What to do when you are dissatisfied with treatment or service
Discuss the matter with the persons who treated or served you or with their supervisors
If your dissatisfaction concerns healthcare, please send a message through the Maisa system or call the unit that treated you. If your dissatisfaction concerns social services, please contact the service point that served you.
If you are still dissatisfied, submit an objection to the management
If you have gone through the matter with the unit that treated you, and you are still not satisfied, submit an objection to the management of the unit or service point. You will get a reply approximately within one month.
If you are still dissatisfied or suspect medical malpractice or seek monetary compensation
If you are still dissatisfied after giving feedback and submitting an objection, or if you suspect medical malpractice or seek monetary compensation, see the list below for the options available to you.
If you are uncertain about what you should do, you can contact a Social Welfare and Patient Ombudsman. The Ombudsman can help you select the right way to communicate your dissatisfaction. You can ask for advice whenever you are dissatisfied with treatment or service you have received.
Ways to communicate your dissatisfaction
An objection is a way for you to communicate your dissatisfaction to the management of the treatment facility that treated you or the service point that served you. An objection is a procedure defined in the Act on the Status and Rights of Patients and the Act on the Status and Rights of Social Welfare Clients.
Prepare and submit your objection in writing, using your own words. For a specific reason, you may also submit an objection orally. The management of the treatment facility or service point will reply to your objection in writing within roughly a month. If your objection requires more extensive investigation, its processing may take one to two months.
In response to your objection, you will receive a reply detailing how the case has been investigated and what further actions have been taken on account of the objection. Additionally, you will be advised on how you can take the matter forward, if necessary.
You can also submit an objection on behalf of your family member or friend. Before you submit an objection, we recommend that you discuss the matter with the persons who treated or served you or with their supervisors.
A Social Welfare and Patient Ombudsman can assist you with preparing the objection, if necessary. Submitting an objection does not prevent you from submitting a complaint to a supervisory authority.
Fill in the objection form and send it as an attachment to a secure email to email@example.com(Link opens default mail program). You can also print out and fill in the form and take it to the City of Helsinki Registrar’s Office.
If you suspect that there has been an error or neglect in the treatment or service you have received, you can submit a complaint to a supervisory authority. You can also submit a complaint on another person’s behalf.
The supervisory authorities are:
- the Regional State Administrative Agency for Southern Finland
- the National Supervisory Authority for Welfare and Health (Valvira)
- the Parliamentary Ombudsman
- the Chancellor of Justice of the Government.
In most cases, complaints are processed by the Regional State Administrative Agency. If you suspect that your family member has died or been injured because of medical malpractice, please submit a complaint to Valvira.
A complaint cannot be used to change a treatment decision or decisions made by authorities. If you suspect that an authority or official has not acted in accordance with the law or fulfilled their responsibilities, you may submit a complaint to the Parliamentary Ombudsman or the Chancellor of Justice of the Government.
A Social Welfare and Patient Ombudsman can advise you if you are considering submitting a complaint. Before you submit a complaint, we recommend that you discuss the matter with the persons who treated or served you or submit an objection.
If you suspect that a patient injury has occurred during your treatment, you can seek monetary compensation from the Patient Insurance Centre.
Patient injury refers to such things as injuries caused during treatment. One example of this would be a complication occurring after surgery that an experienced professional could have prevented. Patient injury also refers to infections occurring during treatment or personal injuries caused by faulty treatment equipment, for example.
The general rule is that you can seek damages within three years of when you first knew, or should have known, of the injury.
You can also submit a notice of patient injury on a family member’s behalf.
You can submit an appeal against a decision made by a social worker to the City of Helsinki’s Social Services and Health Care Committee. More detailed appeal instructions are appended to the decision provided to you. Please deliver your request for an administrative review to the City of Helsinki Registrar’s Office.
As for decisions made by the Social Services and Health Care Committee, you can submit your appeal against such decisions to the Administrative Court or, in some cases, to the Supreme Administrative Court of Finland.
If an employee of the City of Helsinki’s healthcare and social services has caused damage or injuries to you or your family member when carrying out their work responsibilities, you can seek compensation from the City. Material damage is the primary type of damage compensated for.
Fill in a compensation claim and send it as an attachment to an encrypted email to the Registrar's Office. You can also print out the form, fill it and take it to theCity of Helsinki Registry.