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In total, Helsinki’s social and health care services reported over 24 million contacts through the Maisa client portal and recorded the following physical service encounters: 3.7 million home care visits 1.6 million care days in long-term elderly care 1.
4 million nurse appointments at health centres 875,000 doctor appointments at health centres 480,650 dental care visits 795,000 care days in mental health housing services 743,400 care days in homeless services 306,000 care days in disability services housing 296,500 visits to maternity and child health clinics 273,000 outpatient psychiatric care visits 18,400 adult social work clients 53,000 emergency medical responses and 8,000 rescue missions Clients rated the services favourably, with a net promoter score of 64, up significantly from the previous year. Staff also expressed high confidence, with 79% stating they would recommend the city as an employer. Feedback highlighted a sense of purpose, strong teamwork, and fair leadership.
Managers received praise for their supportive approach and consistent communication. In 2024, Helsinki launched several new facilities and programmes, including the Helsinki Diabetes Centre, the Mieppi mental health service in the city centre, and the Siltamäki support unit for disability services. New models were also introduced, such as digital follow-up care for gestational diabetes and a family care model for elderly residents.
The city eliminated queues in dental services and improved mental health care for young people. Mobile nurse services helped reduce emergency calls and hospital visits among elderly residents. The year was marked by tight financial conditions.
Helsinki’s restructuring plan saved €70 million by reducing the use of leased office space, cutting outsourced labour, raising client fees to national averages, and launching financial training for all staff. “We are committed to securing essential services for Helsinki residents under all conditions, despite financial constraints,” said Juha Jolkkonen , head of the city’s social, health and rescue division. “We have made considerable progress in improving services while curbing spending.
The city continues to emphasise user experience in service development. Feedback is collected daily, and a public survey in October 2024 drew wide participation. Respondents highlighted the importance of affordable, high-quality and quickly accessible services.
Location and ease of access were also central, with many preferring multi-service points staffed by familiar professionals. Evening appointment availability was a key request. Half of respondents prefer digital services when physical visits are unnecessary, though the same number said they would always rather visit in person.
There were calls for clearer digital interfaces, particularly in the Maisa portal. “Residents’ voices continue to guide our development. Their feedback directly shapes our future service strategy and how we deliver support — in person, online, and across all platforms,” Jolkkonen said.
HT.
