Client feedback on social and health services

Clients at health centres are satisfied with the services

THL and the welfare areas conduct the health centre client feedback survey every two years. According to the results, clients have for a long time been satisfied with the services they have received.

Satisfaction has remained stable even during the COVID 19 period and amid economic challenges. Although, according to some studies, public trust in health services has been put under strain, clients who have visited health centres assess their own service experience positively.

Based on the 2024 survey, appointments with physiotherapists received particularly positive feedback. In addition, satisfaction with appointments with physicians has increased compared with the previous survey. However, there are differences in satisfaction between health centres, also within welfare areas. The greatest development needs relate to access to contact and continuity of care.
Health centres

Almost all respondents felt they received help from dental clinics

THL and the welfare areas conduct the dental clinic client feedback survey every two years. According to the results, clients are very satisfied with the services they received.

Based on the 2024 survey, almost all respondents felt they received help and felt safe during care. The management of fear and pain works well: most customers who experienced fear felt that it was acknowledged, and 86% received the pain relief they needed.

Urgent care receives particular praise for its speed and flexibility. There is still room for improvement in access to information about the costs of care and in access to care in some wellbeing service counties.
Dental clinics

THL collects client feedback on services through surveys

The Finnish Institute for Health and Welfare (THL), together with wellbeing service counties and service providers, conducts customer feedback surveys in primary health care. The aim is to collect comparable feedback from all wellbeing service counties for the same services at the same points in time. This provides an overall picture of how customers experience the services they receive.

The surveys are conducted at appointments with physicians, nurses, physiotherapists, and social workers or social counsellors at health centres, as well as at dental clinics.