HUS year 2025: Customer

We implemented planned changes to the service network during 2025. Access to care improved in several medical specialties. Challenges remain in certain specialties, including orthopedics and ophthalmology. To shorten waiting lists for orthopedic treatment, we established the joint replacement hospital Orton, which began operations on April 1, 2026.

Customer satisfaction increased in 2025. Our NPS for entire HUS was 83.

We initiated the harmonization of services 

In 2025, we received nearly 500,000 customer reviews and over 350,000 feedback comments. Based on these results, our customers are extremely satisfied with the care they have received, as in previous years.

We have developed digital services and patient communications, for example, by clarifying the content of invitation letters based on customer feedback and development suggestions from our customer panels. 

Our customer survey revealed that some of our services are difficult to understand, that customers want more information about the stages of their treatment, and that our telephone services need improvement. We have initiated corrective measures, and will continue them also in the coming years. 

We began the work of harmonizing customer transactions throughout HUS.  This will help us in ensuring that customers can easily find the right way to handle their transactions with us. The service must be smooth, secure, and equitable across all our channels. The harmonization of services is guided by an overall plan for customer transactions. It defines the principles we use to ensure multi-channel and customer-oriented services.

Next, we will define service paths and develop our customer communications.

In 2026, we will focus on defining service paths at HUS level. The paths will help us better understand our customers and enable us to improve their experience of our care. 

We are also developing consistent and timely communications with our customers while they are waiting for treatment, using appropriate technologies. 

The overall plan for handling customer transactions will be further developed and implemented in 2026.

We developed expertise in customer experience and involvement at HUS 

During 2025, we trained our personnel to utilize the tools available in our customer involvement program and to work in a customer-oriented manner. 

Our customer and research panels worked with our employees to develop our services and research again this year. For example, the panels have evaluated our patient instructions, hospital facilities, and signage, and have been involved in the construction project for the new Jorvi Hospital.

Our experts by experience serve as members of our executive groups, bringing a customer perspective to decision-making. They also gave presentations at various staff training sessions. For example, at HUS’s functional equality seminar, young adult experts by experience spoke about taking into account the transition phase of young people from the children’s unit to the adult unit.

OLKA volunteer activities were carried out in cooperation with various organizations. With the help of volunteers, our customers received guidance and unhurried peer support discussions at the hospital.

We created a training plan for our staff’s customer experience skills. It consists of four groups: the entire personnel, managers, customer experience ambassadors, and an advanced level for developers and others interested in the subject.

The customer involvement program will be implemented throughout HUS in 2026.

The goal is to implement our customer involvement program throughout HUS by 2026. This ensures that our customers’ voices are heard in service development and decision-making, and that they receive support from volunteers during their stay in hospital.

We will ensure that training in all areas of customer experience expertise is provided and that customer experience is part of everyday care and activities.

The year 2025 in figures with regard to customer experience and customer involvement

• Our NPS score, which measures customer satisfaction, was 83 (in 2024, the score was 80).
• 18 customer and research panels
• 222 panel members and experts by experience with 280 assessment, development, and training tasks
• 14 OLKA points run by volunteers in our various hospitals, offering support to our customers and their loved ones
• 280 volunteers who contributed 9,580 volunteer hours
• 91,400 volunteer encounters with customers
• 227 different theme days, with 4,316 customer encounters