Targets and achievements

Superior customer value through integrated   

Effective treatment for mental health problems

Mental health problems are among the three most common diagnosis categories at Terveystalo, and they are a significant cause of human suffering and related sickness absences and early retirement in Finland. The implementation of correct and effective treatment for mental health problems is one of the focus areas of Terveystalo’s medical strategy. Patients receiving brief psychotherapy treatment have been found to recover faster than those given only sickness absence and/or medication. Those who receive brief psychotherapy treatment also have fewer sick days. Terveystalo’s aim is to increase the use of brief psychotherapy in occupational healthcare in the treatment of people diagnosed with depression or anxiety disorders. When more and more people receive care at an early stage, resources are freed up for long-term rehabilitative psychotherapy for those who need it due to the severity of their condition. Terveystalo has systematically developed mental health care paths and increased the proportion of patients referred to brief psychotherapy. 

Terveystalo’s target is to increase the proportion of people diagnosed with depression or anxiety disorders who receive a referral to brief psychotherapy in occupational healthcare to 25 percent by 2026. This is an ambitious target, as the number of people suffering from depression or anxiety increases every year. Reaching the target will require the continued development of processes and the training and recruitment of professionals, among other measures.

Terveystalo’s Fokus Mieli special unit monitors progress towards the target and supports its achievement by means of training and communications. Terveystalo’s Fokus Mieli special unit provides specialist services in the fields of psychology, neuropsychology, psychiatry, psychotherapy, substance abuse medicine and sex therapy. The unit assesses, supports and manages mental health by providing services to occupational health, organisations, communities and private customers regardless of age, also via remote channels.

In 2023, Terveystalo deployed a reporting tool that the physicians in charge of each Terveystalo unit can use to examine the progress towards the target in their area of responsibility and compare the results with those of similar units.

In 2024, the proportion of occupational health patients referred to brief psychotherapy was 14.8 (10.8) percent of all occupational health patients diagnosed with anxiety or depression. The result for 2024 was in line with the target.

Excellent customer experience

Terveystalo strives to stand out by offering fluent and effective healthcare services that convey a feeling of caring to the customer. NPS (Net Promoter Score) is Terveystalo’s most important indicator of the quality of the customer experience.  Terveystalo develops its services by listening to its customers, streamlining processes from both the customer’s and the professional’s perspective, and by utilising new technology. The Net Promoter Score (NPS) measures the individual customer’s experience of the service they receive. NPS is closely linked to customer loyalty: a satisfied customer is less likely to switch to a competitor and is more committed to the company they use and the services it offers. NPS expresses the willingness to recommend, i.e. how likely the customers are to recommend Terveystalo’s services to others.  NPS is a sensitive indicator – it reacts quickly to patient satisfaction or dissatisfaction. The customer experience can be influenced, for example, by the availability of appointments, the perceived quality of care, interaction with a professional or other personnel, or the feeling of being heard.

Terveystalo’s NPS target is 83 for appointments and 95 for hospitals. In 2024, the NPS for appointments was 87.7 (84.8) and the NPS for hospitals was 96.2 (94.5), which were in line with the targets. 

Effective care at every appointment

Terveystalo aims to provide its patients with the most effective care. The company measures the appointment-specific effectiveness of care with the Patient Enablement Instrument (PEI). PEI measures the customer’s perception of coping with their illness or condition after an appointment, i.e. whether the customer feels that they are able to cope with their symptom or illness much better, better, same as before, or worse after the appointment (on a scale of 1–4). PEI is commonly used in Finnish primary healthcare. Terveystalo’s target for the PEI index is at least 71 percent. In 2024, the PEI index was 69 (66) percent. In other words, approximately 69 percent of Terveystalo’s customers felt that they are able to cope better or much better with their illness after the appointment.

