Service Provider: Gubbe Sydänystävä Oy Released 3/2024. (Updated 3/2025)
Pursuant to Section 40 of the Act on the Organization of Social and Health Services, a private service provider must ensure the lawful performance of its duties by means of self-supervision, compliance with the contracts it has concluded and draw up a self-monitoring program.
Gubbe Sydänystävä Oy's self-monitoring program explains how our operations are controlled and how we monitor the services we produce:
The self-monitoring programme also explains how to correct identified deficiencies and improve operations.
This self-monitoring programme ensures that customers receive the services guaranteed to them by their fundamental rights, in a timely, equitable and accessible manner, with high quality and safety. The goal is achieved by ensuring good management, sufficient human resources, staff competence and smooth work processes. Success is ensured by monitoring and monitoring the quality and safety of services, as well as continuous development of processes.
The service provider is responsible for the proper functioning and the quality of the services it provides, as well as customer safety. Self-monitoring shall be carried out in the daily activities of the service provider and shall also include continuous monitoring of staff adequacy.
This self-monitoring program applies to 2024 and is updated on the website of the service provider every 4 months.
Gubbe Sydänystävä Oy is a company founded in 2018 and operates in Finland and Sweden. Gubbe Sydänystävä Oy provides comprehensive and preventive support services for elderly and disabled persons at home. The aim is to promote and maintain well-being and social security, reduce inequalities and promote inclusion, to secure on equal basis necessary, adequate and high-quality social services and other measures that promote well-being, to promote customer centrality and the customer's right to good service and treatment.
Our principles are prevention of loneliness, increasing activity and improving functional capacity in elderly and disabled people. The most important thing for us is safety, reliability and increased sense of relevance during our visits. Gubbe's mission is a happy and active life for our customers and to provide meaningful work for our staff — preventing exclusion and loneliness.
Gubbe's guiding values are: every person deserves to be happy, we believe in positive growth, we dare to take on big challenges, and our staff cherishes joy and respect for each other.
Our operating principles are:
We employ around 1000 assistants nationwide in Finland and around 20 employees in Gubbe's administration. Gubbe Sydänystävä Oy wants to be a pioneer in social and health care and a bold innovator, providing a workplace for people with a strong commitment to values and a high level of professionalism and pride to work at Gubbe.
Our operations are governed by laws and other regulations, as well as concluded service contracts and government instructions. Gubbe Sydänystävä Oy knows the regulations regarding activities and tasks and monitors changes in them. We ensure that our staff are familiar with the most important regulations for operations and their own work.
We provide support services for private clients, welfare districts and municipalities in accordance with the Social Welfare Act (2014/1301, Section 19) of the Social Welfare Act (2014/1301, Section 19), as well as personal assistance in accordance with Section 9 of the Disability Services Act (675/2023). The needs of our customers of the Home Care Support Service are meal, clothing and cleaning services in accordance with Section 19 of the Social Welfare Act, as well as services that promote social interaction.
Gubbe Sydänystävä Oy provides domestic service support services and personal assistance to private customers and the public sector (municipalities, cities and welfare areas) that are taken to the customer's home by a Gubbe assistant. The laws governing the services are the Social Welfare Act, the Act on the Status and Rights of the Social Care Client, and the Disability Services Act. The idea is based on specific laws concerning the sector, such as the Disability Services, Developmental Disability Care and Elderly Services Act.
The client base consists mainly of elderly or disabled people who benefit from private support services, personal assistance or are already covered by home care services in the welfare area.
Support services create and maintain conditions in the customer's home so that they can perform activities that are part of everyday life as independently as possible and can receive content that produces well-being in their lives. Gubbe arranges support services according to a person's individual needs: meals, clothes maintenance, cleaning, business services and services that promote or support inclusion and social interaction. (Section 19 of the Social Welfare Act)
With personal help, essential assistance is provided in those (ordinary life) matters that the client is unable, in whole or in part, to do on his own due to an injury or illness. As a personal assistance, Gubbe organizes the necessary assistance at home and outside the home according to the individual need of a disabled person: in daily activities, work and study, hobbies, social participation and maintenance of social interaction. (Act on services and support measures on the basis of disability, section 8c)
In Gubbe Sydänystävä Oy's social services, service production is partly carried out through public procurement through tenders. At the tender stage, a summary and service description of the requirements and conditions of the call for tenders are drawn up, on the basis of which a decision is made on participation in the procurement. In the monitoring of contract compliance during the contract period, the tools for self-monitoring of social services are in line with the general requirements of the sector.
