Enhancing the Deferred Donor Experience: Lessons from Qualitative Research on Temporary Blood Donor Deferral

Presented by Shana D. Hughes, PhD, MPH; Rishika Mundada, BS; Suzanne M. Joiner, BA, BA

Executive Summary
Temporary donor deferrals are a routine part of blood collection operations, yet they can represent a critical moment in the donor journey. While donor centers often focus on the clinical and operational aspects of deferral, how the experience is communicated may have a lasting impact on donor satisfaction, trust, and willingness to return.
This qualitative study explored how donors perceive temporary deferrals and what factors influence whether the experience is viewed positively or negatively. Findings indicate that the donor experience is shaped less by the deferral itself and more by the quality of interpersonal interactions and communication provided throughout the process.
The research provides valuable guidance for blood centers seeking to strengthen donor retention, improve donor satisfaction, and create more supportive donor experiences during potentially disappointing moments.