Integrated care
Terveystalo plays a key role in reforming healthcare in Finland, preventing diseases, and promoting people's well-being. The company provides private healthcare services in Finland and occupational health services in Sweden through its subsidiary Feelgood. In 2025, Terveystalo had a total of approximately 1.2 (1.2) million individual customers and 7.2 (7.6) million customer visits in Finland, as well as a total of over 1.7 (1.7) million end-customers of occupational health services in the Nordic countries. Terveystalo's digital channels have over 2.7 (2.6) million registered users in Finland.
Terveystalo's most significant positive sustainability impact arises from providing seamless, compassionate, and effective integrated care to its customers, which is also the core of Terveystalo's business strategy. According to Terveystalo's strategy, integrated care means that Terveystalo understands its customers and their needs, prevents and manages health risks, guides the customer to the right service and treatment, takes care of the patient throughout the care pathway, works in multidisciplinary teams, and measures and improves the effectiveness of care.
According to Terveystalo's strategy, the integrated care model aims for positive societal impacts, which can be seen, for example, in the effective prevention of diseases, rapid access to care, smooth care pathways, and good treatment outcomes. High-quality occupational healthcare based on integrated care is effective when it promotes the health, work ability, and well-being of employees efficiently and with measurable results. Effectiveness is reflected, for instance, in reduced sickness absences, improved work ability and productivity, and increased well-being at work, which reduces early retirement and saves costs for client companies. Terveystalo's digital services speed up access to care, and smooth integrated care pathways ensure effective, timely care. Cooperation and partnerships with the public sector provide solutions for improving access to care.
Patient safety is the foundation of quality of care, ensuring the safety of treatment and protecting the patient from harm. From the patient's perspective, patient safety means receiving the right treatment at the right time and in the right way. A compromise in patient safety can result in an adverse event for a customer and, in the case of serious adverse events, lead to liability for damages for the company. The protection of patient data is an important part of patient safety. As the role of digital services in healthcare grows and reshapes the industry, the requirements for data protection and information security also increase. Everyone working at Terveystalo and on behalf of Terveystalo must ensure the protection of privacy and the implementation of data protection in all activities involving the processing of patient information. A compromise in information security or data protection can lead to operational restrictions imposed by authorities, financial sanctions, claims for damages, and other financial losses, which would have a detrimental effect on Terveystalo's financial performance.
The main barriers to accessing Terveystalo's services are related to the price and geographical location of the services. In addition, patient groups for whom the use of digital services is challenging may increasingly perceive digitalisation as a threat to accessibility rather than a benefit from an efficiency perspective. Other accessibility challenges for customers and patients include the continuity of care between different organisations – especially for those with chronic illnesses and those receiving care from multiple organisations.
Quality is managed at all levels and implemented in everyone’s work
The goal of Terveystalo's quality work is to ensure the availability of services, patient safety, a high-quality and continuously improving customer experience, the realisation of data protection and information security, compliance with recommendations, and the development of treatment effectiveness. Terveystalo’s quality is monitored and measured at many levels. The results of operations are reviewed regularly, and based on them, development areas are identified and necessary changes are made. Terveystalo’s quality work is based on a quality management system that meets the requirements of the international ISO 9001 quality management system standard. Terveystalo has set quality targets that exceed the standard's requirements. Quality is managed as part of the management structures at all organisational levels, from senior management to the daily work of individual teams and individuals.
Everyone at Terveystalo is responsible for implementing and ensuring patient safety and high-quality care. In addition to the quality management system, operations are guided by several other requirements and binding obligations, which are described in Terveystalo’s integrated management system. The quality and operational management system serve as tools for everyone at Terveystalo to ensure that their actions comply with the requirements and produce the desired outcomes. Terveystalo’s policies (self-assessment plan, operating policy, quality policy, risk management policy, Code of Conduct, data protection and information security policy, and environmental policy) guide operations in addition to common processes, guidelines, procedural rules, and standards. The guidelines related to the data protection of patient data are described in the company's Data Protection Handbook for patient care. The Current Care Guidelines, as well as the legislation and regulatory obligations applicable to the industry and the operations of private service providers, as well as customer agreements, are also key requirements implemented in operations that Terveystalo complies with.