During the contract period, the monitoring of compliance with the contracts is primarily the responsibility of the responsible person of each operating unit. In order to comply with and ensure compliance with the agreements, we have regular meetings with our contractual partners and provide them with monitoring data and reports.
The welfare district, acting as the purchaser of the services, makes an assessment of the need for services and provides social services to customers based on an assessment of the individual need for services. As a social service, Gubbe provides support services and personal assistance for some of the welfare areas. The agreements concluded with the welfare regions agree on more detailed conditions regarding the availability of each service during the contract period.
Gubbe has extensive resources of support services, thanks to which we are able to develop operations to meet the needs of both wellness areas and customers.
In the social services provided by Gubbe, customers are people whose own ability to function is generally impaired. From this point of view, low staff turnover is very important. Knowledge of customers and their needs contributes to the achievement of the objectives of supporting operational capacity. Thanks to our extensive support service resources, we are able to ensure the lowest possible turnover for our customers.
The planning and implementation of services ensures that the service chains are smooth. This includes the service relationship as well as the continuity of the interaction involved. The continuity of the flow of information between Gubbe SydänOy and the welfare area is ensured by the fact that information about the service user is continuously transferred from one system of different service providers to another.
Self-monitoring ensures that safety and quality factors of services are taken into account at all levels. The management and operational system operates in a proactive and self-directed manner, meeting legislative requirements. We carry out systematic work that supports a high-quality and safe service package, cooperation between different professional groups and the development of operating methods. Self-monitoring ensures continuous development of operations and regular assessment of operational risks.
The security of the service consists of customer safety, occupational safety and information security and protection.
Customer safety consists of treating the customer with dignity, whereby his privacy and beliefs are respected. Customer safety is also about minimizing the risk of accidents to the customer, to which service visits pay attention to, for example, housing safety such as fire safety and accessibility assessment and the use of necessary aids. Staff familiarity and competence are an important part of customer safety.
Occupational safety is ensured by knowledge of the operation. As part of occupational safety and health, an assessment of occupational hazards and risks is carried out annually. It is self-monitoring aimed at identifying and preventing accidents and incidents, planning and implementing corrective measures, and supporting well-being at work. Safety competence is part of the induction and continuous training.
Data protection is a fundamental right of everyone that ensures the realization of a person's rights and freedoms in the processing of personal data. Information security is one of the means of implementing data protection. Its purpose is to protect data sets and information systems. At Gubbe, information security is part of customer safety and quality management.
The Data Protection Commitment (a personal commitment to confidentiality, security and company policies) is part of the employment contract of every person working at Gubbe. Information security issues are part of the orientation programme for all professional groups. Each employee undertakes data protection and security trainings that provide guidelines for everyday information security practices.
Systematic quality management is an integral part of Gubbe's management and operations system. Customer experience and customer satisfaction are at the heart of the quality of operations. Monitoring the effectiveness of the service is also one measure of quality assessment. We can provide high-quality and high-quality service when the competence and well-being of our staff are at a high level.
Customers, as well as possibly from their relatives, are regularly collected through a customer satisfaction survey and they are encouraged to give feedback directly also through an open feedback channel. Feedback is processed jointly and activities are actively developed on the basis of feedback.
The content of the service received by the customer must meet the customer's needs, which we ensure by monitoring the smoothness and flow of the service processes in daily operations using a management and operational system and we address complaints immediately and any risk factors that compromise quality at a low threshold. Information security and data protection are provided in the company's internal guidelines and in the privacy policy. Each employee signs a non-disclosure agreement as part of his employment contract, and in-house training is regularly held on this topic. The plan is to monitor the implementation of the secure operating method on the basis of an audit conducted by the Data Protection Officer periodically.
Gubbe's support services regularly collect targeted monitoring data for the purpose of assessing effectiveness. The evaluation of the effectiveness of the service measures, among other things, physical, psychological and social functioning. Meters such as 15D©, EQ-5D-5L and NPS (Service Satisfaction) are used. In addition, the feeling of loneliness, the risk of falling, the amount and quality of physical activity and the general well-being of the client are investigated.
We ensure the suitability and competence of our staff through training and training so that we can deliver a high level of service to our customers. Well-being personnel is the cornerstone of quality operations, which we invest in through quality management and working methods that support well-being at work. We are in close contact with the staff, we support them in their work by offering knowledge reinforcement and safe ways of doing work. Employee job satisfaction is regularly monitored through personnel surveys, the results of which are discussed together with the staff and the necessary development measures are carried out.
