Our fundamental principles for quality in Verona
ContactsThe fundamental principles that inspire the Company's organizational, managerial and planning decisions are:
EQUALITY:
The Laboratory is committed to ensuring equal treatment in the provision of services to all citizens without any distinction.
IMPARTIALITY:
The Laboratory is committed to ensuring fair treatment for all citizens, both in terms of the services provided and the availability of the staff working in the facility.
CONTINUITY:
The Laboratory ensures the continuity of its services. In the event of irregular operations or service interruptions, it adopts measures aimed at minimizing inconvenience to users.
RIGHT TO CHOOSE:
Every citizen has the right to choose, within the scope of similar services, the structure to turn to.
PARTICIPATION:
The Laboratory guarantees citizens the opportunity to collaborate with reports and suggestions for the correct provision of services and the improvement of the service provided by the Structure.
EFFICIENCY AND EFFECTIVENESS:
The Laboratory pursues continuous improvement in the quality and efficiency of its services, adopting all appropriate measures to achieve these objectives.
At our offices, our staff is always available to receive advice, complaints, and suggestions, which are valuable tools for improving our service.
Quality standards
The Gallieno Clinical Analysis Laboratory has always built its procedures based on an important SystemQuality Management. Management, in collaboration with all staff, aims to offer a service that increasingly meets the quality requirements and needs of doctors and patients who visit our facility. The quality of our service is constantly monitored through simple yet effective tools:
- annual processing of the user satisfaction questionnaire
- complaints, suggestions (verbal and written, including by email)
- constant analysis of non-conformities and any disservices
- monitoring waiting times for collection.
Information, hospitality and courtesy
All staff strive to inform patients in simple and clear language, with kindness and courtesy, providing the necessary attention to ensure they can access our service properly. Our staff is always available to answer any questions regarding our services.
Flexibility, timeliness, reliability
The Laboratory implements a continuous quality monitoring system for analytical processes through the implementation of internationally recognized internal and external quality controls. The quality of results is further guaranteed by the expertise of the staff, the use of state-of-the-art instrumentation, and computerized data management.
Most tests are performed on the same day, allowing us to guarantee timely results. Urgent tests can be reported by 1:00 PM. Blood samples can also be taken outside of normal hours, by prior arrangement with the staff.
The laboratory has chosen to invest in order to perform all possible tests in-house and guarantee their quality and reliability. Our goals are:
- reduction of reporting times
- be able to evaluate the results also based on the reason (diagnostic question) whyyou undergo the investigation
- possibility of carrying out any appnecessary depths without having to repeat the sampling.
Transparency
The Laboratory guarantees the transparency of its administrative action by making available to the public for acceptance the list of tests that can be performed, the methodology with which they are carried out, the response times and the rates applied to private individuals and those who use the SSR.
Improvement projects
The Laboratory's primary objective is to continuously improve the services it provides to its users. To this end, Management plans annual improvement objectives regarding both the perceived quality of the user (satisfaction questionnaire) and the substantive quality of the service provided. All of our center's staff are involved in the improvement projects resulting from our Quality System through weekly meetings.
Protection
We appreciate any concerns regarding our service, whether verbally or in writing. Complaint forms are available at Reception. The contact person for these complaints is the Quality Management System Manager, who, in consultation with Management, will strive to resolve the issue within the strictly necessary timeframe.
Advertising the service charter
The Laboratory makes the Service Charter available to all users, prescribing doctors and patient protection associations both in paper format at reception and on our website.
www. gallieno.com
Any internal or external contribution to its revision (at least every three years) is extremely welcome.
