The City of Espoo was updating its procurement model for residential care to give customers greater freedom in choosing a care home. The new model was developed with a customer-centered approach.
To deepen customer understanding, LINK interviewed residents receiving round-the-clock long-term care and their family members at four care homes. The themes identified in the interviews were visualized and translated into metrics and criteria for the renewed procurement model. These tools enable the City of Espoo and other municipalities in Western Uusimaa preparing the reform to better monitor and evaluate outsourced residential care providers.