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Frequently Asked Questions

0. Learn about Maisa's functionalities

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1. Patient and client portal Maisa

Maisa is a free and secure digital communication channel connecting providers and patients/clients. Maisa is used in the municipalities using Apotti and at HUS Helsinki University Hospital. The portal allows you to view your social care and health care information and receive information securely using a web browser or a mobile device. The Maisa portal allows you to:

  • Review and supplement your social care and health care information
  • Book appointments and view upcoming events
  • Review your heath summary
  • Prepare for upcoming appointments and fill in questionnaires
  • View test results
  • Communicate securely with health and social care professionals
  • Request prescription renewals in My Kanta
  • Access trusted health information resources

Maisa is available for all residents of the region served by HUS Helsinki University Hospital. You must be at least 10 years old to sign up.

The actual Maisa services are available for clients of health care and social care units that use the Apotti system, either at HUS Helsinki University Hospital or in a municipality using Apotti.

Exceptions:

  • You can access the Maisa portal even if you live outside of the region served by HUS Helsinki University Hospital if you are a patient or a client in a health care or social care unit that uses the Apotti system.
  • If you live outside of the region served by the HUS Helsinki University Hospital, but your child (under the age of 12) is a patient or a client in a health care or social care unit that uses the Apotti system, you can log in to Maisa to act on their behalf (see also: 4. Acting on someone else’s behalf in Maisa).
  • If you live outside the region served by HUS Helsinki University Hospital but are authorised to act on behalf of an adult who is a client at HUS or at a municipal health care or social care unit using the Apotti system, you can log in to Maisa in order to act on their behalf (see also: 4. Acting on someone else’s behalf in Maisa).

You can access Maisa with a web browser by logging in at www.maisa.fi or by downloading the Maisa mobile application from Apple AppStore or Google Play Store to a mobile device. Logging in to the Maisa portal requires strong electronic identification (online banking codes, mobile certificate or a Citizen Certificate of a Finnish identity card).

After you have logged in to the mobile app, several Maisa account icons may be visible on top of the frontpage. This occurs if you are authorised to act on someone else’s behalf in Maisa and have access to their Maisa account (see also: 4. Acting on someone else’s behalf in Maisa), or if you have restricted the sharing of your data between registries in My Kanta Pages. On the front page you can see an overview of all the profiles under your Maisa account. Click the Switch link on the top menu bar on the home screen to switch between different Maisa accounts.

In certain cases, contacting social care can be done anonymously (such as contacting social care about a child, adult or an elderly person in need of help), and does not require logging in to the Maisa portal.

Logging in to the Maisa portal requires strong electronic identification. Electronic identification methods are / You can identify yourself using:

  • Online banking codes
  • Citizen Certificate of a Finnish ID card
  • Mobile certificate

It is important to keep social and health care information private and secure. Unlike conventional e-mail, all Maisa messaging is conducted while securely logged in. Strong electronic identification is linked to a persons’ official identity and the Population Information System. This ensures that all online services and messaging is conducted securely and between authenticated users.

Everyone over the age of 10 living in the region served by HUS Helsinki University Hospital or in a municipality using Apotti can access the Maisa portal. (See also: 1.2 Who can sign up for Maisa?). To log in you need a mobile certificate, online banking codes or a Citizen Certificate of a Finnish ID card (a card reader and chip reader software are needed for the card).

Maisa’s top menu bar contains your Menu (or, if you are acting on someone’s behalf and are in their profile, their Menu). The Menu contains links to all the activities. You can also use the search field by entering the name of the function you are looking for.

2. My data

When you log into Maisa, you will see a news feed on your front page. The news feed contains information about recent and upcoming events. The news feed shows new test results that are no more than 30 days old. Upcoming visits in social and health care show up in the news feed when they are less than 14 days away.

If you are acting on behalf of someone, the news feed will show their information, too. For the sake of clarity, information in the news feed is colour-coded by person.

