Pasquarella A, Marceca M, Casagrande S, Gentile D, Zeppilli D, Buonaiuto N, Cozzolino M, Guasticchi G
Lazio Sanità--Agenzia di Sanità Pubblica della Regione Lazio.
Ann Ig. 2007 Mar-Apr;19(2):121-9.
Home care customer satisfaction has been, until now, rarely evaluated. After illustrating the main italian regional surveys on this issue, the article presents a customer satisfaction survey carried out in the district of Civitavecchia (Local Health Unit 'Rome F'), Lazio, regarding 30 home care beneficiaries. Methodological aspects emerging from the survey are basically focused on: advantages and disadvantages of quantitative and qualitative approaches (possibly associated each other); main criteria of eligibility of people selected for interviewing, both patients or caregivers; conditions that maximize answers reliability, including training on interviewers. Authors highlight opportunity of using such kind of survey, integrated with other different tools, into a systemic vision, for promoting management changes coming from suggested problems, aimed at total quality management.
到目前为止，家庭护理客户满意度很少得到评估。在阐述了意大利关于这一问题的主要地区调查后，本文介绍了在拉齐奥大区奇维塔韦基亚地区（罗马F地方卫生单位）针对30名家庭护理受益人进行的一项客户满意度调查。调查中出现的方法学方面主要集中在：定量和定性方法的优缺点（可能相互关联）；被选中进行访谈的人员（患者或护理人员）的主要资格标准；使答案可靠性最大化的条件，包括对访谈者的培训。作者强调了将此类调查与其他不同工具相结合，纳入系统视野的机会，以促进针对所提出问题的管理变革，实现全面质量管理。
