Quality metrics for physiotherapy services
Mehiläinen provides diverse physiotherapy services throughout Finland. The service selection includes, for example, prevention of musculoskeletal disorders, post-treatment for various injuries and surgeries, and Kela's demanding medical rehabilitation.
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)
Worst pain during the last seven (7) days
The assessment is based on the customer's subjective experience of change during the physiotherapy period. The assessment result indicates the numerical difference between the first and last measurement during the completed physiotherapy period. The metrics used for follow-up are PROM metrics (PROM = Patient Reported Outcome Measure). These are standardized questionnaires used to collect quality and effectiveness data reported by the customer themselves. A preliminary Finnish translation of the PROM metric is a well-being metric.
12 months = last 12 full calendar months (value updated once a month, includes completed physiotherapy periods)
Worst functional impairment during the last seven (7) days
The assessment is based on the customer's subjective experience of change during the physiotherapy period. The assessment result indicates the numerical difference between the first and last measurement during the completed physiotherapy period. The metrics used for follow-up are PROM metrics (PROM = Patient Reported Outcome Measure). These are standardized questionnaires used to collect quality and effectiveness data reported by the customer themselves. A preliminary Finnish translation of the PROM metric is a well-being metric.
12 months = last 12 full calendar months (value updated once a month, includes completed physiotherapy periods)
Worst work ability impairment during the last seven (7) days
The assessment is based on the customer's subjective experience of change during the physiotherapy period. The assessment result indicates the numerical difference between the first and last measurement during the completed physiotherapy period. The metrics used for follow-up are PROM metrics (PROM = Patient Reported Outcome Measure). These are standardized questionnaires used to collect quality and effectiveness data reported by the customer themselves. A preliminary Finnish translation of the PROM metric is a well-being metric.
12 months = last 12 full calendar months (value updated once a month, includes completed physiotherapy periods)
Mehiläinen quality metrics
Explore all our quality metrcis by area using the links below.