Safeguarding and Quality Assurance
Effectiveness, appropriateness, acceptability, satisfaction, and accessibility are fundamental requirements for healthcare interventions.
PROTECTION AND VERIFICATION MECHANISMS
The Management of “Villa Santa Chiara” works to safeguard patients in this regard and to ensure the maintenance of high quality standards in the services offered.
For complaints and suggestions, the Patient Relations Office (URP) is available at the Admissions/Secretariat desk, located at the entrance of the facility on the ground floor. Patient reports made to the Head Nurse of the ward are referred to the Physician in Charge. In any case, the Medical Directorate, after evaluating the complaint, takes action and informs the user of the outcome of their request as soon as possible. For more complex situations, a more in-depth investigation is foreseen, along with any appropriate corrective actions.
INTERNAL ORGANIZATIONAL DOCUMENTS
-
The Service Charter, the Services Guide, and the Quality Management Manual. These constitute elements of continuity in the facility’s way of operating, amidst changing circumstances and personnel. They are available for consultation at the Secretariat, complete with procedures, protocols, and operating instructions.
-
Quality Questionnaire – User Satisfaction Survey. In compliance with the Council of Europe Directive on “Quality in Health Care: the patient’s perspective,” the facility ensures the possibility to express an opinion on the quality of services and care received, through questionnaires evaluating the level of satisfaction perceived within the facility
-
Quality Manager. The Quality Assurance Manager, a professional figure dealing with aspects related to the service qualification process, is responsible for the application and verification of the adopted quality standards. In this facility, this function is performed by Ing. Montolli Federica. An inspection audit on the performance of processes and programs is carried out every year by the certification body supervising the Quality System.
-
Management Review. This is an important moment of self-evaluation and self-control. At least once a year, the Quality Manager reports to the CEO and the heads of all facility services on the overall performance of services. After evaluating the results obtained against Quality Objectives, remaining problems, and improvement proposals, a programmatic document of corrective actions is drafted to resolve the issues that have emerged and further improve the level of quality.