The survey was conducted from September through December 2025. Everyone who used services at health centers in the capital acrea received a text message with a link to the survey. In total, around 19,000 responses were received.

Nineteen primary care centers operate in the capital area, and all were included in the survey. Heulsugæsla höfuðborgar-svæðisins (HH) operate fifteen centers, while four are run by private providers. All are funded in the same way through the primary care financing model, and patients pay the same fees for services at all locations.

The average rating for HH centers in the survey ranged from 4.05 to 4.29 out of 5, with 5 being the highest possible score. The overall average for HH centers was 4.17. This is similar to the average rating for other primary care centers in the capital area, which was 4.16. Therefore, only a negligible difference was found when comparing centers operated by HH and those run by private providers.

Easier to get appointments at HH

The survey also asked how easy it was to get an appointment at primary care centers in the capital area. There was a noticeable difference depending on the center in question. The average rating for HH centers was 3.07, while privately operated centers received an average of 2.76.

“Waiting times are a challenge for all primary care centers, and at Heilsugæsla höfuðborgarsvæðisins health centers we have been working systematically to reduce them. While we always aim to do better and ensure people receive services as quickly as possible, this is certainly an encouraging sign,” says Sigríður Dóra Magnúsdóttir, Director General of HH.

“We have already started triaging all urgent cases through the via the 1700 phone line and the Heilsuvera online chat. This has yielded good results. Those who need an appointment are seen the same day or the following day. Others receive good advice from experienced nurses who work according to well-developed protocols,” says Sigríður Dóra.

“Experience has shown that in many cases it is sufficient to receive advice by phone or via online chat. With this approach, we have been able to reduce unnecessary visits to primary care centers. This is beneficial both for patients, who can recover at home, and for staff, who now have more time to focus on more urgent cases.”

Staff attitude exemplary

The survey also asked about staff attitudes at primary care centers. There was little variation between centers, and satisfaction with staff interactions was clearly high across all locations. The average rating for HH centers was 4.67 out of 5, compared to 4.71 for privately operated centers.

Overall satisfaction with services was also high: HH centers received a rating of 4.44, while other centers in the capital area scored 4.54. When asked about the reliability of the information received, ratings were also high—4.49 for HH centers and 4.56 for privately operated centers.

Working within the same framework

“This survey shows a high level of satisfaction with all primary care centers in the capital area, and it naturally motivates us to do even better,” says Sigríður Dóra.

“We also see that there is little difference in patient responses depending on whether the center is operated by us or by private providers. In my view, this is to be expected. There is experienced and capable staff at all primary care centers who work professionally and with integrity. We all operate within the same framework and share the same goal: to provide high-quality services at a strong first point of contact in the healthcare system,” says Sigríður Dóra.

Changed methodology

Sjúkratrygginar Íslands (Health Iceland) has conducted surveys on primary care services before—first in 2019, and then again in 2022, 2023, and most recently in 2025. Comparisons between these surveys should be made with caution, as a new methodology was introduced in the latest survey. Previously, invitations were sent by email or through Iceland.is, often long after the visit. In the latest survey, participants received a text message invitation immediately after their visit.