Frequently asked questions

Here you can find answers to most frequently asked questions about Maisa. Hopefully you’ll find this section helpful!

If you don’t find an answer to your question, please contact your own social care or health care unit or service provider.

 

What is Maisa and what activities are available?

Maisa is the shared social care and health care client portal of HUS Group, the city of Helsinki and the Uusimaa wellbeing services counties that use the Apotti client and patient system. In the Maisa portal you can:

  • book appointments
  • view upcoming events, for instance scheduled visits
  • prepare for your appointment, for instance a doctor’s visit
  • fill in different questionnaires, such as symptom questionnaires
  • attend remote appointments via video connection
  • view test results, such as laboratory and imaging test results
  • communicate with your providers.

You can use Maisa with a web browser or a mobile application.

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Maisa is available for everyone aged 10 and older residing in the HUS area, in Helsinki, in the wellbeing services county of Vantaa and Kerava or in Kauniainen (as part of the wellbeing services county of West Uusimaa).

Additionally Maisa is available for:

  • Persons who do not live the HUS area but are clients or patients in social care or health care services of HUS, Helsinki, Vantaa and Kerava wellbeing services county or Kauniainen.
  • Persons who do not live the HUS area but whose underage child is a client or patient in social care or health care services of HUS, Helsinki, Vantaa and Kerava wellbeing services county or Kauniainen, can act on behalf of their child in Maisa.
  • Persons who do not live the HUS area but are acting on behalf of a person who is a client or patient in social care or health care services of HUS, Helsinki, Vantaa and Kerava wellbeing services county or Kauniainen, can act on behalf of this person in Maisa.

See also: What does proxy access mean?

Does the Maisa portal have age restrictions?

Anyone aged 10 and older who is a client or patient in social care or health care services of HUS, Helsinki, Vantaa and Kerava wellbeing services county or Kauniainen, can sign up for Maisa.

Logging in to Maisa requires the means for strong electronic identification, i.e. online banking codes, mobile certificate or a citizen certificate stored on an ID card.

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You need a computer or a mobile device and an internet connection to use Maisa. Maisa is compatible with Google Chrome, Microsoft Edge, Firefox and Safari browsers. Maisa is not compatible with Internet Explorer. Maisa functions best with the most recent browser versions.

The Maisa mobile app is available both for Android and iOS. The mobile device needs to have iOS 14.0 or a newer version or Android 7.0 or a newer version installed.

In order to use Maisa you need to accept the terms of use.

See also: I didn’t accept the terms and conditions and cannot log in to Maisa. What should I do?

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Sign up for Maisa at www.maisa.fi or download the Maisa application from your app store (Apple AppStore, Google Play store).

You’ll need to use strong identification to log in to Maisa, such as online banking codes, mobile certificate or an electronic citizen certificate of a personal identity card.

When signing up for Maisa, remember to define your notification settings in order to receive the notifications of your choosing, such as a notification about a new message or new test results.

See also: What do the notification settings define? How can I edit my notification settings?

See also: I didn’t accept the terms and conditions and cannot log in to Maisa. What should I do?

Below you will find instructions to get started with Maisa either using a computer or a mobile device.

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You’ll get notifications via Maisa about current events, for instance about new test results, upcoming appointments, new messages from providers and social care decisions.

Please check your notification settings and enabled notifications – otherwise you will not receive notifications, for instance, about new messages or reminders about upcoming appointments. To modify your notification settings, go to Account Settings -> Notifications.

If you wish to give the Maisa app permission to send push notifications to your device, enable notifications in the device settings.

After you have enabled notifications, you will receive them via e-mail and/or SMS or as mobile app push notifications, as you wish. If you don’t wish to receive notifications, you can disable them. Please note that it is not possible to disable notifications about changed contact information or proxy authorisation notifications.

See also: How can I edit the mobile application notifications?

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You can access Maisa either with a web browser on a computer or with a mobile application downloaded to your mobile device. Watch the instruction videos about how to use Maisa with a web browser or mobile application instruction:

 

See also: What functionalities are available with the Maisa mobile application?

See also: What devices is the Maisa Mobile app compatible with?

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You can send two kinds of messages via Maisa:

  • messages related to care or services
  • feedback on Maisa.

You can choose the topic of the message and the recipient when sending the message. From the list of recipients you’ll find the units and providers to which/whom you can send messages via Maisa.

You can also include attachments to your message by clicking the Attach file button. You can attach 5 files, the maximum file size being 10 MB. Supported attachment file types are BMP, JPEG, JPG, PDF, PNG, TIF, and TIFF.

You can send messages to your health centre care team or to your social care service providers. You can also send messages to outpatient units where you have had a care or service encounter in the past six months or in which you have a scheduled care or service encounter in the upcoming six months.

See also: Why can’t I send a message to a certain provider or unit?

