Digital health care services
Use of the social welfare and health care customer portal Maisa and the online care needs assessment service Omaolo has increased. However, not all Maisa messages are answered within the target time, and some of the Maisa shortcomings reported by customers have not been corrected.
The goal of the assessment
The main question of the evaluation was whether digital health care services have been developed in line with the policies of the City and the Social Services, Health Care and Rescue Services Division. This was examined by assessing whether the customer portal Maisa and the Omaolo service have been developed in line with the policies of the City and the Social Services, Health Care and Rescue Services Division, and whether the common service paths between basic health care and specialist care have been streamlined using digital services. The evaluation also took into account the objective of ensuring that residents have the possibility to access services in other ways than digitally, if necessary. Maisa is the customer portal for the Apotti customer and patient information system. Omaolo is a nationwide online service for assessing the need for services and care in social welfare and health care. The evaluation was mainly limited to health stations and psychiatric services.
Conclusions
Digital health care services have been partly developed in line with the policies of the City and the Social Services, Health Care and Rescue Services Division. The use of Maisa has increased, but not all messages are answered within the target time. Customer feedback has been collected on the Maisa service and used in its development. The numbers of Omaolo symptom check-ups and users have increased, almost all check-ups have been processed within the deadlines and the service has been developed based on feedback. However, the full range of services offered by Omaolo has not yet been used to the extent intended. The objective of streamlining joint service pathways between basic and specialist health care has largely been left uncompleted, and no digital pathway for a single disease or treatment is fully completed. Residents are guaranteed the possibility to access health services in a non-digital way.
Recommendations of the Audit Committee
The Social Services, Health Care and Rescue Services Division must
- take measures to ensure that all clients receive a reply to their Maisa messages within the promised deadline.
- take measures to address the recurring problems with Maisa reported in client feedback, such as the findability of the information and using the service on behalf of a minor, within the framework facilitated by legislation.
- direct health care clients to use the digital or other service channel that best suits their needs.
- ensure that health care professionals know which digital channel or other means of communication to use with the client in each case.
- continue the digitalisation of joint service paths between basic health care and specialised care.