Feedback Informed Treatment, FIT, is an evidence-based operating model in which the client’s experience of the usefulness of the service and the encounter is monitored as part of client work. In Helsinki, this approach has been widely introduced in family and social services as well as student welfare services, and its use continues to expand.
– We develop services based on clients’ experiences so that they are even more client-oriented and effective. A feedback-informed approach strengthens clients’ participation in a concrete way. When the client and the professional review the feedback the client has given together, it increases shared understanding of the situation and helps steer the service towards the right things, says Markus Salonen, Manager of Centralized Services in Family and Social Services.
In youth services, Feedback Informed Treatment also supports interaction within the family. The approach is used in family counselling and in aftercare in child welfare. Feedback is collected from both the young person and the parents. The feedback is then reviewed together. This increases understanding of the young person’s own experience and supports dialogue.
Feedback Informed Treatment also provides promising information about the effectiveness of services: 70% of clients have felt that they have benefited significantly from the services they received.
In January–March, the Net Promoter Score (NPS) for Helsinki’s social and healthcare services was 69.
Read more: Client experience review, in Finnish(Link leads to external service) (Asiakaskokemuskatsaus 1/2026) and in Swedish(Link leads to external service) (Kundupplevelseöversikt 1/2026)
Making use of client experience, and involving clients in the planning, development and evaluation of services, is an integral part of the service strategy of Helsinki’s Social Services, Health Care and Rescue Services Division.