Providing a response and assessing the need for treatment
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 amount of phone calls to the service number for general and mental health:
- in November 2022 21 187 calls
- in December 2022 13 773 calls
- in January 2023 20 647 calls
- in February 2023 17 652 calls
- in March 2023 19 373 calls
- in April 2023 15 311 calls
By phone we reached:
- in November 2022 20 715 persons
- in December 2022 13 613 persons
- in January 2023 20 418 persons
- in February 2023 17 462 persons
- in March 2023 18 947 persons
- in April 2023 15 117 persons
Response time on average at callback was:
- in November 2022 177 minutes
- in December 2022 110 minutes
- in January 2023 107 minutes
- in February 2023 77 minutes
- in March 2023 86 minutes
- in April 2023 155 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 amount of phone calls to the service number for oral health:
- in November 2022 8 819 calls
- in December 2022 6 025 calls
- in January 2023 10 387 calls
- in February 2023 8 613 calls
- in March 2023 9 296 calls
- in April 2023 6 956 calls
By phone we reached:
- in November 2022 8 674 persons
- in December 2022 5 897 persons
- in January 2023 10 226 persons
- in February 8 482 persons
- in March 8 946 persons
- in April 2023 6 851 persons
Response time on average at callback was:
- in November 2022 49 minutes
- in December 2022 55 minutes
- in January 2023 101 minutes
- in February 2023 160 minutes
- in March 2023 137 minutes
- in April 2023 230 minutes
The target callback time was 540 minutes.
(Updated 10 May 2023)