Quality
a concrete commitment
Safe, effective, and person-centered care
The Private Clinic Malatesta Novello is committed every day to ensuring the highest quality standards, with the aim of offering excellent care in a climate of humanization and patient satisfaction.
Patient-centered
Safety
of care
Monitoring
and improvement
Transparency
and trust
Quality standards, commitments, and programs
It is part of the very essence of private hospitality to aim to provide the best care in a humanization-oriented climate aimed at patient satisfaction: private hospitality is based on choice and free choice, and for this reason the quality, efficiency, and effectiveness of care are a deontological and contractual duty of doctors.
Quality factor
Relevant aspect for the perception of the quality of the service by those who experience it concretely. It can be objective — qualitative or quantitative — or subjective, detectable only by collecting the perception of the users.
Quality indicator
Quantitative variable or qualitative parameter that records a certain phenomenon, considered indicative of a quality factor.
Quality standards
Expected value for a certain indicator. The general standard concerns the overall performance provided; the specific one concerns each individual service, which the user can directly verify compliance with.
Quality factors for hospitalization
The fundamental principle on which the model pursued within the Casa di Cura is based is to enhance the centrality of the patient: to allocate structural, technological, and professional resources to solve users' health problems, ensuring correct information on the organization and access to services, necessary diagnostic and therapeutic-rehabilitation interventions, and ensuring the greatest environmental and assistance comfort during the stay.
Certified quality system
The Casa di Cura has developed a quality system in compliance with the accreditation model requirements of the Emilia-Romagna Region, so that independent bodies can continuously verify its development.
Recognizable staff
Each operator is equipped with an identification badge with name and surname: the patient knows at all times who they are addressing.
Unique medical record
The clinical course is collected in the unique medical record, stored in a dedicated archive whose access is limited and under the ethical responsibility of a doctor.
Discharge letter
Each discharged patient is given a letter signed by the ward doctor, addressed to the attending physician, with clarifications on the type of hospitalization, the treatments administered, and the post-discharge treatment.
Complication control
Continuous monitoring is carried out on the onset of post-operative complications, to keep them within the limits recognized by national and international medical literature.
A.I.O.P.
The Casa di Cura is registered with the Associazione Italiana Ospedalità Privata, the official body and authoritative guide of Italian private healthcare.
Maximum time between booking and hospitalization
Specific standard for scheduled hospitalization, by ward.
| Inpatient ward | Maximum waiting |
|---|---|
| General medicine | 2 days |
| General surgery | 2 days |
| Orthopedics | 2 days |
| Otorhinolaryngology | 2 days |
| Otorhinolaryngology with surgical intervention | 20 days (7 in the summer period) |
For certain orthopedic procedures — arthroscopy, hand surgery, hip and knee prostheses, spine surgery — the patient can choose one of the consultants available at the Casa di Cura as the surgeon. In this case, the wait is usually extended from 15 to 30 days, and the date is agreed upon between the orthopedic surgeon and the patient.
Technological equipment
The technological equipment is one of the main indicators of the quality of care and goes well beyond what is required by current regulations. For imaging diagnostics, alongside conventional radiology, there are three distinct sectors of ultrasound, computed axial tomography (CT), and magnetic resonance imaging (MRI).
Operating department
Articulated and specific instrumentation for:
Sub-intensive care
To support surgical activity, a sub-intensive care unit is set up, which provides continuous monitoring of the main vital functions.
Digestive Endoscopy
Diagnostic and surgical service also equipped with instruments for the surgical resolution of biliary-pancreatic diseases, with professional accreditation from the Italian Society of Digestive Endoscopy. There is an agreement with the School of Specialization in Gastroenterology and Digestive Endoscopy of the University of Ferrara.
Verification tools
It is the responsibility of the Quality Assurance Manager to systematically monitor the waiting times between admission and surgery, to introduce organizational corrections if necessary. The operational effectiveness of the technological equipment is maintained with preventive maintenance contracts and periodic checks, and by a procedure that provides for continuous monitoring of each individual device.
Evaluation form delivered to each patient
Returned completed at the time of discharge
- 1 Information received and clarity of the staff who provided it at the time of the hospitalization request
- 2 Professionalism, kindness, and availability of doctors
- 3 Availability, clarity, courtesy, and professionalism of nursing and assistance staff
- 4 Comfort of the hospital rooms
- 5 Cleaning service
- 6 Overall functionality of the Clinic
- 7 Quality of meals
- 8 Attention to pain management (pain-free hospital)
The patient can also express any suggestions they deem appropriate to improve the services offered.
Outpatient services
Quality Assurance Manager checks
- Systematic and sample surveys on compliance with waiting times for service delivery
- Systematic and sample surveys on report delivery times
- Survey of user perception through service evaluation form
- Monitoring of any complications arising during particular diagnostic or operative procedures
Commitments and programs
The Clinic is committed to doing everything necessary to ensure the hospitalized patient:
Objective and impartial information on the services and facilities available
Adequate information on the hospital stay
Diagnosis and therapeutic acts collected in a personal medical record, in strict confidentiality towards third parties
The right to have any complaints considered
The possibility to refuse any diagnostic, therapeutic, or experimental method, after exhaustive and clear information
Confidentiality and respect for the person during visits and other healthcare services
Personalized assistance for special cases, such as children or people with disabilities
As part of the reception procedures, in addition to the information booklet, the patient is given a welcome letter with useful information about life in the Clinic and the services offered.
The Clinic in comparison
In the Emilia-Romagna Region survey on quality from the demand side, the Clinic consistently scores above the regional average.
