Give us feedback
We hope that as a resident and client of the Vantaa and Kerava wellbeing services county, you have a positive experience of our services. By giving us feedback, you give us valuable information about where we are doing well and where we can improve.
There are several ways for you to give feedback:
- By filling a feedback form on the website
- By filling a paper form at a service point
- By talking with the staff
Give feedback on health care and social welfare services
Give feedback on laboratory and imaging services (HUS)
Give feedback on rescue services
Give feedback on the website
Client experience
How we use feedback to improve our services
Our service units process client feedback regularly, and our services are being constantly developed based on the feedback. The development needs and measures identified in the feedback can also be turned into larger projects or included in the action plans of service areas as long-term development tasks.
Based on the 2023 mid-year review, two broad areas for improvement were identified from client feedback:
1. Encountering clients and their family members
2. Availability and accessibility of services
Measures have been put in place for both development areas. For example, the wellbeing services county's training plan for 2024 includes additional training on client and family encounters, and various sectors have already started to develop their general guidance and counselling services, websites and online forms for customer services to improve availability and accessibility.
Social and Patient Ombudsperson
- provides advice and guidance on matters related to the Patient Act
- provides advice on the status and rights of the client
- informs clients about their rights
- works to promote and enforce client rights
- advises and, if necessary, assists in submitting objections
A Social and Patient Ombudsperson is not a legal advocate for the interests of clients but an impartial actor to ensure that the client's rights are safeguarded. A Social and Patient Ombudsperson does not make decisions or comment on the activities of the unit providing care or its staff. Ombudsperson services are free of charge for the client.
Objection
If you are not satisfied with the service, care or treatment you have received in social welfare or health care services, you can submit an objection.
An objection can be submitted
- as a free-form letter
- through an objection form
- verbally in certain special cases.
Both social welfare and health care services must provide a written response to the objection within a reasonable time of the objection being submitted. The response must be justified.
You cannot appeal against a response given to an objection.
Reporting misconduct
You can report misconduct if you have reasonable grounds to suspect illegal or wrongful conduct or other unethical behaviour. Reporting a misconduct does not require extensive evidence, but the report should provide all the available information as accurately as possible to enable the case to be dealt with.
Reporting an information security incident
An information security incident is a situation where an information security problem or vulnerability occurs in an online service or system. This may result in a potential or actual risk to the integrity, confidentiality or availability of information and services.