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

Quality certificates

Pihlajalinna private clinics, hospitals and dental clinics, Ikipihlaja homes and Uniikki special care units have been granted the ISO 9001 certification for quality. You can find a list of certified clinics here. Pihlajalinna Dextra has also been granted the ISO/IEC 27001 certification for information security management.

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)).