Responsible work

Terveystalo’s Code of Conduct includes key principles concerning equality, fairness and non-discrimination. At Terveystalo, no-one is discriminated against on the basis of gender, age, ethnic or national origin, nationality, language, religion, beliefs, opinions, health status, disability, sexual orientation or other personal reasons or circumstances. In recruitment, the focus is on the person’s professional competence, the ability to take responsibility and the willingness to improve Terveystalo’s operations and pursue personal development.

Terveystalo does not tolerate any form of discrimination, harassment, bullying, racism or inappropriate treatment, nor does Terveystalo condone the use of child labour, any form of forced labour or other human rights violations in its own operations or its value chain or supply chain. Terveystalo respects the human rights set out in the UN Declaration of Human Rights as well as the workers’ rights defined by the International Labour Organisation (ILO) and related international conventions. The company is committed to the UN Global Compact initiative and its principles pertaining to human rights and labour rights. Terveystalo respects the right of its employees to be members of trade unions or similar advocacy organisations and participate in their activities.

Terveystalo has, in cooperation with personnel representatives, prepared a work community development plan for the long-term and systematic development of the work community. The plan documents the current state of the personnel and projected developments that may have an impact on the competence needs or occupational well-being of the personnel. The plan also features targets and actions for developing and maintaining personnel competence and promoting occupational well-being.

The development plan also includes Terveystalo’s equality and non-discrimination plan. At Terveystalo, the aim is to promote not only gender equality but also the equality and non-discrimination of different age groups and nationalities in the context of hiring and employment relationships, including recruitment, pay and terms of employment, training and career advancement, and the reconciliation of work and private life. The requirements concerning equality, non-discrimination, tolerance and appropriate conduct apply to everyone working at Terveystalo Group, both employees and private practitioners. The implementation of equality and non-discrimination is monitored with the help of statistics reflecting the personnel structure, among other things.

Terveystalo’s working group on equality became operational at the beginning of 2023. Its aim is to promote equality in Terveystalo’s work communities and customer encounters. The working group consists of nine members representing various parts of Terveystalo’s Finnish organisation.

The work community development plan is updated regularly, and it serves as one of the tools for dialogue with the personnel. The development plan covers the entire Terveystalo Group’s employees and private practitioners. The work community development plan was most recently created in early 2023 and its implementation is the responsibility of Terveystalo’s Senior Vice President, People and Careers.

One of the areas of Terveystalo’s people strategy is the development of meaningful and competitive incentive and remuneration models that strengthen the performance and commitment of professionals and Terveystalo’s attractiveness as an employer. Terveystalo’s remuneration principles are set out in the remuneration policy. The remuneration principles are based on performance, fairness and competitiveness. The aim is to ensure that Terveystalo is an attractive employer for motivated and skilled professionals. Remuneration must support the achievement of Terveystalo’s strategic targets, incentivise behaviour that is consistent with Terveystalo’s values, and reward excellent performance.

80 percent of Terveystalo’s employees in Finland are covered by collective agreements. In Sweden, the corresponding figure is 100 percent. For jobs that fall under collective agreements, such as nurses, the pay categories correspond to the classifications specified in the collective agreements. Pay is also influenced by job-specific responsibility supplements, the employee’s years of experience, and individual performance and competence. For senior salaried employees and directors, pay is determined on the basis of the position and the demands of the job, as well as other factors, including competence, experience, performance and results.

Pay equality is assessed and promoted as part of the work community development plan. Gender, for example, cannot be a factor that influences pay. Terveystalo monitors the market levels of wages in both the private and public sectors, aiming to maintain its competitiveness also with respect to pay. In 2023, the wage solutions of some collective agreements in the health and social services sector included local tranches in addition to general increases. At Terveystalo, it was decided that the local items would be implemented as personal increases. The local item for the collective agreement that applies to the largest group of employees, the collective agreement for the private healthcare sector (TPTES), was allocated to committed and high-performing individuals whose wages were lower than their peer group. Terveystalo distributed 30 percent more increases than what was required for the local item under the TPTES agreement. For employees within the scope of the collective agreement for staffing services sector (HPL TES), the local item was allocated to individuals with excellent performance.

The occupational safety of Terveystalo’s personnel in Finland is developed and managed at the Group level, taking company-specific and business-specific differences into account. Group-level policies and instructions concerning occupational safety are put into action in accordance with the respective processes of the businesses. Where necessary, the businesses prepare their own targeted instructions, taking the Group policies and guidelines into consideration. The different levels of the organisation know and recognize their responsibilities concerning occupational safety in compliance with Finnish legislation. The Group supports all of its businesses in the development of occupational safety as necessary. Terveystalo’s goal is to be a safer working environment every day.

