Stakeholder engagement

Stakeholder

Interaction channels / stakeholder engagement

Stakeholder expectations / themes important to stakeholders

Responding to expectations / impact on operations, business model, and strategy

Customers

Physical and digital customer encounters, online services, feedback surveys and channels, marketing communications, social media, whistleblowing channel (WhistleB), and materiality assessment

Availability, quality, and effectiveness of care, patient data protection and security, patient safety, functional digital services

Terveystalo continued to develop its services in numerous areas and aimed to meet growing demand by, among other things, recruiting new professionals and further expanding its range of digital services. Terveystalo wants to differentiate itself with an excellent customer experience in all customer encounters, regardless of the channel. At Terveystalo, customer feedback is collected systematically, and customers are offered many different channels to provide feedback. Customer feedback is monitored and reported regularly and is used in internal and external quality audits to evaluate implemented measures and their effects. This ensures that customer feedback is an effective tool for improving operations and increasing customer satisfaction.

Personnel and private practitioners

Personnel forum, shop stewards, elected representatives and occupational safety representatives, employee satisfaction surveys, development discussions, discussions with self-employed professionals, personal interaction, materiality assessment, intranet, newsletters, training, webinars, seminars, and other events, as well as the whistleblowing channel (WhistleB)

Responsible leadership, clear management structures, effective interaction, equality, good working atmosphere and conditions, competence development, competitive remuneration

Terveystalo's goal is to be the best and most attractive place to work in the industry. Terveystalo strengthens its attractiveness as an employer by offering professionals interesting and meaningful work, competitive remuneration, diverse career and development opportunities, and by ensuring that professionals can do their work smoothly and focus on what is essential. The goal is to provide a humane and well-functioning work environment where professionals can focus on essential and meaningful tasks. In 2025, the development of tools and processes that streamline work was continued. New professionals were recruited to meet the growing demand. The training of professionals and the company’s offering were further developed and diversified. Personnel were actively informed about current issues, such as the progress of the strategy and related measures.

Owners

Open and active dialogue: regular and continuous reporting through stock exchange releases and reports, personal communication channels such as meetings with investors and analysts, general meetings, materiality assessment, capital markets days, and other events.

The investor relations function coordinates investor interaction with the aim of ensuring equal access to information and opportunities to meet the company's management.

Creation of financial added value, transparent and open communication about strategy implementation and financial performance, predictable business development, responsible business

Terveystalo communicates regularly and continuously with its owners and investors about material matters, such as strategy implementation, business and market environment development, and financial performance. Owners' feedback and expectations are taken into account when updating the strategy and financial targets. Terveystalo participated in several ESG surveys that serve responsible investment.

Suppliers

Supplier cooperation and dialogue in accordance with the Procurement Guidelines and Supplier Management Handbook, steering group meetings for significant suppliers, supplier self-assessment, audits, public reporting channel through which value chain workers can report grievances

Reliability and financial stability; clear contracts and payment terms; continuity and long-term cooperation; openness; communication, and feedback; responsibility and ethics; competitive purchase volumes and prices

The success of Terveystalo's business and maintaining its competitiveness require effective and responsible supplier cooperation. Terveystalo strives for active dialogue and cooperation with its suppliers to ensure compliance with ethical guidelines, promote positive impacts in the value chain, and better understand the context of industries and Terveystalo’s actual and potential impacts. The supplier's perspective and expectations are heard through several channels, including dialogue as part of tendering. Terveystalo expects its suppliers to adhere to high standards of sustainable business in terms of ethical, social, and environmental aspects, as well as occupational health and safety conditions. The Terveystalo Group's Supplier Code of Conduct defines the minimum requirements that all suppliers and partners must meet to do business with Terveystalo and its subsidiaries. All of Terveystalo's contract suppliers, as well as suppliers participating in tenders, must accept Terveystalo's Supplier Code of Conduct. Managing supplier relationships achieves better visibility into the supply chain, improving supply security, quality management, and risk management, increasing visibility into total costs and supply chain flexibility.

Authorities and decision-makers

Open and active dialogue, meetings, and contact directly and in various working groups and events. Contact is in accordance with the obligations of the transparency register.

Good cooperation and open access to information and interaction that facilitates the preparation of decisions

Terveystalo has the expertise, innovation capacity, and willingness to develop Finnish healthcare, which is why Terveystalo actively participates in dialogue with decision-makers and authorities to advance this matter. Terveystalo participates in the formation of opinions and influencing of the private health sector through its labour market and interest group organisations: the Finnish Association of Private Care Providers (HALI), the Association of Private Medical Service Companies, and Healthtech Finland, and their umbrella organisations, the Confederation of Finnish Industries and the Federation of Finnish Enterprises. In addition, Terveystalo engages in active dialogue at the national level with ministries, political decision-makers, and key authorities, such as Kela and THL. Through the Terveyskumppani organisation established in 2024, Terveystalo has created a closer dialogue with the wellbeing services counties, learned about their needs, and developed its service offering to meet them. Terveystalo's partnerships with the wellbeing services counties have expanded as a result. The model includes, among other things, account owners for each wellbeing services county, whose task is to identify the individual needs of the regions and offer solutions for them. Terveystalo has a special ability to increase cost-effectiveness and service availability, which are needed in Finland's social and healthcare system.