Patient’s rights and ombudsperson

Patient’s rights

Our goal is to care for and treat our patients as well as possible. Sometimes mistakes may occur. The patient may be dissatisfied with the care or treatment they have received or there is a reason to suspect a malpractice. In such situations, the patient is always entitled to file a complaint to the hospital.

The ombudsperson

The patient ombudspersons’ duties include advising patients, clients and their families, helping them to draw up an objection and issuing information about patient and client rights.

Heart Hospital’s patients are served by patient ombudspersons working in wellbeing services counties:

• Pirkanmaa (Tampere, Valkeakoski)
• Central Finland (Nova/Jyväskylä)
• Kanta-Häme (Hämeenlinna, Riihimäki)

Objection or complaint

The objection can be freely worded or by a form specifically provided by the patient ombudsperson (the wellbeing services county) on request. The hospital’s Chief Medical Officer will issue a written decision on the case, indicating possible remedial measures. Their decision cannot be appealed.

If you are dissatisfied with the suggested solution or want to complain, you may file a complaint with the supervisory authority for healthcare, such as Regional State Administrative Agency, or the Health and Social Welfare Authority. The patient ombudsperson will give further information about objections and complaints if requested.

If a malpractice has taken place, the patient or a close family member has the right to file a notice of injury to the Patient Insurance Centre.

Injury due to incorrect delivery of pharmaceuticals

Compensation under patient insurance requires that the mistake was made in prescribing or dosing medicine sold or consumed in Finland. If necessary, the patient may file a notice of injury to the Patient Insurance centre. The patient ombudsperson will assist you to fill the form.