Mehiläinen’s strong brand requires delivering on the service promise given to the customer. Certification guarantees that we act according to the promises we have made. Bureau Veritas External link carries out the annual follow-up audits that are part of continuous improvement.
The quality of operations and service is also regularly monitored internally at the company's various organisational levels. In the annual self-monitoring reviews, a comprehensive assessment of operations is performed in relation to the ISO 9001 and ISO 14001 standards at the group, business line, and location levels.
We map individual-level competence in annual performance reviews. We invest in competence development through various training programmes and on-the-job learning methods.
Medical competence
Medical competence is taken into account at all levels of our management system and in the development of operations. In addition, we invest in competent care personnel and modern digital tools.
- Our medical operations are based on evidence-based medicine. This requires continuous monitoring of medical developments, training, and the application of new treatment practices and methods at Mehiläinen. Our physicians follow medical developments by participating in national and international congresses as well as Mehiläinen's own training events. Medical research is also conducted at Mehiläinen as part of the continuous development of high-quality care.
- At Mehiläinen, physicians have access to extensive medical databases, electronic Current Care Guidelines External link, drug interaction databases, and access to electronic versions of several international medical journals. The digital tools we have developed for professionals also enable enhancing the quality of operations.
Mehiläinen continuously develops patient safety
- Hygiene work and the prevention of hospital-acquired infections have long been key areas of development in all units. The hygiene nurse and the infectious disease physician are responsible for this development. The rate of hospital-acquired infections withstands even critical national and international scrutiny.
- We invest in medication safety through several development projects. All our units have medication plans that define the training requirements related to medications and our procedures in care events.
- Our various operational processes have been analysed from the perspective of patient safety, and equipment safety is monitored in accordance with instructions from authorities and equipment manufacturers. Mehiläinen has functioning reporting and analysis systems for suspected patient injuries and near-miss situations.
- Mehiläinen's patient contact persons serve as contact persons for Mehiläinen's customers in matters concerning patient rights and potential dissatisfaction regarding care, such as suspected injury, objection, complaint, or compensation claim. When necessary, patient contact persons also advise customers about the activities and contact information of the wellbeing services counties' patient and social welfare advocates, striving to consider the customer's needs individually.
Feedback on care and care processes
An ideal treatment path is based on trust between the customer and the physician. Together with our customers, we develop treatment processes as well as customer and patient safety. A Mehiläinen customer can provide feedback on their customer experience via the feedback form on Mehiläinen’s website. A customer, patient, or loved one can also report hazardous situations observed during the treatment process via an electronic incident form. We process all customer feedback and incident reports, based on which we develop our operations.
Give feedback
Read more:
Customer feedback system
Patient Insurance Centre External link