Quality management at Feelgood in Sweden is focused on consistently meeting customer needs and expectations. The quality level is continuously raised through systematic improvement processes. A key element of this work is the ongoing and structured measurement of customer perceptions of services and performance. The results of these measurements form an integral part of continuous development efforts, and customer complaints and feedback are treated with the utmost seriousness.
Clear policies and uniform governance structures with defined targets guide Feelgood’s quality management. Compliance is maintained with the occupational health industry’s quality specifications for Swedish occupational health services, and Feelgood has authorised membership in Sveriges Företagshälsor (Swedish Occupational Health Services). This authorisation entails rigorous quality assurance requirements designed to ensure high standards and value-adding service delivery. As an authorised provider, obligations include maintaining occupational health expertise, continuous professional development, ISO certification, adherence to evidence-based guidelines and methods, annual reporting of specific indicators, and participation in industry development forums where relevant. Feelgood holds certification under internationally recognised ISO standards for quality, environment, occupational health and safety, and information security. The following certificates are maintained: ISO 9001:2015, ISO 14001:2015, ISO 45001:2023 and ISO/IEC 27001:2023.
The company's policies are in line with or exceed the internationally recognised norms concerning end-users and business and human rights, such as the UN Guiding Principles.
In accordance with Terveystalo’s human rights policy, the company is committed to respecting human rights in accordance with the UN Guiding Principles on Business and Human Rights and the OECD Guidelines for Multinational Enterprises. Terveystalo is also committed to the international human rights framework (the Universal Declaration of Human Rights, the International Covenant on Civil and Political Rights, and the International Covenant on Economic, Social and Cultural Rights) and the ILO Declaration on Fundamental Principles and Rights at Work (freedom of association, the right to collective bargaining, the elimination of all forms of forced or compulsory labour, the abolition of child labour, the elimination of discrimination in respect of employment and occupation, and a safe and healthy working environment). If the company's actions may affect vulnerable groups, Terveystalo also takes into account other international norms and principles, such as the Convention on the Rights of the Child.
Targets for quality and effectiveness of care
Terveystalo has defined three key targets to promote the achievement of Terveystalo’s quality objectives. Two of the targets – the NPS for appointments and the referral rate for brief mental health psychotherapy – are also included in the sustainability-linked financing framework published in 2023.
Effective treatment for mental health problems
Mental health problems are among the three most common diagnosis categories at Terveystalo, and they are a significant cause of human suffering and related sickness absences and early retirement in Finland. The implementation of correct and effective treatment for mental health problems is one of the focus areas of Terveystalo’s medical strategy. Patients receiving brief psychotherapy treatment have been found to recover faster than those given only sickness absence and/or medication. Those who receive brief psychotherapy treatment also have fewer sick days. Terveystalo’s aim is to increase the use of brief psychotherapy in occupational healthcare in the treatment of people diagnosed with depression or anxiety disorders. When more and more people receive care at an early stage, resources are freed up for long-term rehabilitative psychotherapy for those who need it due to the severity of their condition. Terveystalo has systematically developed mental health care paths and increased the proportion of patients referred to brief psychotherapy.
Terveystalo’s target is to increase the proportion of people diagnosed with depression or anxiety disorders who receive a referral to brief psychotherapy in occupational healthcare to 25 percent by 2026. This is an ambitious target, as the number of people suffering from depression or anxiety increases every year. Reaching the target will require the continued development of processes and the training and recruitment of professionals, among other measures.
Terveystalo’s Fokus Mieli special unit monitors progress towards the target and supports its achievement by means of training and communications. Terveystalo’s Fokus Mieli special unit provides specialist services in the fields of psychology, neuropsychology, psychiatry, psychotherapy, substance abuse medicine and sex therapy. The unit assesses, supports and manages mental health by providing services to occupational health, organisations, communities and private customers regardless of age, also via remote channels.
In 2025, the proportion of occupational health patients referred to brief psychotherapy was 13.7 (14.8) percent of all occupational health patients diagnosed with anxiety or depression. The result for 2025 fell short of the target. The reasons for this included a decrease in the number of people covered by Terveystalo's occupational health services and a reduction in the scope of agreements with client companies due to the uncertain economic environment.
