Terveystalo clarifies its billing practices – “We take customer feedback seriously”
Terveystalo has launched a major initiative to improve the billing practices of its occupational health services in response to customer feedback. We are enhancing the identification and handling of billing discrepancies and potential misuse, as well as improving the transparency and clarity of our billing processes.
“Trust in the quality of care and transparent billing in accordance with contracts is the foundation of our entire operation. It has been important for us to openly acknowledge the challenges and take concrete action to address them. We have heard the criticism and we take customer feedback seriously,” says Jukka Pitkänen, Chief Medical Officer at Terveystalo.
Terveystalo is implementing several measures to improve its billing practices. We have rapidly developed our analytics capabilities to make it easier to identify and investigate anomalies. The updated analytics tool allows for faster and more accurate responses to both human errors and potential intentional misuse. If discrepancies are detected, they are investigated and, if necessary, promptly reimbursed to the customer. We treat overbilling with the utmost seriousness. If suspicions of misconduct arise, the matter is thoroughly investigated, and in cases of clear intentional wrongdoing, we always take serious action.
In addition to enhanced monitoring, Terveystalo has launched a development project aimed at providing corporate customers with clearer and more tailored billing data, within the boundaries allowed by data protection regulations. We are also improving transparency in collaboration with our customers by offering them the opportunity to influence what information is included in invoice attachments. All development efforts are carried out with full respect for the privacy of employees using occupational health services, and in compliance with current patient data legislation and the EU’s General Data Protection Regulation (GDPR).
“These measures are a direct response to the wishes and concerns raised by our customers. They complement our ongoing service development efforts. Since 2020, we have doubled our investments in facilities, equipment, and services. We are continuously developing our operations to meet the growing demand for healthcare services. We will continue to take responsibility for ensuring that Finnish people receive high-quality, impactful medical care and can access treatment smoothly when they need it,” says CEO Ville Iho.
Read more occupational health news
-
PEth in occupational healthcare
12.06.2025
