Conţinutul numărului revistei |
Articolul precedent |
Articolul urmator |
721 16 |
Ultima descărcare din IBN: 2023-11-29 12:25 |
SM ISO690:2012 BRIOSCHI, Dania, BORELLO, Margherita. Il sistema sperimentale di rilevazione della qualita percepita e la gestione aziendale dei reclami come strumenti integrati nella prevenzione della malpractice
. In: Sănătate Publică, Economie şi Management în Medicină , 2013, nr. 1(46), pp. 39-45. ISSN 1729-8687. |
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Sănătate Publică, Economie şi Management în Medicină | ||||||
Numărul 1(46) / 2013 / ISSN 1729-8687 /ISSNe 2587-3873 | ||||||
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The Local Health Authority of Biella (Piedmont Region) provides healthcare
services to 180.000 citizens through 2 Districts and 1 Hospital (400 beds). In 2009 a new experimental Customer Satisfaction management system has been integrated with a complaint management system, in order to develop a network of data collecting, processing and reflection to Malpractice Prevention. Questionnaires and Focus Groups were used to assess Customer Satisfaction. A network based on the Public Relation Office was established to receive complaints. A group of “listening and mediation of conflicts” has been introduced, to solve the cases with a strong relational involvement and to deeply analyze variables leading to the complaint in the customers’ perception.
Customer Satisfaction has always been used for external performance communication. The hospital experimental Customer Satisfaction management
system has been innovatively conceived for internal “bottom-up” communication,
emphasizing professionals’ organizational culture. The network of selected and qualified points for complaints reception equally widespread between hospital and territory allows: 1) to receive the customers in the moment they express their disappointment and to solve it out; 2) a continuous information exchange among the professionals involved in critical situation. It facilitates targeted communication actions and improvement interventions for Malpractice Prevention. |
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