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Piccirelli, Alessandra (2009) Percezione delle liste e dei tempi d'attesa nei servizi sanitari. Variabili antecedenti alla customer satisfaction. [Tesi di dottorato]

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Abstract (inglese)

The issue of waiting lists and waiting times characterizes most of the health systems of developed nations and whose purpose is to ensure universal coverage of health services in a broader perspective of fundamental human rights protection. So, apart from being a critical success factor for the health facility in terms of improving the quality of service and customer satisfaction, this issue taps a series of rights considered to be fundamental and inalienable by citizens/users such as the right to health, equality in access to the performances and care appropriateness. The issue acquires also more relevance because of higher expectations, the desire for greater involvement and participation by health services users and the link between satisfaction and patient adherence to treatments.
The research aims to explore the issue of the waiting lists and waiting times by a dual point of view, that of health professionals (through focus group) and users (through quantitative survey). With regard to users, a further objective consists in confirming the main relationships between the variables that emerge from the literature and reference models as well as designing and suggesting possible new relationships between them. These variables primarily pertain to the discrepancy between expectations and perceptions according to the confirmation/disconfirmation approach (Oliver, 1980), the perceived value associated with the service (Woodruff, 1997), the emotional and affective reactions (Pruyn & Smidts, 1998), the attribution of responsibility for internal-user causal locus vs. external-operators/external-system (Taylor, 1994; Weiner, 2000).
The overall results for the two phases of research can help to analyse deeper the issue of waiting lists and waiting times in the health service, and to provide ideas and operative suggestions aimed at improving specific user satisfaction about waiting times and, in general, the health service.

Abstract (italiano)

La problematica delle liste e dei tempi d’attesa caratterizza la maggior parte dei sistemi sanitari delle nazioni sviluppate il cui fine consiste nell’assicurare la copertura universale delle prestazioni sanitarie in una più ampia prospettiva di tutela di diritti fondamentali della persona. Quindi, oltre a rappresentare un fattore critico di successo per la struttura sanitaria in termini di miglioramento della qualità del servizio e della customer satisfaction, essa va a toccare una serie di diritti ritenuti ormai fondamentali e irrinunciabili da parte dei cittadini/utenti quali il diritto alla salute, l’eguaglianza nell’acceso alle prestazioni e l’appropriatezza delle cure. La questione acquista, inoltre, maggiore rilevanza in virtù delle aspettative più elevate, del maggior desiderio di coinvolgimento e di partecipazione espressi dall’utente dei servizi sanitari e del legame esistente tra soddisfazione e adesione del paziente alle cure e ai trattamenti medici.
La ricerca si propone di esplorare la problematica delle liste e dei tempi d’attesa da un duplice punto di vista, quello degli operatori sanitari (mediante focus group) e quello degli utenti (mediante questionario). Relativamente agli utenti, un ulteriore obiettivo consta nel confermare le principali relazioni tra le variabili emerse dalla letteratura e nei modelli di riferimento nonché nel delineare e suggerire possibili e nuove relazioni tra le stesse. Tali variabili concernono innanzitutto la discrepanza tra le aspettative e le percezioni dell’utente secondo l’approccio della conferma/smentita (Oliver, 1980), il valore percepito associato al servizio (Woodruff, 1997), le reazioni emotive e affettive (Pruyn & Smidts, 1998), le attribuzioni di responsabilità in termini di locus causale interno-utente vs esterno-operatori/esterno-sistema (Taylor, 1994; Weiner, 2000). I risultati complessivi relativi alle due fasi della ricerca consentono di contribuire all’analisi e all’approfondimento della tematica delle liste e dei tempi d’attesa nel servizio sanitario e di fornire spunti e suggerimenti operativi volti a migliorare la soddisfazione degli utenti specifica per i tempi d’attesa e, in generale per il servizio sanitario.

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Tipo di EPrint:Tesi di dottorato
Relatore:De Carlo, Nicola Alberto
Dottorato (corsi e scuole):Ciclo 21 > Scuole per il 21simo ciclo > SCIENZE PSICOLOGICHE > PSICOLOGIA SOCIALE E DELLA PERSONALITA'
Data di deposito della tesi:29 Gennaio 2009
Anno di Pubblicazione:2009
Parole chiave (italiano / inglese):Liste e tempi d'attesa; servizi sanitari; customer satisfaction; marketing sociale
Settori scientifico-disciplinari MIUR:Area 11 - Scienze storiche, filosofiche, pedagogiche e psicologiche > M-PSI/06 Psicologia del lavoro e delle organizzazioni
Struttura di riferimento:Dipartimenti > Dipartimento di Psicologia Generale
Codice ID:1672
Depositato il:29 Gen 2009
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