Targets and achievements

Integrated 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%	-

 

Engaged team

Terveystalo has set two targets for managing the impacts and risks, as well as promoting the opportunities related to its own workforce: strengthening the commitment of professionals and keeping the sickness absences of the personnel at a low level.  

Engagement index for Terveystalo professionals

Terveystalo’s goal is to be the best and most attractive employer in its industry for all professionals. The professional survey is one of Terveystalo’s most important tools for developing the professional experience, the commitment of professionals, internal operating practices and supervisory work. The results of the surveys are discussed in management groups, teams and the Personnel Forum, for example. Based on the results, development plans and measures are created at the organisational level, professional group level and team level. Examples of topics that are closely monitored include satisfaction with supervisory work, satisfaction with the work community and opportunities to succeed in one’s work.

The engagement index for Terveystalo professionals is measured as part of Terveystalo's professional survey. The target is for the index to be at least 4 (on a scale of 1–5) each year. In Finland, the professional survey is aimed at both employees and private practitioners. In Sweden, the professional survey is aimed at employees. In 2025, the index value was 4.1 (4.2).

Target	Metric (KPI)	Scope	Target level	Target year	Base year	2025	2024
Strengthen the commitment of professionals to Terveystalo	Engagement index for Terveystalo professionals	Terveystalo’s employees and private practitioners	At least 4	Continuous	2024	4.1	4.2

 

Sickness absences

Terveystalo's target is to keep the sickness absence rate of its personnel at a low level, i.e. below 4 percent. The monitoring and reduction of sickness absences promotes the company’s operating capacity and profitability. A low sickness absence rate is generally indicative of a work community with a high level of health and well-being, where employees feel well and are able to do their work efficiently. Terveystalo's occupational healthcare focuses on maintaining the personnel's work ability and the treatment of illnesses, which helps to reduce absences and supports the employees' ability to cope with the demands of work. In addition, preventive measures, such as improvements to ergonomics and supporting coping at work, help to reduce long sickness absences and prevent problems related to work ability. In 2025, the sickness absence rate of the personnel was 4.1 (3.8) percent.

 

Target	Metric (KPI)	Scope	Target level	Target year	Base year	2025	2024	2023
Keeping sickness absences at a low level	Sickness absence rate, %	Terveystalo employees	No higher than 4	2026	2023	4.1	3.8	4.1

 

Ethical business

Terveystalo has selected two key targets for managing its impacts related to ethical business conduct, which promote the realisation of ethical and responsible business at Terveystalo and in its value and supply chains. Both targets are connected to all material sustainability topics related to business conduct as defined by Terveystalo.

 

Target	Metric (KPI)	Scope	Target level	Target year	Base year	2025	2024	2023
All employees have completed training on the Code of Conduct and correct action	Percentage of employees in permanent, full-time employment relationships who have completed the training relative to all employees in permanent, full-time employment relationships1)	Terveystalo’s Finnish operations	100%	Continuous	2023	96%1)	91%1)	72%1)
Key suppliers accounting for over 80% of total procurement have approved the Supplier Code of Conduct	Percentage of suppliers who have approved the Supplier Code of Conduct2)	Terveystalo's Finnish operations	100%	Continuous	2023	98%	97%	81%

1) A new compliance course was introduced and moved to a new online platform in spring 2023. The course must be completed every two years, and the completion period from 5/2023 to 12/2025 has been ongoing. Due to the completion period, the figure reported for 2023 includes completions from 5/2023 to 12/2023 (i.e. completions made after the course was renewed and were accomplished by 31 December 2023), the figure reported for 2024 includes completions from 5/2023 to 12/2024 (i.e. completions made after the course was renewed and were accomplished by 31 December 2024), and the figure reported for 2025 includes completions from 5/2023 to 12/2025 (i.e. completions made after the course was renewed and by 31 December 2025). The 2025 figure does not include Medimar Scandinavia Ab or Cityläkarna Mariehamn Ab, nor Turun Silmälaser Oy and Silmäsairaala Pilke Oy, acquired on 31 December 2025. The 2024 figure does not include Medimar Scandinavia Ab or the companies acquired during 2024 (SRK Group Oy, Suomen Radiologikeskus Oy, Kajaanin Radiologikeskus Oy, iRad Oy and Cityläkarna Mariehamn Ab). The personnel of these companies are not in Terveystalo's centralised personnel system and do not have access to Terveystalo's learning platform. 

2) Terveystalo measures the share of suppliers who have approved the Supplier Code of Conduct among Terveystalo’s key suppliers representing approximately 80% of the total procurement expenditure of Terveystalo’s operations in Finland. The procurement expenditure does not include expenses related to fees paid to private practitioners, purchases for operations in Sweden, one-off purchases or purchases of low significance.

 

Training personnel on the Code of Conduct and correct action

Terveystalo is committed to promoting ethical business practices and provides training to its personnel on compliance with the Code of Conduct and correct action. Terveystalo has online training aimed at everyone in the organisation on compliance with the Code of Conduct. Separate online training courses are available for administrative and clinical staff, taking into account the differences in their operating environments. Completing the course is mandatory for all employees.

The purpose of the courses is to support an understanding of why compliant and ethically sustainable business is important, and how it relates to the daily activities and decisions of everyone at Terveystalo. In addition, the training aims to improve understanding of key compliance-related themes and the reporting of misconduct, and to further develop Terveystalo's compliant culture.

Everyone at Terveystalo must comply with the Code of Conduct, regardless of their business unit or role, which is why the goal is for all Terveystalo employees to have completed the training on the Code of Conduct and correct action. In the future, the course must be completed every two years. During the completion review period of 5/2023–12/2025, 96 percent of Terveystalo's permanent, full-time employees completed the training. The figures include Terveystalo’s operations in Finland. In the Swedish operations, the renewed compliance online course will be implemented in 2026.

In 2025, a comprehensive reform of Terveystalo's Code of Conduct and compliance online course was carried out, and the renewed online course was introduced in Finland at the beginning of 2026. An updated online course will also be introduced in Sweden in early 2026. The reforms of the Code of Conduct and the course are described in more detail below in the section on actions related to business conduct. The course must be completed every two years, and completion activity is monitored regularly. Terveystalo will implement the new online course within the Group as part of the implementation measures for the new Code of Conduct during 2026. On 1 January 2026, a new completion period for the online course began for the entire personnel in connection with the introduction of the new online course.

Suppliers that have approved the Supplier Code of Conduct

Terveystalo also strives to ensure ethical and sustainable business conduct in its value and supply chains. Contractual suppliers and suppliers participating in tendering processes are required to approve Terveystalo’s Supplier Code of Conduct, which includes guidelines and requirements pertaining to supply chain management, product safety and compliance, and business ethics, including the prevention of corruption and bribery, competition law, conflicts of interest and data protection, as well as human rights, fundamental rights at work, occupational health and safety, taxation and environmental responsibility.

The target is for 100 percent of Terveystalo’s key suppliers to have approved the Supplier Code of Conduct. At the end of 2025, 98 (97) percent of key suppliers, representing approximately 80 percent of Terveystalo’s total procurement for operations in Finland, had approved the Supplier Code of Conduct. The figures include Terveystalo’s operations in Finland.

Sustainable consumption and climate action

Terveystalo is committed to the targets agreed upon at international climate summits for the mitigation of climate change. Terveystalo has set science based emission reduction targets for near- and long term according to the Science Based Targets initiative (SBTi). Read more from Sustainable consumption and climate action.