Login
Search
The proliferation of digital services in social and healthcare has brought many opportunities, but also challenges. One of the main concerns is the privacy of citizens and the secure handling of personal data. How can we ensure that digital services are safe and reliable, and how can we dispel citizens' prejudices? Digital services in social and healthcare have become an inseparable part of the service offering and are no longer just an additional service.
Many citizens are cautious about digital social and healthcare services. Uncertainty about whether their issues will be handled quickly and smoothly enough in digital services may lead to contacting multiple channels, which from the service provider's perspective, results in disruptive demand. Remote consultations instead of face-to-face care with a social and healthcare professional may seem distant and uncertain.
The positive attitude of working-age citizens towards digital services can serve as an example and encouragement for the elderly as well. As the use of digital services becomes more common, the quality of the service can be further improved based on user feedback. This can facilitate more efficient implementation and use of digital services. Others besides the elderly also face challenges: the THL's DigiIN project has compiled nine measures to facilitate the use of digital services for vulnerable people (in Finnish).
Each of us can strengthen data protection
Data protection is a key factor in the reliability of digital services. The National Supervisory Authority for Welfare and Health (Valvira) oversees activities in both the private and public sectors. Service providers must ensure the secure handling of personal data and reliable identification for remote services, as well as compliance with the legislation applicable to each service or activity. The legislation sets strict requirements that must be followed.
The most important aspect of data protection is human action, both by professionals and every citizen. We can technically protect data as well as possible, but we must also guide users of information systems and digital services in safeguarding data while considering the human perspective. Each of us contributes to data protection and digital security by protecting our own and others' information. However, anyone can inadvertently compromise data protection in everyday situations; for example, when we sit on public transport and talk to a friend, we may not realize that a group of people, for whom the conversation is not intended, can hear us.
Data has been collected throughout the ages and is still in archives: miles of folders, which were easier to view without protecting the information and even without the appropriate permission than today. Before the digital age, there was no technical, system-built-in log monitoring.
It is common today to talk about data breaches when privacy is compromised, which also occurred during the era of paper files—though not to the extent seen now in the digital age, where information is stored and transmitted electronically. However, we can have a positive and confident attitude towards digital services in social and healthcare, as authorities oversee the implementation of services and information is protected and secured not only by technical methods but also by laws.
In recent years, there has been much discussion about the unification of social and healthcare information systems, and the welfare areas have also rolled up their sleeves. In a unified system, information can be utilized better and more efficiently. When every professional records data consistently, the usability of information increases, which also benefits the customer. So far, the unification of information systems has not led to legal changes that would prevent citizens from trusting that data protection is being implemented safely.
From brick-and-mortar store to online store and from the waiting room sofa to the home sofa?
Can digital services in social and healthcare be compared to the shift seen when brick-and-mortar stores moved to online shopping? This change also brought uncertainty at first, but in many sectors, digital services have already become commonplace. Similarly, remote banking services and handling loan negotiations from home are appealing to some, while others prefer face-to-face interactions. Is there one right way for citizens to manage their affairs, or can a good combination of in-person and remote services be found?
The introduction of digital services in social and healthcare can offer citizens more equal and even better services. The usability of digital services has a huge impact on whether they frustrate or significantly facilitate the citizen's transactions and the professional's work.
As a system provider, we want to bring modern, usable, and cost-effective solutions to the market. As citizens, we can support each other in the adoption of digital services and promote their use together.
