Quality metrics for Mehiläinen Länsi-Pohja

Recommendation Index (NPS)

We collect feedback from our customers with ratings 0-10 (0-6: detractors, 7-8: passives, 9-10: promoters). The NPS recommendation index is calculated by subtracting the percentage of detractors from the percentage of promoters: NPS = (percentage of promoters) – (percentage of detractors). The result is a recommendation index on a scale from -100 (all customers are detractors) to 100 (all customers are promoters). In Mehiläinen Länsi-Pohja, the NPS survey is in use: at Länsi-Pohja Central Hospital's dental and oral diseases, dermatology, neurology, pulmonary diseases, oncology, ear, nose and throat clinics, and in the ophthalmology unit, and at the primary health care and dental care receptions of Kemi, Keminmaa, and Tornio health centres.

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.

In Mehiläinen Länsi-Pohja, the PEI metric is in use: at Länsi-Pohja Central Hospital's dental and oral diseases, dermatology, neurology, pulmonary diseases, ear, nose and throat diseases and rehabilitation clinics, and in the ophthalmology unit, and at the primary health care and dental care receptions of Kemi, Keminmaa and Tornio health centres.

Waiting assessments of treatment need in specialised health care by specialisation

Healthcare guarantee legislation requires that the assessment of the need for specialised health care must be made within three months from the arrival of the referral. The statistics include those specialisations for which Mehiläinen Länsi-Pohja has full responsibility for provision (ophthalmology, ear, nose and throat diseases, dermatology, pulmonary diseases, dental, oral and maxillofacial diseases, oncology, neurology, child neurology, neurosurgery and physiatry).

Waiting for treatment in specialised health care by specialisation

According to healthcare guarantee legislation, treatment must be started at the latest within six months from the determination of the need for treatment. The statistics include those specialisations for which Mehiläinen Länsi-Pohja has full responsibility for provision (see list of specialisations from the treatment need assessment metric).

Realisation of the healthcare guarantee in health centres

The healthcare guarantee legislation was tightened in 2024 so that access to treatment should be within 14 days of the assessment of treatment need. Subsequently, THL relaxed the guidelines in 2025, stating that for those over 23 years of age, access to treatment within 3 months would suffice. However, at Mehiläinen, we continue to monitor access to treatment within 14 days for all our patients, as we want to take good care of them. The figure is an average calculated from the numbers reported by THL. The metric includes primary health care physician and nurse appointments from the health centres in Kemi, Keminmaa, and Tornio (Average. THL reports).

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

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 patient contacts have been resolved per year concerning MLP's health centres in Tornio and Kemi, and Keminmaa (for which Mehiläinen Terveyspalvelut Oy is responsible) and how many of these have been identified as compensable patient injuries.

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.

Patient injuries identified by the Patient Insurance Centre (dental care)

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 patient contacts have been resolved per year concerning MLP's health centres in Tornio and Kemi, and Keminmaa (for which Mehiläinen Terveyspalvelut Oy is responsible) and how many of these have been identified as compensable patient injuries.

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.

Patient injuries identified by the Patient Insurance Centre (specialised health care)

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 patient contacts have been resolved per year concerning MLP's produced activities at Länsi-Pohja Central Hospital and how many of these have been identified as compensable patient injuries.

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.