Feedback for HUSLAB and development measures

HUSLAB has circa 90 units in Uusimaa and Kymenlaakso regions serving both primary and specialized health care. 
HUSLAB uses customer feedback to continuously improve customer experience and services. One of our key projects in 2019 is developing our customer experience with focus on special groups . To improve customer participation, we have launched a customer panel consisting of our patients. Additionally, we also use HUS’s experts by experience in service development.
Feedback has been collected with several methods (electronically, orally, on paper, and with mobile devices placed in the units). Majority of the customer feedback concerns the sampling situations. Between 1 January and 31 Decempber, HUSLAB received 23 723 individual customer feedback replies. Sixty percent of those were positive. 

Patients give thanks for good care and congeniality


"Thank you for kind and quick service."

“The nurse was very warm and always happy. The needle doesn’t hurt at all.”

“The appointment booking system is functional and it is easy to book or reschedule your appointment.”

Ideas into reality


  • We have increased the number of bookable appointments in several units.
  • We have extended opening hours in popular units and increased the number of units, which are also open on Saturdays.
  • The appointment booking system has been made easier to use.
  • We have organized self-service points for retrieving and returning urine sampling kits.
  • We have been able to shorten the waiting times by improving the processes and resources.
  • In our service design project, we launched a card, which instructs patients to arrive to the laboratory at the right time. The unit ordering the tests fills out a card, which tells the patient if they need to fast before sampling, when the samples are taken, and where to look for more information about the sampling.
  • Staff members working at the sample collection sites are required to participate in customer service training.