Sustaining Continuous Improvement of a Higher Health Education Service Through Analytical Methodologies for Determining Customer Satisfaction

The transformation of hospitals into companies has made the concept of quality even more important. The hospital to compete must be able not only to provide good service, but also to put in place a whole series of actions that lead the user throughout the service delivery process. To do this, it requires skills and training programs that can verify and evaluate the services offered to the citizen/patient. In this study, the aim is to evaluate the level of quality achieved in the delivery of a High Health Education service provided at the Biotechnology Center of the A.O.R.N. "A. Cardarelli" in Naples. The main method adopted for collecting the desired information was a questionnaire, identified as the tool for excellence for quantitative measurement. The questionnaires were submitted to 341 learners who attended the following Higher Education courses. Then, analysis was carried out using two different methodologies: the constant sum scale and pairwise comparison. The decomposition of the problem into criteria and sub-criteria of interest made it possible to identify the degree of importance of each requirement. In general, learners preferred attributes such as the duration, preparation and interpersonal skills of the teacher and fewer elements of logistics. A training program, of whatever nature, cannot ignore an evaluation aimed at determining its effectiveness and efficiency. In this study, we intend to propose analysis strategies based on simple collection tools, such as questionnaires, that help to understand learners' needs. In this way, changes in these needs over time can be monitored in order to activate a process of continuous service improvement.