Quality policy

Pihlajalinna aims to ensure that the company’s operations comply with valid legislation, authoritative regulations and any licences and requirements of the industry.

The Pihlajalinna management agrees to comply with the requirements, to monitor the development of customer experiences, medical quality, employee satisfaction and process quality and to take the necessary action needed to fulfil the quality-related objectives.

The Pihlajalinna management is committed to constantly improving the operations and the quality control system and creates the prerequisites for achieving the quality-related objectives.

Pihlajalinna’s quality-related objectives are:

• Excellent customer experience: Net Promotion Score (NPS) > 80 (or similar indicator of customer experience)
• Excellent patient safety ensured with superior medical expertise: number of incidents related to malpractice = 0
• The employees are satisfied and motivated: Employee Net Promoter Score (eNPS) +15 (by 2025)
• Clinical and administrative processes function methodically and in accordance with quality-related objectives

Scope of the quality management system, environmental system and information security management system

The quality management system, environmental system and information security management system are followed in all activities of Pihlajalinna.

Coverage and scope of the ISO9001:2015 certificate

The certificate covers operations in medical centers, Ikipihlaja homes, Uniikki special care units, Jämsän Terveys in treatment departments 2, 4 and surgery department 5, Kuusiolinna Terveys’s acute and rehabilitation departments, Kolmostien Terveys’s bed department, Mäntänvuori Terveys’s bed department and Selkämeren Terveys’s rehabilitation department.

You can find a list of certified establishments here.

Coverage and scope of the ISO27001:2022 certificate

The entire operation of Pihlajalinna Dextra has also been granted an information security management system certificate ISO/IEC 27001. The certificate covers operations in Pihlajalinna Dextra.

Coverage and scope of the ISO14001:2015 certificate

Pihlajalinna’s private health services, i.e. occupational health and medical centers and hospitals, are certified according to the ISO 14001 environmental management standard. You can find a list of certified places here.

Licences

Any Pihlajalinna unit providing private healthcare services has been licensed for the provision of healthcare services by an authorising body (section 4 of the Finnish Private Health Care Act (152/1990)).