Customer panel in Musculoskeletal and Plastic Surgery

​HUS Musculoskeletal and Plastic Surgery treats patients in orthopedics, traumatology, plastic surgery, hand surgery, maxillofacial surgery and bone tumor surgery. The department operates in the hospitals of Töölö, Peijas, and Jorvi and treats around 117,000 patients yearly.  ​

A customer panel was launched in Musculoskeletal and Plastic Surgery in March 2018 and has gained significant momentum with its eight members. All of the customer panel members have strong experience in specialized health care services. Four staff members, or coordinators, from various treatment units of Musculoskeletal and Plastic Surgery, coordinate the panel. The customer panel is also ruled by the guidelines established in their first meeting in March 2018.​

Customer panel actively develops the department's operation


The co-operation between the staff and customer panel members has been a positive and exciting experience in Musculoskeletal and Plastic Surgery. 

Upon work requests, the customer panel members have visited several Musculoskeletal and Plastic Surgery units and shared their experiences as patients through interviews. The panel has participated in developing and evaluating the services and the customer experience through the following actions:

  • Evaluating the digital treatment pathway
  • Observing signage in the hospitals               
  • Processing customer feedback
  • Evaluating information events for joint replacement patients and their families
  • ​Observing the model facilities for Bridge Hospital
  • Evaluation of the new outpatient clinic in Postitalo
  •  Walkabouts to observe patient safety
  • Participating in the department's development even
  •  Developing customer service
  • Developing the telephone service
  • Developing outpatient activities
  •  Developing the clinical pathway for bone tumors
  •  Participating in afternoon training sessions for current issues
  • Participating in the planning and development of new hospital construction projects.

Research shows that customer panels create benefits

 The staff can learn to interact with the patients and their family better when providing care.

Treatment quality and patient safety improve and the patient’s experience of the received treatment also becomes more positive.

The managers and staff gain information about the experiences of patients and families Using these experiences, the staff will be able to guide patients better, which enables the patient to take better care of themselves after the treatment period as well.

Together we can discover creative solutions for service development work! 

Coordinators’ contact information

Nurse Director
Tarja Palomaa, tarja.palomaa(at)


Nurse Manager
Ulla Frondelius, ulla.frondelius (at)


Deputy Nurse Manager

Minna Tikkanen, minna.m.tikkanen(at)


Deputy Nurse Manager

Marjaana Keski-Hannula, marjaana.keski-hannula(at)