Dissatisfaction with care: filing an objection or a complaint in health care

If you are dissatisfied with the care given to yourself or to a family member:

1. Discuss the matter at the care facility.
2. File a written objection with the care facility.
3. File a complaint with the relevant Regional State Administrative Agency (or, if the person in question died or sustained a severe and permanent injury, with Valvira). 

1. Discuss the matter at the care facility

The principal course of action in case of any irregularities in care is to discuss the matter at the care facility. You can talk to the employee providing the care or to their supervisor. This is the quickest way to investigate the case.

You may also contact the patient ombudsman if you need advice or assistance in handling the case.

If the discussion does not help, the next step is to file a written objection with the care facility.

2. File a written objection

Write an explanation of the issue about which you are filing an objection. Be as clear as possible. Explain in detail when and where the incident occurred. You may write a freeform objection, or you may use the form provided, which can usually be found on the website of the care facility.

Send the objection to the manager in charge of health care at the care facility. The manager is obliged to investigate the matter and to respond to you in writing. The response will be returned in about one month.

If you are not satisfied with the response, you may file a complaint with the Regional State Administrative Agency.

3. File a complaint with the Regional State Administrative Agency (or, in special cases, with Valvira)

The majority of complaints regarding care should be filed with the relevant Regional State Administrative Agency. Instructions on how to file a complaint to the Regional State Administrative Agency can be found under ‘Enforcement and reporting violations’ (avi.fi).

You should file a complaint with Valvira only if you suspect that malpractice has led to the death of a patient or severe and permanent injury. You may file a complaint in the health care e-transaction service (valvira.fi), on a complaint form (valvira.fi, pdf) or as a freeform complaint. If you send your complaint to Valvira and Valvira has to refer it to the Regional State Administrative Agency, this will significantly delay the processing of the complaint.