The OPR hospital
QUALITY
The Accredited Private Hospital Villa Regina has obtained the Quality System Certification according to the UNI EN ISO 9001, registration No.2262-A. As a customer guarantee, our organization is subject to annual surveillance audits with Certification renewal every three years.
The Quality Policy for Collected Private Hospitals can be consulted in this document.
STRUCTURAL QUALITY FACTORS
| Recovering rooms with self-contained toilet facilities | 100% of rooms |
| One or two bed rooms | 22 double rooms - 79% 6 single bed rooms - 21% |
| Possibility of internet connection via wireless - on request, at an additional cost | 100% of the rooms |
| Possibility of television and telephone in room | 100% of the rooms |
| Presence of adjustable ventilation system | 100% of hospital rooms and outpatient clinics; |
| Presence of disabled baths | One per floor |
| Anti-Intrusion Security | 100% of accesses are controlled by a network of recording cameras |
The Villa Regina Hospital has a system for evaluating the quality of hospital and outpatient care. The results obtained show how the culture of patient attention is crucial to our professionals.
QUALITY PERCEIVED BY HOSPITALIZED PATIENTS
| Results 2017 | |
| Evaluated Quality Factors | Percent of satisfied users |
| Manners and caring attitude of personnel | 99,49% |
| Presence and availability of personnel to respond to the patient's needs | 99,75% |
| Willingness of physicians to listen to patients' requests | 99,50% |
| Presence and availability of physicians to respond to the patient's needs | 99,49% |
| Information received from physicians concerning the patient's condition and therapies | 99,26% |
| Cleanliness of premises | 98,50% |
| Room amenities (furnishings, noise level, safe, TV, etc…) | 99,24% |
| Data protection and confidentiality | 98,74% |
QUALITY PERCEIVED BY OUTPATIENTS
| Qualified Quality | Factors Percent of satisfied users | |
| Results for 2015 Outpatient clinic users | Results 2016 Outpatient clinic users | |
| Information received at the booking by radiologists | 97,46% | 99.78% |
| Medical staff availability to listen to patient requests | 99,69% | 99,67% |
| Treatment received by medical personnel | 99,05% | 99,89% |
| Room cleaning where the user was housed | 99,23% | 98,99% |
| Protection and respect of privacy | 99,07% | 99,90% |
THE SUBMISSION OF COMPLAINTS AND REPORTS OF DISSERVICE
All Hospital staff are responsible for collecting and managing any problem encountered by our hosts, whether it is expressed to individual operators (in this case, we call it disservice) or when the user intends to do a more formal act by activating the complaints procedure.
The person who intends to file a complaint or report a disservice can:
- report the disappointment by telephone or personally to: Head nurse for Inpatients, Nursing Outpatient clinic Assistant, Concierge and Reception Staff for Administrative Services;
- ask the Heads of departments or departments to receive an interview with the Health Directorate to file a complaint
- send a letter of complaint to the Health Department of the Accredited Private Hospital Villa Regina, Via Castiglione, 115 – 40136 Bologna.
Written and verbal or telephone complaints registered by the operators on a special form are sent to the Health Manager who manages them personally.
The Health Director will provide an immediate response during the interview if the question does not require an inquiry; Conversely, if the case requires further information, it will be answered within a standard time period of not more than 30 days.
Ospedale Nigrisoli