Patients can use the kiosks located throughout the hospital for a quick physical copy.
: You need your Tax Code (Codice Fiscale) and the Practice Number (Numero di Pratica) . ritiro referti niguarda
Background: The retrieval of medical reports ("ritiro referti") is a critical but often inefficient touchpoint in hospital care. At Niguarda Hospital (Milan, Italy), thousands of patients collect reports daily, leading to long queues, overcrowding, and patient dissatisfaction. Objective: This study analyzes the current "ritiro referti" workflow, identifies bottlenecks, and evaluates the impact of a digital intervention (online portal + self-service kiosks) implemented in 2023–2024. Methods: Mixed-methods – quantitative analysis of waiting times (n=12,000 observations), patient satisfaction surveys (n=800), and process mapping. Results: Average waiting time dropped from 34 min to 6 min after digitalization. Patient satisfaction rose from 2.8/5 to 4.5/5. However, digital divide issues persisted for elderly patients (25% still used in-person desks). Conclusions: Hybrid models (digital + assisted channels) are essential for equitable access. Recommendations for scalable adoption across the Lombardy region. Patients can use the kiosks located throughout the