The goal of personnel planning is that the right number of suitable people are always employed in the right positions in the service units. Personnel planning ensures that departments have at their disposal the appropriate amount of skills they need and anticipates the need and costs of staff development. As a rule, Gubbe assistants are trained internally for their job duties. The suitability and reliability of the applicant for the job is assessed through an interview. Adequacy of staff is ensured by extensive human resources (Gubbe Register).
The responsible person of the operating unit is responsible for monitoring the implementation of Gubbe SydänOy's self-monitoring program and sourcing the necessary resources for the operating units. The responsible person participates in external supervision meetings and acts as a liaison with the authorities. The responsible person shall ensure that the self-monitoring plan of the operating units has been drawn up.
The self-monitoring plan covers the entire service line of support services and is followed at each service point. The customer managers of the service point are responsible for the implementation of self-control in the units. The self-monitoring program and plan are publicly visible on the company's website and on the staff's intranet and are regularly updated including the development activities that have been carried out within the self-control.
Risk management is part of the normal operation of the service desk. Risk assessment is carried out both at the individual level in daily work and in the decision-making of managers, at all levels of organization. The risks of operations are constantly assessed. Predictive risk assessment is part of continuous operational development at the unit, regional and organisational level. It is the responsibility of management and/or the senior person of the unit to decide which risks are acceptable and what measures are required to eliminate or reduce the risks and bring them to an acceptable level.
The risk management plan will agree on policies to identify risks and critical work steps. Risk management focuses on the identification, prevention and correction of risks and deficiencies, risk management systems and procedures, and describes the division of risk management tasks. Risk management functions as the process of implementing self-control and is focused on all aspects of self-control.
The aim of the service is to promote and maintain well-being and social security, reduce inequalities and promote inclusion, to secure on equal basis necessary, adequate and high-quality social services and other measures that promote well-being, to promote customer centrality and the customer's right to good service and treatment. Gubbe's mission is to provide customers with a happy and active life and to provide meaningful work for young people and adults — preventing exclusion and loneliness.
The values that guide Gubbe's activities are:
Ensuring equality of services is a fundamental issue, which is also the responsibility of every employee. We support the inclusion and diversity of our clients and respect the diversity of individuals regardless of age, gender, nationality, language, religion, belief, sexual orientation, political opinion and other personal reasons. We treat each customer as an individual, we design a service package together. With the client starting from his or her individual needs and we strive to enable each client to have their own look of active and happy life with our help.
We involve our clients in making service plans, everyday chores and community activities.
In induction and continuing education, we take into account issues related to equality and support our staff to implement these in everyday life for every resident.
We follow the feedback collected from customers and their loved ones, try to identify development targets related to the realization of equality and take measures if necessary.
The service-specific self-monitoring plans of Gubbe's support services describe in concrete terms how to remedy the identified problems. The person responsible for service production is ultimately the responsibility of the person responsible for service production to address the deficiencies identified in the availability, continuity, safety and quality of services, as well as in the equality of customers. Each designated customer responsible/service manager at the service desk is responsible for the operation of his or her area and, in the role of foreman, is obliged to address risks and deficiencies in the service or occupational safety. Customer responsibles/service managers report deficiencies to the responsible person on a regular basis as part of the self-monitoring program.
Complaints that substantially endanger customer safety, events, damages or incidents that seriously jeopardize customer safety, as well as other deficiencies that Gubbe SydänOy has not been able or is not able to correct through self-control measures shall be immediately reported to the welfare area or the supervisory authority.
A procedural guide to the fulfilment of the reporting obligation for staff is included in the self-monitoring plan and the briefing.
Gubbe SydänOy's social services self-monitoring program is published on the company's website. www.gubbe.com. The website also publishes the observations based on the monitoring and the measures to be taken on the basis of them.
A bulletin is published quarterly on self-monitoring and measures in Gubbe's support services and Gubbe's personal assistance. Once a year, a broader bulletin on self-monitoring, measures and development measures for the following year is published.
Customer feedback has been collected anonymously through a customer satisfaction survey, written by e-mail and orally by telephone during the first trimester.
Personnel feedback has been collected anonymously through a staff satisfaction survey, written e-mail and orally by telephone during the first trimester.
Customer feedback has been collected anonymously through a customer satisfaction survey, written by e-mail and orally by telephone during the second trimester.
Staff feedback has been collected anonymously through a staff satisfaction survey, in writing via e-mail and by telephone during the second trimester.
Customer feedback has been collected anonymously through a customer satisfaction survey, written by e-mail and orally by telephone during the third trimester.