HUS year 2022: Social responsibility
Our goal was that social responsibility would show itself for instance in improving the customer experience, improving the work of supervisors and employing partially incapacitated people.
Improving the customer experience: NPS indicators exceeded goals
The Net Promoter Score (NPS) measures customer satisfaction and willingness to recommend us with one question: How likely is it you would recommend the service/product to a friend or colleague?
Our goal is for the NPS score to be 70 at our inpatient care units and 50 for remote appointments and at our emergency departments and in psychiatry (on a scale of -100 to 100). We exceeded both goals in 2022, the scores being 77 at inpatient care units, 73 for remote appointments, and 56 at emergency departments and in psychiatry.
In 2022, we received a grand total of about 540,000 customer feedback messages.
Improving leadership and boosting competence: Satisfaction with leadership improved during the year
We set the ambitious goal that at least 90% of the personnel in each unit would answer ‘yes’ to the statement “I am satisfied with the leadership of my supervisor and my workplace unit” in the 2022 Leadership Pulse survey. This survey includes half a dozen questions for evaluating satisfaction with and experiences of leadership.
According to the survey in 2022, 76% of personnel were satisfied with the leadership of their supervisor and how their workplace unit was run, compared to 73% in 2021. Despite this increase of three percentage points on the previous year, we did not attain our goal.
Employing partially incapacitated people
We intend to establish a long-term program providing employment for people who are partially incapacitated or have difficulties finding employment. We have hired three wage-subsidized employees. The model can be replicated in other units, and there are various plans in the pipeline.