Quality and Responsibility

Responsible work

At Terveystalo, our mission is to fight for a healthier life. To realize our goal of being a pioneer in the health care industry, we continuously develop our thinking, our competence and our working methods. We give health care professionals the opportunity to join a multidisciplinary community of top talents, a team whose members help each other succeed. In line with our values, we always focus on people and work toward the common good. Our strategic goal is to be the best and most attractive employer in the industry for physicians as well as other professionals.

Terveystalo is a significant employer

Terveystalo is a significant employer in Finland. At the end of 2021, we had 9,805 (8,253) employees and 5,644 (5,057) independent practitioners in Finland. Our acquisition of the Swedish occupational health company Feelgood in 2021 led to us having 668 new employees and 110 practitioners in Sweden. We also made 11 other complementary acquisitions during the year, which increased our number of personnel by 172. The exit turnover of our personnel in Finland was 14.0 (17.1) percent.

We need many professionals to support our growth

There is a chronic shortage of personnel in the health care sector. With this in mind, it is a strategic priority for us to ensure that Terveystalo has enough health and well-being professionals to enable us to achieve our strategic growth targets. We can accomplish this by recruiting new professionals, having Terveystalo’s existing professionals work more (converting part-time practitioners into full-time practitioners, for example) and reducing exit turnover. This requires that Terveystalo’s attractiveness as an employer and the well-being at work and job satisfaction of Terveystalo’s employees and practitioners constitute the foundation of everything we do. We strengthen that foundation by providing professionals with interesting and meaningful work, diverse career and development opportunities and by ensuring that our professionals can work smoothly and focus on what is important. As an employer, we promise to maintain a good workplace community, operate in a multidisciplinary manner, develop both as a company and as individuals and be a pioneer in our field.

Our goal is to be the best and most attractive employer in our industry. We have worked systematically toward this goal for several years, and studies show that we are the most popular employer in our industry in Finland among both students and professionals in our field.

Terveystalo ranked as the most attractive employer among both industry professionals and students

Terveystalo is the most attractive employer in the health care and pharmaceutical industry and the second-most attractive employer in the entire medical sector among professionals for the second consecutive year. Terveystalo was ranked at the top of its industry among private health care service providers. These were the results of the employer image survey conducted by Universum in 2021. The approximately 1,500 respondents were health care professionals from both the private and the public sector. The survey evaluated nearly 60 organizations, including public sector entities, private health care service providers and pharmaceutical companies. In Universum’s employer image survey of students in the field, Terveystalo was ranked as the industry’s most attractive employer for the eighth consecutive year.

Changes in how professionals work and supporting people through change 

We contribute to the changes taking place in how people work in the field of health and well-being by striving to create the smoothest and most efficient work environment and providing broad support for our professionals in the transformation of work. Digitalization has changed the way health care and well-being professionals work and introduced new demands with regard to their competencies.  The transformation of work represents an opportunity to clarify the work of professionals and make their work smoother and more productive. This allows professionals to focus on customer encounters and problem-solving. Change also requires new approaches to management and remuneration. When it comes to changes in the way professionals work and supporting that change, we focus particularly on improving the content and guidance of work, where the development of treatment guidance with the help of care protocols holds a key role. The goal of treatment guidance based oncare protocols is to provide more consistent and effective care for our customers while also making the work of our professionals easier. We are also introducing new tools to support professionals in their work, including the Terveystalo+ Nightingale health index and digital health and well-being content, instructions and weekly programs for customers, delivered through the Terveystalo app, which our professionals can also use in giving instructions and guidance to customers. We provide our professionals with diverse digital tools that are the subject of continuous development. Our work ability management model in occupational health, the AI-supported Etydi tool for identifying work ability risks, the Terveystalo Pro mobile app for professionals, medical reporting and our Dashboard support professionals with their work and also provide tools for research activities.

We look after the health and safety of our employees

Occupational health care plays an important role in the identification of health risk factors and the prevention of illnesses. Our occupational health care and occupational safety are organized on a company-specific and regional basis in accordance with Finnish legislation, according to which the employer shall arrange occupational health care at its own expense in order to prevent and control health risks and problems related to work and working conditions and to protect and promote the safety, work ability and health of employees.

In addition to the statutory requirements, we provide our employees with a comprehensive range of primary health care, specialized care and well-being services, such as direct access to an occupational physical therapist and Mielen Chat and Mielen Sparri, digital services that support mental well-being. Mielen Chat and Mielen Sparri are low-threshold services that are provided remotely using the Terveystalo app. These services allow the user to discuss anything on their mind in strict confidentiality and they also provide tools to support mental well-being. Brief psychotherapy is also part of our occupational health services. We aim to recognize challenges related to work ability and occupational health at an early stage and seek solutions to these challenges through effective cooperation with occupational health services.

