Customer satisfaction
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.
Customer satisfaction survey and Net Promoter Score (NPS)
A sample of our patients will receive an SMS with a customer satisfaction survey. The SMS will be sent from the number 18588. The SMS contains no links, but you are asked to reply by text message. The survey consists of 2 or 3 questions and replying is free of charge.
You have the right to refuse receiving SMS surveys. If you do not wish to receive the survey, please contact HUS units directly.
Net Promoter Score (NPS)
We measure customer satisfaction with an international Net Promoter Score (NPS). The NPS result can be anything between -100 and +100. We measure NPS by asking the question: "How likely are you to recommend the service you received to your friends or family if they were in a similar situation?”
The NPS is calculated from all the feedback ratings (414 069 pcs) received this year.
Date:
- 80
- NPS in January-October 2024
Give us feedback
We are happy to receive feedback and development ideas to improve our services. You can provide feedback and development suggestions via this link.
“Everybody was very easy to understand, caring/empathetic and explained things very clearly. The treatment provided help a lot and they were able to settle my concerns of further complications. The new facilities were very well made, well done.”
“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:
“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!”