Excellent customer experience
Terveystalo strives to stand out by offering seamless and effective healthcare services that convey a feeling of caring to the customer. NPS (Net Promoter Score) is Terveystalo’s most important indicator of the quality of the customer experience. Terveystalo develops its services by listening to its customers, streamlining processes from both the customer’s and the professional’s perspective, and by utilising new technology. The Net Promoter Score (NPS) measures the individual customer’s experience of the service they receive. NPS is closely linked to customer loyalty: a satisfied customer is less likely to switch to a competitor and is more committed to the company they use and the services it offers. NPS expresses the willingness to recommend, i.e. how likely the customers are to recommend Terveystalo’s services to others. NPS is a sensitive indicator – it reacts quickly to patient satisfaction or dissatisfaction. The customer experience can be influenced, for example, by the availability of appointments, the perceived quality of care, interaction with a professional or other personnel, or the feeling of being heard.
Terveystalo’s NPS target is 83 for appointments and 95 for hospitals. In 2025, the NPS for appointments was 87.6 (87.7) and the NPS for hospitals was 95.4 (96.2), which were in line with the targets.
Effective care at every visit
Terveystalo aims to provide its patients with the most effective care. The company measures the appointment-specific effectiveness of care with the Patient Enablement Instrument (PEI). PEI measures the customer’s perception of coping with their illness or condition after an appointment, i.e. whether the customer feels that they are able to cope with their symptom or illness much better, better, same as before, or worse after the appointment (on a scale of 1–4). PEI is commonly used in Finnish primary healthcare. Terveystalo’s target for the PEI index is at least 71 percent. In 2025, the PEI index was 71 (69) percent. In other words, approximately 71 percent of Terveystalo’s customers felt that they are able to cope better or much better with their illness after the appointment.
|
Target |
Metric (KPI) |
Scope |
Target level |
Target year |
Base year |
2025 |
2024 |
2023 |
2022 |
|
Increase the share of occupational healthcare patients diagnosed with anxiety or depression and who are referred to brief psychotherapy to 25% by 2026 |
The share of occupational healthcare patients diagnosed with anxiety or depression and who are referred to brief psychotherapy |
Occupational health customers in Finland |
25% |
2026 |
2022 |
13.7% |
14.8% |
10.8% |
8.5% |
|
Maintain a customer satisfaction score of 83 at a minimum |
NPS (Net Promoter Score) for appointments |
Terveystalo’s customer appointments in Finland |
At least 83 |
Continuous |
2022 |
87.6 |
87.7 |
84.8 |
82.7 |
|
For hospitals, maintain a customer satisfaction score of 95 at a minimum |
NPS (Net Promoter Score) for hospitals |
Customers who visited Terveystalo’s hospitals in Finland |
At least 95 |
Continuous |
2022 |
95.4 |
96.2 |
94.5 |
95.3 |
|
PEI index of 71 percent at a minimum |
PEI index (Patient Enablement Instrument) |
Customers who have had an appointment with a physician in healthcare services |
At least 71% |
2026 |
2024 |
71% |
69% |
66% |
- |
Policies
In Finland, the Act on the Supervision of Social Welfare and Health Care (741/2023) requires that the service provider must supervise the quality and appropriateness of its own operations and those of its subcontractors, as well as customer and patient safety. Service organisers and service providers that provide services at more than one service unit are required to draw up a self-assessment programme in electronic format regarding the tasks and services they are responsible for, and to publish the self-assessment programme in a public information network or in another manner that promotes public access to the information. A service provider's self-assessment programme covers all of the service provider's service units. In order to ensure the quality, appropriateness and safety of daily operations and to monitor the adequacy of the personnel involved in customer and patient work, the service provider must draw up a self-assessment plan covering all the services provided in the service unit by and on behalf of the service provider.
The self-assessment plan must include a description of the procedure for reporting and learning from incidents. The service provider must draw up the self-assessment plan electronically and publish it in a public information network or in another manner that promotes public access to the self-assessment plan and keep the self-assessment plan publicly accessible at the service unit.
The Supervision Act requires that the implementation of the activities described in the service unit’s self-assessment plan must be monitored and any deficiencies observed in the course of monitoring must be rectified. A report must be prepared on the monitoring, and changes implemented as a result of the monitoring activities must be published at four-month intervals in a public information network or in another manner that promotes public access to the information, and the information must be kept publicly accessible at the service unit.
The self-assessment programme and observations made on the basis of the monitoring of the implementation of the self-assessment programme, as well as the measures taken as a result, must be published at four-month intervals in a public information network or in another manner that promotes public access to the information.