You can, for example, view your laboratory and imaging test results in Maisa. Some test results are only released after a provider has discussed them with you personally. It may take two weeks for the results to be released to Maisa, depending on the type of test and the delay the provider has set. You can view your test results through the Menu.

You can access your social care decisions through the Menu. When a new decision is made, it generates a notification on Maisa’s front page. Click the notification to access the decision directly.

You can view for example your laboratory and imaging test results in Maisa. Some test results are released only after a provider has gone them over with you personally. You can access your test results from the Menu.

You will find the provider entries concerning your appointment in Past Events, accessible via the Events link in the Menu.

All your data from the old systems is not automatically transferred to Apotti without an appointment in a care or service unit that uses the Apotti system. For instance, your medication information will be updated in connection with your first appointment with a health care provider.

Sometimes there might be a short delay before data gets updated and transferred to Maisa. If you do not see your appointment documentation in Maisa four days after your appointment, you can contact the care or service unit in question about the missing documentation.

In Maisa you can see the health care information that starts to accumulate to the Apotti system within HUS Helsinki University Hospital. It has been nationally outlined that Kanta and My Kanta Pages are the primary archives for social care and health care information in Finland. Apotti and Maisa are seamlessly integrated with Kanta services. Through Maisa you can also access My Kanta Pages with a single sign-on. This aims for clarity and ease of use. You can access the My Kanta pages directly from Maisa by clicking the My Kanta link in the Menu and confirming that you wish to proceed to the My Kanta pages.

If you have requested to see your own patient or client records, they will appear in the Documents section ready for downloading. Records are made available as PDF files. PDF files may require installing additional software.

If you wish to make a data request, follow the instructions provided by your care or service provider.

If you have not allowed your information to be shared between registries, you will see separate accounts for different registries in Maisa according to the restrictions you have set in My Kanta. After you have logged in, you can choose the registry you wish to view. Your accounts for the different registers will be displayed under the Switch button in the top navigator.

Separate accounts are displayed in the same manner as the accounts of persons on whose behalf you may have been authorised to act, e.g. your spouse, parent or child. (See also: 4. Acting on someone else’s behalf in Maisa).

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

Your address will be updated automatically from the Finnish Population Information System. If you want to add a temporary address or update your phone number or e-mail address, you can do so in the Notifications section found under Settings. (See also: 5. Personalising Maisa).

You can add one or more contacts to your personal information. Contacts are added through the Personal Information link in the Menu. Click Add Contact to fill in the contact person’s details.

Add to your contacts people you would like to be contacted should you have an emergency. Add only people to whom information concerning you may be disclosed.

In the Personal Information section you can also delete contacts and determine your primary contact person. For minors, the contact information of their guardian(s) is automatically updated from the Population Information System. This information cannot be edited.

You can see check who has logged in to your Maisa account to act on your behalf and when it occurred. You can also view your own log-in history. To find this feature, click on the Document Centre link in the Menu.

3. Maisa services

You can access Maisa’s Messaging function through the Ask a Question link in the Menu. On the Ask a Question page you can select either Ask About Care or Services or Give Feedback on Maisa (see also: 8.1 Who can I contact if I have additional questions?).

If your question concerns care or services, select a recipient from the first drop down list. By selecting the Ask About Care or Services option, you can ask a question regarding your care or services. From the first drop down list you can select a recipient for the message. From the second drop down list you can select a subject for the message. You can also add attachments to your message by clicking the Attach a file button.

You can send messages to your health centre care team. You can also send messages to units where you have had a care or service encounter in the past six months or in which you have a scheduled appointment in the upcoming six months. However, this requires that unit in question has deployed the Message functionality. Organisations outline separately which of their units will deploy the Message functionality. From the Choose a Recipient list you’ll find all the units and health care and social care providers you are able to contact.

