[Customer satisfaction in home care: methodological issues based on a survey carried out in Lazio].
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.
Pasquarella
A
A
Lazio Sanità--Agenzia di Sanità Pubblica della Regione Lazio.
Marceca
M
M
Casagrande
S
S
Gentile
D
D
Zeppilli
D
D
Buonaiuto
N
N
Cozzolino
M
M
Guasticchi
G
G
D000368:Aged; D003258:Consumer Behavior; D015577:Geriatric Assessment; D006306:Health Surveys; D006699:Home Care Services / Q000458:organization & administration / Q000592:standards; D006801:Humans; D007558:Italy; D017060:Patient Satisfaction; D011787:Quality of Health Care; D011795:Surveys and Questionnaires; D017749:Total Quality Management / Q000592:standards