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Monitoring of the implementation

The social services and health care division in Helsinki is taking the Apotti system into use in three phases in 2021: 


Health care services within the social and health care division in Helsinki, including oral health care, home care, services for elderly and substance abuse services. The launch in April will also include maternity and child health care services, the disability outpatient clinic, school and student health care, paediatric speech therapy and health care for unemployed.


Services for the disabled


Social services for families with children, child welfare and social services for people of working age. 

Photo: Jussi Hellsten

Updated monitoring 10 November 2021 1:30 pm

The third launch of the Apotti system has gone well within the social services and health care in Helsinki. There are still some technical issues, but we are taking care of them as they come up.

– The reactions to the new system are naturally depending on what kind of challenges it has brought to the teams and how quickly the problems have been solved. This is understandable. I believe that the issues will be solved with time, says Maarit Sulavuori, department director for family and social services.

The updates regarding the launch of Apotti are no longer published on this website. We will still follow the launch and communicate about it if necessary.

Updated monitoring 9 November 2021 1:45 pm

The launch of the Apotti system is still going to plan. There are still some technical difficulties, but they are actively being fixed.

– The launch has been a great effort. Our staff has been eager to participate and they have been flexible when needed. We want to thank our extremely motivated staff, says Maarit Sulavuori, department director for family and social services.

Updated monitoring 8 November 2021 2:10 pm

From this Monday onwards, all the services within social services and health care in Helsinki are using the Apotti system.

The launch has gone to plan. Some technical issues have occurred. These issues might reflect on the services for individual clients.

– The whole of Helsinki’s social and health care staff has now started to use Apotti. The social service clients are also using the Maisa service, says Leena Turpeinen, Director of Health and substance abuse services.

Updated monitoring 7 November 2021 1:00 pm

The atmosphere is still good and enthusiastic.

– The employees are bringing up faults and issues with a low threshold. This is a very good thing and it will help us to solve issues that are affecting the services quickly, says Maarit Sulavuori, Director of Family and Social Services.

The number of Apotti users will grow on Monday compared to the weekend. The introduction of Apotti is closely monitored.

– The Apotti support personnel will help their colleagues during the introduction. The experts at Apotti Oy are also ready to help our staff, Maarit Sulavuori continues.

Updated monitoring 6 November 2021 2:10 pm

Apotti was introduced last night in the rest of the social and health care services. Now Apotti is also used in social services for families with children, child welfare, social services for young people and adults, social and crisis emergency services and housing support.

The introduction has so far proceeded as expected and no major problems have occurred.

–We have waited for the launch. The entire staff has done a good job preparing and training to use the new system. The atmosphere is good and enthusiastic. Of course, it may take some time to adopt new ways of working, and temporary slowdowns in services are possible, says Maarit Sulavuori, Director of Family and Social Services.

The introduction of Apotti is closely monitored so that potential problems can be addressed quickly.

Updated monitoring 30 April 2021 3 pm

The callback queue for the health stations has been significantly shortened. Our staff has worked hard to normalise the situation. We will call back to clients also during this weekend. The queue for the callback service will be back to normal at the start of next week.

The launch of Apotti continues in a fairly calm atmosphere after the first week. There are still some issues and challenges, but we can resolve them in good co-operation at a fairly rapid pace.

– A big thank you to our staff for the first week. This is a good place to continues, says Leena Turpeinen, director of Health and substance abuse services.

We will not add further updates for now. We continue to actively inform about Apotti and Maisa in other channels.

Updated monitoring 29 April 2021 1:55 pm

Congestion of health centre call-back services continues. In non-urgent cases, we request that you contact us at a later time. 

– The situation is truly regrettable and we will do everything we can to fix the congestion. Unfortunately, however, there is a delay and some will not receive a call back until the next day. Our staff are working really hard and I hope that our customers understand, says Medical Director of health stations Timo Lukkarinen.

– The best way for a customer to help us in this situation is to use Omaolo and, on the other hand, start to use the new E-service portal Maisa, Lukkarinen continues. 

In case of sudden health problems, call the Medical Helpline tel. 116 117 (24h) and in emergencies the National emergency number tel. 112 (24h).

Unfortunately, the problems with appointment text messages are also continuing. Some appointment reminder messages have unfortunately listed an incorrect reception unit for the appointment. This has been the case most frequently in the context of physiotherapy services, occupational therapy, nutritional therapy and the geriatric outpatient clinic. Any incorrect reception units also appear in the Maisa portal. The incorrect text message also concerns home visits for the above services. Efforts are being made to rectify the situation as soon as possible.

If the reception unit for an appointment is different in the text message from what has been agreed on, the previously agreed location is correct.

– Understandably, this has caused confusion among our customers and we regret this. We have received a number of questions about the messages and, unfortunately, some customers have gone to the wrong reception unit. If you are unsure about the location of your appointment, please contact the unit that made the appointment for you, says Helsinki City Hospital’s Medical Director  Laura Pikkarainen

In the maternity and child health clinic, the atmosphere around the introduction is calm and expectant. It is believed that use of the Apotti system will gradually become smoother in the future.

The introduction of the Apotti system has gone surprisingly well and the atmosphere here at work relaxed, of course also positively tense. Since the introduction, a number of issues have come to light that we had not anticipated in advance, but I think we have taken to the changes quite quickly. The new system is a huge change in our customer work, and, at first, the work has seemed, in part, to be difficult, as, previously, customer postings were made as a routine part of the job.  I am extremely proud of my colleagues and how well we have done, says public health nurse Noora Koskivirta from Laakso maternity and child health clinic.

The next update will take place tomorrow afternoon, Friday 16 May.

Updated monitoring 28 April 2021 2:14 pm

The callback service for the health stations is unfortunately still busy. We hope that clients only leave one callback request. In non-urgent matters, we ask clients to contact us later.  The Medical Helpline provides service in cases of sudden health issues, tel. 116 117 (24 h).

There have been some issues with messages sent in the Maisa portal by clients at the maternity and child health clinics. Some messages have not been received by assigned nurses. We are looking into the cause and extent of the problem.

- The implementation of a new system and fixing the technical issues related to it takes time, which understandably burdens our staff. We have, however, been able so solve the issues relatively fast together with Apotti oy, says Leena Turpeinen, director of health and substance abuse services.

The following update is published tomorrow afternoon, Thursday 29 April.

Updated monitoring 26 April 12:30 pm

There are many new Apotti users after the weekend. Apotti was launched today e.g. at the maternity and child health clinics, school and student health care, health stations, oral health care and senior info.

The services can this week be slower than normal. We apologise for the inconvenience. We monitor the situation daily and inform about possible issues.

Some issues have already come up. At the moment we are looking into the technical error with the self-registration machines at the Vuosaari health and well-being centre and family centre, Kalasatama health and well-being centre and Itäkatu family centre.

–The launch of Apotti went mostly according to plan and the atmosphere is calm and positive. Our staff has prepared well for the changes that Apotti will bring. We want to thank them, says Maarit Sulavuori, department director for family and social services.