Terveystalo adheres to a self-assessment plan drawn up in accordance with the guidelines of the National Supervisory Authority for Welfare and Health (Valvira), which is supplemented by operating handbooks and process maps with their work instructions. The self-assessment plan defines how Terveystalo ensures the medical quality and patient safety of its operations. Each clinic must have defined practices for implementing the measures presented in the self-assessment plan.
Terveystalo's self-assessment plan is prepared by the service manager of the patient safety team together with the persons in charge of each function and service line. The self-assessment plan is reviewed by the Chief Administrative Physician and approved by the Chief Medical Officer. The implementation of the self-assessment plan is monitored, for example, in internal and external audits. Terveystalo publishes its self-assessment plan and programme on its website. The monitoring of the self-assessment plan is reviewed quarterly by the Group's Patient Safety Working Group, and any changes are reported every four months when the self-assessment plan is updated.
Quality policy
Terveystalo's Quality Policy describes Terveystalo's commitment to high quality standards and the continuous improvement of its operations, and includes quality objectives and principles for ensuring quality. The Quality Policy supports Terveystalo's values and strategy.
For Terveystalo, high quality is a matter of honour, which is managed at all levels of the organisation and implemented in everyone's daily work. Common processes and measurability guide Terveystalo towards good and consistent operations.
Terveystalo's high-quality and customer-oriented services promote the health of Finns and, at the same time, the well-being of the entire society. Terveystalo always offers customers smooth, caring, and effective integrated care. Terveystalo is a humane workplace where professionals can focus on what is essential. Terveystalo fosters a culture that supports continuous development and monitors and measures its quality at many levels and with many indicators, based on which operations are regularly reviewed, development areas are identified, and necessary changes are made.
Terveystalo's quality work is based on medical, operational, and experiential quality. Terveystalo's quality objectives are set based on these aforementioned areas.
The goal of medical quality is to ensure that Terveystalo's operations are measurably the best and medically effective. Medical quality and effectiveness are measured extensively, and the results are utilised in management and development.
The goal of operational quality is to ensure that Terveystalo always offers its customers effective integrated care. The management and development of operational quality include ensuring compliance with operating processes and instructions, risk management, the implementation of data protection and information security, and the promotion of environmental responsibility.
The goal of professional experiential quality at Terveystalo is to be the best and most attractive workplace in the industry for professionals. Regarding the customer's experiential quality, Terveystalo always aims for an excellent customer experience in all channels and encounters. Customer and professional feedback is extensively used in managing experiential quality and effectiveness.
Terveystalo's Quality Policy is approved by the Board of Directors, and its implementation is overseen by the ESG & Quality Steering Group.
As a key healthcare provider, Terveystalo plays a significant role in access to care at the national level, also in exceptional circumstances. The continuity plan defines and describes the organisation’s operating models for ensuring that Terveystalo’s critical services can be produced in exceptional circumstances and during disruptions. This, in turn, ensures access to medical services and the continuity of business. The goals of the continuity plan are to ensure the availability of critical services in medical care and customer safety, patient safety and occupational safety in exceptional circumstances, ensure that the organisation’s core functions operate with minimal disruptions, maintain the capacity to operate in exceptional circumstances and recover quickly from disturbances, prepare for threats and disruptions whose management requires close and extensive cooperation between various parties, and establish a clear picture of the key roles, responsibilities and tasks in continuity management, as well as the operating guidelines and instructions that ensure continuity. Continuity management is based on risk assessment and is part of Terveystalo’s management and reporting system. The management teams at Terveystalo’s various organisational levels are responsible for continuity management in accordance with the Group’s guidance.
The data protection policy sets out the principles, obligations, responsibilities, organisation, operating practices and monitoring practices that Terveystalo observes in the implementation and development of data protection. The data protection policy serves as the basis for data protection procedures and guidelines, and its purpose is to ensure the realisation of the rights and freedoms of Terveystalo’s customers, personnel and individual stakeholders with regard to personal data. The data protection policy sets out the principles and methods for ensuring the appropriate processing of personal data throughout the lifecycle of personal data; these principles and methods guide all activities at Terveystalo. It also ensures compliance with legislation governing privacy, data protection and other applicable special laws. The principles underpinning the policy are legal compliance and transparency, purpose limitation, data minimisation, accuracy, restriction of storage, integrity and confidentiality. All Terveystalo personnel must comply with the data protection policy. The data protection policy is confirmed by Terveystalo Group’s CEO and maintained by Terveystalo's Legal Affairs department. The policy is updated as necessary. In Sweden, Feelgood has its own data protection policy, which sets out the principles, obligations, responsibilities, organisation, operating practices and monitoring practices that Feelgood observes in the implementation and development of data protection.
