The course focuses on the main effects of the health sector's managerial reform process, with particular reference to strategy and resource organization. The course intends to provide skills and tools to identify the main elements of a healthcare delivery system, to understand the main issues and to identify possible pathways of improvement from the point of view of the quality of the organization as well as of the service delivered
Course Prerequisites
No special prerequisites are required. A basic knowledge of the organization of healthcare companies and the National Health Service can facilitate the work path.
Teaching Methods
The course is organized in 16 hours of frontal lessons, during which the contents of the course will be discussed from a theoretical and empirical point of view through the presentation and analysis of case studies. Additional reading will also be provided to deepen and consolidate the knowledge of the topics discussed in the course
Assessment Methods
Exam in written form, with multiple open response questions. Students will be asked to answer theoretical questions and apply the acquired knowledge to the analysis of a case study.
Texts
No reference text is provided. Articles and supplementary readings will be indicated at the beginning of the course and posted on the E-Learning page on the UNIPV platform.
The following texts are suggested for optional further study of the course topics: Velo, F., “Economia Sanitaria”, in C. Meloni, G. Pelissero (a cura di) Igiene, CEA – Casa Editrice Ambrosiana, 2007, Cap. 11 (pp. 593-609)
Bateson, Hoffman Iasevoli, "Cap. 12, La definizione e misurazione della soddisfazione del cliente" in Marketing dei servizi, Apogeo
Il Sistema di valutazione dell'assistenza del SSN (fonte: Ministero della Salute)
Contents
The course foresees the following programme: 1. The National Health Service reform - SSN (notes) a. The functioning of SSN b. The managerial reform of healthcare c. Competition between operators d. The principle of freedom of choice e. The essential levels of assistance 3. Fundamentals of service management and organisation a. The definition of service b. The peculiarities of service companies c. The servuction model d. The healthcare provision systems 4. The organization of health services a. The role of the contact personnel b. The client / user role c. The understanding of the competitive environment d. Quality in services
