In the last years the interest for patient experience with health care services largely increased. Several surveys have been conducted in order to observe if health care systems answer to the overall patient needs. In 2000 World Health Organization challenged modern health care providers to...

Background La letteratura internazionale evidenzia che la relazione tra medico e paziente influisce sulla valutazione complessiva dei servizi sanitari. Obiettivi Il paper si concentra sull’assistenza offerta dai medici di famiglia (MMG) e si propone di analizzare come la comunicazione tra...

Purpose: This study aims to systematically review the literature on the use of customer value for the evaluation of inter-organizational performance, with a wide perspective embracing different contexts and settings. Design/methodology/approach: Searching within the Scopus and ISI Web of...

In linea con le nuove strategie di intervento dei sistemi sanitari pubblici, orientate verso un approccio proattivo in grado di fornire servizi differenziati in base ai bisogni, lo studio propone un tentativo di segmentazione dell’utenza dei servizi distrettuali. Nella prima parte vengono...

Healthcare providers often look for feedback from patient surveys. Does health-professional awareness of patient survey results improve communication between patients and providers? To test this hypothesis, we analyzed the data of two surveys on organizational-climate and patient experience in...

Governance systems which are based on assumptions of purposive-rational action have received significant criticism. For example the quality and performance frameworks of the English NHS function on the basis of incentives and sanctions, and have been critiqued in terms of both the logic on which...

This paper proposes an integrated quantitative benchmarking approach for the measurement of the performance of Local Health Authorities (LHAs). It is based on a sound balanced scorecard approach developed and implemented in the Tuscany Region by the Management and Health Laboratory of...

Lo sviluppo dell’innovazione tecnologica in sanità impone un’attenta valutazione del suo impatto relativamente alle molteplici dimensioni che lo costituiscono. Una di queste è senz’altro quella economica, considerando l’importanza assunta dalla spesa sanitaria nei sistemi economici. Le...

The paper aims to analyze the process of change of management accounting system (MAS) as a consequence of changes in the complexity of organizational structure in healthcare. It analyzes the process of change of MAS according with the theoretical frameworks of Habermas (1987) and Laughlin...

The purpose of this research is to analyze the role of the Management Control System (MCS) and of the Management Accounting System (MAS) in healthcare (HC) organizations. It aims at studying if and how managerial considerations affect the clinical culture. Results are based on the findings of a...