In Maisa you can book appointments for certain health care and social care services from Appointment Desk. The available appointments may vary depending on what kind of appointments your social or health care unit makes available for booking through Maisa. Appointment scheduling functions are accessible through the Menu. Click the Book an Appointment link to access the Appointment Desk.

Health centres

You can book appointments at you own health centre (with a nurse or a public health nurse, for instance). Doctor’s appointments aren’t automatically available in Maisa, because your need for treatment must be assessed before you can see a doctor.

Appointments can also be made available to you with a scheduling ticket. You will receive a notification about a new scheduling ticket according to the notification settings you have defined for your Maisa account (see also: 5. Personalising Maisa).The new ticket also appears in Maisa’s frontpage notifications, and you can access appointment booking by clicking the link in the notification. The ticket will appear at the top of the Appointment Desk page.

Maternity and child health clinics

The first maternity clinic appointment is meant for pregnant women 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. To book your first maternity clinic appointment, use the Book an Appointment function. Click the quick link Book Your First Maternity Clinic Appointment on the right-hand side on the Appointment Desk page to book your appointment.

After you have visited the maternity clinic for the first time, new appointments will be available for you on the frontpage of the Appointment Desk.

School and student health care

If you are entitled to school health care services and wish to book an appointment for a health examination, please contact your school nurse. You can do that via Maisa’s Message Centre, for instance. A public health nurse can assign you a scheduling ticket in Maisa, which allows you to book the appointment on the Appointment Desk page. (A scheduling ticket can also be assigned to a guardian acting on behalf of a child, see also: 4. Acting on someone else’s behalf in Maisa).

If you are entitled to student health care services, certain student health care appointments will automatically be available for you on the Maisa Appointment Desk page. These appointments include, for instance, the first-year health examination in school or student health care. If you don’t find the appointment you are looking for on the Appointment Desk page, please contact your student health care nurse. You can do that through the Ask a Question function in the menu in Maisa.

Social care

Appointments can be made available to you with a scheduling ticket. You will receive a notification about a new scheduling ticket according to the notification settings you have defined for your Maisa account (see also: Personalising Maisa). The new ticket also appears in Maisa’s frontpage notifications, and you can access appointment booking by clicking the link in the notification. The ticket will appear at the top of the Appointment Desk page.

Specialised health care

Specialised health care can offer you appointments by assigning you a scheduling ticket in Maisa. You will receive a notification of a new scheduling ticket according to the notification settings you have defined for your Maisa account (see also: 5. Personalising Maisa). The new ticket also appears in Maisa’s frontpage notifications, and you can access appointment booking by clicking the link in the notification. The ticket will appear at the top of the Appointment Desk page.

Oral health care

Within oral health care, age-specific check-ups are available to be booked without contacting an oral health care unit. You can inquire about other appointments by either sending a message to oral health care services or by filling in the oral health care symptom questionnaire. The questionnaire is available via the Oral Health Care Symptom Questionnaire link in the Menu (for residents of municipalities that are using the symptom questionnaire).

When booking an appointment in Maisa you can add yourself to a short notice list. This option is available for select appointments. If an appointment becomes available at least three days prior to your original appointment, the available appointment can be offered to you when you are on the short notice list. The appointment is made available for you in Maisa and you can either book it or reject the offer. The offer is valid for 15 hours. Rejecting an offered appointment does not remove you from the short notice list and other appointments may still be offered for you. If you wish to receive e-mail or SMS notifications of short notice list offers, you need to opt the appropriate short notice list settings in the Notifications section of Settings (see also: 5. Personalising Maisa).

You can save time by updating your information beforehand in the Prepare for your visit activity. You can access the Prepare for Visit function through the Prepare for Visit link situated next to the visit details on Maisa’s front page, or through the Events link in the Menu.

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.

The Oral Health Care Symptom Questionnaire speeds up communication with a health care provider and may even replace a visit to a health care unit. Based on your replies, a provider will assess your need for treatment and plan the necessary steps. If necessary, an appointment will be booked for you. You can access the Oral Health Care Symptom Questionnaire through the Menu.

