Kela’s expert support team helps in the use of Kanta Services
How can I print out the prescription summary page from My Kanta Pages? How do I draw up an organ donation testament? Or when should I contact the health services directly?
The Kanta Services are still relatively new for many people, and therefore it is not surprising that they raise a lot of questions. An expert team working in Kela’s customer support answers the questions of citizens and social welfare and healthcare professionals concerning the Kanta Services. Citizens can ask questions by telephone and email and on an online form. Answers to many questions can also be found quickly in the frequently asked questions on Kanta.fi and on the Instructions page.
What are the most common questions asked of the customer support?
The contacts by citizens to the customer support team vary across the whole spectrum.
“We at technical support often end up with the most challenging questions. Citizens often have technical problems in the use of My Kanta Pages. Or they want to know, for example, how to order a repeat prescription or draw up a summary of prescriptions for printing out,” says Janne Kosunen of the ICT service in customer support.
Customer support is often contacted when information about a particular medical appointment is not shown in My Kanta Pages. These kinds of questions cannot be answered by Kela’s customer support as the staff is not able to access data that has been recorded in the citizen’s My Kanta Pages by the healthcare service.
“The healthcare service is responsible for the health data in My Kanta Pages, i.e. in these queries we have to ask the caller to contact the healthcare unit where they had the appointment. These situations are disappointing for the client when unfortunately we are unable to help,” Kosunen regrets.
The customer support is also often asked why a parent or guardian is unable to view the data of a child under 10 years of age. Viewing the data of a child is blocked, for example, if there is a shared care or control agreement on the care of the child.
“This data is retrieved from the Population Information System, which cannot be viewed by customer support. The information can be checked with the Local Register Office. If a parent or guardian is unable to view a child’s data in My Kanta Pages, the health data can be requested from the healthcare service,” Kosunen says.
How can I send feedback to the correct recipient?
Citizens’ queries usually concern the use of My Kanta Pages, and the customer support is able to give advice on this and help to resolve any problems. If necessary, the question will be forwarded to a certain expert within Kela in order to find an answer even to more specific questions.
If you wish to give feedback, it is forwarded to the people or experts the feedback applies to. “The experts receive the feedback, which will be added to the backlog of tasks to be worked on, especially if a particular issue is frequently raised in the feedback or queries,” Kosunen describes.
Support is also offered to social welfare and healthcare professionals
Social welfare and healthcare professionals and system suppliers can also contact Kela’s customer support. According to Kosunen, the subjects of queries also vary a great deal, but usually they concern joining the Kanta Services.
“How to join the Kanta Service, change situations resulting from joining, the impacts of changes within the organisation on Kanta Services, etc. Joining the service is definitely the biggest subject we receive questions on. Naturally, various fault situations are also in evidence in the queries: if a fault situation is ongoing, we will investigate it in cooperation with the healthcare professionals.”