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The wellbeing services county of Vantaa and Keravas (VAKE) recent report on quality and in-house control (5–8/2025) shows, there have been improvements in the social and health care services among others in the access to the services as well as client experience and security.
The reports on quality and in-house control program are published on our web pages three times a year and they offer a overview on access to services, security and client experience . With the report on quality and in-house control program we can follow and improve VAKEs client experience, strengthen security and develop our services to better meet the clients´ needs.
According to the second report on quality and in-house control for the year, the waiting times to most services have remained unchanged or even shortened and the access to treatment have improved.
"For example, the part who get treatment within time limit has increased from 69 percent to 84 percent. Furthermore, the waiting time for callback in health centres telephone service has decreased significantly – from 1 134 minutes to 388 minutes. These examples show tangible improvements in accessibility of our services", rejoices director of organisational support Nina Linja.
Furthermore, the indicators measuring client experience have increased further according to the report. Net Promoter Score (NPS) is now 27 and the general score for THLs service is 4,1. The numbers show, that VAKEs clients experience services as more qualitative and functional than before.
In addition to successes, there are also few areas of development in the report, which are actively being addressed.
"For example, in the disability services the start of the assessments of the need for services has unfortunately for a long time exceeded the goal level. We constantly strive to improve it, so we can get the start to the goal level or under it", Nina adds.
According to the report of quality and the in-house control program the notifications of situations jeopardizing security made by the employees have increased, but at the same time the number of serious incidents has decreased. This shows that the notification systems work preventively and support learning from hazardous situations. The more notifications are made, the better we can identify risks and thereby develop the activities.
"For example in Hospital services the medical treatment processes have been developed and patient safety have been strengthened with concrete actions", says Nina. Read the report of quality and in-house control for 2025 in the appendixes from county executive´s meeting 7.10.2025.
Next report is published in the beginning of 2026.