Rights of the Patient/Client
If any aspect related to your care remains unclear, or if you are dissatisfied with your treatment and/or the way you have been treated, you should primarily address the matter with the professional who provided the care or with their supervisor. Open discussion can often resolve possible misunderstandings and correct any deficiencies immediately, without the need for further measures.
Patient Ombudsperson and Social Services Ombudsperson
To promote the realisation of patients’ rights and legal protection, as well as those of clients in social welfare and early childhood education and care, patient ombudspersons and social services ombudspersons are designated in social and health care (Act on Patient Ombudspersons and Social Services Ombudspersons 739/2023). Provisions laid down in this Act concerning wellbeing services counties also apply to the City of Helsinki and the HUS Group. Wellbeing services counties and the City of Helsinki are responsible for organising patient ombudsperson and social services ombudsperson services also for private service providers. If you need assistance or advice from a patient ombudsperson, please contact the patient ombudsperson of your own wellbeing services county or the City of Helsinki.
Contact details for patient ombudspersons are available on the websites of the wellbeing services counties.
- Etelä-Karjalan hyvinvointialue (EKHVA)
- Etelä-Pohjanmaan hyvinvointialue
- Etelä-Savon hyvinvointialue (ELOISA)
- Helsingin kaupunki
- HUS alue
- Itä-Uudenmaan hyvinvointialue
- Kainuun hyvinvointialue
- Kanta-Hämeen hyvinvointialue
- Keski-Pohjanmaan hyvinvointialue (SOITE)
- Keski-Suomen hyvinvointialue
- Keski-Uudenmaan hyvinvointialue (KEUSOTE)
- Kymenlaakson hyvinvointialue
- Lapin hyvinvointialue (LAPHA)
- Länsi-Uudenmaan hyvinvointialue (LUVN)
- Pirkanmaan hyvinvointialue (PIRHA)
- Pohjanmaan hyvinvointialue
- Pohjois-Karjalan hyvinvointialue (SIUNSOTE)
- Pohjois-Pohjanmaan hyvinvointialue (POHDE)
- Pohjois-Savon hyvinvointialue
- Päijät-Hämeen hyvinvointialue
- Satakunnan hyvinvointialue
- Vantaan ja Keravan hyvinvointialue
- Varsinais-Suomen hyvinvointialue (VARHA)
Objection in Health Care and Social Welfare
An objection must be submitted to the unit concerned.
Submit an electronic objection in health care or social welfare.
If it is not possible to use the electronic form, print the objection form and submit it signed to a Terveystalo unit, where your identity will be verified.
Objection in Health Care
Section 10 of the Act on the Status and Rights of Patients (785/1992)
A patient who is dissatisfied with the health care or medical treatment received, or the related treatment, has the right to lodge an objection with the director responsible for health care at the health care unit.
If the patient, due to illness, mental incapacity, or another comparable reason, is unable to submit the objection themselves, or if the patient is deceased, the objection may be submitted by their legal representative, a family member, or another close person.
The unit must process the objection appropriately and provide a written response within a reasonable time. The response must be justified in a manner appropriate to the nature of the case.
Objection in Social Welfare
Section 23 of the Act on the Status and Rights of Social Welfare Clients (812/2000)
A client who is dissatisfied with the quality of social welfare services or the treatment received has the right to submit an objection to the person responsible for the social welfare unit or to a leading official.
If the client, due to illness, mental incapacity, or another comparable reason, is unable to submit the objection themselves, or if the client is deceased, the objection may be submitted by their legal representative, a family member, or another close person.
The unit must adequately inform clients of their right to make an objection.
The unit or the leading official must record the objection, process it appropriately, and provide a written response within a reasonable time. The response must include justification.
For more information, see the website of the National Supervisory Authority for Welfare and Health.
Complaint (Administrative Complaint) in Health Care and Social Welfare
Pursuant to Section 10 of the Patient Act and Section 23 of the Social Welfare Clients Act, complaints are governed by the provisions on administrative complaints laid down in Chapter 8a of the Administrative Procedure Act (434/2003).
Anyone may file an administrative complaint with the supervisory authority regarding unlawful conduct by an authority, a person employed by an authority, or another entity performing a public administrative task, or regarding neglect of duty.
The authority has the legal right to transfer the complaint to be handled as an objection by the treatment unit. For this reason, it is recommended that issues causing dissatisfaction are primarily addressed through an objection at the place of care.
Complaints are submitted to the National Supervisory Authority for Welfare and Health.
Patient Injury Claim
A patient has the right to file a claim with the Finnish Patient Insurance Centre if there is a suspicion of a patient injury or treatment error.
The Patient Insurance Centre will investigate and decide the matter.
The patient ombudsperson of the wellbeing services county provides guidance on how to submit a claim.
You can best contact a Terveystalo unit and/or the professional who treated you by calling our customer service at 045 7734 9974 or 0900 30 000*.