See also: Who can I contact if I have additional questions?

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In Maisa you can book appointments for health care and social care services. The available appointments may vary depending on what kind of appointments your social or health care unit makes available for booking through Maisa.

In order to book an appointment via Maisa you usually need a scheduling permit (i.e. scheduling ticket), which you’ll receive from a social care or health care provider.

When you receive a scheduling permit, you will see it on the frontpage of your Maisa account and you will receive a notification about it.

Click Book Appointment on the Menu list to access appointment booking.

Health centre appointment booking

Via Maisa you can book appointments, for instance, with a public health nurse or a health centre nurse without a scheduling ticket.

Doctor’s appointments aren’t automatically available in Maisa because your need for treatment must be assessed before booking the appointment. Based on the need for treatment assessment a scheduling permit (i.e. scheduling ticket) will be assigned for you if needed, and after that you will be able to book an appointment with a doctor via Maisa.

Maternity and child health clinic appointment booking

The first maternity clinic appointment is meant for people expecting a child and who want to book their first visit at the maternity clinic. You will get to the appointment booking activity after you have answered a few preliminary questions.

After you have visited the maternity clinic for the first time and a maternity clinic primary care provider has been appointed for you, you will be able to book other maternity clinic appointments and family coaching sessions.

School and student health care appointment booking

If you are entitled to school health care services, you can book an appointment for a health examination in Maisa. You may need a scheduling permit (i.e. scheduling ticket) to book the appointment. Start by contacting your school nurse, for instance, via the Maisa Ask a question activity. If needed, a guardian can handle the affair by acting on behalf of the minor.

If you are entitled to student health care services, you can book an appointment for the first-year health examination in student health care in Maisa without a separate scheduling permit. If you wish to book some other appointment, please contact your student health care nurse, for instance, through the Maisa Ask a question functionality.

Social care appointment booking

Social care appointment booking is only available with a scheduling permit (i.e. scheduling ticket). After a provider has assigned a scheduling permit for you, you will see it on the frontpage of your Maisa account.

Specialised medical care appointment booking

Specialised medical care appointments are only available with a scheduling permit (i.e. scheduling ticket). After a provider has assigned a scheduling permit for you, you will see it on the frontpage of your Maisa account.

Oral health care appointment booking

Periodic oral health check-ups for children and adolescents can be booked via Maisa without a scheduling permit.

You can inquire about other appointments by sending a message to oral health services. Or you can fill in the oral health care symptom questionnaire, and a provider will assess your need for treatment based on the questionnaire.

The oral health care questionnaire is used in the wellbeing services county of Vantaa and Kerava and in Kauniainen.

Vaccination appointment booking

You can book an appointment for instance for influenza vaccination in Maisa. Influenza vaccination appointments are available in Maisa for residents of Helsinki and the wellbeing services county of Vantaa and Kerava.

If you live in Helsinki, you can also book your corona vaccination appointments via Maisa.

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You can access the My Kanta Pages through Maisa and make a renewal request there. The Renew Prescription link in the Menu will take you to this function. Click the Go to My Kanta Pages link to go straight to the correct page.

You do not have to log in to My Kanta Pages separately if you are using the Maisa browser version. If you are using the Maisa mobile app, you will need to log in again via strong identification to access My Kanta Pages.

If you wish to receive a notification when a prescription is renewed in My Kanta, edit your notification settings according to the My Kanta instructions. In Maisa you can opt to receive notifications also about other renewed prescriptions (renewed via another route than My Kanta). These include, for instance, prescriptions renewed during an office visit or a call.

See also: What do the notification settings define? How can I edit my notification settings?

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Read these instructions before attending a video visit or remote appointment. First check which service provider’s video visit you are attending. This video visit instruction is intended for HUS clients.

Your video visit provider may send you electronic flow sheets or other instructions beforehand. You will get an SMS notification of a booked appointment and and an SMS reminder two days before the appointment if you have allowed SMS notifications.

A normal appointment fee is charged for a video visit and a no-show fee may be charged for a missed, non-cancelled appointment. Remember to cancel your appointment in advance if you are unable to attend.

How do I attend a video visit or a remote appointment?

You can attend a video visit either with a web browser on a computer or with the mobile application downloaded to your mobile device.

Option 1: Joining a video visit or remote appointment using the Maisa browser version on a computer (www.maisa.fi)

Before your appointment check the following technical aspects:

  • Your device’s camera is functioning properly and the camera is not covered up.
  • Your microphone is functioning properly, the sound is on and the sound level is adequate.
  • If you are using a detachable camera, make sure that the cords are attached correctly and point the camera at yourself.
  • Using headphones may improve sound quality.
  • If your compute requires, enable the use of camera and microphone in order to have sound and picture working during your appointment.
  • You can use either Google Chrome, Safari or Microsoft Edge as web browser.
  • When the visit begins, speak clearly and loudly.
  • When there are under 15 minutes remaining before your appointment, you can join the video visit from the Maisa frontpage by clicking the “Begin Visit” button. This opens a more detailed view of the visit. Then, click the “Join video visit”  button to join the visit. The video visit opens in a new browser window.

