Contacting services in the Sata area will become even easier at the beginning of October, when the first-line operating model will expand to include customer service, the elderly services memory clinic, laboratory services, and billing.
The frontline provides advice, customer and service guidance, assessment of care and service needs, and assistance with appointment bookings and changes. The goal is to forward the customer's case to the right service based on the first contact.
Changes to contact methods from the beginning of October
In the future, customers can contact the first line through digital channels or by phone. The goal of the change is to make it easier to contact, especially when the customer does not know which service they should contact.
For example, the first line of billing helps in situations where the customer does not have an invoice or contact information to contact. If the customer already has an invoice, the contact information on it should be used. In this case, for example, questions related to payment plans, due date transfers and payment caps can be answered directly by the right expert. Please note that the first line of billing cannot resolve complaints related to an invoiced visit or service, but should be contacted using the contact information on the invoice or the unit that provided the service.
– You can contact customer service when you don't know where to seek help or a service. Customer service helps you find the right place to contact, directs you to a suitable service and advises you on the use of digital services, says Customer Service Manager Tapani Toiviainen.
The customer guidance number for elderly services will remain unchanged and will also serve all families providing care, regardless of the age of the person receiving care. In the future, reservations for statutory holidays for family care in short-term units for the elderly will be handled through the customer guidance for family care. A separate telephone number will be opened for customer guidance for geriatric outpatient clinics, or memory clinics. The number will provide advice and guidance to people over 65 years of age in matters related to memory, and it can also be used to assess the need for memory tests. The service is intended for both customers and professionals.
This is how you do business digitally
From the beginning of October, more and more services can also be connected digitally.
Digital laboratory appointment booking is the easiest and fastest way to book, reschedule or cancel an appointment. You can view available times online and make an appointment when it suits you best. You can find laboratory appointments in the Sata app. If you do not have access to bank codes or a mobile certificate, you can book an appointment digitally at https://sata.vihta.com/ (siirtyy uudelle sivulle)A referral is always required for a laboratory.
From the beginning of October, you can also send a non-urgent message via the Sata app to billing and memory clinics. You can send the message when it suits you best. A professional will respond to your message within 1–3 business days, and the matter will primarily be handled in the same service channel. You can contact customer service via the chat in the Sata app.
If you do not have access to bank codes or a mobile certificate, you can leave an anonymous contact request on our website. The form will be available at memory clinics from the beginning of October.
This is how you do business by phone
New centralized service numbers for customer service, elderly services memory clinics, and billing will be implemented starting Thursday, October 1.10. The new centralized service number for laboratory services will be implemented starting Monday, October 5.10.
At the same time, the phone numbers previously used in the services will be removed from the website. Current customers of the services can still contact their own employee and use the contact information provided to them.
In the future, new contacts will be directed through the following service numbers:
- Customer service tel. 044 707 8457 (open weekdays 7 am-18 pm, other times 9 am-16 pm)
- Laboratory tel. 044 707 8459 (open 8 am–15 pm. Callback requests can be left between 8 am and 10 am)
- Invoicing tel. 044 707 8454
- Elderly Services Memory Clinics tel. 044 707 8458
- Advice and guidance for elderly services, including informal care customer guidance, tel. 044 701 0328 (dial 1 to access informal care customer guidance)
The minimum opening hours for all first lines are 9 am to 15 pm on weekdays.
The aim of the reforms is to make finding help and services easier than before. The goal is for customers to receive the advice, guidance or service they need as quickly as possible with a single contact. The development is being implemented as part of the Sitra-funded Scaling of Customer Guidance Operating Model in Satakunta project.