title: [Measurement of customer satisfaction and participation of citizens in improving the quality of healthcare services.].
abstract: Managing quality in health care whilst ensuring equity is a fundamental aspect of the provision of services by healthcare organizations. Measuring perceived quality of care is an important tool for evaluating the quality of healthcare delivery in that it allows the implementation of corrective actions to meet the healthcare needs of patients. The Rome B (ASL RMB) local health authority adopted the UNI EN 10006:2006 norms as a management tool, therefore introducing the evaluation of customer satisfaction as an opportunity to involve users in the creation of quality healthcare services with and for the citizens. This paper presents the activities implemented and the results achieved with regards to shared and integrated continuous improvement of services.
authors.affiliation: Direttore Generale ASL Roma B.
authors.forename: Flori
authors.initials: F
authors.lastname: Degrassi
authors.forename: Cristina
authors.initials: C
authors.lastname: Sopranzi
authors.forename: Antonella
authors.initials: A
authors.lastname: Leto
authors.forename: Simona
authors.initials: S
authors.lastname: Amato
authors.forename: Antonio
authors.initials: A
authors.lastname: D'Urso
mesh_terms: D003258:Consumer Behavior; D003695:Delivery of Health Care; D006296:Health Services; D006801:Humans; D017060:Patient Satisfaction; D010549:Personal Satisfaction; D011785:Quality Assurance, Health Care; D011787:Quality of Health Care