Donor Experience and Satisfaction: A Cross-Sectional Survey of Australian Milk Donors

Abstract

Pasteurised donor human milk is a vital resource for vulnerable preterm infants. As demand continues to grow, the sustainability of milk banking services relies not only on recruiting donors but also on fostering positive donor experiences. Satisfied donors are more likely to contribute consistently and advocate for the service, enhancing its visibility and community support. A total of 588 formal milk bank donors who donated to Australian Red Cross Lifeblood milk programme between January 2024 and April 2025 were invited to participate in a survey. The survey aimed to explore factors that make milk donors feel valued, evaluate their satisfaction with different aspects of the donation process, and identify barriers that may hinder continued donation. The survey included Likert-scale questions and optional open-text responses. The survey was completed by 257 donors (43.7% response rate). Most (72.4%) felt highly valued by Lifeblood, especially due to receiving milk bags, and having supportive, personal interactions with donor coordinators. However, some donors felt undervalued due to a lack of post-donation communication. Whilst satisfaction with the donation process was high, some respondents found the screening process repetitive and time-consuming. The most reported barrier was limited freezer space (67.7%), followed by time constraints, illness in the household, and the burden of cleaning and sterilising equipment for milk expression at home. Milk banks should adopt donor-centred practices, including streamlining processes to minimise time and effort required for donors, reduce costs incurred by donors where feasible, and enhance post-donation transparency and engagement.