  • If there are more than 15 minutes remaining before your appointment, instead of the “Begin Visit” button you will find “Prepare for your visit” and “View Details” buttons. By clicking these buttons you can fill in preliminary information relevant to the visit and view visit details and instructions.

  • If there are more than 14 days remaining before your visit, you can view the visit details by clicking the appointment in question on the Events page.

Option 2: Video visit or remote appointment on a mobile device

  • When joining from the Maisa mobile application, the visit will open in a new browser window.
  • Please make sure, that your devices default browser supports Teams visits:
    • If you are using the iOS system, video visits will function with the newest version of Safari.
    • If you are using the Android system, video visits will function using Google Chrome or Microsoft Edge as your browser.
  • You can join your video visit by clicking the “Begin Visit” button of the appointment in question on the Maisa frontpage.

  • If there are more than 15 minutes remaining before your appointment, instead of the “Begin Visit” button you will find “Prepare for your visit” and “View Details” buttons. By clicking these buttons you can fill in preliminary information relevant to the visit and view visit details and instructions.
  • If there are more than 14 days remaining before your visit, you can view the visit details by clicking the appointment in question on the Events page.
  • The video visit opens in a new browser window.

Instructions for potential problem situations

  • Your microphone is functioning properly, the sound is on and the sound level is adequate. Check that the video visit has sound switched on and your microphone is not muted. Make sure, that you have enabled the use of microphone in the browser settings.
  • If the picture is not working, check that the camera on your compute is not covered up. If you are using a detachable camera, make sure that the cords are correctly attached. Make sure, that you have enabled the use of camera in the browser settings.
  • If an error pop-up opens when joining the visit, try joining again.
  • The provider will call you or send a message in Maisa, if the video visit can’t be carried out due to technical issues. If the provider has not yet joined the visit, please wait a moment. The visit will automatically start when the provider joins the visit.
  • If, despite all efforts, you are unable to get the video visit to work, please contact the unit with which the video visit appointment is booked.

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Read these instructions before attending the video visit or remote appointment. First check which service provider’s video visit you are attending. This video visit instruction is intended for clients of the Vantaa and Kerava wellbeing services county and Kauniainen.

Your video visit provider may send you electronic flow sheets or other instructions beforehand. You will get an SMS notification of a booked appointment and and an SMS reminder two days before the appointment if you have allowed SMS notifications.

A normal appointment fee is charged for a video visit and a no-show fee may be charged for a missed, non-cancelled appointment. Remember to cancel your appointment in advance if you are unable to attend.

We recommend you use either Google Chrome ori Firefox as web browser.

How do I attend a video visit?

You can attend a video visit either with a web browser on a computer or with an mobile application downloaded to your mobile device.

Option 1: Joining a video visit using the Maisa browser version on a computer (www.maisa.fi).

Before your appointment check the following technical aspects:

  • Your device’s camera is functioning properly and the camera is not covered up.
  • Your microphone is functioning properly, the sound is on and the sound level is adequate.
  • If you are using a detachable camera, make sure that the cords are attached correctly and point the camera at yourself.
  • Using headphones may improve sound quality.
  • If your compute requires, enable the use of camera and microphone in order to have sound and picture working during your appointment.
  • You can use either Google Chrome or Firefox as web browser. If you are using some other browser, download the app from: https://book.videovisitlive.com/fi/download/maisa
  • When the visit begins, speak clearly and loudly.
  • When there are under 15 minutes remaining before your appointment, you can join the video visit from the Maisa frontpage by clicking the “Begin Visit” button. This opens a more detailed view of the visit. Then, click the “Click here to open video visit” button to join the visit. The video visit opens in a new browser window.

  • If there are more than 15 minutes remaining before your appointment, instead of the “Begin Visit” button you will find “Prepare for your visit” and “View Details” buttons. By clicking these buttons you can fill in preliminary information relevant to the visit and view visit details and instructions.

  • If there are more than 14 days remaining before your visit, you can view the visit details by clicking the appointment in question on the Events page.

Option 2: Joining a video visit in the Maisa mobile application.

  • When using the Maisa mobile app, you also need to download the Maisa Video Visit application from your app store and install it to your mobile device. You can download both applications from app stores (Google PlayApp Store).
  • The Video Visit app will automatically start when you begin your visit in the Maisa application.
  • You can join your video visit by clicking the “Begin Visit” button of the appointment in question on the Maisa frontpage.

