Evaluation of customer satisfaction with the hospital catering system in the city of Palermo (Italy) [Valutazione della Customer Satisfaction nella “Ristorazione Ospedaliera” della città di Palermo]

Nino Romano, Alberto Firenze, Giuseppe Calamusa, Giovanni Centineo, Mariagrazia Morici, Viviana Gelsomino

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The aim of the study was to evaluate patients' customer satisfaction with thehospital catering services of two public hospitals and one private sector hospital in the city ofPalermo (Italy).A multiple choice questionnaire was administered by face-to-face interview to 207 of 227 hospitalizedpatients.Positive responses regarding the perceived quality of food were given especially by patients of theprivate sector hospital, 80% of which reported being satisfied with the catering service. A higherpercentage of patients in the private sector hospital were satisfied with the food distribution modalitieswith respect to the two public hospitals. Only 3% of patients in the private sector hospital requiredtheir families to bring food from home, with respect to 7.9% and 30% respectively in the two publichospitals. Private sector patients also reported appreciating the wide availability of food and thehelp given by health care workers (79% vs a mean of 55% in the two public hospitals). Nodifferences were found amongst hospitals with regards to the hygienic characteristics of meals.The results of this study indicate the need to make changes in the management of the catering serviceof one of the involved public hospitals especially
Lingua originaleItalian
pagine (da-a)29-39
Numero di pagine11
Stato di pubblicazionePublished - 2009

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