Feedback on our phone services has started to trend positively. Over the past year, clients have reported improved experiences with the emergency helpline, disability counselling and the centralised appointment booking and counselling line of maternity and child health clinics.
In dental care, clients are particularly satisfied with appointments with dental hygienists. Overall, satisfaction is most influenced by the professionalism, expertise and friendliness of the nursing staff, as well as the perceived usefulness and safety of the services.
– The client and patient experience is an important part of evaluating the success of our services. The widely used recommendation index, NPS, reached 69 – an excellent result for publicly provided health and social services! Our services work much better than public debate might suggest: clients value our services, and our professionals carry out their work with great dedication, says Executive Director Juha Jolkkonen.
Read more about client experience and explore other current highlights, including:
- A safety study conducted by the Urban Research Unit(Link leads to external service) (in Finnish)
- Promoting children’s inclusion in social welfare through feedback-informed treatment (FIT)
- Helsinki residents’ experiences of service vouchers
View the report
Client experience review / Asiakaskokemuskatsaus 2/2025(Link leads to external service) (in Finnish)
Further information: sotepe.asiakaskokemus@hel.fi(Link opens default mail program)
