Good health and well-being
All members of our personnel are responsible for ensuring that our customers receive appropriate, high-quality and safe care. We aim to stand out by providing an outstanding experience in all customer encounters, regardless of the channel. We develop our work by listening to our customers and utilizing new technology.
Quality and impact are at the core of our operations
We are committed to the high quality and continuous development of our operations. We measure, monitor and manage our quality actively. Developing our service quality and operational efficiency even further allows us to ensure the best possible working conditions for our professionals and the optimal impact of our customers’ service experience, without compromising on the all-important aspects of human contact and empathy.
We divide our quality-related work into four areas:
- Clinical quality
Health care must be based on evidence and good care and operating practices, and it must be high quality, safe and appropriately implemented. At Terveystalo, we actively monitor, measure and manage clinical quality.
- Operational efficiency
Streamlined processes ensure the smart allocation of resources and the reliability of operations. All services provided by Terveystalo are based on our comprehensive and certified quality management system. Our customers can always trust the quality of our care, the smooth use of services, and the efficiency and safety of our services. In addition, we promote pleasant and efficient everyday life by developing our expertise and management. Our comprehensive network, digital tools and extensive service range constitute a platform for providing efficient, personal and local services for customers.
- The customer’s experienced quality
The customer’s experience is always personal and develops through every encounter. It is important to us that customers receive the care they need without delay and they are encouraged to make choices that promote their well-being. Our objective is to be the preferred provider of healthcare services for all customer groups.
- The professional’s experienced quality
We believe that satisfied employees provide a better customer experience in customer encounters, and so enhancing customer satisfaction. The realization of the strategy requires that we are able to attract qualified and motivated health care professionals to Terveystalo and retain them. This enables us to achieve clinical quality, superior service experienceand operational efficiency
Quality management at all levels of the organization
The cornerstones of our quality system are patient safety and the national legislation governing the field. Our quality assurance system is a management system that provides a framework for managing quality and effectiveness at all levels of the organization. Our strategic priority areas, joint processes and measurability guide us towards consistently high-quality operations. Continuous improvement of our operations is an essential part of our quality efforts. The objectives of our quality-related efforts also include ensuring service availability, patient safety, an excellent customer experience, compliance with recommendations, data protection, information security and the development of the effectiveness of care. The Group’s quality steering group monitors the achievement of the quality objectives quarterly using quality indicators.
Patient safety is the foundation for quality in health care
Clinical quality is a key element of Terveystalo’s quality efforts that is continuously monitored and developed. Clinical quality refers to the patient receiving the right treatment at the right time and in the right manner, and that treatment has no avoidable adverse effects. We ensure service quality, safety, customer orientation and productivity through consistent operating methods, the continuous training of our experts as well as modern premises and technology. We manage patient safety by monitoring the number of procedure and clinic-specific post-surgery infections, hazardous events, official requests for clarifications, and the decisions of the Patient Insurance Centre, among other measures. We ensure the safety and effectiveness of the provided pharmacotherapy by medication plans, operating guidelines, and a basic range of drugs.
Each year, the themes, priorities and strategy of patient safety at Terveystalo are chosen by the Group’s patient safety team and confirmed by the quality steering group. This work is supported by internal and external audits. In 2022, the patient safety themes were: unacknowledged laboratory results, drug maintenance permits and drug treatment plan, faster identification and notification of hazardous incidents, and sharing information on the handling and actions related to hazardous incidents. The theme related to hazardous incidents emerged from the 2021 survey, where the patient safety culture, patient safety implementation and development needs were mapped. The clear structures and strategy of patient safety are aimed at effective cooperation to improve patient safety within clinics, throughout the organization, with the supervisory authorities and particularly in practical work with patients.
A good patient safety culture means having an open atmosphere in which employees are able to highlight any shortcomings or hazards (near misses/hazardous incidents) they observe in their work treating patients, without fear of sanctions or blame. Shortcomings and hazardous incidents are addressed openly and carefully to ensure that the issue does not reoccur. In 2022, we launched a new patient and customer safety online course. The course is mandatory for all employees working with patient care and persons in positions with responsibility for patient safety. The course is also recommended for private practitioners working in Terveystalo.
We follow the Self-assessment plan drawn up according to Valvira's instructions, which is complemented by our operating manual and process maps with work instructions. We also follow occupational safety guidelines and guidelines on hygiene and infection control.
The quality index measures clinical and experienced quality
We continuously develop our services, the quality and effectiveness of provided care and the service experience of our customers. We measure clinical, experienced and process results based on international best practices.
Terveystalo uses a quality index that consists of four components:
- high clinical quality
- availability of care
- preventive care
- experienced quality from the professional’s perspective and the patient’s perspective