User Satisfaction / Customer Satisfaction
Bietti Foundation cares about the well-being of patients: this is why it is essential to receive feedback from those who choose us and track the monitoring of the analysis of the satisfaction of the services offered to users.
The Public Relations Office, belonging to the health direction, aims to promote communication between IRCCS and citizens, to facilitate access to the services offered, to promote continuous quality improvement and to guarantee protection and participation.
It guarantees the protection of the user through the receipt and “processing” of the reports received, prepares the investigation, acquiring the useful data, and guarantees a response within the terms provided by law. It also provides, based on what is reported by users, proposals for improving the services offered to the public.
Those exposed are “managed” and, after an accurate internal investigation, citizens who request it are provided with a valid and clear response to what has been reported in the times and ways provided for by current legislation and in full respect of transparency and privacy.
All the exhibits received are subject to analysis, classification and reporting for the review of the Directorate as well as for the appropriate and possible organizational repercussions.
The exhibits are considered a useful and indispensable tool for the humanization and continuous improvement of the quality of the services offered.
The Office for Public Relation also acquires written expressions of thanks or commendations, considered a useful and indispensable recognition of the perceived quality of the services offered. Commendations are also subject to reporting.
The distribution and collection of anonymous user satisfaction questionnaires together with the collection of positive and negative reports, represent the main tool for the activation of specific improvement actions and confirm the constant commitment both Directorates and all the staff of the IRCCS G.B. Bietti Foundation Onlus for the improvement of the perceived quality and humanization of care.
2023 is a particular year of first start of activities independently with the activation of numerous services and activities and therefore the data below are to be considered a starting point for future improvement actions. The data that have been collected derive from satisfaction questionnaires specially prepared both for the clinic and for the hospital, as well as through direct reports or by email (urp@fondazionebietti.it). Regarding the reports during 2023, 4 commendations and one complaint were received. The analysis of the satisfaction questionnaires, although representing a low percentage compared to the approximately 72,000 outpatient services and 3,800 surgical interventions, showed that the inpatient activity achieves greater patient satisfaction with 89.7% of good evaluation compared to the outpatient activity equal to 73%.
The outpatient activity is penalized by the results relating to the waiting time between the first consultation and the end of the service, which is linked both to the type and number of services performed in a single access and to the complexity of the pathologies that pertain to our Centre.
It will be advisable to work on effective communication with patients by verifying any times to be optimized as well as implementing the detection by making the Operating Units’ directors and the nursing coordinator responsible.
As this is the first year of data collection under autonomous management, it will be significant to compare the data for the coming years.
Partnerships with stakeholders: patients and associations
Priority in the activities of the IRCCS is the awareness and engagement of the patient in the paths of prevention, diagnosis, treatment and rehabilitation.
To this end, many initiatives have been undertaken. Among them:
- the awareness-raising on the need for visual acuity control also through special free APPS made available by the WHO;
- the organization of an event on the World Day of Rare Diseases on 28 February 2023 on “support for patients suffering from genetic and rare diseases of the eye” with the participation of a geneticist (Dr. Cordeddu, of the ISS), the testimony of one of our patients and finally the President of an association of patients suffering from “blue cone monochromacy” (Dr. Renata Sarno);
- the membership of the Eye Disease Patients Association by our ophthalmologists.;
- the attention to social aspects.
Vision loss can affect people of all ages. Globally, according to the WHO, at least 2.2 billion people have a near or far visual impairment. At least 1 billion of these cases could have been avoided or more easily addressed with glasses or cataract surgery. In addition, impaired vision represents a huge global financial burden, with an estimated 411-billion-dollar loss in workplace productivity due to vision problems.
In addition, among the fragilities that emerged with the pandemic, there is undoubtedly health poverty, a phenomenon that was subsequently aggravated by the economic consequences of the ongoing wars: the cost of living and the growing difficulty of many families to face primary expenses have accentuated the tendency to postpone medical examinations or the purchase of a pair of glasses.
The IRCCS Bietti Foundation, in line with its statutory mission and incorporating the World Health Organization’s programmatic lines in the “Vision for Everyone” objective, that is making eye care accessible worldwide by 2030, during 2023 joined the “Sight Days” initiative in which real temporary eye clinics were set up, guaranteeing access to quality eye care to over 5,800 disadvantaged people throughout the national territory.
This initiative has been transformed with the establishment of a permanent ophthalmological Spoke held by the IRCCS Bietti Foundation at the S. Gallicano of the Community of S. Egidio in Rome, offering free ophthalmological visits to the socially weak, and providing a guided route for any second-level in-depth study at our British Ophthalmology Centre. The Onesight Essilor Luxottica Foundation, a partner in the initiative, provided the glasses free of charge.
In addition to the “Sight Days”, the “See you in Corviale” Project was added in 2023, in which – with the collaboration of IAPB Italia Onlus – we focused on particularly disadvantaged urban areas with the aim of declaring them “free from visual problems”.
The commitment of our ophthalmologists has received recognition at the 2023 Solidarity Award as part of the “Sight Days” c/o the Chamber of Deputies at the Bietti IRCCS Foundation.
Contact details
Office of Public Relations – Health Directorate
Manager: Sabrina Tranquilli
Tel. 06/84009400-1
Email: urp@fondazionebietti.it
Office of Public Relations report sheet