At present, symptom questionnaires are used for the following symptoms:

  • Toothache

A symptom questionnaire unfolds based on your answers.

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 mobile app, you will need to log in again via strong identification to access My Kanta Pages.

See also: 5.4 Will I get an alert when a new prescription is available?

Select the menu option Upcoming Tests and Procedures to view your upcoming examinations.

Click the Search Terveyskirjasto link in the Menu to search for reliable and up-to-date information about vaccinations, medications, diagnoses etc.

If you already are a client in a social care unit, you can send a message to this unit from the Message Centre found under Messages and Questions (see also: 3.1 How and to whom can I send a message?).

If you want to contact social services or fill in an application, you can do that through the Social Care section of the Menu. By clicking the Submit an Application button you can contact social services or fill in an application.

No, this is not possible. Debt counselling is not part of the Maisa services.

Social loan applications are not automatically available in Maisa. You need to start by contacting the social loans guidance and information service to determine your eligibility for social loans.

Always available questionnaires

Some questionnaires are always available in Maisa, for example the Type 2 Diabetes Risk Assessment Form. You can complete one of these assessments any time and submit the answers to a health or social care professional. The answers you submit will be stored in your record. A health care or social care provider will not automatically contact you after you have completed an assessment. If you start to worry about your situation after completing an assessment, please contact a care or service provider through the Ask a Question link in Maisa or through some other channel.

Questionnaires that are always available can be accessed via the Self-Assessments and Questionnaires link in the Menu.

Questionnaires related to a care or service encounter

Health care and social care providers can send you questionnaires to complete prior to an upcoming appointment or in connection with a care or service episode. If you complete the questionnaire before your visit, the information reaches the provider well in advance. In addition, your answers will be stored in your record.

Questionnaires assigned to you can be found from the Fill in Self-Assessments and Questionnaires section under My Activities. A new questionnaire also creates a Maisa frontpage alert and you can access the questionnaire by clicking the link provided in the alert. If a questionnaire is connected to an upcoming appointment, you can access it also from the frontpage Prepare for your visit alert.

What is the Give your consent to be contacted regarding future scientific research studies form?

The Self-Assessments for Your Well-Being and Power of Attorney Forms include a consent form allowing you to be contacted about upcoming research studies. With this form you can give your consent to be asked to take part in research studies in the future. You can cancel your consent by changing your answers to the same questions.

If you give your consent to receive these notifications, the information will be stored in your record.

Providers can send you various flowsheets to be filled in in Maisa. These include for example blood pressure and blood sugar monitoring flowsheets. You can fill in the flowsheets whenever it’s most convenient for you, and the data will be sent to a provider and stored in your personal record.

You can access the Flowsheets through the Flowsheets link in the Menu. A new flowsheet also creates an alert to the Maisa frontpage, and you can jump directly to the flowsheet by clicking the alert.

After a provider has sent you a flowsheet to fill in, you can share data from Apple Health or Google Fit app with Maisa if you like. Connecting the app with Maisa is done in the Maisa mobile application through the Flowsheets function, accessible from the home screen.

Sometimes a video visit can replace a visit to a health centre or social care unit. In a video visit the connection between the client and the provider is created by using the Maisa Video Visit application. You can access this feature after a provider has scheduled a video visit for you. The feature can be accessed directly from the home page or through the Events link in the Menu. Once you see your video visit event, click the “View Details” button. You can then join the video visit by clicking “Begin video visit”.

How do I begin a video visit?

We recommend you use Google Chrome or Firefox as a web browser. If you use a different browser, you may need to download the Maisa Video Visit application. You must download the application before you begin the video visit.

If the video visit window does not open automatically, make sure you have enabled pop-ups in your browser settings. Settings vary in different browsers (click the name of the browser you are using to access the correct browser instructions: Google Chrome, Microsoft Edge, Mozilla Firefox). If the video visit does not open correctly in the browser you are using, try using a different browser.

