Criteria of service

Good quality of social and health care means that it is customer-centric, fast and that the client gets received the right service in the right place at the right time. Friendliness and service-mindedness of the staff is important. Health care activities must be based on evidence and good care and operating practices. Activities must be of high quality, safe and appropriately implemented. Everyone has the right to good quality care and equal treatment. Good care is evidence-based care that is justified on medical grounds. Evidence-based working methods, professional knowledge, competence, and customer and patient safety also contribute to the quality of services.

Have to takes into account the client's individual needs and views, as well as their native language and cultural background. Interpreter must be hired if necessary. An interpreter or translation can be used if the client is not understood due to a sensory or speech impairment. The client must be treated without violating human dignity and with respect for their beliefs and privacy. Social care must also take into account the wishes, needs, opinions and interests of clients. The clients is allowed to participate and influence the planning and implementation of their services. Issues must be handled and resolved in the client's best interest.

If a customer is dissatisfied with social or health services or treatment, they can file a complaint or make a reminder. It is best to first clarify the matter with the operational unit where the problem occurred. If the discussion does not help, they can make a written reminder to the unit in question in a free format, or use a form made specifically for this purpose, which is available online. The reminder is sent to the operational unit, the senior official or the director of the healthcare unit. The reminder must be responded to in writing within about a month. If the customer is still not satisfied, the next complaint is filed with the Regional State Administrative Agency. If the customer is unable to make a complaint themselves, it can be done by their family, legal representative or close friend.

In these complaint matters, you can contact the patient ombudsman. They can provide advice on your own rights and the patient's legal protection. How to file a complaint, claim for rectification, appeal or claim for damages. They serve both the private and public sectors, and are an impartial person. The service is free of charge. The patient ombudsman must act to promote and implement patient rights.

Asiakkaana sosiaali- ja terveydenhuollossa. Järjestöjen sosiaaliturvaopas. Retviered from: https://sosiaaliturvaopas.fi/asiakas/. Accessed 12.3.2025 

Kaupponen, N. Mistä koostuu sote-palvelujen laatu? Suomen sairaanhoitajat- blogi. Retviered from: https://sairaanhoitajat.fi/mista-koostuu-sote-palvelujen-laatu/ Accessed 12.3.2025

Pohde. Potilas- ja sosiaaliasiavastaava. Retviered from: https://pohde.fi/palvelut/potilas-ja-sosiaaliasiavastaava/. Accessed 12.3.2025

Terveydenhuoltolaki. 8.7.2022/581 Retrieved from: https://www.finlex.fi/fi/lainsaadanto/2010/1326#chp_1__sec_8__heading. Accessed 12.3.2025

Valvira. Muistutus tai kantelu sosiaali- tai terveydenhuollossa. Retviered from: https://valvira.fi/sosiaali-ja-terveydenhuolto/muistutus-tai-kantelu Accessed 12.3.2025


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