Success in occupational health creates a ripple effect at Yliopiston Apteekki: "Improved work ability comes through to our customers too"
Yliopiston Apteekki has managed to cut sickness absence, partly by offering more proactive support in difficult situations. Work ability is also being discussed more often and more openly than before.
The results speak for themselves at Yliopiston Apteekki: employees are feeling better and coping better than before. Sickness absence has fallen by 20 percentage points over the past year.
At the same time, occupational health costs have dropped significantly. The focus has shifted from treating illness to preventing illness and sickness absence in the first place.
– The risks tied to incapacity for work have also decreased. We've seen cost savings of several hundred thousand euros in disability pension contributions, says HR Director Sami Laine.
The company’s disability pension contribution category is now at the best possible level, category 1. An employer’s contribution category is determined on the basis of disability pensions granted to its employees.
– What matters is that work ability isn't only addressed once problems arise. It's tracked and supported as part of everyday management and HR work.
Altogether, Yliopiston Apteekki has saved around 2 million euros in direct and indirect costs over the past few years.
– The impact can be seen above all in improved functional capacity, more effective use of resources, greater cost-effectiveness, and stronger management of work ability risks.
Organizing work gets easier
Yliopiston Apteekki began working with Terveystalo in February 2024.
– We'd already started approaching work ability in a new way before that, but working with Terveystalo has made what we do more effective, Sami Laine says.
The work began with setting shared goals, not only with Terveystalo, but also with the pension insurance company and the accident insurer. The aim was to improve employees' work ability and cut costs.
Laine emphasizes the importance of work ability management, which aims to maintain and improve employees’ work ability and prevent sickness absence and early retirement.
A range of measures has been taken to improve work ability by addressing employees’ health, skills, working conditions and the organization of work. These include adapting job duties to an employee’s situation, making preventive use of occupational health services, monitoring and balancing workloads, and supporting employees whose work ability is reduced through work trials, part-time work and other individually tailored arrangements.
– All of this has reduced absences. Organizing work is now easier because we need fewer substitutes and there is less additional work involved in arranging cover.
Working with Terveystalo has made what we do more effective. ”
Sami Laine, HR Director
Bringing up even the hard topics
Yliopiston Apteekki has also actively monitored the use of the early support model, and supervisors have been given support in applying it.
– The goal is to identify problems that threaten work ability at an early stage, find solutions, provide broader support to employees in the workplace, and make sure that all is well within the workplace community.
A key part of this is training supervisors in how to raise and discuss difficult topics with employees.
– Absences, for example, aren't always easy to bring up. There can be many different reasons behind them, ranging from work-related problems and health issues to circumstances in an employee’s private life, Laine says.
Supervisors get support of their own, too. They meet four times a year to discuss current issues related to work ability and are encouraged to contact their own HR Business Partner or the Terveystalo team whenever they need support.
Data to support decision-making
Laine and his colleagues are especially pleased with the designated occupational health physician and the wider Terveystalo team.
– We feel that we're listened to, and that our feedback is taken seriously.
It also matters that the company receives useful data from Terveystalo to support decision-making, including both unit-specific and company-wide analyses of work ability risks.
Yliopiston Apteekki has pharmacies across Finland, with occupational health services arranged locally in each location. The local Terveystalo teams are also well informed about the practices that have been agreed on.
– Each unit has goals suited to its own situation. In some cases that means reducing sickness absence; in others, it's about setting aside more time for conversations between supervisors and employees.
Among the benefits of the partnership, Laine also highlights the ability to develop and test different ways of improving work ability and leadership together with Terveystalo.
– New approaches can be piloted in a single unit first, before being rolled out to all 1,000 of the company's employees.
Work requiring precision and responsibility can take its toll
Working with Terveystalo has also changed how the organization talks about work ability and wellbeing. The average age of employees is 40, so many are balancing demanding jobs with the responsibilities of family life.
– Work ability and wellbeing come up regularly in management team meetings, supervisor meetings, and events for staff, Sami Laine says.
The majority of absences among Yliopiston Apteekki employees are linked to mental health concerns. Laine believes there are several reasons for this.
– One is probably that the work requires a high degree of precision and carries considerable responsibility. That brings its own challenges. On top of that, customer-facing work can also be demanding, as pharmacy staff encounter a wide range of situations.
According to Laine, Yliopiston Apteekki's supervisors want to develop their skills in several areas, for example in how they support employees in challenging customer-service situations.
Yliopiston Apteekki's supervisors want to develop their skills in how they support employees in challenging customer-service situations. ”
Sami Laine, HR Director
Employees are offered 10 sessions of short-term psychotherapy if a doctor determines it's the right form of treatment.
In addition, Terveystalo's Mielen Chat service is available to any employee who wishes to use it, along with coaching to support overall wellbeing, coping, stress management, and recovery.
– We’ve started to talk about work ability in a more human and matter-of-fact way. A work ability negotiation, for example, is nothing to be afraid of. It’s simply a way for the employer to support and help the employee.
A good everyday work experience shows up in the results
At its simplest, Laine says, systematic work ability management comes down to how well employees are looked after.
When employees are looked after, they do well and can do their jobs well. This has a positive effect on everyday working life, which in turn is reflected in the customer experience. A good customer experience then contributes directly to the company’s financial performance.
In the Finnish Customer Index 2025 survey, Yliopiston Apteekki received the highest score for customer experience.
– Our strong expertise and improved work ability come through to our customers too.