Stakeholder engagement

Stakeholder

Interaction channels/
Stakeholder engagement

Stakeholder expectations/
hemes of high importance to the stakeholder

Meeting the expectations/Impact on operations, business model and strategy

Customers

Physical and digital customer encounters, online services, feedback surveys and channels, marketing communications, social media, whistleblowing channel (WhistleB) and materiality analysis.

Access to care, quality and impact of care

Patient data protection and information security

Patient safety

Effective digital services

Terveystalo continued to develop its services in a number of different areas and sought to respond to the growing demand by, for example, recruiting new professionals and further increasing its digital service offering. Terveystalo aims to stand out by providing an excellent experience in all customer encounters, irrespective of the channel. 

At Terveystalo, customer feedback is collected systematically and customers are provided with many different channels for giving feedback. Customer feedback is regularly monitored and reported on, and used in internal and external quality audits to assess the measures taken and their impacts. This ensures that customer feedback is an effective tool for improving operations and increasing customer satisfaction.

Personnel and private practitioners

Personnel Forum, shop stewards, employee representatives and the health and safety representative, personnel satisfaction surveys, development discussions, discussions with private practitioners, personal interaction, materiality assessment, intranet, newsletters, training, webinars, seminars and other events, and the whistleblowing channel (WhistleB).

Responsible management, clear management structures, smooth interaction, equality, a good working atmosphere and working conditions, development of competence, competitive pay.

Terveystalo’s goal is to be the best and most attractive employer in its industry.

Terveystalo strengthens its attractiveness as a workplace by providing professionals with interesting and meaningful work, competitive pay, diverse career and development opportunities, and ensuring that professionals can work smoothly and focus on what matters.

The aim is to provide a humane and well-functioning working environment where the professionals can focus on meaningful matters.

The development of tools and processes to make work smoother continued in 2024. New professionals were recruited to meet the growing demand. The training of professionals and the training offering were developed and diversified further.

Current issues were actively communicated to the personnel, including the progress of the strategy and related measures.

Shareholders

Open and active dialogue; regular and continuous reporting with stock exchange releases and reports, personal communication channels, such as meetings with investors and analysts, general meetings of shareholders, materiality assessment, Capital Markets Day and other events. The Investor Relations function coordinates interaction with investors, aiming to ensure equal opportunities to receive information and meet with the company management.

Creating financial added value, transparent and open communication about the implementation of the strategy and financial performance, predictable business development, sustainable business.

Terveystalo communicates with shareholders and investors on a regular and continuous basis with regard to material topics, such as the implementation of the strategy, the development of the business and market environment, and financial performance. Shareholder feedback and expectations are taken into account when updating the strategy and financial targets. The topics discussed during Terveystalo’s Capital Markets Day event in December 2024 included Terveystalo’s operating environment, strategy and the future focus areas of capital allocation.
Terveystalo participated in several ESG surveys that serve responsible investing.

Suppliers

Supplier cooperation in accordance with Terveystalo’s Supplier Relationship Management (SRM) model

Supplier self-assessment

Audits

Reliability and financial stability

Clear agreements and payment terms

Continuity and long-term cooperation

Openness, communication and feedback

Sustainability and ethics

Competitive purchasing volumes and prices

The success of Terveystalo’s business and maintaining its competitiveness require efficient and sustainable supplier cooperation. Terveystalo expects its suppliers to observe high standards of sustainability with regard to ethical, social and environmental perspectives, as well as occupational health and safety. Terveystalo Group’s Supplier Code of Conduct sets out the minimum requirements that all suppliers and partners need to satisfy in order to engage in business with Terveystalo and its subsidiaries. All of Terveystalo’s contract suppliers and suppliers participating in tendering processes are required to accept Terveystalo’s Supplier Code of Conduct. Supplier relationship management provides better visibility into the supply chain, improving delivery reliability, quality management and risk management, and increasing visibility into total costs and the flexibility of the supply chain.

The authorities and decision-makers

Open and active dialogue, meetings and communication directly and in various working groups and events.

The obligations associated with the Finnish Transparency Register are observed in communication activities. 

Good cooperation and open disclosure of information and interaction to facilitate the preparation of decisions. The development and renewal of healthcare is a shared goal for Terveystalo, the authorities and decision-makers.

Terveystalo has the competence, innovation capacity and willingness to develop Finnish healthcare, which is why Terveystalo actively participates in dialogue with decision-makers and authorities to promote progress. Through its labour market and advocacy organisations (the Finnish Association of Private Care Providers HALI, the Association of Finnish Private Healthcare Providers LPY and Healthtech Finland, and their umbrella organisations, the Confederation of Finnish Industries and Suomen Yrittäjät), Terveystalo participates in position-taking and advocacy efforts in the private healthcare industry. Terveystalo also engages in active dialogue at the national level with ministries, political decision-makers and key authorities, such as Kela and the Finnish Institute for Health and Welfare. In 2024, Terveystalo also strengthened its connections to the wellbeing services counties by establishing the Health Partner organisation. It includes, among other members, wellbeing services county-specific customer account owners, whose task is to identify the individual needs of the wellbeing services counties and offer solutions to the identified needs. Terveystalo has the particular capability to increase cost efficiency and the availability of services, which are necessary for the Finnish healthcare and social welfare service system.