PAIN MANAGEMENT TO IMPROVE THE PATIENTS' PERCEIVED QUALITY OF HEALTH CARE SERVICES: A THEORETICAL FRAMEWORK

In Italy the pain management culture is not widely spread. In order to promote a significant socio-cultural shift, in 2010 a palliative care and pain therapy law was passed. It requires a compulsory registration of the pain and treatment relief in medical records. The research objective is to monitor the quality of services, as perceived by patients, provided by the Pain Management structures at the University Hospital "Ospedali Riuniti" and at the A.S.L. Hospital in Foggia. The questionnaire developed considers aspects of pain therapy service related to the booking service, waiting time and medical examination, kindness and openness to communication of staff, respect for privacy, relief from pain. The methodology develops through several phases: definition of the investigation field, design of tools, method of administration, data processing, presentation of results, improvements on hospital performances. The research has developed a theoretical framework as the empirical survey is underway. It will show a certain level of perceived satisfaction of the services by the users. Overall, the use of customer satisfaction tools in healthcare informs the supply and planning of services in relevant organizations. They have important managerial implications to improve health care performance.