Quality work in 2020

We are continuously developing our operations

Terveystalo aspires to stay on the front line of development in terms of measuring the quality, transparency and effectiveness of treatment and disclosing the results of clinical quality in Finland. We offer superior service experiences to our customers and the best possible working conditions
for our personnel.

Everything we do is guided by our quality triangle: experienced, clinical, and operational quality. Further developing our service quality and operational efficiency allows us to ensure the optimal effectiveness of our customers’ service experience, without compromising on the all-important aspects of human contact and empathy.

We are a bold innovator in the field of Finnish health care and provide society with new solutions. We also play a significant social role as the largest private health care provider in the country. Our work promotes the health of 1,2 million Finns each year, and consequently also contributes to the well-being of Finnish society as a whole.

In 2020, we developed a new quality index that improves reporting and transparency. It measures high clinical quality, availability of care, preventive treatment and experienced quality. Comprised of seven effectiveness indicators, the quality index measures clinical, experienced and process results based on international best practices. With this quality index, we challenge all national operators to report their quality data transparently, as this would improve comparability among different service providers.

In 2020, our quality efforts were affected by COVID-19. We invested particularly into improving the availability of digital services and COVID-19 tests, in addition to developing preventive and comprehensive well-being services. We enhanced the availability of treatment in emergency conditions by multiplying our digital services. This way our experts are also available remotely around the clock.

Key figures

Approx.3,7
million visits to the doctor in 2020
Approx.1,8
million remote visits in 2020
Hospitals94,3
NPS (2019: 89,2)
Access to primary care (T3)5,7
Public services, non-urgent physician's appointment
Approx.7
seconds, waiting time for chat doctor

Foreword

“In 2020, private health care providers had a key role in supporting people’s health and helping to maintain the society’s ability to function during this exceptional time.”

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Remote appointments

The year 2020 brought unforeseen demand for remote appointments due to COVID-19. In the spring, Terveystalo quickly responded to the changed demand, and now it is possible to meet remotely with, for example, a doctor or a physiotherapist. Customers have embraced remote appointments.

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COVID-19 services

Terveystalo worked hard to ensure the functioning of Finnish society during the COVID-19 pandemic in 2020. Terveystalo established nearly 60 corona testing units and conducted up to 200,000 corona tests.

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We are committed to quality and development

At Terveystalo, we are committed to the high quality and continuous development of our operations. We strive to offer superior service experiences to our customers and provide the best possible working conditions for our personnel.

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