Patient Experience (User Experience)

1. Systematic NPS monitoring enables reliable long‑term tracking of patient experience in specialized eye care
2. High‑volume visit types, especially physician visits and intravitreal injections, have the greatest impact on overall patient experience
3. Targeted improvement actions based on patient feedback lead to measurable improvements in both NPS scores and qualitative feedback
4. Improvements in communication, interaction, and process clarity reduce negative feedback and strengthen positive patient perceptions
5. Continuous, data‑driven development focused on high‑impact care processes supports sustainable improvement in patient‑reported experience

This presentation describes the systematic development of patient experience in a large public eye hospital using Net Promoter Score (NPS) as a long-term monitoring and improvement tool. The focus is on how quantitative NPS data and qualitative patient feedback can be combined to guide concrete, high- impact improvement actions in specialized eye care.

The presentation is based on NPS data collected between 2024 and 2026, covering two operational phases: the Eye Hospital’s operation at Tilkka and its subsequent relocation to Pasila. The analysis includes overall NPS trends, response rates, visit-type–specific results, and thematic analysis of open- ended patient feedback. Particular attention is given to high-volume visit types, such as physician visits and intravitreal injections, which were shown to have the greatest influence on overall patient experience.

The presentation demonstrates how targeted improvement actions—especially those related to patient interaction, communication, and process clarity—led to measurable improvements in both NPS scores and feedback content. The results highlight the importance of focusing development efforts on the most influential care processes and of continuously monitoring the effects of these actions over time.