Our own occupational health services provides occupational health care for our personnel throughout Finland. Thanks to centralized and goal-driven management, the content and practices of our occupational health care are consistent and produce good results. Labquality Oy has awarded our occupational health services an ISO 9001:2015 Quality System Certificate.

In our Group, advice and guidance related to employee health and well-being at work, the assessment of work-related health risks, and the prevention and treatment of illnesses are part of our normal cooperation with our occupational health services and our insurance company partners. When it comes to the treatment of serious illnesses, we cooperate with primary health care and specialized health care.

During the COVID-19 pandemic, we have invested significantly in maintaining our personnel’s work ability and medical care under the exceptional circumstances. Terveystalo’s personnel have operated in the eye of the storm of the COVID-19 pandemic. Sickness absences among our personnel increased slightly and the sickness absence rate in Finland was 4.4 (3.8) percent of hours worked.

The statutory occupational health action plan includes the general objectives of occupational health care as well as the requirements based on workplace conditions and related measures. We review the action plan annually based on workplace visits and other occupational health surveys, among other things.

Our occupational health operations are based on our Healthy Workplace model, which is aimed at ensuring that work is as efficient as possible, the workplace community functions well, the management approach is active, and individuals have a high level of well-being at work.

In occupational health care, the company, the personnel and the occupational health services work together in accordance with the set goals. The action plan is available to the personnel on the company’s intranet.

Terveystalo’s private practitioners are not covered by occupational health care. Instead, as self-employed persons, they arrange their own occupational health care. Private practitioners are not in an employment relationship with Terveystalo. They decide on their own fees and provide services directly to customers as part of our service offering.

We actively seek acquisitions. Occupational health services for the employees transferred from the acquired entities are, as a rule, organized in accordance with the acquired entity’s previous agreement at least for the duration of a transition period if the company in question is a subsidiary and it is not merged with Suomen Terveystalo Oy.

We develop our know-how and Terveystalo as a workplace

The systematic and business-driven development of our personnel is especially important for Terveystalo’s future success. Smooth work and appropriate, responsible supervisory work ensure our personnel’s well-being, which in turn benefits our customers through better care and a positive customer experience. We require everyone at Terveystalo to have a defined set of professional skills that is based on the values that guide our operations. At Terveystalo, competence is developed by doing (70%), by learning from others (20%) and by participating in training (10%). In personal development discussions, the need for competence development is assessed and the discussion participants agree on how the desired development will be achieved. We provide professional training and opportunities for learning on the job. We have invested particularly in the development of leadership and supervisory work as well as supporting on-the-job self-study by increasing online learning, for example.

In 2021, we launched Toward Better Leadership, a development program aimed at all managers and supervisors at Terveystalo. The program is underpinned by the changes in management required for the implementation
of our new strategy as well as Terveystalo’s new leadership principles: people orientation, high performance and responsibility. The development program focuses on, for example, the nature of leadership at Terveystalo and how we can coach individuals and teams to perform better. The program also addresses how we create a safe workplace atmosphere where everyone feels comfortable to participate, exercise influence, take responsibility and
act with courage even in situations that involve the possibility of failure. In addition to launching the leadership program, we organized Occupational Health Sparring events for occupational health care professionals during
the year, began an effort to develop the well-being at work of our occupational health nurses, provided training on the implementation of new tools and operating models and organized a wide range of training activities aimed at various professional groups to support their professional development. We also provided training to our various personnel groups on data protection, information security and our Code of Conduct.

In addition to internal training, we engage in research and education cooperation with several universities and promote youth employment with our trainee programs, for example.

As part of workplace development, Terveystalo’s employees and practitioners work flexibly on a place-independent basis, with the objectives and appropriateness of work being the deciding factors in how the work is performed. Our Group services, for example, are shifting to hybrid work, which involves teams agreeing on the most effective working method for them, considering factors such as productivity, objectives, flexibility and the well-being of personnel. Going forward, we also want to strengthen collaboration and teamwork, so we encourage our teams to meet regularly at the office. We have also developed flexible working opportunities for those of our professionals who work at the customer interface. Flexible work is now routine for physicians, occupational health professionals and those who work at our customer service centers, for example. We have supported and provided training related to the transition to remote work during the COVID-19 pandemic and we are now providing strong support to the transition to flexible hybrid work. In this transition, it is essential to engage teams in planning the transition as well as manage different working methods and team spirit in day-to-day operations.  

Personal development discussions as a tool for performance management and job satisfaction

At Terveystalo, annual personal development discussions are held with all full-time employees to support goal-driven and motivated work. The core of the discussions consists of reviewing the successes and lessons learned from the previous period together with the supervisor, setting goals for the new period and, above all, creating an open atmosphere of discussion to facilitate feedback in both directions. In addition to addressing the goals for the previous and next period, the discussion covers competence, well-being at work, working in accordance with Terveystalo’s defined professional skills, cooperation as well as long-term objectives and wishes. The themes discussed in the personal development discussion are revisited in one-to-one discussions held at least once a month and in more extensive half-year reviews. The personal development discussions are a key aspect of the practical implementation of Terveystalo’s strategy, values and professional skills as well as performance management and the monitoring of the achievement of goals.

