What to do if you are dissatisfied with the service or treatment you have received?

All feedback is important to us. Let us know how we succeeded or how we could develop further. We aim to develop our operations based on your feedback.

Customer feedback

You can use the electronic customer feedback form to give us general feedback or submit a complaint. The customer feedback will be processed by the clinic that treated you. When giving feedback, please note that the customer feedback form is not intended for sensitive personal data or health information. We will contact you within five (5) working days of receiving your customer feedback.

Objection

The Act on the Status and Rights of Patients (785/1992) states that a patient who is dissatisfied with their medical care or related treatment has the right to submit an objection.

You can submit and objection by using this form or a free-form letter stating that it is an objection. Aava and Pikkujätti have an encrypted email service that you can use to send the completed form to the Quality Contact Person ([email protected]). If necessary, you can also request help and advice on matters related to the objection from the same address. The objection form can also be submitted to Aava or Pikkujätti’s clinic, from where it will be delivered to the Quality Contact Person.

Aava Pikkujätti’s medical management always responds to objections. Objections are processed within one month of their arrival. We always respond to objections in writing.

Complaint

Complaints may be filed about unlawful proceedings or failure to fulfil an obligation by an authority or a person in the service of an authority. The complaint must be made in writing. Complaints relating to social welfare and health care activities are typically processed by the Regional State Administrative Agency, but if medical malpractice is suspected to have led to the death or permanent, severe injury of a patient, the National Supervisory Authority for Welfare and Health will process the complaint.

Notice of patient injury

The patient has the right to file a notice of injury with the Finnish Patient Insurance Centre (PIC) if there is a suspicion of patient injury or medical malpractice. The matter will then be investigated and resolved by the PIC. The wellbeing services county’s Patient Ombudsperson will advise you on filing a notice of injury, if necessary.

You can find the Patient Ombudsperson’s contact information on your wellbeing services county’s website. See also the Act on Patient Ombudspersons and Social Services Ombudspersons (739/2023). The service is free of charge for the customer.

Invoicing

Aava Medical Centre uses Ropo Capital Oy’s payment control service, which means that invoices are sent by Ropo Capital on our behalf.

Inquiries about invoice payment: 

Ropo Capital Oy
+358 09 2315 0438 
[email protected]
www.ropo-online.fi (due date transfers, payment plans, invoice copies, invoice payment, chat service) 

Questions about invoice content:  

Private and occupational health care customers: 
+358 (0)10 380 2212 (weekdays from 9 a.m. to 1 p.m.)
[email protected]

Corporate customers: 
+358 (0)10 380 4687 (weekdays from 9 a.m. to 1 p.m.)
[email protected] 

Insurance companies and customers:  
+358 (0)10 380 2202 (weekdays from 9 a.m. to 1 p.m.)
[email protected]