A growing emphasis on the patient experience is driving change within Italy’s healthcare system. Thirty-four hospitals and care facilities across nine regions have earned the “PERLA” quality mark, recognizing their commitment to fostering strong relationships and open communication with patients. The certification, awarded on March 12, 2026, is based on feedback from over 1,600 patients and signifies a shift towards a more human-centered approach to medical care.
The PERLA project, spearheaded by the association CuraPerlaPersona, represents the first certification of its kind in Italy, evaluating the quality of interaction and dialogue within healthcare settings directly through patient perspectives. This initiative comes at a time when the Italian National Health Service is navigating significant transformations, including an aging population, advancements in technology, and evolving patient expectations, according to Rocco Bellantone, president of the Istituto Superiore di Sanità (ISS).
The core of the PERLA certification lies in its patient-reported outcomes. An impressive 97.6% of patients surveyed rated the overall quality of care as very positive, with 81% giving the highest possible score of 10. Similarly, 97.3% expressed satisfaction with communication from healthcare staff, and nearly all – 97% – felt welcomed and understood as individuals with their own needs and expectations. These high levels of satisfaction were consistent across different types of care, from initial consultations to hospital stays.
What is the PERLA Certification?
The PERLA project utilizes a robust methodology, supported by a scientific board that includes the Istituto Superiore di Sanità, Agenas, the Italian Society of Narrative Medicine (SIMEN), and professional orders for nurses and physicians. The certification assesses a broad spectrum of clinical specialties, including oncology, cardiology, neurology, gynecology, gastroenterology, psychiatry, surgery, rehabilitation, long-term care facilities (RSA), and palliative care, demonstrating the widespread applicability of patient-centered care principles. The Lazio region leads the way with 17 certified facilities, while other regions – Friuli Venezia-Giulia, Campania, Puglia, Lombardy, Tuscany, Piedmont, and Sardinia – also have participating centers.
Beyond overall satisfaction, the evaluation revealed strong positive feedback regarding the consistency and effectiveness of communication within care teams, with 94.3% of patients who interacted with a team reporting a positive experience. An overwhelming majority – 98.6% – indicated they would return to the same facility for future care, and 99.2% would recommend the professionals to others.
Communication Beyond the Clinic
The PERLA assessment also examined how patients maintain contact with healthcare providers after in-person visits. While telephone remains the primary method of remote communication (78.6%), email (34%) and SMS/WhatsApp messaging (26.7%) are also utilized. Notably, telemedicine remains a relatively marginal component of follow-up care, used in only 2.4% of cases. This suggests an opportunity for increased adoption of digital health tools to enhance patient engagement and continuity of care.
The study also highlighted a growing focus on holistic well-being. Nearly 60% of patients who needed support received advice on nutrition, while significant percentages also received guidance on sleep (38.7%), physical activity (37.4%), and family relationships (34.6%). This demonstrates a move towards addressing the broader determinants of health and supporting patients’ overall quality of life.
Recognizing Excellence in Patient Care
The PERLA project also includes an annual award recognizing facilities that excel in communicating their commitment to patient-centered care through video storytelling. This year’s Premio PERLA was awarded to Paideia International Hospital’s Oncology Unit, recognized for its dedication to building strong patient relationships.
“More than 1,000 patients across diverse regions and care settings consistently give the highest ratings to the quality of the care relationship,” noted Cristina Cenci, founder of DNM-Digital Narrative Medicine and co-creator of PERLA. “This indicates that the centers that have received certification have succeeded in building pathways truly designed around the person’s health needs, where listening, communication, and personalization are integral parts of the organizational model.”
Andrea Piccioli, director of the ISS, emphasized the importance of facilities embracing patient feedback. “Many healthcare structures have chosen to participate in the PERLA evaluation process, accepting to confront themselves with the patient’s point of view. This is not a given. It means recognizing that a healthcare service is not only evaluated through clinical and organizational indicators, but also through the perspective of the people who experience it every day.”
As the Italian healthcare system continues to evolve, the PERLA certification offers a valuable framework for promoting patient-centered care and ensuring that the needs and perspectives of individuals are at the heart of the healthcare journey. The ongoing expansion of the PERLA network and the continued collection of patient feedback will be crucial in driving further improvements in the quality and humaneness of care across Italy.
Disclaimer: This article provides informational content about healthcare and is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of a qualified healthcare provider with any questions you may have regarding a medical condition.
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