The City of Tampere has asked customers for their opinions about social
and health services in the city. Customers gave the services they used
an average school grade of 8.2. Nutritional therapy received the best
grade, 9.5. Over 2000 customers responded to the questionnaire.
The most typical school grade given to the services was nine. Outpatient rehabilitation, adult counselling services and psychological counselling services of healthcare received a laudable average grade of 9.1. The health centre which received the best grade was Atala (8.4).
The questionnaire used nine evaluation questions to measure customer satisfaction. Based on the answers received, most customers feel they are treated well. There are, however, deficiencies when it comes to taking customers wishes into account. Many felt that they had not been able to participate in the planning and evaluation of the services they receive.
Around 2,500 verbal comments were also provided in the questionnaire. Customers’ requests included more doctors and healthcare staff, longer reception hours, less waiting to get an appointment, permanent doctor-patient relationships, less turnover of nurses in maternity and child healthcare clinics and face-to-face contacts with KELA benefits officers or social workers.
Many services were praised for the professionalism, expertise, friendliness and customer-oriented approach of their employees. On the other hand, other services were criticised fairly often for lacking the above characteristics.
The results of the questionnaire and the verbal feedback are being processed in the production unit. The unit will report on improvements made based on the feedback to the management of outpatient services next year.
Customers were able to respond to the online questionnaire between 7 and 21 November. There was a link to the questionnaire on the City of Tampere website as well as in Helmi, the electronic pupil’s book service. Through Helmi, we aimed to reach school healthcare customers in particular. The questionnaire will most likely be organised again next year.
Manager of Planning
Mobile 0500 628 277
E-mail addresses are of the format firstname.lastname@example.org