In Italy the culture of pain is not properly spread. In order to promote a significant socio-cultural change, it was enacted the Law 38 of 2010, which concerns the palliative care and the pain therapy and provides for a compulsory registration of the pain and results of relief in the medical records. The research objective is to monitor the quality of services, as perceived by patients, provided in the Structure of Pain Medicine of the University Hospital “Ospedali Riuniti” in Foggia. For the analysis on desk, the research of theoretical models and managerial tools useful to the Head of the hospital ambulatory will be done in the studies of service management; while the analysis on field will be conducted through a questionnaire that will carry out the customer satisfaction survey. In details, the questionnaire will consider aspects of the outpatient service of pain therapy related to the booking service, waiting time for booking and medical examination, kindness and openness to communication of the personnel, respect for privacy, relief from pain. The survey methodology will be divided into several phases: definition of the investigation field; planning of tools; method of administration; data processing; presentation of results; improvements on hospital performances. Key words: outpatient service of pain therapy, measuring the intensity of pain, patient satisfaction, perceived quality.
A hospital structure of pain medicine to improve the patients' perceived quality of heath care services: the experience of the University Hospital "Ospedali Riuniti" in Foggia
IAFFALDANO, NICOLAIA;
2013-01-01
Abstract
In Italy the culture of pain is not properly spread. In order to promote a significant socio-cultural change, it was enacted the Law 38 of 2010, which concerns the palliative care and the pain therapy and provides for a compulsory registration of the pain and results of relief in the medical records. The research objective is to monitor the quality of services, as perceived by patients, provided in the Structure of Pain Medicine of the University Hospital “Ospedali Riuniti” in Foggia. For the analysis on desk, the research of theoretical models and managerial tools useful to the Head of the hospital ambulatory will be done in the studies of service management; while the analysis on field will be conducted through a questionnaire that will carry out the customer satisfaction survey. In details, the questionnaire will consider aspects of the outpatient service of pain therapy related to the booking service, waiting time for booking and medical examination, kindness and openness to communication of the personnel, respect for privacy, relief from pain. The survey methodology will be divided into several phases: definition of the investigation field; planning of tools; method of administration; data processing; presentation of results; improvements on hospital performances. Key words: outpatient service of pain therapy, measuring the intensity of pain, patient satisfaction, perceived quality.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