In addition to the data protection policy, Terveystalo has a comprehensive data protection handbook for patient care. Its purpose is to provide guidance on the manner and criteria of processing patient data and personal data, the circumstances in which data can be disclosed, and to which parties data can be disclosed. The data protection handbook for patient care is intended particularly for use by Terveystalo professionals who work with patients. The handbook contains instructions on, among other things, the processing of patient data, informing patients and patient consent, the disclosure of patient data, the data subject's right of access, the rectification and erasure of patient record entries, log data requests, suspected misuse and data protection incidents, and the storage and destruction of patient records. The data protection handbook for patient care is approved by the Data Protection Officer and confirmed by the Chief Medical Officer.
The objectives, responsibilities, and implementation methods of information security at Terveystalo are set out in the information security policy. The key objectives of the information security policy are the protection of personal data that is in Terveystalo’s possession (e.g. customer and patient data), as well as material subject to intellectual property rights and copyright, and ensuring their appropriate processing; compliance with obligations stipulated by laws, decrees, norms, official regulations and contracts; the identification of threats to Terveystalo’s operations and the appropriate management of information risks, and ensuring the reliability and cost-effectiveness of information processing. Information security is continuously developed based on observations, audits, and changing legislation.
Terveystalo aims to provide excellent customer experience across all its service channels. Customer feedback provides valuable information for developing operations and services, with the aim of strengthening Terveystalo’s positive impacts on end-users and to prevent negative impacts. Terveystalo collects customer feedback systematically and offers several channels for giving feedback, such as the Terveystalo app, online forms, feedback forms at clinics, and oral and written feedback. Terveystalo conducts customer satisfaction surveys for its corporate customers to monitor the customer experience.
Customer experience and satisfaction are measured by a continuous Net Promoter Score (NPS) survey conducted via text message with random sampling, as well as customer experience surveys aimed at corporate customers. Customer experience and satisfaction are also measured on a professional-specific basis after each doctor's visit. At that time, the visit-specific effectiveness of care is measured by the PEI (Patient Enablement Instrument), which measures the customer's perceived ability to cope with their illness or health condition after the appointment. The NPS and PEI index are key performance indicators for which measurable targets have been set. The targets are described in section S4-5 Targets related to promoting material positive impacts on end-users, which also provides more detailed calculation principles for the NPS and PEI figures.
Terveystalo has a uniform procedure and monitoring for handling customer feedback. Each clinic has a designated quality and patient safety officer who is responsible for processing feedback and ensuring its careful handling. Customers are always given a response if they request one. Customer feedback is regularly monitored and reported, and it is used in both internal and external quality audits to assess the measures taken and their impacts. Customer feedback is an important tool for developing operations and increasing customer satisfaction. The Executive Vice Presidents are responsible for ensuring that customer feedback is taken into account in the monitoring, implementation, and development of overall quality in their respective areas.
Regarding data protection or information security, Terveystalo does not have a separate customer feedback process – instead, the end-user can provide feedback in the same way as for other services. Incident reports can be made regarding information security and data protection.
In Sweden, Feelgood systematically collects customer feedback and uses it to improve services. Feedback can be provided through multiple channels, including online forms, at service locations and verbally. Regular satisfaction surveys are conducted for corporate customers, and all feedback is processed in accordance with the company’s ISO-certified quality management system and continuous improvement process. This approach aligns with the Group’s practices and ensures that end-users in Sweden also have the opportunity to provide feedback and influence service development.
Incident report
All Terveystalo employees are required to file an incident report if they observe an issue that threatens patient or customer safety, or data protection or information security. Incidents are classified according to their nature into near misses and adverse events.
A near miss is a situation where an event threatening patient or customer safety or data protection was close to happening, but the harm was avoided, for example, by chance or by intervening in the observed hazardous situation, such as when a patient was about to be given the wrong dose of medication, but a double-check prevented it.