The development of occupational safety at Terveystalo is focused on the identification, prevention and mitigation of health hazards and adverse health impacts arising from working conditions, as well as protecting and promoting the safety, work ability and health of employees.

An annual action plan is drawn up for the development of occupational safety. In 2023, the goal was to develop the systematic management of occupational safety at the individual, unit, business and Group levels by, for example, clarifying responsibilities related to occupational safety, ensuring careful orientation training and increasing occupational safety management through supervisory work. A new operating model for the risk assessment of work tasks was also introduced in 2023.

All occupational accidents and commuting accidents at Terveystalo are reported and investigated. In addition, safety observations are actively made, and they are monitored and used to develop the safety of operations. Terveystalo has not had any occupational accidents or commuting accidents resulting in death or severe injury for years. The accident frequency in Finland was 20 (18) in 2023.

The legally required occupational safety and health activities are ensured through Group-level cooperation with active occupational safety and health personnel. Occupational safety and health personnel have jointly agreed-upon meeting practices and the training opportunities necessary for their duties. Health and safety representatives are actively involved in workplace surveys and hazard assessments for specific jobs, for example. The Group-level occupational health and safety action plan describes the planned measures for the development of occupational health and safety work.  The action plan is updated annually in collaboration with the occupational health and safety personnel, and its implementation is monitored in the Group’s quarterly occupational health and safety meetings.

In addition to the responsible persons at each clinic, the safety of facilities is the responsibility of designated safety officers who implement practices created for the development and assurance of the safety of facilities. This ensures that Terveystalo’s facilities are safe for both customers and the personnel. We work closely with lessors and the rescue authorities to ensure the safety of our facilities.

In Sweden (Feelgood), occupational health and safety is organised in accordance with Swedish legislation. Operations are guided by a certified ISO 45001 occupational health and safety system.  The number of accidents in Sweden was 16 (13) in 2023.

Occupational healthcare plays a key role in the identification of health risk factors and the prevention of illnesses. In Finland, Terveystalo’s occupational healthcare and occupational safety are organised on a company-specific and regional basis in accordance with Finnish legislation, according to which the employer shall arrange occupational healthcare at its own expense in order to prevent and control health risks and problems related to work and working conditions and to protect and promote the safety, working capacity, and health of employees. 

In addition to the statutory requirements, Terveystalo provides its employees in Finland with a comprehensive range of primary healthcare, specialised care and well-being services, such as occupational physiotherapy and Mielen Chat and Mielen Sparri, digital services that support mental well-being. Mielen Chat and Mielen Sparri are low-threshold services that are provided remotely via the Terveystalo app. These services allow the user to discuss anything on their mind in strict confidentiality and they also provide tools to support mental well-being. Brief psychotherapy is also part of Terveystalo’s occupational health services. Terveystalo aims to recognise challenges related to work ability and occupational health at an early stage and seek solutions to these challenges through effective cooperation with occupational health services. 

Terveystalo itself provides occupational healthcare services to its personnel throughout Finland. Terveystalo’s occupational health services are certified under ISO 9001:2015 quality certificate.

In the Group, advice and guidance related to employee health and well-being at work, the assessment of work-related health risks, and the prevention and treatment of illnesses are part of our normal cooperation with occupational health services and insurance company partners. In the treatment of serious illnesses, Terveystalo cooperates with primary healthcare and specialised healthcare.

In the occupational health services, significant focus is placed on maintaining the personnel’s work ability and the treatment of illnesses. Sickness absences among the personnel decreased from the previous year, and the sickness absence rate in Finland was 4.0 (5.2) percent of hours worked.

The statutory occupational health action plan includes the general objectives of occupational healthcare as well as the requirements based on workplace conditions and related measures. The action plan is reviewed annually based on workplace visits and Terveystalo’s work ability management needs, for example.  

Terveystalo’s occupational health operations are based on the Healthy Workplace model, which is aimed at ensuring that work is as efficient as possible, the work community functions well, the management approach is active, and individuals have a high level of well-being at work. In occupational health, the company, the personnel and the occupational health services work together in accordance with the set goals. The action plan is available to the personnel on the company’s intranet. 

Terveystalo's private practitioners are not covered by occupational health care. Instead, as self-employed persons, they arrange their own occupational healthcare. Private practitioners are not in an employment relationship with Terveystalo. They decide on their own fees and provide services directly to customers as part of our service offering. 

In Sweden (Feelgood), occupational healthcare is organised in accordance with Swedish legislation. Operations are certified by ISO 45001 occupational health and safety system. In Sweden, the sickness absence rate was 4.8 (5.5) in 2023.

