Quality Book 2019

Terveystalo Quality Book 2019
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Quality Book

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Corporate Responsibility Report 2019
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Corporate responsibility report

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Terveystalon Annual Review 2019
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Annual review

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We are constantly developing our operations

At Terveystalo, we are committed to the high quality and continuous development of our operations. We want to 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. We continuously develop our operations, and our persistent efforts have produced good results. We are very proud of having achieved our highest total NPS result ever in 2019.

We are a bold innovator in the field of Finnish health care and provide the society with new solutions. In 2019, we made great investments in service availability, customer experience, digital service development and preventive services.

With the scheduled video appointments, our specialists are also available remotely, and the updated Oma Terveys (My Health) application allows easy remote contact between the customer and a health care professional anytime, anywhere. Preventive low-threshold services, such as sparring related to mental health and nutrition, help to strengthen personal well-being.

The Quality Book 2019 explores our role in society and provides comprehensive information on our goals, indicators and achievements related to quality — from customer experience to digital tools and from biobank operations to diverse career paths for physicians. You are welcome to read more about our fight for a healthier life.


Key figures for 2019

Approximately3.7
million physician visits in 2019
 15%
of all physician visits in Finland
Appointments72.5
NPS
Hospital89.2
NPS
Approximately7
seconds, waiting time for chat doctor appointment

Quality and effectiveness is the core of our business

Quality and effective is the core of our business

Terveystalo wants 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 divide our quality work into three areas: experienced, clinical and operational quality. We measure, monitor and manage our quality actively.

Developing our service quality and operational efficiency even further allows us to ensure the optimal effectiveness of our customers’ service experience, without compromising on the all-important aspects of human contact and empathy.

As the largest private health care provider in the country, we also play a significant social role. We promote the health of x Finns each year and, thereby, the well-being of Finnish society as a whole.

Cases

Template phrases for ophthalmology
Article

Template phrases for ophthalmology

Writing patient records with precision requires time, and different physicians have individual recording practices.

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Mental health
Article

Mental health

One in two Finns suffers from mental health problems at some point in their life.

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Our digital services
Article

Our digital services

Terveystalo's Health Survey and TyöOptimi survey are comprehensive questionnaires for identifying risk factors at the individual and workplace community levels.

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Remote appointments
Article

Remote appointments

Remote appointments with a physician or nurse either by chat or video are also an option at Terveystalo.

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