Customer-oriented services and great customer experience

In Hospital Nova, our goal is to make all the care decisions as smooth and flexible as possible for our patients, and to respect the patients in everything we do. We want to offer our patients the best possible customer experience – we are here for You.

How did we do – in our patients’ words

We have collected open feedback from our patients, and received both praises and wishes for improvement.

We receive positive feedback especially on our expertise, professionalism, and humane care.

”I received really good care, and the nurses were very professional. They always had a smile on their face. We got clarity on our situation, and information on how to proceed. The information was very clear, and all of my questions were answered well.”

”All I can say is that the doctor was very professional, and the nurses were lovely. All of my scares vanished. I want to thank them.”

”Everything went smoothly, and both doctors and nurses were friendly.”

”Patients were welcomed with no rush, and they are listened to. The staff doesn’t try to push their advice, they are willing to discuss the solutions with patients.”

”I was very happy with the staff and the way they take patients into account. After visiting, I felt very positive, and I got clear instructions on how to continue the care at home safely. Thank you.”

The wishes our visitors have are related to the hospital environment, communications, overall services, and patient instructions.

”I wish there were more and clearer signs.”

”The instructions for getting ready for my treatment were a little unclear and long.”

”The service was very fast and efficient. I had to wait a long time to get to the outpatient clinic, but once I got there everything went very smoothly.”

How did we do - Customer recommendations

NPS (Net Promoter Score) is an index that measures overall customer satisfaction. Worldwide, it is the most commonly used meter for customer satisfaction.

NPS uses one question to find out the overall satisfaction and willingness to recommend the service to others: ”How likely are you to recommend our services to a friend or a family member, if they needed them?”

The question is answered on a scale of 0 to 10, where 0 means that they are very unlikely to recommend the service, and 10 means that they are very likely to recommend the service. The answers are then divided into three categories: detractors, passives, and promoters. After that, the NPS is determined by subtracting the percentage of customers who are detractors from the percentage of who are promoters.

For 2021, our goal for the NPS index is 50.

The figure is based on 2020 information.