Target	Metric (KPI)	Scope	Target level	Target year	Base year	2024	2023	2022
Increase the share of occupational healthcare patients diagnosed with anxiety or depression and who are referred to brief psychotherapy to 25% by 2026	The share of occupational healthcare patients diagnosed with anxiety or depression and who are referred to brief psychotherapy	Occupational health customers in Finland	25%	2026	2022	14.8%	10.8%	8.5%
Maintain a customer satisfaction score of 83 at a minimum	NPS (Net Promoter Score) for appointments	Terveystalo’s customer appointments in Finland	At least 83	Continuous	2022	87.7	84.8	82.7
For hospitals, maintain a customer satisfaction score of 95 at a minimum	NPS (Net Promoter Score) for hospitals	Customers who visited Terveystalo’s hospitals in Finland	At least 95	Continuous	2022	96.2	94.5	95.3
PEI index of 71 percent at a minimum	PEI index (Patient Enablement Instrument)	Customers who have had an appointment with a physician in healthcare services	At least 71%	2026	2024	69%	66%	-

 

Engaged team

Engagement index for Terveystalo professionals

Terveystalo’s goal is to be the best and most attractive employer in its industry for all professionals. The professional survey is one of Terveystalo’s most important tools for developing the professional experience, the commitment of professionals, internal operating practices and supervisory work. The engagement index for Terveystalo professionals is measured as part of Terveystalo's professional survey. The target is for the index to be at least 4 (on a scale of 1–5) each year.  In Finland, the professional survey is aimed at both employees and private practitioners. In Sweden, the professional survey is aimed at employees. In 2024, the index value was 4.2.

Target	Metric (KPI)	Scope	Target level	Target year	Base year	2024
Strengthen the commitment of professionals to Terveystalo	Engagement index for Terveystalo professionals	Terveystalo’s employees and private practitioners	At least 4	Continuous	2024	4.2

 

Sickness absences

Terveystalo's target is to keep the sickness absence rate of its personnel at a low level, i.e. below 4 percent. The monitoring and reduction of sickness absences promotes the company’s operating capacity and profitability. A low sickness absence rate is generally indicative of a work community with a high level of health and well-being, where employees feel well and are able to do their work efficiently. Terveystalo's occupational healthcare focuses on maintaining the personnel's work ability and the treatment of illnesses, which helps to reduce absences and supports the employees' ability to cope with the demands of work. In addition, preventive measures, such as improvements to ergonomics and supporting coping at work, help to reduce long sickness absences and prevent problems related to work ability. In 2024, the sickness absence rate of the personnel was 4.0 (4.3) percent.

Target	Metric (KPI)	Scope	Target level	Target year	Base year	2024	2023
Keeping sickness absences at a low level	Sickness absence rate, %	Terveystalo employees	No higher than 4	2026	2023	4.0	4.3

 

Ethical business

Training the personnel on compliance with the Code of Conduct and correct action

Terveystalo is committed to promoting ethical business practices and provides training to its personnel on compliance with the Code of Conduct and correct action. Terveystalo has online training aimed at everyone in the organisation on compliance with the Code of Conduct. Separate customised online training that takes differences in operating environments into consideration is in place for administrative personnel and those engaged in clinical work. Completing the course is mandatory for all employees.

The purpose of the courses is to build an understanding of why compliance and ethical and sustainable business is important and how it is related to the day-to-day actions and decisions by everyone at Terveystalo. A further goal of the training is to create a better understanding of key themes related to compliance, including the prevention and detection of corruption and bribery, fair competition, the avoidance of conflicts of interest, and reporting misconduct, and to further develop Terveystalo’s culture of compliance.

A new compliance course was introduced in spring 2023. In connection with this, the course was revised, the content of the training was customised on a targeted basis to account for the differences between the operating environments of administrative personnel and those engaged in clinical work, and the training was made more interactive. The course was moved to a new online platform to improve the user experience. The development of the online compliance course continued throughout 2024.