An adverse event means that an incident threatening a patient's safety or data protection occurred – for example, a patient was given the wrong dose of medication or a patient's sensitive information was disclosed to third parties. The report is made by Terveystalo's personnel using an electronic form. A patient, customer, relative or family member, as well as a pharmacy or a wellbeing services county, can also file an incident report using the dedicated form available on Terveystalo's website.
In the incident processing procedure, an email alert for each incident report is sent to the clinic's quality and patient safety officer, the feedback and incident handlers, and the physician or dentist in charge. The quality and patient safety officer and the feedback and incident handler are responsible for initiating the processing of the incident and coordinating it with the persons in charge of different functions. The physician/dentist in charge is responsible for the medical assessment of the incident. The quality and patient safety officer and the feedback and incident handler ensure that a root cause analysis is carried out and corrective measures are taken. In 2025, the proportion of near-miss reports at Terveystalo was 58.9 (54.1) percent of all incidents.
Patient ombudsperson
In healthcare and social services, patient ombudspersons and social services ombudspersons are appointed to ensure the rights and legal protection of patients and the clients of social services (Act on Patient Ombudspersons and Social Services Ombudspersons 739/2023). The legislation applies to the wellbeing services counties and the City of Helsinki and HUS Group. The wellbeing services counties and the City of Helsinki are responsible for patient ombudsperson and social services ombudsperson activities also when it comes to private service providers. If necessary, Terveystalo's customers can contact the patient ombudsperson of their wellbeing services county or the City of Helsinki for help or advice.
Objections in healthcare
A patient who is not satisfied with the healthcare or medical care or the related treatment received by him/her has the right to file an objection on the matter to the director responsible for healthcare in the healthcare unit in question (Act on the Status and Rights of Patients, Patient Act, 1992/785, section 10). If the patient is unable to file an objection themselves due to illness, incapacity or similar reason, or if they are deceased, the objection may also be filed by their legitimate representative, family member or other related party. The operational unit must adequately inform its patients of the right to object, and make it as convenient as possible for patients to file an objection. As a rule, objections should be filed in writing. However, an objection can also be submitted orally if there is a special reason for it. The operational unit must process the objection appropriately and provide a written response within a reasonable period of time after the objection has been filed. The response must be justified in the manner required by the nature of the case.
The response to an objection cannot be appealed. Filing an objection does not restrict the patient’s right to file a complaint about their care, or treatment related to their care, with the supervisory authorities for healthcare.
Complaints in healthcare
Anyone who is dissatisfied with their care, treatment or related procedures may file a complaint in accordance with Chapter 8a of the Administrative Procedure Act. Filing an objection does not prevent a person from filing a complaint. As a rule, complaints are filed with the Regional State Administrative Agency (AVI). Complaints can be filed with the National Supervisory Authority for Welfare and Health (Valvira) only in special circumstances.
Notice of injury
The patient has the right to file a notice of injury with the Patient Insurance Centre (PIC) if there is a suspicion of patient injury or medical malpractice. In that case, the issue is investigated and resolved by the PIC. The patient ombudsperson for the wellbeing services county provides advice on filing a notice of injury. In 2025, Terveystalo's ratio of compensated patient injuries to the total number of appointments was 0.0009 (0.0005) percent.
Whistleblowing channel
Consumers and end-users can report ethics-related shortcomings or legal violations via Terveystalo’s whistleblowing channel (WhistleB). The whistleblowing channel and the processing of whistleblower reports are described in more detail in section G1 – Business conduct.
Seamless, compassionate, and effective integrated care to customers
The most significant positive sustainability impact of Terveystalo’s operations arises from providing seamless, compassionate, and effective integrated care to customers, which is also the core of Terveystalo’s business strategy.
The goal of Terveystalo’s integrated care model is to seamlessly combine the different stages of care and create positive impacts on different customer groups. For the consumer customer, value is created by quick access to appropriate care, continuous support throughout the care pathways, and the best possible outcomes of care. For companies, value is created by reducing sickness absences and related costs through effective preventive measures and care pathways. For insurance companies, value is created by efficient care pathways that speed up recovery and thus reduce the total costs of the insurance event. For the public sector, value is created by cost-effective and high-quality partnership models for addressing bottlenecks in the healthcare system. Terveystalo evaluates the success of its care models from many different perspectives, including the experiences of patients and diagnosis-specific effectiveness indicators. In addition, quick access to care and an excellent customer experience are key quality criteria. Terveystalo continuously develops its services across the entire care pathway, including prevention, assessment of the need for care, appointments, diagnostics, day surgery and rehabilitation.