  • If there are more than 15 minutes remaining before your appointment, instead of the “Begin Visit” button you will find “Prepare for your visit” and “View Details” buttons. By clicking these buttons you can fill in preliminary information relevant to the visit and view visit details and instructions.
  • If there are more than 14 days remaining before your visit, you can view the visit details by clicking the appointment in question on the Events page.
  • The video visit opens in a new browser window.

Instructions for potential problem situations

  • If the sound is not working properly, check that your computer has sound switched on and the sound level is adequate. Make sure that your video visit has sound switched on and the microphone is not muted. Make sure, that you have enabled the use of microphone in the browser settings.
  • If the picture is not working, check that the camera on your compute is not covered up. If you are using a detachable camera, make sure that the cords are correctly attached. Make sure, that you have enabled the use of camera in the browser settings.
  • If an error pop-up opens when joining the visit, try joining again.
  • The provider will call you or send a message in Maisa if the video visit can’t be carried out due to technical issues. If the provider has not yet joined the visit, please wait a moment. The visit will automatically start when the provider joins the visit.
  • If, despite all efforts, you are unable to get the video visit to work, please contact the unit with which the video visit appointment is booked.

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To find your medical certificates, follow this path: Menu -> Document Centre -> My Documents.

Please note, that the name of a document does not necessarily describe its content. The best way to find the certificate you are looking for is based on the date information of the document.

To find provider entries, go to Menu -> Events. Notes are filed under specific appointments and events.

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You can fill in flowsheets in Maisa, for instance regarding blood pressure or glucose level monitoring. The data you have documented automatically becomes part of your patient and client record and can also be seen by your care personnel.

Self-monitoring flowsheets are available for you in Maisa after a provider has assigned them for you. After a provider has assigned a new flowsheet for you, a notification will appear on the Maisa frontpage.

After you have received a flowsheet, you can also take advantage of the Apple Health or Google Fit application if you wish. You can link the application to Maisa in the Maisa mobile app by clicking My Conditions on the Menu listing.

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The Maisa client portal is also used in social care services. You can submit social care applications via Maisa and are able to view your social care decisions.

You are also able to submit social care notifications, such as a notification to child welfare services or to adult and elderly social services. These notifications can be submitted anonymously without logging in to Maisa.

See also: Can I report a possible need for social services through Maisa?

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Social care decisions and attachments as well as submitted applications in progress can be found following this path: Menu -> Social Care

To find plans outlined in social care, go to Menu-> Letters Attachments linked to your social care plans can still be found under Menu -> Document Centre -> My Documents.

To view provider entries, go to Menu -> Events. Notes are filed under specific appointments and events.

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If you are concerned about someone and suspect they might be in need of social services, you can submit a social care notification via Maisa. The purpose of the notification is to make sure, that the person in question receives needed help and services.

You can submit the following social care notifications via Maisa:

  • Social care notification about a minor
  • Social care notification about an adult
  • Social care notification about an elderly person

You can submit the notification also anonymously without logging in to Maisa.

You can submit a social care notification here: Submit a Social Care Notification.

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Logging in to Maisa requires strong electronic identification. Strong identification is linked to a person’s official identity and to the Population information system data.

Communication between citizens and providers is completely secure in Maisa.

See also: Maisa privacy policy.

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If you are, for instance, having problems with using Maisa or have questions about the Maisa functionalities, act as follows:

Log in to Maisa and select “Ask a Question > Submit a feedback about technical functionality”. This way your message will be routed directly to you own social or health care service provider.

If you are unable to log in to Maisa, you can give feedback through the following general feedback channels. Please check which service provider you wish to contact.

If you wish to give feedback on the accessibility of Maisa, you can also do that through the links listed above.

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If you deactivate your Maisa account, you will no longer be able to log in the Maisa portal or make use of its functionalities.

You can deactivate your account by selecting Menu > Personal Information > Deactivate Your Account. In the mobile application go to Account Settings > Deactivate Your Account.

Even if you deactivate your account, your patient and client data can still be used by social care and health care providers. Please also note that if you have authorised someone to act on your behalf in Maisa, that person can still manage your affairs in Maisa even if you have deactivated your account and do not use it anymore.

If you wish to reopen a deactivated account, please contact your own social care or health care unit.

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How to use the Maisa mobile application

All of the Maisa browser functionalities can be found in the mobile application. Some functionalities open in a browser when using the mobile application.

See also: How do I get started with the Maisa mobile application?

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The Maisa mobile app is available for mobile devices, i.e., phones and tablets, that use either the Android or iOS system (iOS 14.0 or a newer version, Android 7.0 or a newer version).

Before logging into Maisa, download the Maisa mobile application from your application store (Apple AppStore, Google Play). When logging in for the first time you need means for strong electronic identification, such as online banking codes, a mobile certificate or an electronic ID card.

In future you can log in using for instance fingerprint or facial recognition.

