[Implementation of methods for detection of perceived quality: the application of the Picker's method in ASL Napoli 1...

The evaluation of the patient satisfaction in primary care is quite difficult to evaluate for lack of appropriate indicators. The objectives of this study were the validation of the method, using the Picker Institute's Inpatient Questionnaire, and the assessment of patient judgment about the quality of primary care in the DS 50. The indicators that have been used included 3 areas: communication, organization and patient-staff relationship. The results showed that the patient-staff relationship area was indicated as the most important for the patients and they pointed out several problem either for human (self-reference of the professional, lack of emotional relationship) and or for organizational aspects (waiting time). The study highlight that in order to improve the utility of such method, the health organization must be able to appropriately evaluate the patients' need, setting them in a specific organizational vision.