Terveystalo uses the Healthy Workplace model as a tool and guideline in the development of work communities. The model aims to ensure that work is as efficient as possible, the work community functions well, the management approach is active, and individuals have a high level of well-being at work. The Healthy Workplace model is based on the realisation of Terveystalo’s values and professional competencies. In accordance Terveystalo’s management principles, the role of supervisors is to build a human-oriented and psychologically safe atmosphere and to be responsible for effective operations with clear responsibilities. In a Healthy Workplace, work is smooth and the work processes support efficient work. At Terveystalo, work ability management is part of systematic and goal-driven performance management. At the individual level, performance management is based on every member of Terveystalo’s personnel having a clearly defined job description, targets and expectations for work, as well as the prerequisites and support for strong performance at work.

A healthy work-life balance supports the well-being, productivity and job satisfaction of the personnel. A healthy balance and the ability to cope with the demands of work also lead to a better customer experience. In the healthcare sector, where work is often demanding and there can be a lot of time pressure, finding a healthy balance can be a challenge. As an employer, Terveystalo strives to support its personnel in reconciling work and private life.

Terveystalo is flexible in its contractual relationships and, where possible, offers different forms of employment to its personnel depending on the task, the need for labour and the employee’s wishes. Employment relationships are valid indefinitely unless there is an acceptable and clear reason for fixed-term employment, such as substitution arrangements. Full-time and part-time employment relationships, hourly work contracts and framework agreements are in use at Terveystalo. Part-time work can be agreed upon based on the employer’s needs or the employee’s wishes or needs. If necessary, hourly work contracts and framework agreements are used in situations where the need for labour is low and occasional. Temporary agency workers are used as needed and typically in the event of sudden substitution needs.

Employees in different life stages have different needs for reconciling work and private life. These needs can be met through various forms of statutory leave, including family leave, study leave, care leave and job alternation leave. All Terveystalo employees are entitled to take statutory leave. In 2023, the share of employees taking statutory leave was 7.4 percent of all employees, of whom 8.1 percent were women and 4.2 percent men.

Work at Terveystalo is flexible and location independent. Work goals and effectiveness determine the way work is performed. Terveystalo’s Group services have transitioned to hybrid work, where the teams agree on the most effective way of working for them. The way of working is influenced, for example, by the efficiency of work, goals, flexibility and the well-being of the personnel. Teams are also encouraged to meet regularly at the office. Terveystalo has also developed flexible working opportunities for professionals who work at the customer interface. Flexible work is now routine for physicians, occupational health professionals and those who work at our customer service centres, for example.

Terveystalo’s goal is to provide professionals with smooth and efficient work by developing the structures, tools and processes related to their work. Digitalisation has changed the work of health and well-being professionals and brought new skills requirements. Digitalisation makes it possible to increase both the smoothness and productivity of work, allowing professionals to focus on what matters, namely customer encounters and problem-solving. Change also requires new approaches to management and remuneration.

When it comes to changes in the way professionals work and supporting that change, Terveystalo focuses particularly on improving the content and guidance of work by developing care guidance and care pathways. Care guidance based on care paths aims to provide more consistent and effective care to customers and facilitate the work of professionals.

The role of customer feedback is key in the development of work. Terveystalo’s specialists have expressed a wish for direct, personal customer feedback in addition to unit-specific feedback. The collection of specialist-specific customer feedback was tested in selected units in the fall of 2022. The pilot was carried out in close cooperation with professionals. The feedback received on the pilot was positive, and feedback questionnaires have since been gradually introduced in Finland in all of Terveystalo’s physician’s appointments and remote appointments. The opportunity to receive personal feedback is also an important tool for professional development.

Terveystalo provides its professionals with versatile, constantly developing digital tools. The occupational health work ability management model, the Healthy Workplace, Suunta service, the disability risk recognition of Etydi, the professionals’ own work management mobile application Terveystalo Pro, and medical reporting support professionals in their work and provide tools for research work. Terveystalo has also introduced new tools to support the work of professionals, such as the Terveystalo + Nightingale health index. Professionals can also utilise the customer-directed digital health and well-being content, guidelines and weekly programs found in the Terveystalo app in guiding and advising the customer.

In 2023, all of Terveystalo’s occupational health customers were given access to the Symptom Assessment tool, a CE-marked medical device that makes the use of occupational healthcare services smoother in the event of illness. The Symptom Assessment tool refers the customer to the right specialist and the right channel in a timely manner. The tool also supports the work of healthcare professionals by taking care of certain routine tasks on the professional’s behalf, allowing them to allocate more time to customer encounters.

