Quality and sustainability
Targets and achievements
We have set targets in accordance with our key sustainability themes and we monitor their achievement on a regular basis. We have developed a quality index to promote the reporting and transparency of quality by measuring clinical and experienced quality, access to care as well as preventive care. The quality index consists of seven different impact indicators and we use it to measure clinical, experienced and process results based on international best practices.
Good health and well-being
| Target | Indicator (KPI) | Scope of application | Target level | Target year | Base year | 2023 | 2022 | 2021 |
| Increase the share of occupational healthcare patients diagnosed with anxiety or depression and who are referred to brief psychotherapy to 25% by 2026 1) | The share of occupational healthcare patients diagnosed with anxiety or depression and who are referred to brief psychotherapy | Occupational healthcare customers in Finland | 25 % | 2026 | 2022 | 12,6 % | 8,5 % | 6,2 % |
| Maintain a customer satisfaction score (NPS) of at least 83 2) | NPS (Net Promoter Score) for appointments | Terveystalo’s customers, who have visited appointments in Finland | At least 83 | Continuous | 2022 | 84,8 | 82,7 | 83,0 |
| Maintain an appointment-specific PEI index 3) of at least 2.9 | PEI index (Patient Enablement Instrument) | Terveystalo’s customers who have visited doctor's appointments in Finland | At least 2.9 | Continuous | 2022 | 2,9 | 2,9 | - |
| 1) Occupational healthcare patients with a diagnosis of depression or anxiety and who are referred to brief psychotherapy / Occupational healthcare patients with a diagnosis of depression or anxiety. | ||||||||
| 2) NPS measures the individual patient's experience of the service received shortly after the service experience. The patient is asked to assess how likely (on a scale of 0–10) they are to recommend Terveystalo’s services. The Net Promoter Score is calculated by subtracting the share of those who gave a score of 0–6 (detractors) from the share of those gave a score of 9–10 (promoters). | ||||||||
| 3) The PEI index (Patient Enablement Instrument) is used to measure 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. The scale is 1–4. | ||||||||
Resbonsible work
| Target | Indicator (KPI) | Scope of application | Target level | Target year | Base year | 2023 | 2022 |
| Being the industry’s best and most attractive employer | Employee Net Promoter Score (eNPS) | Terveystalo’s employees and private practitioners | At least 25 | 2025 | 2022 | 19 | 28 |
| The employee Net Promoter Score (eNPS) indicates the proportion of the personnel and private practitioners who would recommend Terveystalo as a workplace to others. | |||||||
Ethical business
| Target | Indicator (KPI) | Scope of application | Target level | Target year | 2023 | 2022 |
| All employees have completed training on the Code of Conduct and correct action | Percentage of employees in permanent, full-time employment relationship who have completed the training relative to all employees in permanent, full-time employment relationship 1) |
Terveystalo’s Finnish operations | 100 % | Continuous | 72%1) | 69%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 Conduct 2) | Terveystalo’s Finnish operations | 100 % | Continuous | 81 % | 80 % |
| 1) The figures are not comparable due to the training completion periods not being of equal length and due to change in the group of personnel whose course completions are reported. The new compliance course was introduced and moved to a new online plat-form in spring 2023. The figures for 2023 only include completions after the course was revised and only completions of employees in permanent, full-time employment relationship in Finnish operations. The figures for 2022 also include course completions that took place in the second half of 2021 and, in addition to course completions of employees in permanent, full-time employment relationship, also course completions of other employees in Finnish operations. | ||||||
| 2) Terveystalo measures the share of suppliers who have approved the Supplier Code of Conduct from Terveystalo’s key suppliers representing approximately 80 percent 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
| Target | Indicator (KPI) | Scope of application | Target level | Target year | Base year level | Base year | 2023 | 2022 | 2021 |
| Zero emissions from own operations 2030 1) | Reduction of direct (Scope 1) and indirect (Scope 2) greenhouse gas emissions compared to 2018 | Finnish and Swedish operations | -100 % | 2030 | 6316,8 | 2018 | -56 % | -76 % | -89 % |
| Reduce direct and indirect CO2 emissions (Scope 1 and Scope 2) by 80% by 2025 (using 2018 as the baseline) | Direct (Scope 1) and indirect (Scope 2) greenhouse gas emissions, tCO2 | Finnish and Swedish operations | -80 % | 2025 | 6316,8 | 2018 | 2755,4 | 1 544,1 | 664,0 |
| Purchase 100% green electricity by 2025 2) | Share of green electricity of all purchased electricity, % | Finnish and Swedish operations | 100 % | 2025 | 62 % | 2020 | 70 % | 72 % | 89 % |
| Minimise waste in all operations and forward all waste to be recovered | The recovery rate of waste generated at Terveystalo units, % 3) | Finnish operations | 100 % | 2025 | 99 % | 2020 | 100 % | 100 % | 100 % |
| The recycling rate of waste generated at Terveystalo units, % 3) | Finnish operations | 100 % | 2025 | 61 % | 2020 | 68 % | 67 % | 64 % | |
| 1) Scope 2 emissions are market-based. The market-based Scope 2 emission calculation takes into account the green electricity guarantees of origin purchased by Terveystalo, which in 2023 covered approximately 70 (72) percent of the electricity consumption. The emissions of the remaining purchased electricity have been calculated using the residual mix emission factors for Finland and Sweden (AIB, European Residual Mixes). Finland's residual emission factor increased by 83 percent from 2022 due to a higher share of fossil fuels in the residual mix (Finland's residual emission factor in 2022 was 0.285 kgCO2e/kWh and in 2023 0.5208 kgCO2e/kWh). The market-based Scope 2 emissions for 2022 have been recalculated for Finland, because Terveystalo purchased the green electricity guarantee of origin for the period 1 September - 31 December 2022 at the beginning of 2023. From 2022 onwards, the figures for energy use and carbon footprint also include the Swedish operations. The figures for 2021 include only the Finnish operations. | |||||||||
| 2) In units where Terveystalo purchases electricity itself. | |||||||||
| 3) Excludes waste fractions that cannot be recycled or recovered under any circumstances. | |||||||||