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Watch the instruction video of how to use the Maisa mobile application:

See also: What functionalities are available with the Maisa mobile application?

See also: What devices is the Maisa Mobile app compatible with?

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You can edit the Maisa mobile application notifications in Account Settings > Service notifications / Notifications.

If you wish to give the Maisa mobile application permission to send push notifications to your device, enable notifications in device settings.

See also: What do the notification settings define? How can I edit my notification settings?

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If two users log in to the Maisa application on the same mobile device, both users’ push notifications will appear on this device in future. If you don’t want to receive both users’ push notifications on the same mobile device, you can unlink the device.

To unlink a device from an account via your mobile device, go to Menu -> Account Settings > My Devices. To unlink a single device, click on the minus sign (on an Android device) or swipe left (on an iOS device). You can also turn off notifications for a particular device by going to Account settings > Notifications > On/Off.

To unlink devices on a browser, go to Menu > Acting on Behalf of Someone Else / Devices > Review which devices and apps can see your information.

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The Maisa mobile application will work in the language your mobile device is set to. If the mobile device is set to a language other than Finnish, Swedish or English, the default language of the Maisa app will be Finnish.

If you are using an Apple iOS device, you can change the language in the application settings. Currently it is not possible to change the language on Android devices.

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Go to Menu > Account Settings to set a PIN code. Depending on your mobile device, you may opt to use fingerprint or facial recognition.

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On the mobile application’s frontpage you will find the most common activities and most recent notifications and events. To edit the frontpage activities go to Menu > Edit my shortcuts.

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Some health and social care units use the Maisa mobile check-in, and in that case it is possible to check in using the Maisa mobile application. Check-in is possible no earlier than 30 minutes before the appointment.

Ordinary mobile check-in

When you arrive for your appointment at a care or service unit that has enabled mobile check-in, you can confirm your arrival with the Maisa mobile application. You will not receive a separate push notification about this. When you launch the Maisa mobile application, you see an alert asking if you have arrived for your appointment. Click the alert to proceed to check in. Once you have checked in, the application will confirm that your check-in was successful.

Location-based mobile check-in

If you wish to use the location-based mobile check-in, enable the Arriving for your appointment functionality in the Maisa mobile app and permit the use of your location data and enable alerts in your account settings. You only need to enable these features once, and you may disable them whenever you wish.

When you arrive at a care or service unit that has enabled location-based mobile check-in, you will get a push notification asking you to confirm your arrival. You get the notification when you are close enough to the care or service unit (about 50 metres). Once you have confirmed your arrival, you will get a notification confirming that you have been checked in.

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Acting on behalf of someone else in Maisa

Legally competent adults can choose to give another adult the right to act on their behalf in health and social care matters through their Maisa account. This is called proxy access. Depending on the authorisation permissions, a person acting on someone else’s behalf can for instance read and send messages and book and view appointments.

In addition to that, guardians have an automatic proxy access to act on behalf of minors that are under their guardianship.

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When you authorise someone to act on your behalf in Maisa, you will also define the type and extent of access you want to give.

  • Full permissions: the person acting on your behalf has the same permissions to your account as you do.
  • Appointment booking and messages: the person acting on your behalf does not have access to view your health issues or medications but can book appointments and send messages on your behalf.
  • Read-only permissions: the person acting on your behalf has full access to view your Maisa account but can’t book appointments or send messages.

See also: Can I act on behalf of my underage child?

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You cannot request a proxy access. A proxy access will be granted from the Maisa account of the person who wishes to give someone permission to act on their behalf in Maisa.

In Maisa go to Menu > Acting on Behalf of Someone Else / Devices > Give friend and family access > Manage Authorisations to Act on Someone Else’s Behalf > Authorise someone to act on your behalf. Fill in the name and e-mail address of the person you wish authorise, define the authorisation permission, and send an invite.

The person you wish to authorise will receive the invite via e-mail, and they need to accept the invitation. Then they enter required information, and the proxy access is granted.

Alternatively, you can grant proxy access to someone by delivering a power of attorney to your own health care or social care unit.

If the person you wish to authorise to act on your behalf in Maisa lives in the Uusimaa region, you can grant them proxy access in Maisa. If the person you wish to authorise to act on your behalf in Maisa lives outside the Uusimaa region, please deliver the needed proxy access authorisation letter to your own social care or health care unit.

Guardians have an automatic proxy access to act on behalf of minors under their guardianship.

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You can act on behalf of minors that are under your guardianship. The guardian’s right to act on behalf of the child is verified using the Suomi.fi e-authorisation service.

To act on behalf of a minor in Maisa, log in using your own credentials and select the child’s profile using the Switch link in the top menu.

Note that you will see alerts about new events on the child’s account on your home page even when you’re using your own profile.

