Rights of the patient
A patient has the right to high-quality, safe and appropriate care as well as being treated with respect.
In this Section:
On Patient Safety and Rights of the Patient
Complaints
Patient Ombudsman
Additional Resources
On Patient Safety and Rights of the Patient
We at Nordlab ensure for our part that patient safety is a reality in the operation of our laboratories.
- The quality system of our laboratories guarantees that our services are high-quality and trustworthy.
- Work and patient instructions outlined in the quality system, as well briefing and regular training of staff supports treatment safety.
- An important factor influencing the validity of the laboratory results is collecting the samples from the right patient and conducting the tests on the right patient. Therefore every worker of ours must confirm the personal information of our patients. We do this by asking our patients to give their name and personal identity code when visiting our laboratories.
Client Feedback
You can give us feedback on our laboratory services. We develop our services based on feedback we have received.
- You can give feedback verbally while visiting our laboratories
- or through our electronic system. You can submit feedback anonymously through our electronic system, but we advise leaving your contact information so that we can respond to your feedback.
Complaints
If you feel there is any problem or confusion regarding the care or treatment you have received, you should initially discuss it with Nordlab personnel and their managers. This is fastest way to clarify the issue and agree on possible reparative measures.
If no agreement is reached however, please contact the Patient Ombudsman. They will guide in filing a reminder, complaint or damage claim.
Reminder
If you are dissatisfied with the care or treatment you have received you can file a reminder. Reminders are generally written ‒ only under exceptional circumstances can you file a reminder verbally. There is no time limit for filing a reminder.
- You can file a reminder with an informal letter. Title it “Reminder”.
- Send the letter to the address:
Nordlab Kirjaamo
Kiviharjuntie 11
90220 Oulu
Reminders are processed appropriately and a written response is always sent. Rectification of a response cannot be sought by appealing. You do however have the right to file a complaint to the supervising authorities after you have received a response to your reminder.
Complaint
Complaints are directed to the supervising authorities. These are:
- Avi (Regional State Administrative Agencies)
- Valvira (Chief Inspector of the National Supervisory Authority for Welfare and Health)
- The Parliamentary Ombudsman
- Attorney General
The supervising authorities of healthcare suggest that you discuss the issue at your healthcare institution and file a reminder before filing a complaint. The supervising authorities do not process complaints filed regarding issues over two years old, unless there is a particular reason to do so.
Complaints are submitted to Valvira if the event has led to the death or serious and permanent injury of a patient or if there is reason to revoke a healthcare professional’s practising license. Other complaints are generally submitted to Avi.
Damage Claim
You have the right to file a damage claim, if patient injury has occurred in your treatment or you suspect it. You should file a claim with the Patient Insurance Centre.
You must file a damage claim within three years after becoming aware of the injury. The patient insurance compensates malpractices or injury occurring in conjunction with treatment, if the fees caused by it exceed 200 euros (hospital, polyclinic, medication and travel fees).
Patient Ombudsman
The Patient Ombudsman advises and guides patients, their families, and staff regarding questions related to the position and rights of the patient. The Patient ombudsman does not make decisions or take any stance on medical decisions. The healthcare supervising authorities operate outside the hospital.
You can contact the Patient Ombudsman on weekdays by phone between 8:00 and 15:00. A personal meeting is agreed upon by phone.
The Patient Ombudsman for Nordlab is Hilkka Manner
Tel 040 762 6285
Email address: hilkka.manner@ppshp.fi
Address: P.O. BOX 21 90029 OYS
entrance N, 4th floor, room N2 431
Additional Resources
Additional Information on Patient Safety and Rights of the Patient: