Customer satisfaction in a public service of work medicine for harassed workers

Deep changes in labor market, re-engineering of organizations and the considerable growing of dysfunctional relations at work, have severe consequences in workers' health. Many public services of work medicine had recently born offering clinical assistance, evaluations, certifications and counseling. In order to adjust the quality and the efficiency of services for harassed workers, an exploratory research in customer satisfaction was run. 66 workers who had been helped by a public service of work medicine were interviewed filling up a questionnaire made of 14 items. Results had shown that there are many difficulties in access these services: workers are sent mostly by lawyers and others clinical specialist, when their job situation or their mental health are compromised. Workers access these services especially to obtain certifications that can be later utilized in law controversy or in illness evaluation. The most useful aspect for customers is the possibility to have assistance and councils deciding how to front the situation, while satisfaction is strictly linked to the ability of the service to answer to customers' need of sustain. Results underline that an improvement of efficacy would be reached with prolonged assistance and a local distribution on the territory.