You can manage your child’s Maisa account even if you do not live in the HUS area, in Helsinki, in the wellbeing services county of Vantaa and Kerava or in Kauniainen if your child is receiving services from HUS.

Adolescents over the age or 10 can use Maisa with their own passcodes, as long as they have the means for strong electronic identification, such as online banking credentials or an electronic ID card.

A guardian must make sure, that their phone number and email address are up to date also in the child’s Maisa account information. The guardian’s phone number and email are not transferred to the child’s Maisa account information automatically, because two person’s records can’t be linked and information cannot be transferred between them even when acting on behalf of someone else. However, the guardian’s name and address are pulled in from the Finnish Population Information System and are automatically filed to the child’s information.

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When acting on behalf of a child under the age of 12, the guardian has access to all sections and functionalities in their Maisa account.

For a child aged 12-17 some views and functionalities are disabled for proxy access. According to national legislation, service providers must secure the minor’s right to decide about their own health and social care and hide any information they wish from their guardians, as long as a health care professional has conducted an assessment of the minor’s capability to make such decisions.

The maturity assessment is made separately in each case, and it depends on the matter at hand. If a health care professional has assessed the child to be mature enough to decide on their care on a particular matter, and the minor has refused the showing of the data to their guardian, information related to that matter is hidden from the guardian acting on behalf of the child in Maisa.

In some sections of Maisa it is not possible to make restrictions according to maturity assessments.

The following information of a minor is not shown to a guardian after the child has turned 12 in order to respect the child’s decision-making capacity:

  • Allergies, diagnoses, lab test results and vaccination information
  • Growth Chart
  • Letters
  • Referrals and ordered test and procedures
  • Flowsheets, self-assessment questionnaires and history questionnaire report
  • Care team information
  • Test results
  • Social care applications and decisions.

See also: Why do I only see some of the appointments of a 12-17-year-old in Maisa?

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A guardian with a proxy access can book appointments for a child aged 12-17 in Maisa. If a guardian has booked an appointment for a child in Maisa, they are able to see these appointment bookings. Appointments that a provider has booked for the minor and appointments booked with an appointment ticket sent by a provider are not always shown to the minor’s guardian. A guardian also can’t see appointments that the child aged 12-17 has booked in Maisa for themself.

See also: Why can’t I see all information about my 12 to 17-year-old child’s care in Maisa, unlike with my younger children?

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The assessment about the child’s capability to make their own decisions is always carried out by a healthcare professional. If the professional deems the child capable, the minor can also decide whether the data can be viewed by their guardian.

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A minor has access to see all their own information. Some sections and functionalities are hidden from a guardian acting on behalf of a child aged 12 or over.

A maturity assessment is made by a health care professional separately in each case and it depends on the matter at hand. If a health care professional has assessed the child to be mature enough to decide on their care on a particular matter and the minor has refused the showing of the data to their guardian, information related to that matter is hidden from the guardian acting on behalf of the child in Maisa. This applies to, for instance, prescriptions, visits, and other encounters.

See also: Why can’t I see all information about my 12 to 17-year-old child’s care in Maisa, unlike with my younger children?

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No. If some information of a minor aged 12-17 is hidden from a guardian based on the assessment of maturity by a health care professional, it is not possible for the guardian to see what the hidden information is or what it concerns.

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No, they can’t. Only a guardian has the right to act on behalf of a minor. Only a legally competent adult can authorise another adult to act on their behalf.

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Joint custody is a shared care agreement. If the joint custody agreement includes an agreement or order concerning not only the child’s residential arrangements but also other arrangements, a guardian can’t act on behalf of the child in the Maisa portal.

If one of the guardians has a non-disclosure, only the guardian for whom the non-disclosure is issued can act on behalf of the child. The non-disclosure prevents proxy access from the guardian that does not have a non-disclosure, because it is not possible to verify the information of the guardian with the non-disclosure.

Neither guardian can act on behalf of the dependant if both guardians have a non-disclosure or if a non-disclosure is issued for the child in question.

These terms are in place to protect the non-disclosure information.

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No, you can’t. Your Maisa account is linked to your own personal social and health care records. When you ask a question in Maisa, the information will be filed in your record.

If you have proxy access to someone else’s account, please make sure to select the correct account in accordance with whose affairs you are managing.

See also: How do you give someone proxy access to your Maisa account?

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No, you can’t. Because of the sensitive nature of social and health care information everyone must have their own Maisa account. If you wish, you and your spouse can grant each other proxy access to your Maisa accounts in which case you will be able to access each other’s information.

See also: How do you give someone proxy access to your Maisa account?

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If you act on behalf of someone, go to Settings and select Notifications to modify the settings specifying which message notifications you want to receive on their behalf.

If you select the Apply to all records I can access option, you will get the same alerts on behalf of the person you represent as you have opted to receive yourself in Maisa.