To join the video visit, begin by clicking the “Begin Visit” button on the Maisa home page. This opens more details about the visit. Then, click “Begin video visit”. The video visit will open in a new browser window. If the provider has not yet joined the video visit, please wait. The visit will begin when the provider joins the visit.

Your computer may ask permission to enable web cam and microphone. In order to have picture and sound during the video visit, you must permit the use.

Some browsers may require installing additional software in order to enable video visits.

In order to join a video visit with your mobile device you need to download a free Maisa Video Visit application to your device (from Apple App Store or Google Play). Download the app BEFORE you begin a video visit. After you have downloaded the Maisa Video Visit app to your device, you don’t need to open it separately when attending a video visit. The app will start automatically when you join the visit.

Why is there no sound during the video visit?

Check to see if the volume on your device is muted or turned very low. Also make sure that the video visit has sound enabled and that the microphone is not on mute.

Why is the video connection not working properly during a video visit?

Make sure that your web cam is on and not covered with anything. If you are using a detachable web cam, make sure that it is connected properly.

What should I do, if the video visit connection does not work despite all efforts?

If you are not able to connect to a video visit, please contact the unit with which the visit was arranged.

Some care and service units have enabled the Maisa mobile check-in. This means you can check yourself in with the Maisa mobile application. You can use ordinary mobile check-in or location-based check-in, depending on the settings you select. The earliest you can check in is 30 minutes before your 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 won’t get a push notification to remind you to check in. 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

In order for the location-based mobile check-in to work, you have to enable the Appointment Arrival feature in the Maisa mobile application and allow the use of location data and push notifications. To find these settings, click Account Settings on the Menu. You only need to enable these features once. You can also disable them whenever you want. When you have booked your first appointment with a care or service unit that has enabled mobile check-in, the application will alert you to enable the features when you launch it.

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.

If you are using Maisa on a browser, you can access My Kanta Pages and other external services with a single sign-on using strong identification. If you are using the Maisa mobile app, you will need to log in again via strong identification to access other services.

4. Acting on someone else’s behalf in Maisa

An adult of full legal capacity can authorise another adult to act on their behalf in Maisa. Depending on the authorisation permissions, a person acting on someone else’s behalf can for example read and send messages and book and view appointments.

When you authorise someone to act on your behalf in Maisa, you will need to define the desired authorisation permissions.

  • 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.

To authorise someone over 18 years of age to act on your behalf in Maisa, do as follows:

Click Authorisations to Act on Someone Else’s Behalf / Devices in the Menu. In the next view, select Manage Authorisations to Act on Someone Else’s Behalf. Then click the AUTHORISE SOMEONE TO ACT ON YOUR BEHALF link. Fill in the name and email address of the person you wish to authorise. Then click to choose the type of authorisation permissions you wish to give them. Finally, click the Send invitation button.

The person you have chosen will receive an invitation by email. When they have received the message, they must click the Accept invitation button in the message to access the Maisa log in page. After logging in, they must enter your date of birth to prove that they know you.

NB: Note that the invitation must be sent from the Maisa account of the person who is authorising someone else to act on their behalf. The person who is meant to receive the invitation cannot request it via their own Maisa account.

Alternatively, you can do the authorisation at a health care or social care unit where you are a patient or a client.

You can view someone else’s records in Maisa only if you have been authorised to act on their behalf. (See also: 4.1 What does acting on someone else’s behalf mean?)

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. This means that the information would not appear in the correct record and could potentially even jeopardise care.

No. Because of the sensitive nature of social and health care information everyone must have their own Maisa account. You can ask your spouse to authorise you to act on their behalf in Maisa in which case you will be able to access their information. (See also:4.1 What does acting on someone’s behalf mean? and 4.3 How do I authorise someone to act on my behalf in Maisa?)

