USER SATISFACTION INFORMATION COLLECTION – YEAR 2024
The systematic collection of user satisfaction evaluation forms in the inpatient departments and services of the Nursing Home continued, achieving a globally satisfactory percentage of questionnaires returned out of the total delivered.
It is proposed to continue to give visibility to both the results and the suggestions, both internally through meetings with staff and externally, through posting on bulletin boards.
DAY SURGERY/DH ORTHOPEDIC-SURGICAL INPATIENT
An important part of the admissions carried out in the Nursing Home concerns patients with Day Surgery and DH regime; the satisfaction evaluation of these patients concerns aspects that are certainly different from those that a patient undergoing an ordinary admission, perhaps of medium-long duration, can appreciate. For this reason, a questionnaire is proposed that addresses these peculiar aspects for a short-term admission. The results showed that:
- The pre-operative pathway was perceived as excellent or good in 84.2% of cases.
- The road/parking pathway is rated excellent/good in 62% and fair in 30% of cases.
- The acceptance pathway is evaluated as excellent/good in 77.5% of cases.
- The management of the intervention is considered excellent/good in 94% of cases.
- The post-operative management is considered excellent/good in 93% of cases.
It is proposed to continue collecting these questionnaires next year as well.
INPATIENT (MEDICINE AND LONG-TERM CARE OF THE III FLOOR)
Attention continued to be focused on patient satisfaction in some departments considered critical, such as Long-term Care, Medicine, Pneumology, and Gastroenterology, with particular attention to patient reception, cleanliness and hygiene of the environments, and catering.
A systematic collection was carried out on a weekly basis in the inpatient departments of the III floor, thus obtaining a large sample of these patients; three main areas were investigated:
- The reception of the patient and relatives in the department.
- The cleanliness and hygiene of the environments.
- The management of meals.
A total of 195 interviews were collected (37 Medicine, 30 Long-term Care, 68 Pneumology, 60 Gastroenterology), which showed results:
- 99% positive for the reception/relationship with the staff.
- 86% positive for hygiene.
- 85% positive for meals.
The direct collection of comments from patients and relatives also aimed to perceive any dissatisfaction from users and to approach not only clinical-care issues but also socio-relational ones, to improve patient-staff relationships and promote the humanization of care.
Meetings with operators are proposed to disseminate the results of the questionnaires and raise staff awareness on the most critical aspects.
ENDOSCOPIA
The survey was a sample (21% of the total). The judgments collected are globally positive:
- 94% for the information received (complete).
- 95% for the degree of satisfaction.
- 93% for the availability of the staff.
- 92% for comfort.
- 95% willingness to repeat the survey if necessary.
The results confirm what was found in 2023. It is proposed to continue collecting this information in 2025.
FISIOCHINESITERAPIA
The survey was a sample (29% of the total). The results confirm the average maintenance of judgments compared to the previous year:
- 91% – 99% of overall satisfaction.
- 98% willingness to repeat the service if necessary.
Dissemination meetings with staff are proposed and to continue collecting this information in 2025.
RADIOLOGIA
The survey was a sample (12% of the total). The judgments collected are globally positive and confirm the results of previous years:
- 84% availability of the staff.
- 78% for the secretarial service.
- 94% for the completeness of the information.
- 88% of general satisfaction.
