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The FSHS monitors the implementation of the self-supervision plan and reports on activities and the changes to be made based on them every four months. 

See the reports in the drop-down boxes that open up below. 

Reports for the period 1 May 2024–31 August 2024

Regional service unit

FSHS Central (FSHS Hämeenlinna, FSHS Seinäjoki, FSHS Tampere – Tulli ja FSHS Tampere – Hervanta)

Time period

1 May 2024–31 August 2024

1) Availability of services

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Challenges in recruiting general practioners.

Availability of personnel during times of high demand.

Corrective action

Continuous improvement measures.

Use of remote service staff.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Treatment of clients.

Complaints about invoices.

Cancelling appointments. 

Access to care.

Being heard.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Consideration given to a person’s special needs.

Corrective action

Corrective action taken and guidelines changed as required.

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Inefficient communication / information flow.  

Shortcomings in practices.

Risks in the work environment.

Corrective action

Improvements and adherence to instructions.

Changes to practices.

Improvements in collaboration.

Improvements in staff training and communications. 

Regional service unit

FSHS East (FSHS Joensuu, FSHS Jyväskylä, FSHS Kuopio, FSHS Mikkeli)

Time period 

1 May 2024–31 August 2024

1) Availability of services

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Availability of personnel during times of high demand.

Corrective action

Continuous improvement measures.

Use of remote service staff. 

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Cancelling appointments.

Access to care.

Consideration given to a person’s special needs.

Patient document entries.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Access to care

Feedback regarding partner units.

Consideration given to a person’s special needs.

Patient document entries.

Corrective action

Corrective action taken and guidelines changed as required.

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Inefficient communication / information flow.  

Inadequate training or introduction, skills.

Corrective action

Improvements and adherence to instructions.

Improvements in staff training and communications.

Regional service unit

FSHS North (FSHS Kajaani, FSHS Kokkola, FSHS Oulu, FSHS Rovaniemi)

Time period 

1 May 2024–31 August 2024

1) Availability of services 

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Challenges in recruiting general practioners.

Availability of personnel during times of high demand.

Corrective action

Continuous improvement measures.

Use of remote service staff.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Treatment of clients.

Complaints about invoices.

Access to care.

Accessibility of treatment.

Feedback regarding partner units, reciprocal use unsuccessful.

Being heard.

Patient document entries.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Consideration given to a person’s special needs.

Being heard.

Corrective action

Corrective action taken and guidelines changed as required.

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Inefficient communication / information flow.  

Inadequate training or introduction, skills.

Errors related to medication.

Shortcomings in practices. 

Risks in the work environment.

Corrective action

Improvements and adherence to instructions.

Changes to practices.

Improvements in collaboration. 

Improvements in staff training and communications.

Ensuring the proper functioning of equipment. 

Improvements to instructions.

Changes to the method of use. 

Regional service unit

FSHS South (FSHS Espoo, FSHS Helsinki – Töölö, FSHS Helsinki – Malmi, FSHS Kouvola, FSHS Lahti, FSHS Lappeenranta)

Time period

1 May 2024–31 August 2024

1) Availability of services 

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Challenges in recruiting general practioners. 

Availability of personnel during times of high demand. 

Corrective action

Continuous improvement measures.

Use of remote service staff.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Treatment of clients.

Complaints about invoices.

Cancelling appointments.

Access to care.

Accessibility of treatment. 

Feedback regarding partner units, reciprocal use unsuccessful.

Being heard.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Accessibility of treatment.

Being heard.

Patient document entries.

Corrective action

Corrective action taken and guidelines changed as required. 

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Inadequate training or introduction, skills.

Shortcomings in practices.

Risks in the work environment.

Corrective action

Improvements and adherence to instructions.

Changes to practices.

Improvements in staff training and communications.

Ensuring the proper functioning of equipment. 

Regional service unit

FSHS West (FSHS Pori, FSHS Rauma, FSHS Turku, FSHS Vaasa)

Time period

1 May 2024–31 August 2024

1) Availability of services

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team.

What shortcomings have been observed

Availability of personnel during times of high demand.

Demand exceeds the planned personnel resource.

Corrective action

Continuous improvement measures.

Use of remote service staff.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Complaints about invoices.

Failure in being registered for the call-back service.

Cancelling appointments.

Accessibility of treatment. 

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Patient document entries.

Access to care.

Consideration given to a person’s special needs.

Being heard.

Corrective action

Corrective action taken and guidelines changed as required. 

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Inefficient communication / information flow.  

Errors related to medication.

Shortcomings in practices.

Corrective action

Improvements and adherence to instructions.

Improvements in collaboration.

Ensuring the proper functioning of equipment. 

Regional service unit

FSHS’s digital and remote services

Time period

1 May 2024–31 August 2024

1) Availability of services

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Availability of personnel during times of high demand.

Demand exceeds the planned personnel resource.

Corrective action

Continuous improvement measures.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Treatment of clients.

Failure in being registered for the call-back service.

Electronic service channel (chat) too busy.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Treatment of clients.

Patient document entries.

Corrective action

Corrective action taken and guidelines changed as required. 

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team.

What shortcomings have been observed

Inefficient communication / information flow.  

Inadequate training or introduction, skills.

Shortcomings in practices.

Corrective action

Improvements and adherence to instructions.

Changes to practices.

Improvements in staff training and communications.

Reports for the period 1 January 2024 to 30 April 2024

Regional service unit

FSHS Central (FSHS Hämeenlinna, FSHS Seinäjoki, FSHS Tampere – Tulli ja FSHS Tampere – Hervanta)

Time period

1.1.2024–30.4.2024

1) Availability of services

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Funding-based staff numbers inadequate in relation to student numbers and demand.

