Quality metrics for working life services

Recommendation index (NPS)

The Net Promoter Score (NPS) measures the occupational health private 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 individuals who have used Mehiläinen's working life services. This metric includes both brick-and-mortar appointments and appointments at the Digital Clinic Occupational Health Care Centre.

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.

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 metric (patient enablement instrument), based on scientific research, investigates the occupational health private 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 have used Mehiläinen's working life services.

7 days = the last 7 days 12 months = the last 12 full calendar months (the value is updated once a month)

Proportion of preventive work

Statutory occupational health care means the prevention of health hazards and harm arising from work and working conditions. The aim is to promote and maintain employees' health, work ability, and the safety of working conditions. Costs for preventive activities and activities maintaining work ability belong to Kela reimbursement category I. The metric indicates what percentage of Kela I costs were of all Kela costs.

Corporate customers' recommendation index (NPS)

Our corporate customers receive a customer satisfaction survey once a year. We collect feedback from our corporate customers with scores 0-10 (0-6: detractors, 7-8: passives, 9-10: promoters). The NPS 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).

Companies' health percentage

The goal of occupational health care is to support and promote the health and work ability of the employees of client companies. The companies' health percentage indicates what proportion of the companies' employees have not had any sickness-related absences at all during the preceding 12 months.