Self-monitoring and Patient and Customer Safety
The safety of our patients and customer satisfaction are at the core of our operations. Patient safety means that the patient receives the correct care they need at the right time. Through shared practices, continuous training of experts, and modern facilities and technology, we ensure the quality, safety, customer orientation, and effectiveness of our services.
Self-monitoring
The Act on the Supervision of Social and Health Care Services (741/2023) requires that the Service Provider must monitor the quality and appropriateness of its own operations and those of its subcontractors, as well as customer and patient safety.
According to section 27 of the Supervision Act, the service provider must prepare a self-monitoring plan for each service unit to ensure the quality, appropriateness, and safety of daily operations, as well as to monitor the adequacy of the staff involved in customer and patient work. This plan must cover all services provided by the service provider and on its behalf within the service unit.
The self-monitoring plan must include a description of the incident reporting and learning process. The service provider must create the self-monitoring plan electronically and publish it on a public network or in another way that promotes its publicity and keep the self-monitoring plan publicly available in the service unit.
Download the self-monitoring plan of Suomen Terveystalo Oy
Section 27 of the Supervision Act 741/2023 requires that the implementation of the activities described in the service unit's self-monitoring plan must be monitored, and any deficiencies identified during the monitoring must be corrected. A report on the monitoring must be prepared, and any changes based on the report must be published every four months on a public network or in another way that promotes its publicity and kept publicly available in the service unit.
Self-monitoring of Private Service Providers Operating within Terveystalo
Healthcare professionals operating within Terveystalo are committed to adhering to Terveystalo's self-monitoring plan. Additionally, private service providers (such as entrepreneurs and limited companies) must prepare their own self-monitoring plan. In accordance with the agreement made with the service provider, they follow generally accepted medical principles, practices, and processes, and use the tools provided by Terveystalo. Both Terveystalo and the service provider are independently responsible for their own activities directly to patients, authorities, and other parties, unless otherwise stipulated by law in certain cases.
You can request the self-monitoring plan of private service providers and any changes made based on its monitoring by emailing omavalvonta@terveystalo.com. The self-monitoring plans are prepared in Finnish.
Patient and Customer Safety as the Foundation of Quality
The safety and satisfaction of our patients and customers are at the core of our operations. In short, patient safety means that the patient receives the correct care they need at the right time. Customer safety, on the other hand, means that social welfare services are provided and implemented in such a way that the customer's physical, psychological, social, and economic safety are not endangered. Through shared practices, continuous training of experts, and modern facilities and technology, we ensure the quality, safety, customer orientation, and effectiveness of our services.
At Terveystalo, we assess patient and customer safety by monitoring incidents, complaints, official inquiries, as well as quality and patient safety indices.
The development of a culture of customer and patient safety is a long-term effort to minimize patient safety risks.
At Terveystalo, customer and patient safety, and its continuous development, are the foundation of the quality of care and services. A good customer and patient safety culture is fundamental to safety, which means an open atmosphere in operations where employees can raise issues and risks (near-miss incidents and adverse events) they encounter in care work and other activities without fear of sanctions or blame. Issues and incidents must be addressed openly and carefully to ensure that they do not recur.
One tool for developing customer and patient safety is the biennial customer and patient safety culture survey. Based on the results of the survey, Terveystalo introduced an online course on patient and customer safety in 2022, which is mandatory for all employees involved in care work and for those in patient safety responsibility roles.
The survey results have also shown that Terveystalo's patient safety culture is considered good and appreciated. The patient safety culture is perceived to be well integrated into the everyday operations of the facilities.
Patient and customer safety, as well as the development of services in accordance with the interests of patients and customers, are overseen by the Chief Medical Officer and the responsible persons of the service units at Terveystalo. They also ensure that Terveystalo has the necessary treatment methods and expertise for good care and customer safety.
If, despite all efforts, you notice any threats to patient or customer safety or data protection during your visit, you can report it using the link below. It is extremely important for the improvement of operations that we receive information about any adverse events or near-miss situations.