Università degli Studi di Modena e Reggio Emilia
Corso di laurea in infermieristica - Sede di Modena
| Thesis Title | A survey of customer experience in a sample of users of Finale Emilia House of Health in March and April 2019 |
|---|---|
| Name | Scarpa Sofia |
| Supervisor(s) | Nava Letizia |
| Academic Year | 2018/19 |
| Thesis type | Research thesis |
Abstract
PURPOSE OF THE RESEARCH: To investigate and evaluate the perception that people have of the quality of the services offered by the House of Health in Finale Emilia. In particular, it focuses on the nursing clinics, with the aim of identifying points for reflection and improvement for the nursing profession and for the House of Health.
MATERIALS AND METHODS: A quantitative research has been carried out through the descriptive study of a phenomenon. A questionnaire validated by the Emilia Romagna region was given to 74 subjects, taking into consideration certain items that reflect both the area of quality of care and of take-over, and the relational area, of security and trust. After collecting all the questionnaires, the data were transcribed on an Excel spreadsheet and then the most complex data were processed with the help of an ASL statistician, who used the Stata 11 software.
RESULTS: The resulting data show a substantial difference between persons receiving assistance in a medical clinic and those assisted by a nursing staff, especially if the people are included in a care pathway. The latter evaluate the health care they have received with satisfaction, particularly in terms of take-over, follow-up and active listening.
CONCLUSIONS: This project demonstrates that, in the nursing profession, it is essential to perform the service properly, but also to take care of the patients and their disease, in order to guarantee an overall take-over, that is the main goal of the Houses of Health.