Customer experience and feedback

Here at Pihlajalinna, the development of quality and customer experience is a continuous process. Pihlajalinna aims for excellent customer experience in all interaction channels and locations. By giving us feedback, our customers can help us ensure that our services, processes, operating models and points of interactions are of high quality and that the customers’ voice is strongly present in the service development. At Pihlajalinna, feedback is processed systematically and every Pihlajalinna employee participates in the feedback-based development of operations.

We ask for feedback and measure customers’ likelihood to recommend us:

The customer experience is measured with an NPS indicator (Net Promoter Score). NPS is an internationally used customer satisfaction indicator.

The measuring provides us with crucial information about our customers’ experience of the service and what our most important development areas are. The NPS figure can be anywhere between the numbers -100 and +100. If the NPS points are over 0, you can assume that the majority of the customers would recommend the service. Over +50 points is an excellent result.

Our NPS feedback survey covers all customer groups. We send our customers a text message with a link to the feedback survey on the day after they interact with us. You need to have a smartphone to answer the survey. We send the same feedback survey to the same customer no more often than once a month. Answering an NPS survey is voluntary and completely free for the customers.

You can use the feedback form to give feedback:

In addition to the NPS measuring, we also collect feedback from our customers through the feedback form on our website in order to develop our operations. If necessary, our personnel can also record the customer’s feedback and send it forward.

Are you unhappy with your care?

If you are unhappy with the care or treatment you received at a Pihlajalinna private clinic, hospital or dental clinic, you can send the manager responsible for the location’s healthcare a written reprimand pursuant to the Act on the Status and Rights of Patients. The purpose of the reprimand is to restore the understanding and trust in the care.

Write as detailed as possible description about the incident and, if possible, the names and titles of the people your reprimand concerns. A patient ombudsman can help you with the reprimand, if necessary.

There is no deadline for recording the reprimand. However, for the matter to be solved, it is expedient to submit a reprimand within a reasonable timeframe after the incident that led to the reprimand. A reprimand is always given a written response.

You can also make a free-form reprimand and deliver it to the Pihlajalinna private clinic, hospital or dental clinic the matter concerns, or alternatively to a patient ombudsman. There are separate instructions for submitting a reprimand for the services Pihlajalinna has contracted out to municipalities. More information about them is available on the websites of the municipality-owned companies.

If you are unsatisfied with the response to your reprimand, you are entitled to file a complaint with a regional administrative authority or Valvira. Filing a complaint refers to submitting a notification to a supervisory authority concerning a suspected incorrect procedure or act of negligence.