Regional self-supervision plan monitoring reports
The FSHS monitors the implementation of the self-supervision plan and reports on activities and the changes to be made based on them every four months.
See the reports in the drop-down boxes that open up below.
Reports for the period 1 May 2024–31 August 2024
FSHS Central 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS Central (FSHS Hämeenlinna, FSHS Seinäjoki, FSHS Tampere – Tulli ja FSHS Tampere – Hervanta)
Time period
1 May 2024–31 August 2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Challenges in recruiting general practioners.
Availability of personnel during times of high demand.
Corrective action
Continuous improvement measures.
Use of remote service staff.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Treatment of clients.
Complaints about invoices.
Cancelling appointments.
Access to care.
Being heard.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Consideration given to a person’s special needs.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Inefficient communication / information flow.
Shortcomings in practices.
Risks in the work environment.
Corrective action
Improvements and adherence to instructions.
Changes to practices.
Improvements in collaboration.
Improvements in staff training and communications.
FSHS East 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS East (FSHS Joensuu, FSHS Jyväskylä, FSHS Kuopio, FSHS Mikkeli)
Time period
1 May 2024–31 August 2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Availability of personnel during times of high demand.
Corrective action
Continuous improvement measures.
Use of remote service staff.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Cancelling appointments.
Access to care.
Consideration given to a person’s special needs.
Patient document entries.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Access to care
Feedback regarding partner units.
Consideration given to a person’s special needs.
Patient document entries.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Inefficient communication / information flow.
Inadequate training or introduction, skills.
Corrective action
Improvements and adherence to instructions.
Improvements in staff training and communications.
FSHS North 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS North (FSHS Kajaani, FSHS Kokkola, FSHS Oulu, FSHS Rovaniemi)
Time period
1 May 2024–31 August 2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Challenges in recruiting general practioners.
Availability of personnel during times of high demand.
Corrective action
Continuous improvement measures.
Use of remote service staff.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Treatment of clients.
Complaints about invoices.
Access to care.
Accessibility of treatment.
Feedback regarding partner units, reciprocal use unsuccessful.
Being heard.
Patient document entries.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Consideration given to a person’s special needs.
Being heard.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Inefficient communication / information flow.
Inadequate training or introduction, skills.
Errors related to medication.
Shortcomings in practices.
Risks in the work environment.
Corrective action
Improvements and adherence to instructions.
Changes to practices.
Improvements in collaboration.
Improvements in staff training and communications.
Ensuring the proper functioning of equipment.
Improvements to instructions.
Changes to the method of use.
FSHS South 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS South (FSHS Espoo, FSHS Helsinki – Töölö, FSHS Helsinki – Malmi, FSHS Kouvola, FSHS Lahti, FSHS Lappeenranta)
Time period
1 May 2024–31 August 2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Challenges in recruiting general practioners.
Availability of personnel during times of high demand.
Corrective action
Continuous improvement measures.
Use of remote service staff.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Treatment of clients.
Complaints about invoices.
Cancelling appointments.
Access to care.
Accessibility of treatment.
Feedback regarding partner units, reciprocal use unsuccessful.
Being heard.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Accessibility of treatment.
Being heard.
Patient document entries.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Inadequate training or introduction, skills.
Shortcomings in practices.
Risks in the work environment.
Corrective action
Improvements and adherence to instructions.
Changes to practices.
Improvements in staff training and communications.
Ensuring the proper functioning of equipment.
FSHS West 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS West (FSHS Pori, FSHS Rauma, FSHS Turku, FSHS Vaasa)
Time period
1 May 2024–31 August 2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Availability of personnel during times of high demand.
Demand exceeds the planned personnel resource.
Corrective action
Continuous improvement measures.
Use of remote service staff.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Complaints about invoices.
Failure in being registered for the call-back service.
Cancelling appointments.
Accessibility of treatment.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Patient document entries.
Access to care.
Consideration given to a person’s special needs.
Being heard.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Inefficient communication / information flow.
Errors related to medication.
Shortcomings in practices.
Corrective action
Improvements and adherence to instructions.
Improvements in collaboration.
Ensuring the proper functioning of equipment.
FSHS digital and remote services 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS’s digital and remote services
Time period
1 May 2024–31 August 2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Availability of personnel during times of high demand.
Demand exceeds the planned personnel resource.
Corrective action
Continuous improvement measures.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Treatment of clients.
Failure in being registered for the call-back service.
Electronic service channel (chat) too busy.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Treatment of clients.
Patient document entries.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Inefficient communication / information flow.
Inadequate training or introduction, skills.
Shortcomings in practices.
Corrective action
Improvements and adherence to instructions.
Changes to practices.
Improvements in staff training and communications.
Reports for the period 1 January 2024 to 30 April 2024
FSHS Central 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS Central (FSHS Hämeenlinna, FSHS Seinäjoki, FSHS Tampere – Tulli ja FSHS Tampere – Hervanta)
Time period
1.1.2024–30.4.2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Funding-based staff numbers inadequate in relation to student numbers and demand.
Recruitment challenges.
Corrective action
Continuous improvement measures.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Treatment of clients.
Complaints about invoices.
Cancelling appointments.
