Positive Client Experience in the Most Recently Used Social Service (%) (From 2020)

Identifying Attributes

Care Settings
Primary Care
Country
Finland
Publishing Organisation
Finnish Institute for Health and Welfare (THL)
Type of Quality Indicator
Outcome
IOM Quality Dimension
Person-Centredness
Domain
Consumer Experience

Defining Attributes

Definition

The indicator shows the percentage of social service users aged 20 or over who had a positive client experience in social services. Based on the questions: "How has the interaction with the personnel been? Please evaluate the service you have used most recently. Select one option only for each statement. The items in the battery of questions included a) Was enough time spent with you during your meeting?, b) Were things explained to you in an understandable way?, c) Could you ask questions or express concerns?, d) Were you able to participate in the decisions made about your own affairs and their management as much as you wanted? 1) absolutely yes, 2) to some extent, 3) not really, 4) absolutely not, 5) cannot say

Numerator

Number of respondents aged 20 or over who: i) Have used health care services in the past 12 months; ii) provided valid responses (1-4) to all four questions; iii) achieved an average score of 1.5 points or less.

Denominator

Total number of respondents.

Exclusions
Use of Risk Adjustment
No
Risk Adjustments

None

Stratifications

Sex (male, female, combined); Municipality, region, the well-being services county, whole country

Data Attributes

Type of Data Collection
Surveys
Data Collection Methods

Healthy Finland Survey (THL)

Frequency of Data Collection
Frequency of Data Collection in Days
Reporting Methods
Reporting Frequency
Reporting Frequency in Days
Indicator Has Recommended Targets
No

Source and Reference Attributes

Evidence Source
Link to Measurement Tools
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)
No
Australian Consortium for Aged Care Endorsed
No
Identified by PHARMA-Care Project
No
Upload Date
23 July 2025