At HUS, we want to develop our operations and improve our services even further. All received feedback from customer is valuable and allows our customers to make a difference. We utilize the feedback to develop our services, customer service and management, among other things.
Based on received feedback, we have, for example, developed our care practices and services, improved the data security and privacy of our patients, and provided training to our staff. We have also utilized feedback in our projects to develop our operations.
We have received a lot of praise especially for the friendly service, good care, and high-quality patient meals we provide. The received praise encourages us to provide even better care and to maintain the quality of our operations.
“The staff was friendly and professional; my warmest thanks to everyone. I was treated as an individual, not just a number.”
“A matter-of-fact, friendly, professional and knowledgeable staff, both at the outpatient clinic, on the ward, in the operating room, and in the recovery room. Thank you all, I can wholeheartedly thank you and praise every one of you!”
“The service was really commendable and even though I was nervous about my procedure, the staff provided me encouragement. My warmest thank you for everything!”
We have developed our operations based on customer feedback
Examples of actions we have taken:
Some of our outpatient services have introduced a callback system in which we promise to contact the patient within the same working day. With the callback system, we have been able to decrease the number of so-called lost calls, where no phone contact with a person is made, to zero. Our average callback time is 0.30–4 hours.
Our aim has been to try to streamline the discharging of our patients by starting the planning for the discharge earlier. We have updated our discharge and nutrition guidelines and paid more attention to our staff’s orientation training. Discussion and interaction with patients is especially important to us.
We have reminded our staff about using the official ID cards, as in customer service situations it is important that the patient knows which professional group representative they are dealing with.
In shift planning, we strive to guarantee bilingualism in every shift, so that our staff is able to serve patients in both Finnish and Swedish.
We have increased the number of available appointments for sampling points at several of our units and made the appointment system even easier to use than before.
We have extended our opening hours and increased the number of appointments available on Saturdays in our busiest units. In addition, we have been able to reduce the waiting times for our patients by improving the processes and the use of resources, among other things.
In cooperation with our customer panel, we have simplified our website and the instructions that patients receive for preparing for appointments and for booking appointments.
Our units have been added on the Service Map and, at the same time, the information on accessibility has been made more visible.
We have compiled an assessment form for customer appointments that our customer panel has been using. On the form, the customer can record their experience with regard to their arrival, signs and instructions, reception, and the examination itself.
“The food on the ward was tasty and the night nurses were empathetic and competent.”
“Thank you for your expert and friendly care and service. Definitely among the best of my hospital experiences!”
“I have never encountered such friendly nurses who do not allow the rush and haste to hinder the encountering of the customer and providing assistance to them. I have been feeling relaxed throughout the treatment period. Thank you to the nurses on the ward!”