Terveystalo’s professional skills are as follows:

  • Competent
    My professional competence is extensive, and I share my competence. I have the courage and the will to develop and update my competence, and I seek solutions, challenge myself, and network with other professionals.
  • Caring
    I build cooperation and trust between our professionals and our customers. I work in a way that is inclusive and encourages others and behave in a way that shows my respect for others.
  • Customer-oriented
    I do everything I can to serve customers proactively, using the customer’s needs as a starting point and ending up with a solution that serves the customer. I ensure that the customer knows their care path. I create a smooth and warm customer experience for the customer.
  • Productive
    I work in a way that is goal-oriented and proactive. I achieve results in my work and by working together with our other professionals and our customers.
  • Responsible
    I take responsibility for the quality of my work. I offer high-quality service to every customer. I also take responsibility for my work community by being friendly and treating all of the professionals around me equally well. We grow by growing together.

The professional survey is a key development tool

The professional survey is one of our most important tools for improving internal procedures and supervisor work. The survey is aimed at all of our personnel, including private practitioners. Conducted twice a year, the professional survey sheds light on Terveystalo employees’ and practitioners’ experiences related to well-being at work, management and the effectiveness of the workplace community, among other topics. In the personnel survey, the employee Net Promoter Score (eNPS) is used as a key indicator of well-being and coping at work. The eNPS figure indicates the proportion of our employees and private practitioners who would recommend Terveystalo as a workplace to others. The development areas highlighted in the 2020 survey included the ease of obtaining information, work processes and procedures as well as cooperation between units, clinics and professional groups. Based on the results, we started initiatives such as a project to develop the work of occupational health nurses and we also started to develop practices concerning the location of shared information and improving intranet functionality. In 2021, we launched Toward Better Leadership, a development program aimed at all managers and supervisors at Terveystalo.

In the 2021 professional survey, the employee Net Promoter Score (eNPS) continued to develop favorably, rising to a record-high level of 32 (18). Based on the results, Terveystalo’s strengths include the development and renewal of the company, respecting diversity and satisfaction with supervisors. We will continue to work on making it easier to obtain information and strengthen team spirit and coherence in teams. Our goal is to achieve more concrete improvements and bring the eNPS to a good level, meaning a level above 31, by 2025. 

We promote diversity, equality and non-discrimination

We observe the principles of equality, fairness, and non-discrimination. We do not discriminate on the basis of race, age, ethnic or national origin, nationality, language, religion, belief, opinions, health status, disability, sexual orientation or other personal reasons or circumstances. In recruitment, we focus on the person’s professional competence, the ability to take responsibility and the will to improve our operations and themselves.

To realize these principles, Terveystalo Plc and its subsidiaries in Finland prepare company-specific personnel plans, training plans, equality and non-discrimination plans and define targets for improvement.

In accordance with the diversity policy of our Board of Directors, our objective is to have a balanced gender distribution in the Board of Directors. In 2021, two of the seven members of the Board of Directors were women. Five of the eleven Management Group members were women.

The remuneration of our personnel is based on the principles of performance, equal treatment and competitiveness. For jobs that fall under collective agreements, such as nurses, the pay categories correspond to the classifications specified in the collective agreements. Pay is also influenced by job-specific responsibility supplements and the employee’s years of experience. For senior salaried employees, pay is determined based on the position and the demands of the job as well as other factors, including competence, experience, performance and results. The company-specific equality plans are focused on the equality of remuneration and aimed at promoting equal pay. Gender, for example, cannot be a factor that influences pay.

Terveystalo was an official partner of Helsinki Pride 2021 and participated in Helsinki Pride Week 2021 to celebrate human rights efforts and the historical milestones already achieved. While tremendous progress has been achieved with regard to non-discrimination, there are many steps still ahead – and Terveystalo is no exception. We recognize that the world is not yet free of discrimination. It will take continuous work to ensure that, in the future, everyone is free to be exactly who they are, and we at Terveystalo want to be part of that change. To this end, we announced Terveystalo’s five steps towards more equal and non-discriminatory working life. We are committed to the five steps and will monitor their achievement. In the fall, we organized a brief information campaign on sexual and gender minorities and diversity for everyone at Terveystalo in collaboration with Helsinki Pride. We also distribute information on rainbow sensitivity in customer encounters. In the professional survey conducted in the fall, Terveystalo employees’ and practitioners’ experiences related to non-discriminatory treatment and respect for diversity had improved substantially from the previous good level.

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