Digital Clinic's quality metrics

Recommendation Index (NPS)

The Net Promoter Score (NPS) measures customers’ willingness to recommend Mehiläinen or a physician/specialist based on the service received, on a scale of 0–10 (0–6: detractors, 7–8: passives, 9–10: promoters). The NPS figures shown in this indicator are based on responses from private customers who have used Mehiläinen’s services.

The NPS survey is conducted via a text message sent to the customer. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The result is a score on a scale from -100 (all customers are detractors) to 100 (all customers are promoters). Generally, a score above 50 is considered excellent.

7 days = the last 7 days
12 months = the last 12 full calendar months (the value is updated once a month)

Feeling of coping after the appointment (PEI)

The PEI (patient enablement instrument) metric, based on scientific research, investigates the customer's own experience of how the appointment with a physician and other specialists affects their ability to cope with a symptom or illness. In the survey, the customer assesses whether they feel they are coping much better, better, as before, or worse with the symptom or illness. The PEI figures shown in this metric are based on responses from private individuals who have used Mehiläinen's services.

7 days = the last 7 days

12 months = the last 12 full calendar months (the value is updated once a month)

Waiting delay in starting a discussion

Average waiting delay before starting a discussion at Mehiläinen's Digital Clinic for private health care services (general practitioners, occupational health physicians, occupational health nurses, nurses, and occupational physiotherapists).

Prescription of mainly central nervous system (CNS) affecting drugs in relation to appointments

The proportion of prescribed CNS, or mainly central nervous system affecting, drugs out of physician appointments completed at the Digital Clinic for over 18-year-olds. CNS drugs include certain sleeping pills, opioids, and benzodiazepines. With this metric, we monitor the responsible use of CNS drugs.