The Service Charter
With its Directive of 24th January 1994, the Italian Cabinet introduced the “fundamental concepts” that should regulate relations between citizens and the bodies supplying services to them. Following upon this directive, all of the bodies supplying healthcare services have had to adopt and guarantee standards for the quality and quantity of their services via the adopton of a “Service Charter” (Legislative Decree No. 163 and Law No. 273 of 11 July 1995). The main thrust of this Charter is to safeguard citizens’ rights by empowering them to monitor the quality of services delivered.
The underlying principles from which this Charter draws its inspiration are:
- Equality and Impartiality - Services are delivered and performed according to rules that are the same for everybody, without discrimination for age, gender, language, religion, social status, political persuasion or state of health.
- Respect - Every citizen user should be helped and treated with solicitude, courtesy and with care to respect the individual and their personal dignity.
- A Right to Choose - According to the regulations in force, the citizen user has the right to choose between service providers.
- Participation - The citizen user has the right to present complaints, petitions, and observations, to access information and to propose suggestions aimed at improving the service.
- Efficacy and Efficiency - Services should be provided and performed through optimal use of resources, meeting the latest quality standards and adopting all suitable measures for satisfying the needs of the citizen user as rapidly as possible, avoiding wastage that constitutes a loss to the community.
- Continuity - Delivery of services should be guaranteed in a continuing way and without interruptions. When a temporary break in any service proves necessary due to unavoidable demands, suitable measures shall be adopted to reduce inconvenience to citizens.
All of the above contributes to placing users at the centre of healthcare organisation, empowering them to make more informed choices about their place of therapy and specialist concerned as well as enabling them to access treatment of unquestionable quality in the shortest possible time, whatever their social class, cultural beliefs, political persuasion, socio-economic standing or age.
Who We Are
Data Medica Group places the user at the pinnacle of its value scale and at the centre of its own healthcare organisation with a commitment to offering a quality service that is safe, efficient, complete and satisfying. Although each structure operates independently, they are bound together by a close relationship of collaboration and complementarity of services provided: the user can access information about every structure by addressing their enquiry to just one of them.
Data Medica Group provides services in the fields of prevention, diagnostics, therapy and rehabilitation. Between them, Data Medica Padova and Data Medica Chioggia, CEMES, Euganea Medica, Poliambulatorio Euganea Medica and Progetto Salute offer a vast range of expertise. Their coordinated action activates a ‘multidisciplinary’ approach to healthcare issues. The Group’s healthcare facilities operate in close synergy to serve the user, the user’s family and their attending physician, who has the final word regarding overall patient management.
Each facility stands out through its commitment to:
- positioning its offer at the forefront of healthcare services;
- simplifying access to service performance;
- guaranteeing accurate and transparent information about services carried out and delivered;
- operating in a regime of continuous quality and safety improvement for the patient;
- guaranteeing the professionality and on-going training of its staff.
Most of the services offered are endorsed by the internationally recognised ISO 9001/2008 quality ‘trademark’. In addition to this, Group companies are on course to attain an Accreditation of Excellence that meets internationally recognised standards. To coordinate activities of continous improvement between its companies and to promote uniform growth towards excellence in healthcare services, an inter-company Quality Committee has been set up. Functional integration within the Group entails collaboration between every sector. This process is supported by a data management infranet in which data are processed and stored in accordance with current regulations and in compliance both with professional confidentiality and the right to privacy, as provided for by the “Personal Data Protection Code” (Legislative Decree No. 196 of 30th June 2003). As the first company of the Group, Data Medica Padova s.p.a. has also adopted the Model of Organisation, Management and Control provided for under Legislative Decree No. 231/2001. This conttains a series of regulations for conduct and procedures to guarantee proper management and administration practices. This Model is based on an ethical framework of reference which is shared by all group members. Within this framework, every staff member in the concern is signatory to the inter-company code of ethics.
The Group also makes use of a centralised facility dedicated entirely to continuing training and refresher courses for all of our healthcare staff (Training Sector, ISO 9001 certified and accredited as a training provider) to ensure continuing education for personnel in line with the guidelines of the Ministerial Commission for Continuing Education in Medicine of the Italian Health Ministry. Complementing its training activities, Data Medica Group has for years dedicated a portion of its resources to scientific research in the area of biomedicine, often obtaining results of acknowledged significance in specific sectors. In 2010 the Executive Committee for Patient Safety was set up (DGRV No. 1831 of July 2008), thus adopting an organisational model for safety management within the Group’s healthcare facilities.
Recognising the importance of continuous dialogue and of a transparent relationship with the user, the Group has added a commitment to accurate and clear information both to provide real assistance in negotiating the services and as an instrument for ‘open’ dialogue with the aim of enhancing reciprocal awareness.
In 2010, the Group was able to satisfy over 1.878.504 requests for healthcare services.
Download the "Ethical framework" (PDF format)