Public healthcare services 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)

Continuity of care in home care (Siikalatva)

The proportion of visits by the five most frequently visiting nurses out of all home care visits in the home care services produced by Mehiläinen Terveyspalvelut Oy in Siikalatva. Monitoring is performed on a monthly basis.

Realisation of treatment guarantee, TK-Mehiläinen

The treatment guarantee legislation was tightened in 2024 so that treatment should be accessible within 14 days of the assessment of the need for care. Subsequently, the Ministry of Social Affairs and Health (STM) relaxed the guidelines in 2025, stating that for those over 23 years of age, it would be sufficient to access treatment within 3 months. However, at Mehiläinen, we continue to monitor access to treatment within 14 days for all our patients, because we want to take good care of our patients. The figure is an average calculated from the figures reported by the Finnish Institute for Health and Welfare (THL). Covers primary health care units in the localities: Helsinki, Espoo, Siuntio, Jyväskylä, Lohja, Siikalatva, Tampere and Turku.

Realisation of treatment guarantee, Harjun terveys

The treatment guarantee legislation was tightened in 2024 so that treatment should be accessible within 14 days of the assessment of the need for care. Subsequently, the Ministry of Social Affairs and Health (STM) relaxed the guidelines in 2025, stating that for those over 23 years of age, it would be sufficient to access treatment within 3 months. However, at Mehiläinen, we continue to monitor access to treatment within 14 days for all our patients, because we want to take good care of our patients. The figure is an average calculated from the figures reported by the Finnish Institute for Health and Welfare (THL). Harjun terveys oy produces primary health care services in the localities: Lahti, Nastola, Kärkölä, Iitti and Hartola.

Patient injuries identified by the Patient Insurance Centre (public health centres)

The Patient Insurance Centre (PVK) annually produces a nationwide statistic on patient injury reports. The metric shows how many patient injury reports in relation to patient contacts have been resolved annually concerning the primary health care operations of Terveyskeskus Mehiläinen and Harjun terveys oy produced by Mehiläinen Terveyspalvelut Oy, and how many of these have been identified as compensable patient injuries. Mehiläinen health centres operate as part of the public health centre network within the scope of freedom of choice and are located in the following localities: Helsinki, Espoo, Siuntio, Jyväskylä, Lahti, Kärkölä, Iitti, Hartola, Lohja, Siikalatva, Tampere and Turku.

Note! The metric presents figures based on the year of resolution. The resolutions of the Patient Insurance Centre (PVK) are delayed and generally do not concern treatment provided in the same year.

Patient injuries identified by the Patient Insurance Centre (dental care, Harjun terveys)

The Patient Insurance Centre (PVK) annually produces a nationwide statistic on patient injury reports. The metric shows how many patient injury reports in relation to patient contacts have been resolved annually concerning the dental care operations of Harjun terveys oy produced by Mehiläinen Terveyspalvelut Oy, and how many of these have been identified as compensable patient injuries. Harjun terveys oy's dental care units are located in the localities: Lahti, Kärkölä, Iitti, Hartola.

Note! The metric presents figures based on the year of resolution. The resolutions of the Patient Insurance Centre (PVK) are delayed and generally do not concern treatment provided in the same year.