I refused the Maisa portal terms and conditions and cannot access Maisa. What can I do?

If you refused the terms and conditions of the Maisa portal, please log in to Maisa again using strong identification and accept the portal’s terms and conditions. This way you will be able to access Maisa.

Why do I see multiple accounts and user profiles in Maisa?

If you are authorised to act on someone else’s behalf in Maisa, you’ll see the proxy account of that person in Maisa in addition to your own Maisa account. If you are acting on behalf of several persons, you will see all the proxy accounts in the Maisa portal.

You’ll see several accounts in Maisa also if you have set up denials of consent in MyKanta between different registries. If you have set denials of consent to the sharing of your data between health care organisations, you will see several accounts in your name in the Maisa portal. One of the accounts is your “main account” (e.g. for the City of Helsinki health and social services). For instance, if you are a client in the services of Helsinki and HUS, you’ll see data regarding these services in separate Maisa accounts due to the denials of consent you have set.

If several accounts are displayed in your Maisa account, you need to select which registry’s data you wish to view. You can switch between accounts using the Switch button located in the top navigation bar.

Please accept the proxy agreement terms and conditions (for acting on behalf of someone)

If needed, remember to accept the proxy agreement terms and conditions in addition to the Maisa portal terms and conditions. You must accept the proxy access terms and conditions before you can act on behalf of someone else.

You need to accept the proxy agreement terms and conditions also in the case that you have set up denials of consent in MyKanta and you are patient or client in the services more than one organisation that uses the Maisa client portal (HUS, Helsinki, the wellbeing services county of Vantaa and Kerava, Kauniainen). By accepting the proxy agreement terms and conditions you make sure that all your separate accounts will be displayed in Maisa.

Impact of denials of consent to the Maisa notification settings

A denial of consent to the sharing of data set in the Kanta service also impacts Maisa’s notification settings.

When, for example, you receive text message notifications about new activity in Maisa (e.g. a HUS appointment) in an account other than your main account (e.g. the City of Helsinki), the wording in the notification is the same as in notifications regarding proxy accounts. Therefore, you may receive a message saying “Hey [your name], you are acting on behalf of [your name]”. This is due to the fact that technically a proxy access has been set between your Maisa accounts. This allows you to see all your accounts in Maisa with a single log in.

If you have set up a denial of consent in MyKanta regarding your data, you can find more information about the effects of the denials in the Maisa portal.

Why can’t I see my upcoming visit on the Maisa frontpage?

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.

Why don’t I receive notifications about messages or new test results?

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

I received a notification of a new test result. Why can’t I see it?

When your test result is ready, you will receive a notification on the Maisa frontpage. The notification also displays the event date related to the test result. The event can be, for instance, a visit or a telephone call during which the tests have been ordered.

As a rule, test results are displayed in the Test Results section in Maisa according to the event date. If you would rather view test results according to the test date, you can use the Individual Test Results filter in the Test Results section. Please note, that when using this filter, the test result date can be different than the date marked on the frontpage notification.

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

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.

Why can’t I see all of my social care and health care data and test results in Maisa?

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 MyKanta.

Why has an after visit summary been drafted for me although I haven’t visited a clinic or unit in person?

Maisa contains varied data of health care and social care entries and events. Therefore, you can see an after visit summary in Maisa even if you have not visited a care or service unit in person. This is due to the fact that Maisa visit documentation includes also, for instance, remote appointments, telephone encounters, provider entries and even consultations between providers that concern your care or services.

I have requested to see my chart. Where can I find it?

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.

If some of my information is incorrect, what should I do?

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