Annual Review 2019

Terveystalo Annual Review 2019
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Annual Review

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Terveystalo Corporate Resbonsibility Report 2019
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Corporate responsibility Report

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Terveystalo Quality Book 019
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Quality Book

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Terveystalo is a pioneer in Finnish healthcare

At Terveystalo, we are the leading private company in our field, and we have a unique opportunity – and responsibility – to be a pioneer of Finnish healthcare.

Our objective is to support the overall health of our customers more accurately and effectively. In this work, we utilise assets such as digital tools, which help us meet our customers’ needs efficiently, regardless of time and place.

Terveystalo had an excellent year in 2019 in terms of the financial and operational results. We achieved growth in our service provision while ensuring high service quality and quick access to care for our customers. Furthermore, customer satisfaction reached an all-time high.

The credit for this goes to our professionals. Terveystalo employees are highly competent experts, and we want to build a robust working community in which our customers feel that they are receiving the best possible care regardless of the service or channel they use.

CEO's review

"Our strength lies in our ability to continuously change and evolve"

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Key figures

Approximately 3.7
million doctor´s visits in 2019
 15%
of all doctor´s visits in Finland
Approximately 1.2
million individual customers in 2019
 1,030
revenue EUR mill. (2018: 745)
 11.2
adjusted EBITA, % of revenue

Revenue 2015-2019 Mill. Eur

Graph: Revenue 2015-2019

Adjusted EBITA, EUR Mill and % of revenue

Graph: Adjusted EBITDA 2015-2019

Net debt/Adjusted EBITDA 2015–2019

Graph: Net Debt/Adjusted EBITDA 2015-2019

TERVEYSTALO GROWTH STRATEGY

Mission:

WE ARE FIGHTING FOR A HEALTHIER LIFE

OUR GROWTH IS BASED ON SIX STRATEGIC CHOICES:

SUPERIOR CUSTOMER EXPERIENCE

NPS, appointments

THE PREFERRED PARTNER TO OUR CUSTOMERS

Customer Experience quality

THE PREFERRED EMPLOYER FOR PROFESSIONALS

The most interesting employer*

LOCAL QUALITY LEADER WITH NATIONWIDE SCALE BENEFITS

Operational quality

MEASURED EFFECTIVENESS

Medical quality

RESPONSIBLE SOCIAL INNOVATOR

FINANCIAL TARGETS:

GROWTH

6-8% annual revenue growth1

PROFITABILITY

An Adjusted EBITA margin 12-13%2

Capital structure

Net Debt / Adjusted EBITDA not to exceed 3.5x3

DIVIDEND POLICY

At least 30% of net profit distributed1

OUR STRENGTHS:

LARGEST NETWORK

LARGEST AMOUNT OF DATA

SCALABILITY

DEVELOPMENT ORIENTED CULTURE

OUR VALUES:

KNOW-HOW AND CARING

1 Growth in the long term through a combination of organic growth and bolt-on acquisitions
2 An Adjusted EBITA margin 12–13% of revenue in the medium to long term
3 Indebtedness may temporarily exceed the target level, for example, in conjunction with acquisitions
4 Taking Terveystalo’s long-term development potential and financial position into account
* According to Mediuutiset and Universum surveys.

Responsibility guides everything we do

Responsibility is a central value at Terveystalo. Through our activities, we create additional economic value for society while promoting the health and wellbeing of our customers and personnel. We take care of the environment by conducting our services sustainably and working against climate change.

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We are committed to high quality and development work

At Terveystalo, we are committed to the high quality and continuous development of our operations. We want to offer superior service experiences to our customers and the best possible working conditions for our personnel.

Everything we do is guided by our quality triangle: experienced, clinical and operational quality.

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