Access to care.
Accessibility of treatment.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Access to care.
Accessibility of treatment.
Consideration given to a person’s special needs.
Being heard.
Patient document entries.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Inefficient communication / information flow.
Inadequate training or introduction, skills.
Errors related to medication.
Shortcomings in practices.
Corrective action
Improvements and adherence to instructions.
Changes to practices.
Improvements in collaboration.
Improvements in staff training and communications.
FSHS East 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS East (FSHS Joensuu, FSHS Jyväskylä, FSHS Kuopio, FSHS Mikkeli)
Time period
1.1.2024–30.4.2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Funding-based staff numbers inadequate in relation to student numbers and demand.
Recruitment challenges.
Corrective action
Continuous improvement measures.
Use of remote service staff.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Complaints about invoices.
Feedback on availability.
Cancelling appointments.
Access to care.
Feedback regarding partner units, reciprocal use unsuccessful.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Consideration given to a person’s special needs.
Patient document entries.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Inefficient information flow.
Shortcomings in practices.
Risks in the work environment.
Corrective action
Improvements and adherence to instructions.
FSHS North 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS North (FSHS Kajaani, FSHS Kokkola, FSHS Oulu, FSHS Rovaniemi)
Time period
1.1.2024–30.4.2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Funding-based staff numbers inadequate in relation to student numbers and demand.
Corrective action
Continuous improvement measures.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Access to care.
Accessibility of treatment.
Consideration given to a person’s special needs.
Being heard.
Patient document entries.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Access to care.
Accessibility of treatment.
Consideration given to a person’s special needs.
Being heard.
Patient document entries.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Shortcomings in practices.
Risks in the work environment.
Inadequate equipment.
Inefficient communication / information flow.
Inadequate training or introduction, skills.
Corrective action
Improvements to instructions.
Staff training.
Changes to practices.
Improvements in collaboration.
Ensuring the proper functioning of equipment.
FSHS South 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS South (FSHS Espoo, FSHS Helsinki – Töölö, FSHS Helsinki – Malmi, FSHS Kouvola, FSHS Lahti, FSHS Lappeenranta)
Time period
1.1.2024–30.4.2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Funding-based staff numbers inadequate in relation to student numbers and demand.
Recruitment challenges.
Corrective action
Continuous improvement measures.
Use of remote service staff.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Availability and accessibility of treatment.
Customer fees.
Consideration given to a person’s special needs.
Being heard.
Treatment delays.
Service guidance.
Patient document entries.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Availability and accessibility of treatment.
Customer fees.
Consideration given to a person’s special needs.
Being heard.
Treatment delays.
Service guidance.
Patient document entries.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Shortcomings in practices.
Risks in the work environment.
Inadequate equipment.
Inefficient communication / information flow.
Inadequate training or introduction, skills.
Corrective action
Improvements to instructions.
Improvements in staff training..
Changes to practices.
Improvements in collaboration.
Ensuring the proper functioning of equipment.
FSHS West 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS West (FSHS Pori, FSHS Rauma, FSHS Turku, FSHS Vaasa)
Time period
1.1.2024–30.4.2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Funding-based staff numbers inadequate in relation to student numbers and demand.
Recruitment challenges.
Corrective action
Continuous improvement measures.
Use of remote service staff.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Complaints about invoices.
Electronic service channel (chat) too busy.
Cancelling appointments.
Access to care.
Being heard.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Consideration given to a person’s special needs.
Being heard.
Corrective action
Corrective action taken and guidelines changed as required.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Errors related to medication.
Shortcomings in practices.
Risks in the work environment.
Corrective action
Improvements and adherence to instructions.
Improvements in staff training and communications.
FSHS digital and remote services 1 May 2024–31 August 2024 (click to open)
Regional service unit
FSHS’s digital and remote services
Time period
1.1.2024–30.4.2024
1) Availability of services
(Processing times and/or access to services/care within the statutory time limits in line with customers’ needs and in a timely manner.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Failure to provide access to GP appointments within the time limit stipulated in the care guarantee.
Corrective action
Changes in practices to improve the situation.
2) Adequacy of staffing
(Staffing; the number of staff relative to customer numbers and demand for services.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Funding-based staff numbers inadequate in relation to student numbers and demand.
Recruitment challenges.
Corrective action
Continuous improvement measures.
3) Customer feedback
(Feedback submitted on the website and NPS feedback.)
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Treatment of clients.
Complaints about invoices.
Failure in being registered for the call-back service.
Electronic service channel (chat) too busy.
Corrective action
Solved on a case-by-case basis.
4) Objections, complaints and reports of inadequacies
Monitoring performed by the unit
Nothing to report.
What shortcomings have been observed
Nothing to report.
Corrective action
Nothing to report.
5) Incident reports
Monitoring performed by the unit
Monitoring and regular reporting to the Regional Management Team.
What shortcomings have been observed
Inefficient communication / information flow.
Inadequate training or introduction, skills.
Shortcomings in practices.
Corrective action
Improvements and adherence to instructions.
Changes to practices.
Improvements in collaboration.
Improvements in staff training and communications.
Ensuring the proper functioning of equipment.
Improvements to instructions.
Changes to the method of use.