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In accordance with the care guarantee legislation, patients must be able to reach a health care unit within the same working day and their need for treatment must be assessed within three working days.

  • Providing a response means that the FSHS must contact you within the same day of your callback request or your SelfChat contact.
  • Assessing the need for treatment means that a healthcare professional will map out your situation and assess your need for treatment and its level of urgency. At the FSHS, this is carried out in the form of a callback or on SelfChat. 

General and mental health, calls and response time

The graph depicts how many clients have called the national service number for general and mental health monthly (dark blue bar) and how many of them we’ve been able to reach by calling back (light blue bar). The pink line depicts the mean response time, i.e. how many hours it took us to call them back. The green line depicts the callback target time.  

The explanation for the diagram can be found in the text.

The amount of phone calls to the service number for general and mental health:

  • in July 2022 9 725 calls
  • in August 2022 17 288 calls
  • in September 2022 23 260 calls
  • in October 2022 21 713 calls
  • in November 2022 21 187 calls
  • in December 2022 13 773 calls

By phone we reached:

  • in July 2022 9 619 persons
  • in August 2022 16 945 persons
  • in September 2022 22 807 persons
  • in October 2022 21 436 persons
  • in November 2022 20 715 persons
  • in December 2022 13 613 calls

Response time on average at callback was:

  • in July 2022 43 minutes
  • in August 51 minutes
  • in September 2022 172 minutes
  • in October 2022 245 minutes
  • in November 2022 177 minutes
  • in December 2022 110 minutes

The target callback time was 540 minutes.

Oral health, calls and response time

The graph depicts how many clients have called the national service number for oral health care monthly (dark blue bar) and how many of them we’ve been able to reach by calling back (light blue bar). The pink line depicts the mean response time, i.e. how many hours it took us to call them back. The green line depicts the callback target time.  

The explanation for the diagram can be found in the text.

The amount of phone calls to the service number for oral health:

  • in July 2022 4 680 calls
  • in August 2022 9 027 calls
  • in September 2022 10 847 calls
  • in October 2022 9 148 calls
  • in November 2022 8 819 calls
  • in December 2022 6 025 calls

By phone we reached:

  • in July 2022 4 601 persons
  • in August 2022 8 526 persons
  • in September 2022 10 650 persons
  • in October 2022 8 999 persons
  • in November 2022 8 674 persons
  • in December 2022 5 897 persons

Response time on average at callback was:

  • in July 2022 100 minutes
  • in August 2022 83 minutes
  • in September 2022 68 minutes
  • in October 2022 50 minutes
  • in November 2022 49 minutes
  • in December 2022 55 minutes

The target callback time was 540 minutes.

(Updated 10th January of 2023)