Sustaining Continuous Improvement of a Higher Health Education Service Through Analytical Methodologies

The transformation of hospitals into companies has made the conceptof quality even more important. The hospital to compete must be able not onlyto provide good service, but also to put in place a whole series of actions thatlead the user throughout the service delivery process. To do this, it requires skillsand training programs that can verify and evaluate the services offered to the citi zen/patient. In this study, the aim is to evaluate the level of quality achieved in thedelivery of a High Health Education service provided at the Biotechnology Centerof the A.O.R.N. “A. Cardarelli” in Naples. The main method adopted for collectingthe desired information was a questionnaire, identified as the tool for excellencefor quantitative measurement. The questionnaires were submitted to 341 learnerswho attended the following Higher Education courses. Then, analysis was car ried out using two different methodologies: the constant sum scale and pairwisecomparison. The decomposition of the problem into criteria and sub-criteria ofinterest made it possible to identify the degree of importance of each require ment. In general, learners preferred attributes such as the duration, preparationand interpersonal skills of the teacher and fewer elements of logistics. A trainingprogram, of whatever nature, cannot ignore an evaluation aimed at determining itseffectiveness and efficiency. In this study, we intend to propose analysis strategiesbased on simple collection tools, such as questionnaires, that help to understandlearners’ needs. In this way, changes in these needs over time can be monitoredin order to activate a process of continuous service improvement.