If you wish to set different settings for the account of the person you represent, go to their account and edit and save the preferred notification settings there.

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On the frontpage you will see your own current events as well as the current events of the proxy account. The events are colour-coded.

When acting on behalf of someone else in Maisa, you can switch to their profile from the Switch button located in the top bar.

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To see your own logins and the logins of the person on whose behalf you are acting on, go to Menu > Document Centre > Who has accessed my record. In this section you can see who has logged in to your Maisa account as a proxy and when.

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Most common problem situations when using Maisa

If you have been granted proxy access to someone’s Maisa account, you will see also their account in addition to your own in Maisa.

You will also see multiple accounts in Maisa if you have set a denial of consent to data sharing between different registries on the My Kanta Pages. In this case you will see different accounts for different registries in Maisa and you can choose which registry’s data you wish to view. Registry specific accounts are visible under the Switch button on the top navigation bar.

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Upcoming social care and health care appointments appear on the frontpage 14 days prior to the appointment.

Upcoming visits taking place in over two weeks in the future can be viewed on the Events page.

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You’ll receive Maisa notifications only if you have enabled notifications. Please check your notification settings and enable notifications.

See also: What do the notification settings define? How can I edit my notification settings?

See also: How can I edit the mobile application notifications?

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HUS, the city of Helsinki, the wellbeing services county of Vantaa and Kerava and the city of Kauniainen have outlined which units use the Maisa message functionality and to whom you can send messages via Maisa. Contact your own social care or health care unit if needed.

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In some cases, it might take a while before visit information and the After Visit Summary is transferred to Maisa. If your encounter data is not visible in Maisa four days later, please contact your care or service unit.

Please note that some lab and X-ray results will appear in Maisa only after a provider has gone them over with you.

All old client and patient data from the previous systems has not been transferred to the Apotti system of which Maisa is a part. For instance, your medication information will be updated during your first encounter. If needed, you will se your old health data in the My Kanta Pages.

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To view the client or patient chart/record you have requested, go to Menu > Document Centre.  Records are made available as PDF files and may require installing additional software to open.

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If you notice an error for instance in your After Visit Summary, please contact the care or service unit responsible for the document.

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Most likely you have an incorrect email address saved to your information in Maisa. If you get a message in Maisa about an email tickler delivery failure, check your email address in Menu > Personal Information. Make sure that your email address is spelled correctly and that it does not contain, for instance, the letters ä or ö. If you wish, you can leave the email address field blank, as it is not mandatory information in Maisa.

After you have changed your email address, you will receive an additional faulty error message which you can ignore.

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This is most probably due to human error and your phone number or email address has mistakenly been filed to someone else’s information.

If you live in the Uusimaa region, please contact your own social or health care provider via Maisa. Log in to the Maisa client portal or open the Maisa mobile application. Select Ask a Question from the menu > Submit a feedback about technical functionality. If you do not use Maisa, you can contact your own social ace or health care unit.

If you don’t live in the Uusimaa region, contact HUS, for instance, through the general HUS feedback channels: https://www.hus.fi/en/patient/patient-guide/your-rights-patient/give-feedback.

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Maisa content and activities are user specific, as Maisa is connected to your social care and health care data. What you see in your Maisa account depends on your care or service provider and on the care and services provided to you.

For instance, appointment and message options may differ from one account to another. Some sections on Maisa are only available to specific client and/or patient groups.

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You will be automatically logged out of the portal if the session has been inactive for over 20 minutes. The portal gives a notification of the approaching time limit before logging the user out.

Sometimes you may be logged out due to a server error. If that happens, you can log back in and continue using the portal normally.

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Make sure that you are a client in HUS’ specialised care or in the health or social care services of Helsinki, the wellbeing services county of Vantaa and Kerava or Kaunianen.

If you are currently a patient/client of HUS Helsinki University Hospital or another care or service unit that uses the Apotti system and you cannot log in:

  • Make sure that you have selected the correct identification method, e.g. the correct bank.  If the problem is related to the identification process (e.g. online banking codes), please contact your bank.
  • If you receive a “Log-in failed.” notification, try logging in again a bit later or using a different browser.
  • If the problem occurs during Maisa log in, the error may be related to the electronic identification process. Logging in to Maisa requires strong electronic identification and the service is provided by Suomi.fi. With electronic identification related problems contact Kansalaisneuvonta (www.publicserviceinfo.fi, tel.  0295 000).
  • Occasionally the Maisa portal may be out of service due to maintenance. Try to log in again later.

Sometimes a user may be denied access to Maisa due to inappropriate conduct.

See also:  Who can sign up for Maisa?

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You can access Maisa only if you accept the portal’s terms and conditions. If you reject the terms and conditions, your Maisa account will be deactivated. If you want to reactivate your account, please contact your care or service provider.

