Instructions for using the services

Instructions for physician’s appointments

Instructions for dentist’s appointments

Instructions for occupational health customers

You can book an appointment easily online.

Go to online appointment booking

You can also book an appointment conveniently in the OmaMehiläinen app.

Learn more about OmaMehiläinen

You can also contact our customer service by calling +358 (0)10 414 00 (local network rate/mobile charge). The service is available 24/7.

Call customer service (local network rate/mobile charge)

Please cancel at least 24 hours before the appointment.

If you fail to cancel an appointment or cancel it too late, you may be charged a fee.

In the case of psychotherapy services, the appointment must be cancelled 48 hours before the scheduled appointment.

You can cancel the appointment in any way you prefer

Please note that appointments made by phone or in person can only be cancelled through OmaMehiläinen or customer service.

Payment methods

At Mehiläinen, you also have the flexibility to use a variety of payment methods. Take a look at the different payment and financing services we offer and choose the one that suits you best.

Mehiläinen’s flexible payment methods

Hammas Mehiläinen payment methods

Prices

On the price list page, you will find comprehensive information regarding our pricing.

You can see the average physician’s fees in the price list . If you bring your Kela card to the clinic, the Kela reimbursement will be deducted from the final sum before you pay.

You can find the physician-specific prices in our appointment booking service under the physician’s information.

Go to the price list

Your opinion about our services is valuable and allows us to deal with any problems and develop our operations.

You can submit feedback or a complaint about Mehiläinen’s services as well as the services provided by a private practitioner working in Mehiläinen. Feedback and complaints regarding the services of a private practitioner are processed with the practitioner.

Please note that the feedback channel is not meant for recording sensitive personal, health and social data. We will process the feedback we receive in accordance with the privacy statement of Mehiläinen’s customer register.

For matters related to treatment, medical consultation, appointment booking or prescription renewal, we recommend contacting our appointment booking service by phone or using the OmaMehiläinen service. If you have a complaint concerning an invoice, please use the contact information shown on the invoice.

Go to the feedback page

Mehiläinen is constantly developing patient safety. For a long time, hygiene work and the prevention of hospital-acquired infections have been our key areas of development in all units. We also invest in medication safety through several development projects. Our various operating processes have been analysed from the perspective of patient safety, and equipment safety is monitored in accordance with the instructions of the authorities and manufacturers.

We continue to develop existing good practices. We have developed our practices that improve patient safety in accordance with other safety-critical industries, such as aviation.

Adverse events and close-call situations during treatment

With the help of event descriptions entered into the system by health care professionals working in Mehiläinen, we have been able to identify close calls and situations that undermine patient safety.

The collected information has then been utilised in the development of patient safety. In order to further develop our operations, we also ask our customers to report safety incidents.

This is how you report an adverse event or a close-call situation related to patient safety:

If you feel that a dangerous situation has occurred or nearly occurred in your own care or that of a relative

• Give feedback with your name or anonymously in our online service.
• If you submit your contact information, you will be informed of the progress of the matter.

Ordering patient records

In the OmaMehiläinen digital service or our free OmaMehiläinen app, you can see your appointment records, examination results, X-rays and MRI images. You can also print out your patient records and test results through OmaMehiläinen. You can log in to OmaMehiläinen by identifying yourself with your online banking credentials at oma.mehilainen.fi or by downloading the OmaMehiläinen app to your mobile device and logging in. Download the free OmaMehiläinen app from Apple App StoreExternal link or Google Play StoreExternal link.

In OmaMehiläinen, you can also view your other health information, book a doctor’s appointment or visit a doctor through the Digital Clinic to renew a prescription.

Learn more about OmaMehiläinen

Renewing a prescription at Mehiläinen is quick and easy. You can renew a prescription given to you by Mehiläinen in the way that best suits you.

The physicians always use their judgement when renewing prescriptions and, if necessary, they request that the patient visit the clinic before renewing the prescription. For example, medications that affect the central nervous system are not usually renewed without the physician having seen the patient.

Renewing a prescription with your phone

Go to OmaMehiläinen

Learn more:
The price of renewing a prescription at the Digital Clinic

Renewing a prescription in the OmaMehiläinen online service

Go to OmaMehiläinen

Learn more:
The price of renewing a prescription at the Digital Clinic

Renewing a prescription through a call request

You can call our customer service and ask for a physician to call you to renew your prescription. The physician can charge a fee for renewing the prescription.

You can pay for the prescription renewal by requesting that an invoice be sent to your home or by requesting the fee to be added to the price of the medication at the pharmacy.

Call customer service (local network rate/mobile charge)

You can book a call request for the specialist who treated you, including a physician, nurse or another health care professional.

Booking a call request

You can book a call request:

• online
• in OmaMehiläinen
• by calling our customer service
• at the clinic.

