Net Promoter Score
Identifying Attributes
Care Settings
Hospital Care
Country
Finland
Publishing Organisation
Helsinki University Hospital quality indicators
Type of Quality Indicator
Outcome
IOM Quality Dimension
Person-Centredness
Setting-Specific Domain
Consumer Experience
Defining Attributes
Definition
Measures customer satisfaction on a scale of -100 to +100 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?"
Numerator
Sum of all Net Promoter Score Ratings
Denominator
Total number of Net Promoter Score ratings.
Exclusions
Use of Risk Adjustment
No
Risk Adjustments
Stratifications
Collection and Reporting Attributes
Type of Data Collection
Surveys
Data Collection Methods
Customer satisfaction survey sent to sample of patients. An SMS is sent to a sample of patients with a survey consisting of 2 or 3 questions. Replying is free of charge.
Frequency of Data Collection
Annually
Frequency of Data Collection in Days
365
Reporting Methods
Reported on website
Reporting Frequency
Annually
Reporting Frequency in Days
365
Indicator Has Recommended Targets
No
Source and Reference Attributes
Evidence Source
Link to Measurement Tools
Domain
Quality of Care Experience
Quality Indicator Confirmed to be Part of a Program Used to Monitor Quality and Safety of Care Among Older People at a Population-Level between 2012-2022
Yes
Assessed by the Australian Consortium for Aged Care Collaborators as Generally Containing Good Properties (Importance and Scientific Acceptability)
Yes
Australian Consortium for Aged Care Endorsed
No
Can the Quality Indicator be Readily Implemented at a Population Level in Australia Given its Current Data Landscape?
No. Data does not currently exist or not routinely collected.
Identified by PHARMA-Care Project
No
Upload Date
23 July 2025
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Date Modified 10 June 2026