Terveystalo has sought to streamline the work of nurses, as well as the related processes and practices, so that nurses can better focus on patient care. The effort to streamline work has included the development of role and task descriptions, increased orientation training and the centralisation of calls to book appointments. The results of professional surveys indicate that the reorganisation has made work smoother and the effort to increase orientation training has been successful.

Systematic and business-driven personnel development, smooth work and responsible, good supervisory work ensure the well-being of Terveystalo’s personnel, which, in turn benefits customers through better care and a positive customer experience. It is a requirement for everyone at Terveystalo to possess Terveystalo’s defined set of professional skills, which are based on the values that guide the company’s operations. In Terveystalo, competence develops by doing, learning from each other and through training. During development discussions, the need for competence development is identified and it is agreed how the development will be implemented. Terveystalo offers a wide range of vocational training and opportunities for learning at work. Leadership and supervisory work are also actively developed, and self-study alongside work is supported by continuously expanding the opportunities for online learning, for example.

Digital health has seen strong growth in recent years. Terveystalo has invested in training its personnel in the use of digital tools and channels, as well as their utilisation in customer work. Physicians and nurses are offered training in the use of different types of remote services. The training activities include basic system training, training by type of appointment (video appointment, chat appointment), as well as in-depth further training on, for example, the assessment of care needs remotely, customer experience and guidance, and consulting services.

The utilisation of online training opportunities, and the contents and implementation methods of the training, were developed further in 2023.  Online training supports and implements both independent competence development alongside work and supplementary vocational training. A new online learning platform called Terveystalo Academy was introduced at the beginning of 2023. It has made the implementation of online courses smoother and enhanced the targeting of various learning and orientation training paths.

Training courses aimed at different professional groups and supporting professional development were organised during the year. For example, nurses were trained as sleep coaches and offered opportunities for professional development during the nurse and occupational health nurse day events.  In addition, specialist presentations were offered to the entire personnel on topics related to mental well-being, for example. The personnel also received training on data protection and information security, as well as the Code of Conduct. In 2023, Terveystalo organised training in Finland on average 11.7 hours per employee. The training hours of employees also include part-time employees and hourly employees, for example. For full-time employees, the number of training hours is significantly higher than the average.

In addition to internal training, Terveystalo cooperates in research and education with several universities and promotes youth employment through trainee programs. In 2023, Terveystalo offered trainee positions to well over 200 young nursing students. The occupational health psychologist trainee program piloted in 2022 was also continued.  During the program, participants have the opportunity to grow and learn in the role of an occupational psychologist responsible for a customer, with the support of senior specialists. 

Terveystalo wants to guarantee its specialists the opportunity for diverse career development, and actively develop specialisation opportunities for physicians. The occupational health specialisation program is the most extensive of the specialisation paths, and it is possible to specialise at almost all of Terveystalo’s occupational health clinics in Finland. The specialisation training is carried out in close cooperation with the medical faculties of universities.

Dozens of students with a Bachelor’s degree in medicine work at Terveystalo every summer. In the summer of 2023, the development of students’ skills was supported by a tailored educational path at Terveystalo’s summer school. The content and implementation of the eight-week summer school has received praise from the students.

To support new general practitioners just starting out at Terveystalo, a tutor physician model has been successfully piloted. The model involves having a tutor physician help a new general practitioner become familiar with the unit and the work of a physician.  Terveystalo has also invested in the competence development of occupational health physicians and general practitioners through a model whereby general practitioners increase their expertise in occupational health and become part of a multidisciplinary occupational health team. At the same time, the occupational health teams benefit from the support and competence of the general practitioners.

All physicians working at Terveystalo have access to a diverse range of events and training activities. For specialists in the largest fields of medicine, Terveystalo organises training courses and events designed for a particular area of specialisation. “From knowledge to skill” training activities have been implemented for several years now. In 2023, they were also offered as open events to all physicians regardless of the location of their work. Physicians are also offered professional training at Terveystalo’s annual medical convention and through a wide range of online courses and webinars. Terveystalo's diverse career opportunities offer possibilities for development at work as well as the opportunity to focus on appropriate work for each physician. The medical supervisor plays an important role in the work community, and Terveystalo also offers training for various supervisory tasks. Physicians at Terveystalo can also work in administrative development roles or research.

