‘We were able to provide Helsinki residents with even stronger support for their everyday lives. We were also able to ensure the continuity of services alongside only a moderate increase in costs despite the health and social services reform. We have shown that the City of Helsinki is a strong and competent provider of social, health care and rescue services,’ says the Division’s Executive Director Juha Jolkkonen.
The first year of operations of the Social Services, Health Care and Rescue Services Division included:
- 3,686,000 home care visits
- 1,511,000 residential days in long-term, 24-hour care of the elderly
- 1,507,000 nurse’s appointments at health stations
- 593,000 doctor’s appointments at health stations
- 463,000 appointments in dental care
- 238,000 appointments in psychiatric outpatient care
- 163,000 visits to maternity and child health clinics
- 29,900 adult social work clients
- 780,000 residential days in housing services for mental health clients
- 690,000 residential days in housing services for the unhoused
- 286,000 residential days in intensive service housing for people with disabilities
- 8,840 rescue services emergency calls and 61,000 emergency medical services assignments
Our clients recommend us
Our 266 service points use the Net Promoter Score (NPS) recommendation index to measure customer satisfaction. In 2023, our recommendation index was 58, which is a very good result (on a score range of -100 to +100, with 90,000 respondents). The top score was achieved at the Kamppi Family Centre, where the recommendation index was 90.
Through the City's feedback service, we received praise, among other things, for knowledgeable and friendly assistance. The empathetic and calm attitude of staff was felt to be particularly important in situations that could otherwise have been distressing or difficult to understand. We received criticism regarding some of the arrangements for COVID-19 and flu vaccinations, occasionally slow service times and delays in the callback service.
The trust of Helsinki residents in the Rescue Department is very solid. 94% of Helsinki residents trust the Helsinki Rescue Department a great deal or a fair amount.
We employ 15,000 professionals. 75% of our staff would recommend us as an employer. A staff survey showed that the work is meaningful, the work community is perceived as a resource, and we have improved in coaching-based leadership.
Finances on a stable footing
Making financial forecasts was particularly difficult during the first year of operations, as both the government funding and the operating environment changed during the year. The outcome was ultimately even slightly better than anticipated. This was due to, for example, higher than expected client fee income and Helsinki residents using HUS services less than anticipated. We also succeeded in implementing the first measures to balance our finances under our transformation programme.
We continue to manage and renew the way we work to meet the service needs of residents quickly and smoothly.