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The swiftest way to receive an answer is to log in to Maisa and send a question via the Maisa portal. Select Menu > Ask a Question.

To give feedback on Maisa portal’s technical aspects, go to Menu > Ask a Question > Submit a feedback about technical functionality, or contact your care or service provider.

If you have a question concerning your health or circumstances, go to Menu > Ask a Question > Submit a question about care or services.

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Tips on how to use Maisa

Your official address is updated to Maisa from the Population Information System. If you wish to add a temporary address to your information or update your phone number or e-mail address, go to Menu > Personal Information.

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You can add a contact person or persons to who/whom you wish to be contacted in case of an emergency and to who/whom information about you can be shared. If you add more than one contact person, please define who is the primary contact. To add a contact person, go to Menu > Personal Information.

In case of minors, the contact person is automatically their guardian. The guardianship information is pulled from the Finnish Population Information System and can’t be edited independently. However, a social or health care provider can change the primary contact person from one guardian to an other, if needed. E.g., from the mother to the father or vice versa.

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When booking an appointment in Maisa, you can place yourself on the wait list if the wait list option is available for that appointment type. Through the wait list an earlier appointment can be offered to you if the appointment that has become vacant is at least three days prior to your original appointment.

The appointment offer appears on your Maisa account, and you can either accept or reject it. The wait list appointment will be reserved for you for 15 hours. Rejecting the offered appointment will not remove you from the wait list.

If you are on the wait list, please check that you have enabled notifications in your notification settings.

See also: What do the notification settings define? How can I edit my notification settings?

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You can save time by updating your information beforehand in the Prepare for your visit activity. This activity will guide you to verify your contact information and update your medication and allergy information and current health issues.

If a provider has assigned questionnaires for you, this activity will instruct you to fill in the appropriate questionnaires.

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You can fill in two kinds of questionnaires in Maisa:

  • questionnaires that are always available, such as the Type 2 diabetes risk assessment form, Alcohol risks assessment (AUDIT) and the depression questionnaire.
  • questionnaires that a provider assigns for you.

Questionnaires that are always available

You can fill in a questionnaire and send the answers to a provider in which case your answers will be saved as part of your patient/client record. To fill in questionnaires that are always available, go to Menu > Self-assessment and Questionnaires.

Please note that a provider will not automatically contact you after you have filled in a questionnaire, but you yourself can contact a care or service provider. If you wish to do so, go to Menu > Ask a question.

Questionnaires assigned by a provider

A provider can assign you history and assessment questionnaires related to your upcoming encounter or care, for instance. When a provider has sent you a questionnaire, you will see it on the frontpage of your Maisa account.

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You can outline self-care measures with a provider. These will appear as tasks in Maisa and you’ll find them from Menu > To Do List. You can also create tasks for yourself, and providers will also see them. If you wish, you can receive notifications about your tasks.

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You can fill in symptom questionnaires independently in Maisa. A symptom questionnaire will help you manage your health-related affairs and may in some cases replace a health care visit. After you have filled in a symptom questionnaire, a medical professional will assess your need for care and the next steps to be taken. When necessary, an appointment can be booked for you on the basis of the results.

You will find the following symptom questionnaires in Maisa:

  • symptom questionnaire for oral health (only in use in the wellbeing services county of Vantaa and Kerava and only in case of tooth ache)
  • symptom questionnaire for urinary tract infection (in use in Vantaa and Kauniainen).

To find the questionnaires, go to: Menu > Fill in a symptom questionnaire.

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In Maisa you can choose both the preferred communication language and the website’s language.

Your preferred communication language is the language you wish to use as patient/client in health and social care services. Your chosen communication language defines, for instance, the language in which you will receive notifications and documents. To change your preferred communication language, go to Menu > Personal Information > Details About Me.

Website language affects the Maisa menus, headers and other Maisa content. You can change the website language from the globe icon on the top navigation bar.

The Maisa mobile application will work in the language your mobile device is set to. If the device is set to a language other than Finnish, Swedish or English, the default language of the Maisa app will be Finnish.

If you are using an iOS device, you can change the language in the app settings. On Android devices the language settings can’t be edited at the moment.

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If you have filled in Maisa questionnaires with numeric answers, you can follow the progress of your results through different trend graphics. These kinds of questionnaires are, for instance, the Alcohol Use Disorders Identification Test (AUDIT), the depression questionnaire (RBDI) and the Oxford Hip Score.

To find trend graphics, go to Menu -> Trends.

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If you wish to take part in scientific research studies, you can give your consent in Maisa. By giving your consent, you give professionals permission to contact you in relation to scientific research studies. You may cancel your consent at any point, if you wish to do so.

To give your consent, go to Menu > Self-assessments and Questionnaires > Give your consent to be contacted regarding future scientific research studies.

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