Quality metrics for hospital

Recommendation index (NPS)

The Net Promoter Score (NPS) measures the customer's 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 metric are based on responses from private customers who received surgical treatment at Mehiläinen's hospitals.

The NPS survey is conducted via a question sent to the customer by text message. The NPS 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). A value above 50 is generally considered excellent.

30 days = the last 30 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 metric (patient enablement instrument), based on scientific research, investigates the customer's own experience of how the physician's and other specialists' appointment affects their ability to cope with a symptom or illness. In the survey, the customer assesses whether they feel they are coping with the symptom or illness much better, better, as before, or worse. The PEI figures shown in this metric are based on responses from private individuals who received surgical treatment at Mehiläinen's hospitals.

30 days = the last 30 days

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

Use of the surgical team's checklist

Checklists used in surgeries contribute to improving patient safety, and their use is recommended by THL and supervised by Valvira. The purpose of the checklist is to ensure critical information (e.g., the right patient, the right surgical site) before, during, and after surgery. Checklists are used in all Mehiläinen hospitals. The metric monitors the use of surgical team checklists on a monthly basis, and for each month, it also shows the average of the previous 12 months. The goal is 100% utilization, meaning the use of checklists in all surgeries.

Healthcare-associated hospital wound infections

Healthcare-associated hospital wound infections are reported as percentages relative to the number of surgeries and are registered at the time of suture removal based on infection-describing entries in patient records. Infections are classified into so-called superficial and deep infections. The metric presented here includes deep infections.

Length of sick leave issued on the day of surgery

The goal is that the length of the sickness-related absence issued in connection with the surgery is at most 14 days. After the surgery, the work ability of the customer, employer, and occupational health care is assessed individually, and if necessary, the recovery of work ability is supported in the initial stage with a modified job description. The metric indicates what proportion of the sick leaves issued in connection with the surgery are in line with the target.

Satisfaction with treatment 6 months after surgery

For patients operated on in Mehiläinen's hospitals, satisfaction with surgical treatment is surveyed six months after the surgery. The question "Was the outcome of the treatment in line with your goal?", sent via the OmaMehiläinen application, can be answered "yes", "partially" or "no".

Number of deviation reports in relation to operations

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 improving patient and occupational safety.