The medical strategy for healthcare services, which supports the Group’s business strategy and its implementation, sets out the most important measures and initiatives aimed at improving access to care and the quality and effectiveness of care, as well as the customer experience. Measures have been defined for all stages of the care pathway, and their implementation is monitored with the help of targets and indicators. In the Portfolio Businesses segment, the key focus area is the development of cooperation with Finland’s wellbeing services counties, which are primarily responsible for organising public healthcare and social welfare services.
Below are described some of the most significant continuous and planned measures, as well as the measures implemented in 2025, to promote positive impacts on Terveystalo’s customers.
Terveystalo is a pioneer in healthcare digitalisation in Finland. Over 2.7 million Finns use Terveystalo's digital services, and over a million also have access to Terveystalo's applications in public healthcare.
The priorities of digitalisation include:
- utilising data to identify and prevent health risks,
- speeding up access to care in a multi-channel production model,
- systematically measuring and continuously developing the effectiveness of care.
Terveystalo develops digital solutions for both consumer and corporate customers. Consumers are offered remote appointments, chat services, digital care pathways, and modern health technology solutions. For corporate customers, Terveystalo provides smart work ability management tools, such as the Suunta and Sirius systems, and AI-powered programs for predicting work ability risks.
Terveystalo uses a digital self-assessment of the need for care, which facilitates access to care and interaction in case of illness by guiding customers to the right professional and the right service channel in a timely manner. The tool analyses the symptoms described by the customer, makes an urgency assessment, and forwards the information to the receiving professional in advance, which speeds up the treatment process and reduces unnecessary visits.
In 2025, a joint venture established with the Swedish technology company MedHelp and other owners will accelerate the development of a modern occupational health platform. AI and data analytics enable the identification of individual and organisational level risks and the optimisation of occupational health services. The goal is to bring all occupational health solutions onto a single platform, which will enhance the efficiency of professionals' work and improve the customer experience.
Terveystalo is also developing digital services for the public sector, such as AI-assisted documentation assistants, smart chatbots, and digital platforms for use by wellbeing services counties. These can reduce unnecessary patient contacts, enhance self-service, and ensure continuity of care.
Terveystalo is committed to the responsible use of AI and has published its own ethical principles for the use of AI in healthcare. Technology is always developed based on customer needs, and the goal is to provide high-quality, smooth, effective, and humane services.
Terveystalo utilises artificial intelligence (AI) in various ways to develop its services, focusing particularly on improving the availability and quality of care, supporting the work of professionals, and enhancing internal processes.
AI is used to improve the quality of care, for example, in imaging. In magnetic resonance imaging (MRI), AI calculation using neural networks improves image quality and reduces imaging time. AI can also improve access to care by making professionals' work more efficient. For instance, in chat appointments, AI-assisted patient record documentation is already a daily practice: AI drafts a proposal for the patient record for the doctor based on the patient's initial information and the chat conversation. The doctor either approves, modifies, or rejects the record. AI is also used in feedback processing, internal information retrieval, and streamlining daily work, which improves the customer experience and frees up professionals' time for patient work. The quality, patient safety, and value produced by AI are closely monitored at Terveystalo. Patient data is processed with AI only when it is necessary for providing care, and patient data cannot end up in any form of unauthorised external use. The doctor is always responsible for the care and treatment decisions.
In April 2025, Terveystalo published its ethical principles for AI, which guide all AI development and use. The principles emphasise human-centricity, responsibility, transparency, safety, and privacy. All of Terveystalo's AI projects strictly adhere to data protection legislation and information security requirements, and new tools undergo rigorous evaluations before deployment. Terveystalo's AI team oversees AI governance, supports projects, and ensures regulatory compliance.
Terveystalo invests heavily in staff competence and organises AI-related training sessions that cover the basics of AI, usage rules, and applications. Professionals only use tools approved by Terveystalo, and AI development is done in close collaboration with healthcare professionals. In addition, Terveystalo extensively collects information on the impacts of AI projects on the quality of care and conducts peer-reviewed research so that the lessons learned can be shared more widely for use in healthcare and medicine.
Terveystalo is developing a new modern patient information system, Terveystalo Ella, in collaboration with healthcare professionals. The goal of Ella is to streamline appointment work, free up time for patient interaction, and provide a genuinely intelligent tool for care planning and implementation. Terveystalo Ella also brings concrete benefits to customers. The system is designed to improve the quality and continuity of care and the customer experience.
