Gli impiegati delle casse malattia ricevono una formazione specifica per affrontare clienti scontenti e aggressivi e di norma le dispute vengono risolte attraverso il dialogo.
Lo afferma Silvia Schnidrig, portavoce di Swica, precisando che episodi estremi come quelli di Sciaffusa, dove un uomo armato di motosega ha ferito due dipendenti della compagnia CSS, sono molto rari.
Negli ultimi anni non è stato registrato un aumento degli atti di violenza, ma resta il fatto che gli impiegati assicurativi, come peraltro il personale dei servizi sociali, sono a volte vittime di insulti, minacce e persino aggressioni, sottolinea Sandra Kobelt, portavoce dell'associazione di categoria Santésuisse.
La maggior parte dei conflitti riguarda questioni di soldi, in particolare quando vengono avviate procedure per la riscossione di premi assicurativi non pagati.
Molti uffici delle casse malattia sono peraltro equipaggiati di videocamere di sorveglianza e sono dotati di uscite di emergenza.
ATS/APe
RG 18.30 del 25.7.2017 Il servizio di Alessia Fontana
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