Patient Ombudsman

Every health care unit has a Patient Ombudsman who provides patients with information about their rights and aims to promote those rights.

Terveystalo’s Patient Ombudsman is also responsible for issues related to the private practitioners and private care providers at Terveystalo.

The task of the Patient Ombudsman is to instruct and, if necessary, aid in matters related to the application of the Act on the Status and Rights of Patients if they are unsatisfied with their care or the way they are treated. The Patient Ombudsman does not take any stand on medical decisions or on whether a treatment error or patient injury has occurred. The duties of the Patient Ombudsman do not include the provision of reports or solutions on behalf of Terveystalo.

If the issue is only related to an invoice, feedback should be sent directly to the clinic in question.

Before you contact the Patient Ombudsman

If you have any questions about your treatment or you are dissatisfied with your treatment or the way you have been treated, please contact the person responsible for treatment first. Open discussion with the person responsible for treatment or their supervisor often helps clear up any misunderstandings and correct any omissions without any need for further actions.

To contact Terveystalo clinic and/or the person responsible for your treatment, please call our customer service at +358 (0)45 7734 9974 or +358 (0)30 6000.

You have the right to provide feedback if you are dissatisfied with the services provided by Terveystalo. The feedback is handled by the Terveystalo clinic.

Terveystalo's Patient Ombudsmen

Riitta-Liisa Karhunen, Johanna Toivonen and Sanna Sarin

Calls by appointment

To book a telephone appointment, please call +358 (0)30 633 9520.

Email

potilasasiamies@terveystalo.com
Please note! Please do not send any patient/personal data to this email address.

Health care objections and complaints

According to the Act on the Status And Rights of Patients (785/1992), a patient who is not satisfied with their health care or medical care services and the related treatment has the right to submit an objection on the matter to the director responsible for health care in the health care unit in question. If the patient is unable to submit an objection personally or the patient is deceased, an objection can be submitted by their legal representative, family member or a loved one. If no objection has been submitted and the supervisory authority considers that it is most appropriate to treat a complaint as an objection, the authority may refer the matter to the relevant clinic. Read more about objections and complaints on Valvira’s website.

Complaints should be made directly to the Regional State Administrative Agency (AVI) or Valvira (National Supervisory Authority for Welfare and Health).

Social services objections and complaints

Customers of social services have the right to submit an objection or complaint about the social services provided. Before submitting an objection or a complaint, it is advisable to clarify the matter by providing feedback to the unit that provided the social services, where any omissions or errors in the matter can be clarified.

If no objection has been submitted and the supervisory authority considers that it is most appropriate to treat a complaint as an objection, the authority may refer the matter to the relevant clinic.

Please note! The duties of the Patient Ombudsman do not include counselling in matters related to social services. Each municipality must appoint a social ombudsman who is responsible for advising customers of social services on issues related to their status and rights.

Read more about objections and complaints on Valvira’s website.

Complaints should be made directly to the Regional State Administrative Agency (AVI) or Valvira (National Supervisory Authority for Welfare and Health).

Submit an objection here
Data security is ensured by way of an SSL connection. The objection form is only available in Finnish.

Patient safety incident report

If a patient or a family member suspects a treatment error, they can submit a patient safety incident report to the Patient Insurance Centre. In that case, the issue is investigated and resolved by the Patient Insurance Centre.