Client feedback helps us develop services
We want the use of our services to be easy and seamless. In September, we launched a trial at certain locations to test the collection of client feedback through a text message survey.
The trial involves seven (7) selected units in health centres, child health clinics and oral health care services. Read the news item on the launch of the experiment. After using a service, we will send the majority of clients a text message asking for feedback on the service they received.
During September-January, we have sent approximately 12,000 client feedback surveys. The survey has been sent to almost all adults who visited the trial units. The age distribution of the respondents is 18–99 years. Clients aged 65–84 have responded most to the feedback survey concerning health stations, which also reflects the age structure of service users.
One quarter of client respond to a feedback survey via SMS
A quarter (25.5%) of those who received the survey responded to it and gave feedback on the service they received.
Answers to the feedback survey can be provided in Finnish, Swedish or English. The most common native languages of the respondents are Finnish and Swedish. At the moment, the survey is sent in the client’s mother tongue or service language. If the client’s native language or service language is Swedish, the survey is sent to the client in Swedish or, if it is English, the survey is sent in English. If the native language or service language is some other language, the survey will be sent in Finnish. However, the respondent may choose to change their language of the response.
Those using health station services provide active feedback
Health station clients are very active in responding to surveys, with as many as 30% providing feedback. The recommended index estimates have been good on average, but there is also variation between different age groups. Older clients are substantially more satisfied than those under the age of 40.
In the open feedback on the doctor’s appointment, there has been particular praise for listening, good interaction and professional skills. Reasons for negative feedback have included curtness, failure to keep to schedules, and the lack of clarity or complete lack of follow-up measures.
“I got an appointment for the same day, a nurse-led appointment with a doctor’s consultation where necessary works really well. I also received a text message when my prescription was ready. So, as I was in pain, I got to start my medication as quickly as possible.”
- Feedback from a health station client
Dental clinic clients satisfied with the service they receive
Dental clinic clients are very satisfied with the service they receive. The NPS i.e. the recommendation index is more than 80. The age of the client has not affected the assessment as significantly as at health stations.
Clients have praised professionalism, friendliness and creating a feeling of safety. Clients have criticised the poor availability of appointments and the fact that the time available may not be long enough to discuss all the necessary matters.
“A really friendly and competent staff. The staff took into consideration that I was afraid of dentist visits. I was pleased that I was able to book the next appointment with a service person at the locations and not just asked to call x at a specific time. I was happy to meet with a real person when booking an appointment, not a cold machine voice.”
- Feedback from a dental clinic client
Maternity and child health clinic clients value use of services with a familiar employee
The challenge with regard to maternity and child health clinics has been lower than average response rates: only about 11 per cent of those who received the feedback survey have responded to it. However, the recommendation index (NPS) is more than 85, i.e. very high.
Public health nurse appointments have been praised for their warmth, encouraging atmosphere, expertise and familiar employees. There were few criticisms in the feedback, and no general themes emerged from these. The criticisms concerned individual encounters with an employee.
With regard to all feedback, it seems that cooperation with the same employee at a maternity and child health clinic creates a sense of safety, but good chemistry with the employee is also an important factor.
"A wonderful nurse took us into consideration as a family, gave us good instructions and gave us faith in what we did."
- Feedback from a maternity and child health clinic client
Client feedback plays an important role in the development of service production
In the wellbeing services county’s monthly statistics, we present the key indicators for the wellbeing services county’s operations on a monthly basis. The key figures include information on such things as the wellbeing services county’s client satisfaction. Read the Statistics for the Wellbeing Services County.
Supervisors pass on praise and suggestions for improvements to their employees.
“Feedback is discussed in team meetings, but we are also considering more systematic ways of using client feedback to support development and management,” says Development Manager Tuuli Mäkelä.
The use of the automated client feedback survey sent as a text message is linked to the client and patient information system.
“The feedback survey is now integrated into the Lifecare and Pegasos systems’ data. Now that Lifecare has been selected as the wellbeing services county’s client and patient information system, we will gradually expand the survey as we get to use the Lifecare system at all our service units. In addition, we have feedback devices through which the client can give feedback on site.
Measuring will also be expanded to other services; we are currently preparing to measure voice services in selected services and measure the new digital platform Lunna’s client satisfaction.
You can also always give feedback on our activities in our feedback service.
