Foundation Health Finland Oy
General Terms and Conditions of Service
Last updated: 15.1.2026
1. Scope of Application
These General Terms and Conditions apply to all agreements under which Foundation Health Finland Oy (“Foundation” or “FHF”), a company belonging to the same group, and/or the independent practitioners operating within its units (hereinafter each referred to as a “medical centre” or “practitioner”, and each individually as a “Service Provider”) provide and arrange healthcare services for consumers, companies, municipalities, or other private-, public-, or third-sector customers (“Customer”).
Healthcare services include, among other things, consultations and appointments; laboratory, imaging, and other diagnostic examinations; vaccinations and other medical procedures; as well as related support functions such as appointment scheduling and billing.
To the extent that the Customer is a consumer, these terms do not restrict those rights under the Finnish Consumer Protection Act that cannot be waived by agreement. If the service is provided partly or wholly on the basis of an agreement between the Service Provider and, for example, a municipality, insurance company, sports club, employer, or another third party, the user of the service is also referred to below as the “Patient”.
2. Contracting Parties and Responsibility for the Service
According to established practice, both employees and independent practitioners operate at the medical centre (Foundation). The medical centre independently provides services such as diagnostic tests and is responsible for, among other things, appointment scheduling and billing. The independent practitioners are not employed by the medical centre. Instead, the practitioner may carry out their activities either as an individual professional or through a legal entity. Physicians and other independent professionals providing services at Foundation typically act as independent practitioners.
What is stated in these terms regarding independent practitioners also applies to any companies operating within the medical centre whose services are provided by such independent practitioners who deliver medical services to the medical centre on a freelance basis. The Patient has a contractual relationship with Foundation Health Finland Oy, which is fully responsible for the patient relationship and the delivery of services to the Patient. The independent practitioner, however, remains responsible for their own medical activities and the obligations related thereto. Both parties maintain their own patient liability insurance in accordance with applicable insurance legislation (e.g. the Patient Insurance Act). Additional information on the contractual standing and responsibilities of the parties can be provided upon request.
Foundation ensures that the Customer’s subscription service package continues as agreed even in situations where the assigned physician is unable to work, for example due to illness or termination of contract. In such cases a new physician will be assigned to the Customer without undue delay.
The Customer may request a change of physician for a justified reason. Foundation will consider such requests insofar as possible, but cannot guarantee that a change can be accommodated in all circumstances.
3. Formation and Content of the Agreement
The Agreement is formed when the Patient and the Service Provider sign the service agreement.
4. Cancellation and Delay
This cancellation provision applies to individual appointment-based services. Termination of the Subscription Service is governed by the Foundation’s Subscription Service Agreement.
The Service Provider has the right to charge the Customer or Patient for the reserved service time if the service is not cancelled at least twenty-four (24) hours before the agreed appointment time (or within any separately notified exceptional cancellation period). If the Customer or Patient arrives late, the Service Provider is not obliged to extend the agreed appointment time or to begin a procedure that cannot be completed within the remaining time.
The Service Provider aims to see the Customer or Patient at the agreed time; however, due to the nature of healthcare services, the exact appointment time cannot be guaranteed. If the Service Provider is more than twenty (20) minutes late, the Customer or Patient has the right to cancel the appointment by notifying the Service Provider.
5. Prices
Services are charged in accordance with the price list in effect at any given time. The prices for preventive care and long-term care relationship services are determined by Foundation. The prices for acute consultations may vary depending on the attending physician. In addition to the price of treatment, examinations, or other services, an outpatient clinic fee (“service fee” or “office fee”) and the Kanta archive fee may be charged.
Due to the nature of healthcare services, it is not always possible to estimate in advance all examinations or procedures that may be medically necessary.
6. Terms of Payment
Unless otherwise agreed in writing, the Customer shall pay for the ordered services by invoice or by another method approved by Foundation, in accordance with the medical centre’s payment practices. The medical centre collects the fee both on its own behalf and on behalf of the independent practitioner, transferring the practitioner’s share to the practitioner. The medical centre is entitled to require advance payment.
The Customer must inform the Service Provider, before making an appointment and before receiving the healthcare service, if the Customer is insolvent or otherwise unable to pay for the service in the manner described above. The Service Provider is entitled to suspend its contractual obligations if there are grounds to suspect that the Customer will fail to fulfil their obligations under the Agreement. In the event of late payment, the Customer is obliged to pay interest on late payment in accordance with the Finnish Interest Act, as well as reminder and collection fees.
7. Customers Not Paying for the Service Themselves
If the Patient is not personally paying for the service, the Patient must clarify and confirm the payment arrangement when making the appointment in order to ensure smooth delivery of the service. If the third party indicated by the Patient is not liable to pay for the service, the Patient is responsible for the payment.
8. Patient Records and Confidentiality
The preparation, storage, and disclosure of patient records, as well as confidentiality obligations, are governed by the laws and regulations applicable to them.
9. Characteristics and Quality of the Service
The quality of healthcare services and any medical malpractice are determined in accordance with the Patient Injury Act. No specific outcome of the service can be guaranteed. Information provided on the company’s website or in other communications is for reference only and does not form part of the Agreement.
10. Handling of Feedback and Claims Related to the Service
In the event of any disagreement concerning the service, the Customer shall primarily contact the medical centre. The medical centre will, where necessary, forward the matter to the independent practitioner responsible for the treatment. If the disagreement concerns the medical activities of the independent practitioner, the matter will, where necessary, continue directly between the Patient and the independent practitioner. Claims under the Patient Injury Act are handled in accordance with the provisions of that Act. A complaint concerning healthcare services may be submitted, in accordance with applicable law, to the competent authority responsible for such matters.
The Patient Ombudsman may provide further information regarding patient injuries and complaint procedures. A complaint regarding the service may be submitted using the contact details provided on the invoice or by using the medical centre’s feedback and complaint form. Other claims must be made to the Service Provider without undue delay, and no later than two (2) weeks after the service event.
11. Force Majeure
The Service Provider is not liable for delays or other breaches of obligations caused by circumstances beyond the Service Provider’s reasonable control. Circumstances beyond the Service Provider’s control include, for example, strikes or other industrial action, fire, hospital-acquired infection as a cause of interruption or delay, illness of the attending professional, interruptions in electricity supply, telecommunications, or information systems, public-authority action, or any other comparable event that the Service Provider cannot reasonably eliminate.
12. Prohibited Conduct
The Subscriber and the User are responsible for ensuring that the Service is used solely for its intended purpose, in compliance with applicable laws and regulations, and otherwise in an appropriate manner. The User is responsible, among other things, for ensuring that none of the following occur:
- Use of incorrect or another person's personal data
- Violation of any person's privacy
- Transmission or introduction into the Service of any virus, malware or harmful code
- Disclosure or use of content that is offensive, defamatory, unlawful, inappropriate, or that infringes the rights of any third party
- Modification of the Service
- Disruption or obstruction of the Service
Each Subscriber and User shall be liable for any claims or damages presented against Foundation, its employees, or independent practitioners arising from the User’s actions or omissions.
13. Liability for Damages
The Patient or Customer is entitled to compensation for damage caused by activities for which the medical centre is responsible, unless the damage results from an impediment beyond the medical centre’s control which could not reasonably have been foreseen, and the consequences of which could not have been prevented. The independent practitioner is independently responsible, in accordance with the Patient Injury Act, for their own medical activities and any damages arising therefrom.
The Patient or Customer is not entitled to compensation for indirect or consequential damages unless such damage has been caused intentionally or by gross negligence.