With Ella, the treating professional can quickly access information relevant to the patient's care, enabling more personalised and effective treatment. When information flows smoothly and the treatment history is visible in a single view, every doctor can act as the patient's personal physician – regardless of where or when the care takes place.
The system supports care planning and implementation through care pathways, ensuring that treatment proceeds as planned, in a timely manner, and by the right professional. This reduces duplicate visits, improves treatment outcomes, and provides assurance to the customer.
Customer-centricity is emphasised in Ella's development: when the professional's work becomes smoother, more time is left for interaction and listening to the patient. Terveystalo Ella is a step towards healthcare where technology supports humane care.
Terveystalo has launched a two-year development programme in occupational health, with a special focus on the effectiveness of preventive services, reducing production costs, and streamlining the corporate customer's experience. The programme will continue until 2027.
In the coming years, Terveystalo will invest heavily in digital solutions that support work ability and create added value for corporate customers. In 2025, a joint venture established with the Swedish technology company MedHelp and other owners will accelerate the development of a modern occupational health platform. The goal is to utilise MedHelp's AI-based health service platform as part of the digital development of occupational health. MedHelp's AI-based health platform offers employers effective tools for managing and reducing sickness absences and will gradually replace the current digital occupational health solutions during 2026.
The occupational health development programme is a comprehensive development project that combines customer understanding, professional expertise, and digital tools with the aim of further strengthening Terveystalo's role as a partner in working life and a pioneer in sustainable healthcare.
Since 2021, Terveystalo has been developing care pathways based on the Current Care Guidelines and other generally accepted clinical practice guidelines. The aim of the care pathways is to ensure the consistency and effectiveness of care, support the work of healthcare professionals, promote the health of customers, and ensure the implementation of diagnostics and monitoring.
Care pathways serve as a tool for healthcare professionals, who see treatment recommendations and follow-up measures based on the working diagnosis as alerts in the patient information system. These include suggestions for diagnostics, such as laboratory and imaging tests, and situations where a specialist consultation or therapies, such as brief psychotherapy or physiotherapy, are recommended. The care pathways also help the customer by providing clear instructions in the Terveystalo app on preparing for examinations, self-care, and, if necessary, starting therapies. For the customer, the care pathways enable clearer and smoother care and a better understanding of the course of treatment. For healthcare professionals, they provide tools that make their work easier, reduce the administrative burden, and support decision-making.
By the end of 2025, approximately 80 care pathways were in use, covering, among other things, the treatment of lower back pain, depression and anxiety, insomnia, and paediatric lower respiratory tract infections. During the year, the care pathways were further developed, for example, by clarifying the guidance. In addition, work was initiated to turn the questionnaires measuring the effectiveness of care into medical devices, which will further enhance the monitoring of care effectiveness and support the transition towards even more effective treatments.
One key project through which Terveystalo aims to improve the accessibility of its services is the Kela freedom of choice pilot for those aged 65 and over, which began in autumn 2025. Terveystalo opened its entire extensive network of medical clinics to the freedom of choice pilot and is putting effort into offering these services. The pilot covers over a fifth of Finland's population and will continue until the end of 2027. During this time, people over 65 can receive reimbursements for up to three general practitioner visits per year (two in 2025) and for selected basic examinations, such as blood tests, ECGs, and chest X-rays. Kela has set price caps for the services, and in the pilot, a private general practitioner visit costs the customer a maximum of EUR 28.20 (in 2025). The appointment can take place on-site, via video, or by telephone. Kela estimates that the pilot will cover up to one million visits annually.
The pilot started briskly, and between September and December 2025, approximately 31,600 visits were recorded at Terveystalo across Finland. People sought medical attention for issues requiring a doctor's examination and treatment, the most common of which were common chronic diseases and musculoskeletal disorders. Customers have felt that they have received help and the care they need within the framework of the freedom of choice pilot. The effectiveness of the care, i.e. the customer's experience of coping after the appointment, is measured by the PEI index (Patient Enablement Instrument). The PEI index for visits included in the freedom of choice pilot was high (4.6/5). Terveystalo's goal is to ensure that the pilot is successful for all parties in the best possible way and creates the conditions for the continuation of the model and its possible expansion in the future.