Good to know

Appointments by phone

When you call to make an appointment, your call will be recorded. The recordings will only be used for the purpose of training the appointments service team. Where necessary, the recordings can also be used to verify appointments.

Calls made to corporate numbers starting with 010 cost 8.28 c/call + 5.95 c/min. (VAT 23%) from Finnish landline phones, and 8.28 c/call + 17.04 c/min. (VAT 23%) from a mobile (Finnish mobile operator’s subscriptions).

Cancelling doctor’s appointments

If you need to cancel a doctor’s appointment, please do so at least 12 hours before the appointment is due to start. We reserve the right to charge the full appointment fee for appointments cancelled later or not at all.

If you are prevented from attending the appointment, please call the number for making appointments. Appointments made via our website may be cancelled by telephone or via the Internet using the appointment code provided in the appointment confirmation.

Give feedback

We are always happy to receive feedback and suggestions for improvement as they help us develop our service.

Since the data security of emails cannot be guaranteed, do not include your personal identity code or detailed information about your health in the feedback. Do not send statutory reminders, extraordinary appeals, requests for correction concerning decisions or patient injury issues as customer feedback.

Please be specific when giving feedback so that we can determine which service your feedback applies to. All feedback is reviewed by Quality Manager Tuomas Halonen (tuomas [dot] halonen [at] laakarikeskusaava [dot] fi) well as the manager of the relevant operating unit.

Data protection and confidentiality

All patient information is kept confidential. Health care professionals are legally bound by a confidentiality obligation. Patient records may only be accessed by those involved in the patient’s care, and only to the extent necessary for the carrying out of their duties.

A patient has the right to review who has accessed his or her data. Requests for inspection may be addressed to Chief Medical Officer Tapio Kuitunen or the data protection representative, Quality Manager Tuomas Halonen.

Patient delegate

The patient delegate provides guidance and advice to patients and their family members on issues relating to the care and treatment of the patient, as well as information on the rights of patients. The patient delegate provides advice on how to submit a complaint or a patient injury report and how to file a claim. They can also assist in preparing any necessary documents.

If there is anything that is unclear concerning the care or treatment provided, as a first step please contact the service manager of the operating unit providing the care or the attending physician. Complaints regarding care or treatment can be addressed directly to the Chief Administrative Medical Officer Tapio Kuitunen.

The patient ombudsman does not express an opinion on the medical decisions taken or have any power of decision.

Patient delegate Hanna Komu
email: potilasasiamies [at] laakarikeskusaava [dot] fi
Telephone hours: Sundays 11 am to 1 pm, tel. 050 375 4980

Further information on patients’ rights can be found on the website of the Ministry of Social Affairs and Health. A printable form for reporting injuries is available on the website of the Finnish Patient Insurance Centre.

File descriptions

The Ministry of Social Affairs and Health decree on patient records specifies the information which is to be recorded for the purpose of arranging and providing for the patient’s care, as well as how the information is to be recorded. This information constitutes a personal data file.

Under the Personal Data Act, an individual must be informed if his or her personal data is recorded in a personal data file. The data subject must also be informed of the purposes for which the data is used, the regular destinations of the disclosed data, and the rights of data subjects.

The patient registers of Lääkärikeskus Aava Oy are

1. the patient register kept centrally by Lääkärikeskus Aava Oy, its subsidiaries and independent health care professionals (patient register for private patients), and

2. the occupational health care patient registers kept centrally by Lääkärikeskus Aava Oy and its subsidiaries.