Our goal is that social responsibility is manifested in our operations for example in the equality of access to treatment, the promotion of the health of different socio-economic groups and the employment of partially incapacitated people.
Our corporate responsibility program for 2021–2022 contains the following concrete measures for improving social responsibility.
Developing customer experience: NPS exceeded the goal at inpatient care units
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 at our emergency clinics and in psychiatry (on a scale of -100 to 100).
In 2021, the NPS score at our inpatient care units for the year was 75, exceeding the goal despite the coronavirus pandemic. At our emergency clinics and in psychiatry, the NPS score for the year was 46, just short of the goal.
In 2021, we received a grand total of about 427,000 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 2021 Leadership Pulse survey. This survey includes half a dozen questions for evaluating satisfaction with and experiences of leadership.
We conducted the Leadership Pulse survey four times during the year. On the most recent round of Leadership Pulse, 73% of all employees were satisfied with leadership. There was a slight improvement in satisfaction across all survey rounds in the year under review. For 37% of all supervisors, employee satisfaction with their leadership was more than 90%.
We also revised the coaching for supervisor duties and leaderships. We further launched preparation for a strategic project for 2022 titled ‘Securing the potential for leadership and immediate supervisors’.
Employing partially incapacitated people: Two work try-outs led to employment
We intend to establish a long-term program, starting with providing employment for ten people who are partially incapacitated or have difficulties finding employment.
In 2021, we agreed to take on five partially incapacitated individuals on work try-outs with modified job duties. For two of these, their work try-out led to them being hired on a wage-subsidized employment relationship in 2022. For the other three, the work try-out was still ongoing at the end of the year under review, but if the outcome is satisfactory, we will be offering them wage-subsidized employment too.
We also devised two new job duties in the ‘Ratko’ workshop for job customization: lobby greeter and ward assistant.