their professional world and its relationships with other worlds, especially that of public health policy making. The Krever Inquiry offered a valuable opportunity for carrying out such an investigation. It provided a site where science was not only used, it was talked about. The Inquiry invited those involved in the blood system in the early 1980's to reflect upon and explain the beliefs and actions which surrounded one of the worst public health disasters in Canadian history and it asked the witnesses how similar catastrophes could be avoided in the future. As a result, many of the issues addressed at the hearings reflect matters of current concern in public health and medicine. The Inquiry addressed difficult issues surrounding the nature of scientific knowledge and its application in health decision-making and policy formulation. This study, therefore, may be of interest to those dealing with the problems surrounding uncertainty and the management of public health crises. It may also be of interest to those dealing with conflicts rising out of the intersection of different worlds of experience and practice, as well as to those involved in the current initiatives to both make medical and public health institutions more proactive, and inclusive, and public health decision-making more transparent. / Arts, Faculty of / Anthropology, Department of / Graduate

The purpose of the study is to evaluate the service quality that the SANBS provides to its customers, by measuring customers’ perceptions and their expectations of service quality provided by the supplier of blood transfusion services. The organization that is used for this study is the South African National Blood Service (SANBS). Specifically the study seeks to: 1. Determine the extent to which customers are satisfied or not satisfied with the service they receive from the SANBS using the ten-dimensional format of SERVQUAL model, modified to the specific service quality requirements of the blood transfusion service industry. 2. Establish customers’ perceptions of the service they receive using a multiple-item scale (SERVQUAL) for measuring consumer perceptions of service quality. 3. Establish customers’ expectations of the service, and compare them to their perceptions of the service they currently receive. The comparison is made along each service quality dimension, across different parts of same service on a geographical basis, and across different customer groups on a customer category (or type) basis. 4. Recommend implementation of appropriate service quality performance improvement procedures where necessary. Study design and methods: The data for the study came from the SANBS’ customer perception and expectation survey conducted in 2005. Questionnaires were sent out to hospitals that use products and services provided by the SANBS in the Eastern Cape and KwaZulu-Natal Provinces of South Africa. The questionnaire was based on the multiple-item SERVQUAL model for measuring consumer perceptions of service quality, modified and tailored to specific service quality requirements of the blood transfusion service industry. Questionnaires were sent out to 113 (69.3%) hospitals out of a total of 163 blood-utilizing hospitals in the two provinces. Of the 113 hospitals, 92 (81.4%) responded, with questionnaires rendered unusable. The final sample size is 88 and is included in the final study database. The data is analyzed by comparing different parts of the service on a geographical basis namely KwaZulu-Natal and Eastern Cape zones. The data is also analyzed by comparing different customer groups namely the Rural State Hospitals, the Urban State Hospitals and Private Hospitals. Results: The result confirms the research (alternative) hypothesis (H1 : μ1 ≠ μ2), and rejects Ho. The overall expectations ratings are higher than the perceptions ratings, and the KwaZulu-Natal expectations ratings are higher than the Eastern Cape ratings. The expectations of private hospitals and rural state hospitals have a higher rating than that of urban state hospitals and the perceptions of private and urban state hospitals have a higher rating than that of rural state hospitals. The largest service quality gap is the accessibility dimension which relates specifically to approachability and ease with which customers can access staff at different levels of the organization by e-mail, and includes accessing of knowledgeable blood bank personnel and medical staff of SANBS, but may also relate to the distance of hospitals from the nearest blood bank, all of which are situated in urban state hospitals. The mean difference for accessibility is the highest followed by the understanding customer mean difference. The mean differences for the other dimension categories are significantly less than that of the largest two dimensions, but not significantly different amongst themselves. The mean difference for rural state hospitals is the largest followed by private hospitals and urban state hospitals. The mean difference for rural state hospitals is greater than that for urban state hospitals in both zones, but the mean difference for private hospitals is greater in KwaZulu-Natal than in the Eastern Cape. The dimension means of differences for rural state hospitals are greater than that for urban state hospitals. According to the correlations between expectations and perceptions for different dimensions, there is a weak or no linear relationship between expectations and perceptions. Conclusion: This empirical study supports the literature on the provision of service quality, and concludes that there is a statistically significant difference or gap between the services offered by the SANBS as perceived by its customers, and the expectations of its customers. The study substantiates the need for management of blood transfusion services to take into account customer perceptions of service quality and their expectations, and upon identification of gaps, to implement appropriate service quality improvement processes, rather than take a one sided view of their (SANBS’) own perception of service quality.