Italian legislation requires all public service providers, including accredited institutions, to implement a Service Charter (Art. 2 of Legislative Decree no. 163 of 12/5/1995, converted into Law no. 273 of 11/7/1995 – Decree of the President of the Council of Ministers of 19/5/1995 – Guideline no. 2/95 of the Ministry of Health).
The Service Charter is:
- a user-oriented document that details the purposes, procedures, criteria and facilities employed to implement healthcare,
- an instrument that enforces the principle of transparency by means of the explicit declaration of rights and duties of both staff and users,
- a tool to foster and improve the user-Hospital relationship thanks to the commitment of the entire internal organisation to analyse and assess the implementation of healthcare pathways that respond positively to patients’ needs.