Who are these instructions intended for?
These instructions are intended for professionals working in mental health, substance abuse, and addiction treatment facilities to measure customer experiences. Measuring customer experience is entirely voluntary for treatment facilities, and THL does not require it. The forms are also used in national surveys covering the entire country. In such cases, participation in the survey is strongly recommended but not mandatory.
Use of the forms
The questionnaires can be used when you want to collect customer experience data on services. Customer experience data can be collected either at a single treatment facility or across an entire municipality or welfare area at the same time, for example over a two-week period. When the form is used separately from the national survey, THL does not participate in recording and analysing the results.
The collected data is used to develop services.
Form content
The guide includes customer feedback forms for both outpatient and inpatient services in three languages (Finnish, Swedish, and English). All forms can be found under the "Forms" tab.
The outpatient care form has 24 statements and the inpatient care form has 23 statements. You can select only some of the statements for your own use, or you can use the form in its entirety. At the beginning of both forms, there are seven statements that are part of the national customer feedback survey on well-being areas.
The form also asks:
- awareness of one's own treatment/rehabilitation plan
- whether the treatment is provided on site or remotely (only in the outpatient form)
- whether involuntary treatment has been prescribed (only in the inpatient form)
- duration of treatment
- year of birth
- gender
- education.
The form also includes the NPS, or Net Promoter Score (How likely would you be to recommend the service you received to a family member or friend in the same situation? Answer options 0-10) and a free field where you can describe in your own words what most influenced your experience.
Measuring customer experience
The response options for the statements in the forms are on a five-point Likert scale: “strongly disagree = 1 – strongly agree = 5”. The best customer experience for each statement can therefore be given a value of 5 and the worst a value of 1. The average score for a single statement among all respondents at a treatment center is calculated by adding up the scores given and dividing the result by the number of respondents.
The statements on the forms can be divided into five subject areas. Customer feedback can also be examined for a specific topic by adding up the average scores for the statements belonging to that topic. The average score for a single topic is obtained by adding up the average scores for all statements belonging to that topic and dividing the result by the number of statements in the topic.
Topics covered by the outpatient care form
The statements on the outpatient care form are divided into five topics as follows:
| Subjects | Claims |
|---|---|
| Allegations concerning the visit in question |
|
| Treatment at the place of care |
|
| Effectiveness of treatment |
|
| Practical matters at the place of care |
|
| Access to information |
|
Topics covered by inpatient care form
The statements on the institutional care form are divided into five topics as follows:
| Subjects | Claims |
|---|---|
| National claims |
|
| Treatment at the place of care |
|
| Effectiveness of treatment |
|
| Practical matters at the place of care |
|
|
|
Contact details
Senior Researcher
tel. +358 29 524 8784
[email protected]
Satu Viertiö (LinkedIn)