Elderly care services receive high ratings in Finland despite concerns over safety and loneliness

In a national customer survey, elderly care services received high ratings, contrasting with the often critical public discourse surrounding them. Conducted biennially by the Finnish Institute for Health and Welfare (THL), the survey asks elderly care clients to rate how likely they are to recommend the service on a scale of 1 to 10. Results showed that 57% of home care clients and 52% of those in round-the-clock assisted living rated their services as 9 or 10, with over a third giving perfect scores. These figures have remained consistent since the last survey in 2022.

However, there is a notable decline in satisfaction among home care clients, dropping four percentage points to 54%. Concerns were raised about safety, with fewer clients feeling completely secure, and decreased satisfaction with the acknowledgment of their preferences. Feedback indicated issues with the use of safety devices and slow assistance, as well as challenges in recognizing home care staff due to high turnover rates. The survey also highlighted disappointment in the quantity and quality of recreational activities, such as music and communal engagement, suggesting that elderly individuals crave more social interaction.

A significant finding revealed that over 20% of respondents experience loneliness frequently or constantly. The survey, which was conducted after the establishment of new welfare regions, points to potential changes in service provision criteria that may affect customer experiences. Despite mixed feedback, the home care service in the municipality of Kruunupyy ranked among the top ten providers in both 2022 and 2024, attributed to the familiarity between caregivers and clients, which fosters a sense of security.