Icelandic Health regularly surveys users’ experiences with the services of Heilsugæsla höfuðborgarsvæðisins. This is done by sending a link to a service survey after their visit to health centers, the Children's Mental Health Center, or the Brain Stimulation Center.

From mid-year to the end of November 2025, visitors to health clinics were specifically asked about the services of the Information Center. The center’s staff handle, among other tasks, calls to the 1700 phone line and inquiries via the online chat on Heilsuvera.

82 percent satisfaction

About 41 percent of survey respondents had used the 1700 phone service, and 33 percent had used the online chat.

High satisfaction was reported among those who had used these services. Approximately 82 percent said they were very or fairly satisfied with the 1700 phone service, while around 6 percent reported being very or fairly dissatisfied.

About 72 percent were satisfied with the online chat service, while 11 percent were dissatisfied.

Satisfaction with high-quality and professional service

"It is very gratifying to see these figures, which confirm that the public is satisfied with the high-quality and professional service provided by the staff of the Information Center," says Sigríður Dóra Magnúsdóttir, Director General of Heilsugæsla höfuðborgarsvæðisins.

The goal of the Information Center is to provide professional guidance for urgent matters, regardless of place of residence, via the 1700 phone line and the online chat on Heilsuvera. Experienced nurses staff the center and assess incoming requests.

The number of calls and online chats has steadily increased. Recently, the center’s staff have handled more than a thousand calls and chats per day. The 1700 phone line is available 24 hours a day, while the online chat is open during business hours.

The center employs both permanent staff and temporary workers, totaling approximately 90 individuals. Most work part-time or on temporary contracts, so the full-time equivalent positions amount to about 33.

Telephone guidance often sufficient

"We see that in three out of four cases, advice from our staff is enough to resolve the inquiry," says Ingibjörg Rós Kjartansdóttir, Head of the Information Center. "This is, of course, very beneficial for the service users, who receive the help they need without having to visit a health center. It is also positive for the staff at the health clinics, as it reduces unnecessary visits and allows them to focus on those who need in-person care.

When nurses at the Information Center assess that a caller or online chat user needs to come in for an appointment, they schedule an appointment at a health center either the same day or the following day. "Gone are the days when people had to wait in the health center, sick or with ill children, before receiving service," says Ingibjörg Rós. "Now, people receive a booked appointment, and when they arrive, clinic staff already know the purpose of the visit and can work faster and more efficiently."