Everyone at Terveystalo is required to observe the Code of Conduct, regardless of their business unit or position, which is why the target is for all Terveystalo employees to have completed the training on the Code of Conduct and correct action. Going forward, the course will need to be taken once every two years. During the completion review period 5/2023–12/2024, 91 percent of Terveystalo's employees in permanent, full-time employment relationships completed the training. The figures include Terveystalo’s operations in Finland. A revised online course on compliance will be deployed in Sweden in 2025.

In 2024, measures were taken to improve the reach of the online compliance course. Communication concerning the course was increased and clarified, the course completion and monitoring process was clarified, the monitoring of course completions was made more efficient, and the other language versions of the course were updated to correspond to the Finnish-language course revised in 2023. The measures taken during 2024 were reflected in a clear increase in completion activity during the year. Completion activity is monitored regularly. The development of the online course completion and monitoring process will continue in 2025, in addition to which the content of the course will be reviewed to ensure that it responds to changes in the operating environment.

Suppliers that have approved the Supplier Code of Conduct

Terveystalo also strives to ensure ethical and sustainable business conduct in its value and supply chains. Contractual suppliers and suppliers participating in tendering processes are required to approve Terveystalo’s Supplier Code of Conduct, which includes guidelines and requirements pertaining to supply chain management, product safety and compliance, and business ethics, including the prevention of corruption and bribery, competition law, conflicts of interest and data protection, as well as human rights, fundamental rights at work, occupational health and safety, taxation and environmental responsibility.

The target is for 100 percent of Terveystalo’s key suppliers to have approved the Supplier Code of Conduct. At the end of 2024, 97 (81) percent of key suppliers, representing approximately 80 percent of Terveystalo’s total procurement for operations in Finland, had approved the Supplier Code of Conduct. The figures include Terveystalo’s operations in Finland.

Target	Metric (KPI)	Scope	Target level	Target year	Base year	2024	2023
All employees have completed training on the Code of Conduct and correct action	Percentage of employees in permanent, full-time employment relationships who have completed the training relative to all employees in permanent, full-time employment relationships1)	Terveystalo’s Finnish operations	100%	Continuous	2023	91%1)	72%1)
Key suppliers accounting for over 80% of total procurement have approved the Supplier Code of Conduct	Percentage of suppliers who have approved the Supplier Code of Conduct2)	Terveystalo's Finnish operations	100%	Continuous	2023	97%	81%

1) The new compliance course was introduced and moved to a new online platform in spring 2023. Going forward, the course must be completed once every two years, and the course completion period 5/2023–12/2025 was under way during the period 5/2023–12/2024. For this reason, the reported figure for 2023 includes completions for the period 5/2023-12/2023 (i.e. completions that took place after the course was revised and were accomplished by 31 December 2023). The reported figure for 2024, on the other hand, includes completions for the period 5/2023–12/2024 (i.e. completions that took place after the course was revised and were accomplished by 31 December 2024). The reported figures do not include Medimar Scandinavia Ab or the companies acquired in Finland during 2024 (SRK Group Oy, Suomen Radiologikeskus Oy, iRad Oy, Kajaanin Radiologieskus Oy, and Cityläkarna Mariehamn Ab), whose personnel are not in Terveystalo's centralized personnel system and do not have access to Terveystalo's learning platform.

2) Terveystalo measures the share of suppliers who have approved the Supplier Code of Conduct among Terveystalo’s key suppliers representing approximately 80% of the total procurement expenditure of Terveystalo’s operations in Finland. The procurement expenditure does not include expenses related to fees paid to private practitioners, purchases for operations in Sweden, one-off purchases or purchases of low significance.

 

Sustainable consumption and climate action

Terveystalo is committed to the targets agreed upon at international climate summits for the mitigation of climate change. Terveystalo’s goal is zero emissions from its own operations in 2030. Terveystalo has committed to the Science Based Targets initiative (SBTi) and will set science-based short- and long-term emissions reduction targets by 2027. Read more from Sustainable consumption and climate action.