Recruitment challenges.

Corrective action

Continuous improvement measures.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Treatment of clients.

Complaints about invoices.

Cancelling appointments. 

Access to care.

Accessibility of treatment. 

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Access to care.

Accessibility of treatment.

Consideration given to a person’s special needs.

Being heard.

Patient document entries. 

Corrective action

Corrective action taken and guidelines changed as required.

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Inefficient communication / information flow.  

Inadequate training or introduction, skills.  

Errors related to medication.

Shortcomings in practices.

Corrective action

Improvements and adherence to instructions.

Changes to practices.

Improvements in collaboration.

Improvements in staff training and communications. 

Regional service unit

FSHS East (FSHS Joensuu, FSHS Jyväskylä, FSHS Kuopio, FSHS Mikkeli)

Time period 

1.1.2024–30.4.2024

1) Availability of services

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Funding-based staff numbers inadequate in relation to student numbers and demand. 

Recruitment challenges.

Corrective action

Continuous improvement measures.

Use of remote service staff. 

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Complaints about invoices.

Feedback on availability.  

Cancelling appointments.

Access to care.

Feedback regarding partner units, reciprocal use unsuccessful.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Consideration given to a person’s special needs.

Patient document entries.

Corrective action

Corrective action taken and guidelines changed as required.

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Inefficient information flow.

Shortcomings in practices. 

Risks in the work environment.

Corrective action

Improvements and adherence to instructions.

Regional service unit

FSHS North (FSHS Kajaani, FSHS Kokkola, FSHS Oulu, FSHS Rovaniemi)

Time period 

1.1.2024–30.4.2024

1) Availability of services 

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Funding-based staff numbers inadequate in relation to student numbers and demand.

Corrective action

Continuous improvement measures.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Access to care.

Accessibility of treatment.

Consideration given to a person’s special needs.

Being heard.

Patient document entries.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Access to care.

Accessibility of treatment.

Consideration given to a person’s special needs.

Being heard.

Patient document entries.

Corrective action

Corrective action taken and guidelines changed as required.

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Shortcomings in practices. 

Risks in the work environment.

Inadequate equipment.

Inefficient communication / information flow.

Inadequate training or introduction, skills.  

Corrective action

Improvements to instructions.

Staff training.

Changes to practices.

Improvements in collaboration. 

Ensuring the proper functioning of equipment. 

Regional service unit

FSHS South (FSHS Espoo, FSHS Helsinki – Töölö, FSHS Helsinki – Malmi, FSHS Kouvola, FSHS Lahti, FSHS Lappeenranta)

Time period

1.1.2024–30.4.2024

1) Availability of services 

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Funding-based staff numbers inadequate in relation to student numbers and demand.

Recruitment challenges.

Corrective action

Continuous improvement measures.

Use of remote service staff.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Availability and accessibility of treatment.

Customer fees.  

Consideration given to a person’s special needs.

Being heard.

Treatment delays.  

Service guidance.

Patient document entries.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Availability and accessibility of treatment.

Customer fees.

Consideration given to a person’s special needs.

Being heard.

Treatment delays.

Service guidance.

Patient document entries.

Corrective action

Corrective action taken and guidelines changed as required. 

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Shortcomings in practices.

Risks in the work environment.

Inadequate equipment.

Inefficient communication / information flow.  

Inadequate training or introduction, skills.

Corrective action

Improvements to instructions.

Improvements in staff training..  

Changes to practices.

Improvements in collaboration.

Ensuring the proper functioning of equipment. 

Regional service unit

FSHS West (FSHS Pori, FSHS Rauma, FSHS Turku, FSHS Vaasa)

Time period

1.1.2024–30.4.2024

1) Availability of services

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.  

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team.

What shortcomings have been observed

Funding-based staff numbers inadequate in relation to student numbers and demand. 

Recruitment challenges.

Corrective action

Continuous improvement measures.

Use of remote service staff.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Complaints about invoices.

Electronic service channel (chat) too busy. 

Cancelling appointments.

Access to care.

Being heard.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Consideration given to a person’s special needs.

Being heard.

Corrective action

Corrective action taken and guidelines changed as required. 

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Errors related to medication.

Shortcomings in practices.

Risks in the work environment.

Corrective action

Improvements and adherence to instructions.

Improvements in staff training and communications.

Regional service unit

FSHS’s digital and remote services

Time period

1.1.2024–30.4.2024

1) Availability of services

(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.

Corrective action

Changes in practices to improve the situation.

2) Adequacy of staffing

(Staffing; the number of staff relative to customer numbers and demand for services.)

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Funding-based staff numbers inadequate in relation to student numbers and demand. 

Recruitment challenges.

Corrective action

Continuous improvement measures.

3) Customer feedback

(Feedback submitted on the website and NPS feedback.) 

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team. 

What shortcomings have been observed

Treatment of clients.

Complaints about invoices.

Failure in being registered for the call-back service.

Electronic service channel (chat) too busy.

Corrective action

Solved on a case-by-case basis.

4) Objections, complaints and reports of inadequacies

Monitoring performed by the unit 

Nothing to report.

What shortcomings have been observed

Nothing to report.

Corrective action

Nothing to report.

5) Incident reports

Monitoring performed by the unit 

Monitoring and regular reporting to the Regional Management Team.

What shortcomings have been observed

Inefficient communication / information flow.  

Inadequate training or introduction, skills.

Shortcomings in practices.

Corrective action

Improvements and adherence to instructions.

Changes to practices.

Improvements in collaboration.

Improvements in staff training and communications.

Ensuring the proper functioning of equipment. 

Improvements to instructions.

Changes to the method of use.