Dissatisfaction with treatment or service

If you are dissatisfied with the care, service or treatment you have received, you should first try to discuss the issue with the staff of the care provider or service unit in question. They can investigate any shortcomings or errors that may have occurred in your case. In many cases, matters can be resolved through discussion and no other measures are needed.

You can also submit a written objection to the person responsible for the service. You can use the forms on this page or write a free-form objection. In your objection, please explain in detail the reason you are dissatisfied with the health care or social welfare services you have received. A patient’s family member or friend can also submit an objection on their behalf.

Submitting an objection is your statutory right as a client or patient. The supervisor responsible for the service will respond to your objection within one month. You cannot appeal against the response given to your objection. Submitting an objection will not remove your right to file a complaint with the authorities supervising health care or social welfare services.

The feedback received through the objection will enable the provider of health care or social welfare services to develop their activities.

Submit your written objection by post to:
City of Espoo Registry Office
P.O. Box 1
02070 CITY OF ESPOO

or by email to: kirjaamo@espoo.fi (Write “Objection” in the subject field)
Please note! If you send an unsecured email, you will do so at your own risk.

If you are unhappy with the response you received to your objection, you can file a complaint with the Regional State Administrative Agency (AVI).

In the case of health care services, you can use the complaint form or write a free-form complaint. You must file your complaint with the Regional State Administrative Agency in whose area you or the person you are writing for has received treatment. If you suspect that the person has died or been seriously and permanently injured because of medical malpractice, you must file the complaint with the National Supervisory Authority for Welfare and Health (Valvira). 

If you suspect that a public authority or official has not observed the law or fulfilled a duty, you can file a complaint with the authority that supervises social welfare services. Your complaint must explain why you consider the action taken by social welfare services erroneous. You must describe the action you are complaining about and when it took place.

If necessary, the authorities will transfer the complaint to the appropriate processing unit and inform the complainant of the transfer. A complaint is usually not investigated if more than two years have passed since the action was taken.

Filing a complaint concerning health care or social welfare services with the Regional State Administrative Agency. (external link)

Filing a complaint concerning health care services with Valvira. (external link) (In Finnish)

Filing a complaint concerning social welfare services with Valvira. (external link) (In Finnish)

If you have suffered a patient injury during treatment, you can seek monetary compensation from the Patient Insurance Centre (PVK). The Patient Insurance Centre handles all the notices of patient injury concerning health care in Finland in line with the Patient Injuries Act.

The Patient Ombudsman of the Hospital District of Helsinki and Uusimaa (HUS) provides advice on matters related to specialised medical care (HUS, Helsinki University Central Hospital, Jorvi Hospital).

Patient Insurance Centre (PVK) (external link)

Patient Ombudsman of the Hospital District of Helsinki and Uusimaa (HUS)(external link)

Basic social assistance is applied for through the Social Insurance Institution of Finland (Kela). Any appeals against decisions made by Kela should also be addressed to Kela.

Those applying for social welfare services and supplementary and preventive social assistance have the right to receive a reasoned decision in writing. Together with the decision, you will receive appeal instructions, including information on the appeal period and the address to which the request for administrative review must be submitted.

Appeals against decisions made by a municipal social services committee or a similar body must be submitted to the Administrative Court within 30 days.

In some cases, you can appeal against a decision made by the Administrative Court to the Supreme Administrative Court if the latter grants you permission to appeal.

Kela: Social assistance(external link)