Shop stewards represent trade unions and their members at the workplace. In cooperation negotiations and workplace-specific local negotiations, the shop steward represents the employees covered by the relevant collective agreement. The shop steward’s most important task is to monitor compliance with the collective agreement and labour laws, as well as other agreements between the employer and the employees, at the workplace and, if necessary, take action to address problems. The shop steward negotiates with the employer on personnel-related matters and is involved in developing the work community with the represented employees and the employer. The shop steward ensures that employees are treated fairly and equally. Where necessary, the shop steward provides advice and support to trade union members in working life and related change situations. ​​​​​​​The shop steward’s position is based on the collective agreement, the Cooperation Act and the shop steward agreements concluded between the health and social services sector’s negotiation organisation Sote ry and Terveystalo, as well as between the health services sector union Terveyspalvelualan Unioni ry and Terveystalo. The shop steward agreement defines the number of shop stewards at Terveystalo and how they allocate their time, among other things.

Employees who do not have a shop steward as referred to in a binding collective agreement pursuant to the Collective Agreements Act may have an elected representative. The duties and mandate of an elected representative are determined by the provisions of the Employment Contracts Act and other applicable labour legislation.  At Terveystalo, psychologists and dieticians have an elected representative.

The safety and working conditions of the workplace are monitored and supervised by a health and safety representative who is familiar with occupational safety and health and related laws and matters. The health and safety representative represents the entire personnel regardless of union membership. The health and safety representative participates in the drafting of the occupational safety and health action plan, risk assessment, occupational safety and health inspections and occupational safety and health studies. The health and safety representative works together with the shop steward to promote the occupational well-being of employees. The health and safety representative is elected by the employees from among their number. The term of office is two years.

The aim of the Personnel Forum is to promote dialogue between the employer and the employees. The Personnel Forum is an official forum for influence and discussion on matters concerning the entire Terveystalo Group, and it is an activity that is in accordance with the Cooperation Act. The Personnel Forum discusses issues concerning the employer’s business, finances and the position of personnel, as provided for in Section 29 of the Cooperation Act and the Act on Cooperation within Finnish and Community-wide Groups of Undertakings. An annual plan is drawn up for the activities of the Personnel Forum.

The Personnel Forum engages in regular dialogue on the issues mentioned in Section 8 of the Cooperation Act, such as the company's development outlook and financial situation, workplace rules and practices, the ways of using the workforce and the structure of the personnel, competence needs and competence building, as well as maintaining and promoting well-being at work. The term of office of the Personnel Forum is three years. The employee representatives are elected. Candidacy is open to members of the personnel who are in an employment relationship with the company. The Personnel Forum includes representatives of all of Terveystalo’s businesses. It also includes the chief shop stewards representing Sote ry and Terveyspalvelualan Unioni, the national shop steward for partnership solutions, and one of the health and safety representatives. The meetings are always attended by the CEO and the Senior Vice President, People and Careers, as well as other executives depending on the topic being discussed. During the period 2022–2023, the Personnel Forum had 12 members and two deputy members, and it met four times per year.

At Terveystalo, annual personal development discussions are held with all full-time employees to support goal-driven and motivated work. The development discussion includes a review of the previous period's successes and learning together with the supervisor, and setting targets for the new period. In addition to addressing the goals for the previous and next period, the discussion covers competence, well-being at work, working in accordance with Terveystalo’s defined professional skills, cooperation as well as long-term objectives and wishes. The themes discussed in the personal development discussion are revisited in one-to-one discussions held at least once a month and in more extensive half-year reviews. The personal development discussions are a key aspect of the practical implementation of Terveystalo’s strategy, values and professional skills as well as performance management and the monitoring of the achievement of goals.

Terveystalo also engages in active dialogue with the private practitioners working at Terveystalo.  The private practitioner discussion is a regular, informal discussion that is intended to serve as a feedback channel and ensure smooth work for private practitioners in their respective units and in Terveystalo as a whole.

Terveystalo’s company culture combines a high work ethic, professionalism, solution-oriented cooperation and the pursuit of measurable impact in everything the company does. In addition to the company’s values, Terveystalo’s operations are guided by Terveystalo’s Code of Conduct. One important aspect of Terveystalo’s culture of doing the right thing is that everyone who acts on behalf of or with Terveystalo feels that they can freely report any suspicions of misconduct and trust that Terveystalo will take appropriate measures to investigate any actions that are, or are suspected of being, infringements of the Code of Conduct. Actual or suspected infringements are primarily reported to the supervisor, the supervisor’s supervisor or Terveystalo’s Legal & Compliance department. Terveystalo also has a misconduct reporting channel (WhistleB) that is open to everyone. Terveystalo encourages all of its employees and private practitioners to report any potential misconduct without delay. Terveystalo has online training on the Code of Conduct aimed at everyone in the organisation. The training includes instructions on highlighting and reporting misconduct. Any suspected misconduct and violations are investigated appropriately and confidentially.