Client feedback on social and health services – Health centres

Clients at health centres are satisfied with the services

Overall, clients at health centres are very satisfied with the services. In the nationwide survey, 94% of respondents felt that the service they received was useful.

Appointments with physiotherapists received particularly positive feedback, and satisfaction with appointments with physicians has also increased compared with the previous survey. The most satisfied customers were those aged over 50, and satisfaction increased with age.

The survey conducted in spring 2024 received almost 20,000 responses. Two out of three respondents had used health centre services at least three times during the year.

There is still some way to go towards equal services

The largest differences in client satisfaction are found within wellbeing service counties, between different health centres. Differences between wellbeing service counties are smaller. However, welfare service counties now have better opportunities than before to harmonise services across the entire area.
The greatest sources of dissatisfaction are:

• Speed and flexibility of access to contact
• Continuity of care – only just over one quarter of those who had used services frequently usually consulted the same professional

Positive development in several areas

The nationwide Net Promoter Score (NPS) was 68. Across wellbeing service counties, NPS values ranged between 47 and 81. The highest scores were achieved by the wellbeing service counties of Kymenlaakso (81) and Kanta Häme (80).
Several wellbeing service counties have succeeded particularly in improving access to services and continuity of care:

• South Ostrobothnia, Kainuu and Lapland: customers are clearly more satisfied than average with access to services.
• Satakunta: more than half of frequent users reported that they usually consult the same nurse or physiotherapist.
• Kainuu: clients often consult the same nurse or physician.

About the data in more detail

Summary view of the results of the health centre client feedback survey (in Finnish) 
Presentation of the results of the customer feedback survey on outpatient care at health centres 2024 (in Finnish) 

Description of the statistics  

THL collects client feedback from customers attending appointments with physicians, nurses, physiotherapists and social workers at health centres approximately every two years. Feedback is collected through client feedback surveys conducted by THL in cooperation with the wellbeing service counties.

Update schedule

The health centre client feedback survey will next be conducted in May 2026, and the results will be available in autumn 2026.