Patient experience

Patient feedback on nursing is collected to find out how patients have experienced the nursing care they received. 

Patient feedback on nursing tells each unit where they have succeeded, and which issues require further development. Patient’s experience of his own care is an important perspective in the overall quality of nursing. 

Data collection

The patient, customer or his loved one can give feedback on a paper form, on a hospital tablet or via internet. Depending on the organization’s collection method, the feedback system is open continuously or feedback is collected on a special feedback collection week four times a year. 

There are three slightly different surveys: adults’ (22 statements), parents’ (14 statements) and children’s survey (12 statements). All surveys have statements from the following subject areas: 

1. Patient engagement/patient-centered care 
2. Care coordination 
3. Safety 
4. Restoring the trust of a dissatisfied patient (service recovery) 
5. Courtesy and respect 
6. Responsiveness 
7. Patient education 
8. Pain 
9. Careful listening 

The national benchmarking results are produced by Helsinki University Hospital (HUS).

Results

The results of the patient feedback are reported quarterly. For each question, a national average is produced by the type of units, with which each organization’s unit can benchmark the feedback it received. 

In 2024, the focus of reporting is on pain management and medication safety.