About Us
THE QUALITY SYSTEM
By placing the person at the centre of its activities, Prof. Nobili Nursing Home has as its primary objective client/patient satisfaction via an organisation that aims at improving and monitoring the quality of services provided and perceived.
QUALITY STANDARDS
| OBJECTIVES | STANDARDS | FIELD |
| ACCESSIBILITY | Ensuring continuity in the delivery of services | Offices remain open from 7 a.m. to 7 p.m |
| Reducing waiting times between booking and taking exams | Within 15 minutes | |
| Reducing waiting times for delivering clinical reports | Copy of Clinical Report: within 14 days from the date of request Radiodiagnostic reports: within 6 days | |
| COMMUNICATION | Improving relations between users and staff | Decrease in number of complaints |
| Ensuring user involvement in the definition of procedures | Daily meetings with patients, family members and/or caregivers Periodic evaluation of Customer Satisfaction Questionnaires | |
| PRIVACY | Ensuring confidentiality of personal data and treatment | Adapting to the new EU Regulation 2016/679 |
| MEDICAL CARE | Ensuring palliative care and pain management | Pain detection twice a day recorded in the patient’s medical file |
| Monitoring hospital infections | The Hospital Infection Committee meets at least twice a year | |
| Managing clinical risk | The Clinical Risk Management Committee meets at least four times a year | |
| Ensuring continuous healthcare at the time of discharge | Continuous communication with General Practitioners Existence of post-discharge procedures | |
| STAFF MANAGEMENT | Ensuring qualified personnel | Shortlisting and evaluation of newly-hired or newly-recruited employees during their probationary period |
| Ensuring professional training and updating of skills | Training and continuous updating of skills, with particular attention to obtaining Continuing Medical Education (CME) credits | |
| INFRASTRUCTURE AND ENVIRONOMENT | Paying attention to environmental protection | Heating system fuelled by renewable and environmentally friendly sources (wood chips). |
| Ensuring continuous updating of equipment | Continuous staff involvement in defining technological and innovative needs | |
HUMANISATION
| Ensuring effective handling of complaints and prompt response to complaints | Response guaranteed within 20 days, except in highly complex cases |
| Ensuring patients can practise their religion within the structure | Existence of specifically dedicated areas | |
| Ensuring foreigners have access to information | Website and Customer Service Charter in English | |
| Hospitality and comfort | Patient visiting hours longer than 7 hours a day Internal catering service and choice of menu also based on socio-cultural customs | |
| Elimination of architectural barriers | The structure is totally accessible to disabled persons |