Le relazioni con il pubblico nelle Aziende Ospedaliere: un’area di intervento precipua per il sociologo. Obiettivi e metodi - The complexity of the Health-Care Service needs new methods and operational techniques borrowed from social research to find better ways to develop the relationship with citizens. The sociologist develops an effective action to facilitate the internal communication and acts as a mediator among the different professional skills. A consistent use of "focus group" permits to compare professional and personal experiences and to find out the best organizational/operational solutions starting from the customer’s opinions.
Keywords: focus group, rights of citizens, contentious prevention, quality review, communication, URP.
Parole chiave: focus group, diritti dei cittadini, prevenzione del contenzioso, revisione della qualità, comunicazione, URP.