Patient protection

Quality certification

Since 1998, the Institute has implemented a Quality Management System that meets the requirements of the UNI EN ISO 9001: 2008, certified by the Det Norske Veritas.

This System is formalized and documented in the Quality Manual, which describes the processes through which the Institute programs, implements and verifies the quality of the services offered, defining the responsibilities and operating principles, from the moment of booking to the acceptance of the patient through all the phases of diagnosis and treatment, up to the resignation, with a view to continuous improvement.

Quality standards

The Institute has defined its own quality standards related to inpatient and outpatient activities and it adopted verification tools to control their achievement.

The use of health performance indicators makes it possible to evaluate and quantify, with the aid of appropriate assessment scales, not only the quality perceived by the host but also the objective improvement of the state of health.

Public Relations Office

The Public Relations Office deals with customer requests and in the case of written and / or verbal communications, it activates the procedure for managing complaints and customer satisfaction.

Furthermore, in order to improve the service and to verify the degree of customer satisfaction, the customer is proposed to fill in the questionnaire “Opinions and proposals of the guest”.


According to Legislative Decree 196/2003, each patient signs the consent to the processing of personal data by the Institute, after receiving information on their use.

Security plan

According to Legislative Decree 81/2008 and following, the Institute has adopted the Emergency Management Plan, in order to promote the security conditions and the management of emergencies by all collaborators.

A team for fire prevention and evacuation is operative and it has been trained, as far as it is concerned, by the Fire Brigade Command.

Risk Management

There is a Risk Management Committee, which pursues quality improvement objectives through the periodic analysis of the internal processes of the health organization and the detection and correction of critical issues.