La qualità percepita in Assistenza domiciliare: considerazioni metodologiche alla luce di un’esperienza nel Lazio

Home care customer satisfaction has been, until now, rarely evaluated. After illustrating the main italian regional surveys on this issue, the article presents a customer satisfaction survey carried out in the district of Civitavecchia (Local Health Unit ‘Rome F’), Lazio, regarding 30 home care benefi ciaries. Methodological aspects emerging from the survey are basicly focused on: advantages and disadvantages of quantitative and qualitative approaches (possibly associated each other); main criteria of elegibility of people selected for interviewing, both patients or caregivers; conditions that maximize answers reliability, including training on interwievers. Authors highlight opportunity of using such kind of survey, integrated with other different tools, into a systemic vision, for promoting management changes coming from suggested problems, aimed at total quality management