Go to appointment booking

Learn more about OmaMehiläinen

You can book a call request for the specialist who treated you in the OmaMehiläinen app or the online appointment booking service up to 60 days after your previous appointment.

Your call request can concern the following, for example:

• the results of an examination or laboratory test
• a situation where the symptoms are not alleviated despite treatment
• a situation where you have questions concerning the treatment or long-term medication.

Please note that if you wish to book an appointment, you should book an appointment online, in OmaMehiläinen or call the Mehiläinen customer service on +358 (0)10 414 00 (local network rate/mobile charge). The call request for a specialist is not intended for booking a new appointment.

Call customer service (local network rate/mobile charge)

Call request – When will you receive the call?

You can book a call request for a day of your choice. Our specialist will call you between 8 a.m. and 8 p.m. on the day you have chosen. The call will come from an unknown number.

Will the call involve a charge for me?

Physicians usually charge for all calls as private practitioners. The price is determined by the physician themselves.

How do I cancel a call request?

You can cancel a call request in the OmaMehiläinen service, by contacting our customer service on +358 (0)10 414 00 (local network rate/mobile charge) (open 24/7) or by sending us a message in the chat service of our online booking system.

See our instructions and additional information about using a service voucher.

Using a service voucher

Calling our service numbers is charged per minute.

• The price for calls to numbers starting with 010 is determined on the basis of the caller’s connection agreement.
• When calling by using a Finnish landline connection, the call is subject to a local network charge. When calling by using a mobile phone, the call is subject to a mobile charge.
• When calling from abroad, the price for calls to numbers starting with 010 is determined according to the local operator’s price list.

In matters related to a booked appointment, the OmaMehiläinen service and the service number +358 (0)20 33 4400 can also be used.

Acting on behalf of a minor

The minor’s legal guardian(s), legal representative or assistant may act on behalf of a minor. The guardian’s or representative’s details are recorded in the child’s information in the patient information system. An underage child can be added to the guardian’s family profile in OmaMehiläinen, in which case all of the child’s health information is displayed to the guardian in OmaMehiläinen.

Learn more about adding a family member to your profile

Acting on behalf of an adult

A person aged 18 or older who has legal capacity and is able to understand the significance of a power of attorney can authorise another adult to act on their behalf at Mehiläinen. The authorisation is made by means of a power of attorney, in which the rights of the representative to act on behalf of the grantor are recorded as carefully as possible.

Learn more about acting on behalf of another person

Bring the following to your appointment, examination or procedure:

• Kela card or
• an official ID or passport
• any previous medication and treatment information
• prescriptions
• possible home health monitoring information.

Remember to notify our staff of any allergies or other illnesses, prescription and over-the-counter medication or vitamins or herbal supplements that you use, or if you are pregnant or breastfeeding.

If your permanent address is abroad, you have a poste restante address or you are a citizen of another country, we will charge an advance fee of EUR 150. The advance fee is deducted from the total fees and any excess amount will be returned to you after the appointment.

Visiting with a child

If you are arriving for an appointment with a child who lives abroad, please bring with you the child’s Kela card, ID card or passport. When registering, you are asked to provide information about the parents or guardians as well as the phone number and address of the adult accompanying the child.

In some cases, the customer is not able to take responsibility for their own appointments. In that case, a family member can participate in the treatment.

When accompanying a family member to an appointment, you can prepare in advance.

Ask your family member if you should only accompany them to the clinic or if they also want you to have access to their health information. If your family member wants you to receive information about their health status, they can sign a form allowing you to handle matters related to their health at Mehiläinen’s clinic. The form is available at our clinics.

If the person who is ill is not able to participate in the planning of the treatment

• At the clinic, inform our staff of your family member’s allergies and illnesses, as well as any medications, vitamins or herbal products that they are using.
• If your family member’s performance or ability to express themselves is impaired because of a condition such as dementia, please tell our staff how they can best communicate with your family member.
• When your family member is sent home, you are informed about what medication they need to take. You can discuss how further treatment should be arranged and who to contact if you wish to check the treatment instructions later.
• If your family member uses several different medications at the same time, you can request that a physician assess their medication regularly or at least once a year. Sorting the medication in advance helps your family member take the right medication at the right time. You can place the medications into a pill organiser or ask the pharmacy staff to put them in pill pouches.

As an insurance customer, it is easy for you to use Mehiläinen’s services. You can book an appointment or simply come directly to the clinic.

Learn more about accessing our services with an insurance

Mehiläinen is one of the service providers for Kela's demanding medical rehabilitation. At Mehiläinen, rehabilitation is available in various therapies, as multidisciplinary individual rehabilitation, and as rehabilitation and adjustment training courses.

Read more about Kela's intensive medical rehabilitation at Mehiläinen (in Finnish)