Perceptions of care quality and Human rights in ıtalian outpatient facilities during and after the pandemic

Abstract

This study investigated whether job satisfaction and perceptions of respect for human rights among healthcare workers and patients improved in the post-COVID period compared to during the pandemic in 2021. Methods Conducted in October 2025 across five outpatient hospital units in Sardinia, Italy, this cross-sectional survey involved 97 healthcare professionals and 129 patients recruited voluntarily based on service requirements attendance. The “Well-Being at Work and Respect for Human Rights” questionnaire (WWRR) was used to assess job satisfaction, organizational climate, respect for human rights, and perceived adequacy of resources. Chi-square tests were used to compare categorical variables, and one-way ANOVA with Bonferroni correction was used to analyze mean WWRR scores. Results Results indicated that, compared to 2021, healthcare workers’ scores remained largely unchanged, reflecting modest satisfaction and ongoing concerns about organizational factors, staffing, and resource availability. Conversely, patients reported significantly higher satisfaction, particularly in areas of care quality, organizational efficiency, and respect for rights, with notable improvements in organizational satisfaction since 2021 ( p < 0.0001 for all comparisons). The greatest perception gap was observed in organizational aspects, where patient scores exceeded staff scores by nearly two points. Both groups continued to express dissatisfaction with resource adequacy. Additionally, staffing needs evolved, with increased demand for administrative support, security personnel, and multidisciplinary care providers. In 2025, compared to 2021, healthcare professionals reported a significantly greater need for administrative or HR managers (14.4% vs. 0%; p < 0.0001), security personnel (5.1% vs. 0.6%; p = 0.023), and an increase in all professional figures or multiple types of workers (14.4% vs. 0%; p < 0.0001). Similarly, user responses showed a higher perceived need for administrative or staff-managing professionals (8.5% vs. 0%; p < 0.0001) and occupational therapists, educators, or rehabilitation technicians (8.5% vs. 2.1%; p = 0.017). Conclusion While patient trust in healthcare services has largely rebounded in the post-pandemic period, this masks ongoing challenges in restoring healthcare workers’ morale and satisfaction. Persistent systemic issues strain staff well-being and threaten the quality, efficiency, and sustainability of care. Bridging the gap between renewed patient confidence and the unresolved difficulties faced by healthcare workers must become a central priority for policymakers and administrators. By improving workplace conditions, fostering supportive organizational cultures, and investing in staff development and well-being, healthcare systems can secure a durable, post-crisis recovery.