Professional competence, management capabilities and customer satisfaction: the case of the Italian Public Hospital
by Alfonso Marino
International Journal of Healthcare Technology and Management (IJHTM), Vol. 4, No. 3/4, 2002

Abstract: The study starts with some remarks concerning the culture and the role of the service management within the Italian Public Hospital (IPH). A first analysis reveals little attention to the development of service and managerial culture. This is characterised by a low presence of functions relative to service coordination, management and control. More particularly, three problematic areas can be identified by focusing respectively on personnel motivation, ability to face uncertainties, modalities of management and control. Therefore, in the diagnosis of the difficulties of a service supply, a single element or problem rarely proves to be the root cause. Generally, we get better results if we analyse problems in terms of a vicious circle in which many different factors influence each other.

Online publication date: Mon, 30-Jun-2003

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