Quality metrics for the Digital Clinic

Recommendation Index (NPS)

The Net Promoter Score (NPS) measures a 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 given by private customers who have used Mehiläinen's private healthcare services at the Digital Clinic.

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 of -100 (all customers are detractors) to 100 (all customers are promoters). Generally, a score above 50 is considered excellent.

7 days = last 7 days

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

Feeling of coping after the appointment (PEI)

The PEI (patient enablement instrument) metric, based on scientific research, assesses the customer's own experience of how an appointment with a physician and other specialists affects their ability to cope with a symptom or illness. In the survey, the customer evaluates whether they feel they are coping much better, better, the same as before, or worse with the symptom or illness. The PEI figures shown in this metric are based on responses given by private customers who have used Mehiläinen's private healthcare services at the Digital Clinic.

7 days = last 7 days

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

Waiting delay in starting a discussion

Average waiting delay before starting a discussion at Mehiläinen's Digital Clinic for private health care services (general practitioners, occupational health physicians, occupational health nurses, nurses, and occupational physiotherapists).

Prescription of mainly central nervous system (CNS) affecting drugs in relation to appointments

The proportion of prescribed CNS, or mainly central nervous system affecting, drugs out of physician appointments completed at the Digital Clinic for over 18-year-olds. CNS drugs include certain sleeping pills, opioids, and benzodiazepines. With this metric, we monitor the responsible use of CNS drugs.