Customer satisfaction is our priority

Pyrimme keräämään palautetta asiakkailtamme eri tavoin. Palautteen avulla ymmärrämme asiakkaidemme kokemuksia paremmin ja kykenemme kehittämään toimintaamme edelleen.

Asiakaspalautetta kerätään kattavasti Mehiläisen lääkärikeskuksissa, työterveyshuollossa, sairaaloissa, lapsettomuusklinikoilla, Digiklinikalla, Digiklinikan työterveysasemalla sekä Hammas Mehiläisen ja Fysios Mehiläisen toimipisteissä ympäri Suomea. Palautetta kerätään myös soitoista Mehiläisen asiakaspalveluun. Alla mainitut mittaukset ovat käytössä myös Mehiläisen julkisissa terveyspalveluissa.

NPS-asiakaskokemusmittaus kertoo suositteluhalukkuudesta

Asiakaskokemusta on mitattu Mehiläisessä vuodesta 2014 lähtien kansainvälisesti tunnetun nettosuositteluindeksin eli NPS-mittarin (Net Promoter Score) avulla. Kyselyssä pyydetään arvioimaan suosittelun todennäköisyyttä asteikolla 0–10 (10=erittäin todennäköisesti) ja antamaan myös avointa palautetta käynnistä.

NPS-lukema voi olla mitä tahansa lukujen -100 ja +100 väliltä. Mitä korkeampi mittarin lukema on, sitä useampi asiakkaamme kertoo suosittelevansa Mehiläistä. Yli 50:n NPS-lukemaa voidaan pitää erittäin hyvänä tuloksena.

Verkkosivujemme NPS-mittarit kertovat asiakkaiden suositteluhalukkuuden edellisen 7 päivän ajalta. Mittarit päivittyvät kerran vuorokaudessa.

Quality of health care survey on coping with illness

Since autumn 2021, Mehiläinen has used a survey based on scientific research to measure the quality of health care. The questionnaire includes one question that measures the customer's own experience of how the doctor’s and other expert’s appointment affects the patient's coping with their symptoms or illness. In the survey, the customer assesses whether they feel that they are coping with the symptoms or illness much better, better, as before or worse.

Our customers are coping with their illness

The percentage shows which proportion of our customers feel they are coping with their illness better or much better after the visit.

The quality indicators on our website show our customers’ on coping with their illness over the previous 7 days. The indicator is updated every 24 hours.

Customer experience and quality measurements are carried out in the form of SMS surveys

Mehiläinen’s NPS survey is sent as an SMS to randomly picked Mehiläinen customers two hours after an appointment or two days after being discharged from a hospital.

If the feedback provided through the NPS survey by the customer is negative (grades 0–6), we will contact the customer by phone. The purpose of this is to learn more about why they were not satisfied with the services provided and what we could do differently the next time.

Mehiläinen’s quality survey will be sent to some of our customers in connection with the Mehiläinen NPS survey. The customer will receive a message based on their response, in which they will receive instructions on what to do in the future, if necessary.

Responding to the surveys is voluntary

A single customer will only receive one survey request every six months. The survey requests can be disabled by disabling service messages in the OmaMehiläinen mobile application or online service. The messages can also be disabled by calling our customer service or requesting the staff of our clinics to make an entry in the customer information.

Answering the surveys is always voluntary, but it is an easy way to assess the success of the visit, give feedback and provide development suggestions to Mehiläinen. The cost for replying with an SMS message is the normal price of an SMS message.

Our customers can also give us feedback by using the feedback form at any time.

The Quality indicators on our website show you the results of the customer experience surveys and quality measurements.

More about the processing of personal data: The data protection description of Mehiläinen Oy’s customer register