Patient ombudsman

Every health care unit has a Patient Ombudsman who provides patients with information about their rights and aims to promote patients' rights.

Terveystalo’s Patient Ombudsman is also responsible for issues related to the private practitioners and private care providers at Terveystalo.

The task of the Patient Ombudsman is to instruct and aid patients if they are unsatisfied with their care or the way they are treated. The Patient Ombudsman does not take any stand on clinical decisions, prepare reports, or make decisions. Furthermore, the Patient Ombudsman does not issue statements on whether a treatment error has occurred.

Before you contact the Patient Ombudsman

If you have any questions about your treatment or you are dissatisfied with your treatment or the way you have been treated, please contact the person responsible for treatment first. Open discussion with the person responsible for treatment or their supervisor often helps to clear any misunderstandings and to correct any errors or omissions associated with your treatment. In that case, no further action is necessary.

To contact Terveystalo clinic and/or the person responsible for your treatment, please call our customer service at +358 (0)45 7734 9974 or +358 (0)30 6000. 
More information about the telephone service

Alternatively, you can give us feedback by filling out the customer service form. The matter will be discussed in the clinic that is responsible for your care.

Terveystalo's Patient Ombudsmen

Riitta-Liisa Karhunen, Johanna Toivonen ja Sanna Sarin

Calls by appointment

To book a telephone appointment, please call +358 (0)30 633 9520.

Calls during service hours

You can also call without an appointment during service hours at +358 (0)30 633 1655

  • Wednesdays from 12 noon to 3 p.m.
  • Thursdays from 9 a.m. to 12 noon
  • Fridays from 9 a.m. to 11 a.m.

Email
To request the Patient Ombudsman to contact you, please send a message to: potilasasiamies@terveystalo.com 

Customer feedback
You can send us feedback about our services.


Personal discussion
If you are unsatisfied with your care or the way that you were treated, try the quick and easy channels to file your complaint first. Open discussion with the person responsible for treatment or their supervisor often helps to clear up any misunderstandings and to correct any errors or omissions associated with your treatment. In that case, no further action is necessary. Give us feedback.

Notification
A patient who is not satisfied with the services provided by Terveystalo has the right to file a notification. You can file a notification electronically through our customer feedback channel or by filling in a notification form, which are available in all Terveystalo clinics. The notification will be processed and responded to by the unit director or a person authorized by the unit director.

Objection and complaint
According to the Act on the Status And Rights of Patients (785/1992), a patient who is not satisfied with the health care or medical care and the related treatment has the right to submit an objection on the matter to the director responsible for health care in the health care unit in question. If the patient is unable to submit an objection by themselves or the patient is deceased, an objection can be submitted by their legal representative, family member or a loved one. Objections are processed by the clinic medical director.
Read more on Valvira’s website.

Submit an objection here
Data security is ensured by way of an SSL connection. The objection form is only available in Finnish.

Complaints should be made directly to the Regional State Administrative Agencies or Valvira (National Supervisory Authority for Welfare and Health).

Patient safety incident report
If the patient or a family member suspects a treatment error, they can submit a patient safety incident report to the Patient Insurance Centre. In that case, the issue is investigated and resolved by the Patient Insurance Centre.