Quality metrics for medical clinics

Recommendation Index (NPS)

The Net Promoter Score (NPS) recommendation index measures the customer's willingness to recommend Mehiläinen or a physician/specialist based on the received service on a scale of 0-10 (0-6: detractors, 7-8: passives, 9-10: promoters). The NPS figures shown in this metric are based on responses from private customers who have visited Mehiläinen's medical clinics.

The NPS survey is conducted via a question sent to the customer by text message. The NPS recommendation index is calculated by subtracting the percentage of detractors from the percentage of promoters. The result is a recommendation index on a scale from -100 (all customers are detractors) to 100 (all customers are promoters). Generally, a value 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 visited Mehiläinen's medical clinics.

7 days = the last 7 days

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

Prescription of CNS drugs relative to appointments

The proportion of prescribed CNS or primarily central nervous system acting drugs in physician appointments for individuals over 18 years of age. CNS drugs include sleeping pills (excluding melatonin), opioids, and benzodiazepines (excluding Atarax). With this metric, we monitor the responsible use of CNS drugs.

Prescription of cough medicines

Prescription of cough medicines for children under 2 years of age

The proportion of prescribed cough medicines (ATC codes R05C / D / F) in doctor's visits where the child was 0-1 years old at the time of the visit. The target value is 0.

Acute cough in children under 2 years of age should not be treated with cough medicines. There is no scientific evidence for their effectiveness, and they can also cause serious adverse events.

Prescription of cough medicines for 2-17-year-olds

The proportion of prescribed cough medicines (ATC codes R05C / D / F) in doctor's visits where the child was 2-17 years old at the time of the visit.

It is not sensible to treat acute cough in children aged 2-17 years with cough medicines due to insufficient evidence. In addition, codeine-based cough medicines are harmful for children under 12 years of age.

Prescription of systemic antibiotics in unspecified acute upper respiratory tract infection

The proportion of prescribed systemic, i.e., J01-starting antibiotics, in unspecified acute upper respiratory tract infection (with visit diagnosis J06.9) at physician appointments monthly. With this metric, we monitor the responsible use of antibiotics.

Choice of antibiotic in children's ear infection

The proportion of the first-line antibiotic (with amoxicillin as the active substance alone or in combination) mentioned in the treatment recommendations, out of all antibiotic courses prescribed for children's ear infections.

Treatment effectiveness, cardiovascular diseases

The effectiveness of cardiovascular disease treatment is measured by LDL cholesterol as an average over a three-year follow-up period. Patients who have at least two visit entries or B-statements made by the same physician with a diagnosis code related to cardiovascular diseases within this period have been included. The target level according to Current Care Guidelines is set according to the patient's individual situation and is often < 1.8 mmol/mol.

Treatment effectiveness, type 2 diabetes

The effectiveness of type 2 diabetes treatment is measured using LDL cholesterol and glycated hemoglobin (HbA1c) as an average over a three-year follow-up period. Patients have been selected from whom, within this timeframe, there are at least two visit entries or B-statements made by the same physician with a diagnosis code related to type 2 diabetes or a prescription entry for diabetes medication (excluding semaglutide and liraglutide). According to the Current Care Guidelines recommendation, an individually set target level for LDL cholesterol is usually at least approximately < 2.5 mmol/l and for glycated hemoglobin < 53 mmol/mol.

Number of deviation reports relative to appointments

The number of deviation reports prepared by professionals in relation to patient events. Reporting, investigating, and learning from deviations is an essential part of our safety culture and the improvement of patient and occupational safety.

Proportion of discarded images in imaging

Proportion of discarded images in imaging. Discarded images refer to X-ray images that cannot be fully utilized in the customer's care and which require a new X-ray image to be taken. Native or basic imaging refers to bone imaging performed without contrast agent and mammography. Avoiding discarded images is important for the quality of care, as unnecessary imaging increases the customer's radiation exposure unnecessarily.

Patient injuries identified by the Patient Insurance Centre

The Patient Insurance Centre (PIC) produces an annual nationwide statistic on patient injury reports. The metric shows how many patient injury reports in relation to physician appointments, and from 2022 onwards to all appointments (including digital appointments), have been resolved annually concerning Mehiläinen's private medical clinics and hospitals, and how many of these have been identified as compensable patient injuries. The data does not include Hammas Mehiläinen's data.

Note! The metric presents the figures based on the year of resolution. PIC's decisions come with a delay and usually do not concern care provided in the same year.