Ideas for improvement from Social and Primary Health Care Services’ survey
According to the results of the annual survey by the City of Tampere Social and Primary Health Care Services, customers were happy with the expert service and good treatment they were provided by social and healthcare services in 2017. However, respondents felt that their possibility to participate in the planning and evaluating of their own service track was in need of improvement.
Around 250 branches from Tampere and Orivesi took part in the survey together with Omapihlaja Hervanta and Omapihlaja Kehräsaari. The survey was open during October and November 2017. The survey measured the quality and accessibility of child, youth and family services, psychosocial support services, and healthcare services.
The average overall grade for services was 8.34 in 2017. The result is slightly lower than last year, when the average grade was 8.53. The best grades were given to social services for families with children (8.81) and healthcare services for children and youth (8.78). The worst grade was given to the social services for adults (7.91).
The average overall grade given to services in Orivesi was 8.09, compared to 8.84 in the year 2016.
The feedback from the free-text section in the survey included plenty of thanks for the expert, kind and customer-oriented approach of the professionals who work in these services. On the other hand, some called for better communication skills.
The respondents pointed out, among other things, matters relating to the accessibility of the services, such as long waiting times and the booking system, as targets for development. Some felt that the e-services needed improvement, whereas others felt that they make the services run smoother.
For all service groups, more comprehensive preventative services were called for. The responses showed an appreciation toward service production and many wished for more resources in order to maintain the good service.
The survey was conducted for the first time only as an electronic survey, and the number of respondents dropped by half from the previous year. All in all, there were 1,332 responses. The results and the ideas for development provided by the customers will be used to improve the services.
Text Marika Haapala
Photos Opa Latvala