A guardian can automatically act on behalf of a child under the age of twelve in Maisa. A guardian’s right to act on behalf of a child is verified with every log in from the e-Authorizations service provided by Suomi.fi. Maisa services adhere to Finnish national guidelines regarding children.

When acting on behalf of a child under the age of twelve, log in to Maisa as yourself. The latest events are shown directly in the front-page feed, and you can switch to your child’s profile through the Switch link in the top menu bar.

You can log in to Maisa and act on your child’s behalf even if you do not live in the region served by HUS Helsinki University Hospital or in a municipality using Apotti if your child aged 12 or under is a client at HUS.

Children and adolescents aged 12-17 log in to Maisa with their own passcodes. (See also: 1.3 How do I log in to Maisa? and 4.7 What is strong electronic identification?).

Joint custody is a shared custody agreement. If the custody agreement extends beyond living arrangements of the minor, a guardian cannot act on behalf of the child.

If the dependant and both guardians have a protection order, it is not possible to act on behalf of the dependant. If only one guardian has a protection order, the guardian with a protection order can act on behalf of the dependant. The protection order prevents the guardian who does not have a protection order from acting on behalf of the dependant. This is because it’s impossible to check the details of the guardian who has the protection order. The guardian’s own protection order does not affect their ability to act on behalf of their child. If the child has a protection order, neither of the parents can act on the child’s behalf. The purpose of these stipulations is to protect the data covered by the protection order.

5. Personalising Maisa

Click the title Account Settings in the Menu to modify your personal information and settings:

In the Notifications section you can, for instance, enter a temporary address or update your marital status or contact information. You can also determine how you would like to receive Maisa notifications, e.g. regarding appointments.

In the Personalise section you can see whose records you can view and who can view your records (see also: 4 Acting on someone else’s behalf in Maisa).

Maisa portal’s content and views are user-specific as the portal is linked to your health care and social care records. For example, different encounters define what kind of appointments and contact methods are available for you. Some of the Maisa services may be visible only to specific patient and client groups (like for example the first Maternity Clinic appointment).

Click the title Account Settings in the Menu and then click Notifications to adjust the settings for notifications and communications you receive through Maisa.

You can receive notifications from Maisa by email or by SMS. In the notification settings section, you can choose your preferred format for notifications and specify what topics you want to be notified of. If you wish, you can opt out of all Maisa notifications. In this case, you will only receive invitation confirmations for the authorisation to act on your behalf and notifications about changes in contact information. These will be sent by email.

You cannot opt out of receiving letters about appointments. If you wish, you can opt out of communication management letters and bulk communication letters.

Requesting a Prescription Renewal in My Kanta

When you wish to make a prescription renewal request in Maisa, the portal will automatically direct you to My Kanta Pages without a separate log in. (See also: 3.6 Can I renew a prescription in Maisa?). If you want to receive a notification once the prescription has been renewed, you need to adjust the notification settings according to My Kanta instructions when creating the renewal request.

Renewing a prescription during an encounter

You can modify your settings in Maisa, if you want to receive alerts also about prescription renewals released in the Apotti system. These include for example prescriptions that are renewed during a visit or a call. You can change this setting through the Notifications link in the Menu.

If you act on behalf of someone, go to Settings and select Notifications to modify the settings specifying which messages 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 want to set different settings for the account of the person you represent, go to their account and modify and edit and save the preferred notification settings there.

On the Maisa website, you can choose your service language and the portal language separately. You can edit both of these. To change the portal language, click the globe icon on the top menu bar and select a language from the drop-down menu that opens. Changing the service language is just as easy: Menu - Personal Information - Details About Me (this section contains your marital status and service language).

Your service language is the language you wish to use in your contacts with social and health care services. You will receive notifications and visit summaries in the language you have selected here. Your choice of portal language, on the other hand, will affect the menus, page headings and other content in Maisa.

See also: 7.5 Can I modify the language settings of the mobile application?

6. Using Maisa

Securing the privacy of your health and social care information is important. Using the portal with a web browser requires strong electronic identification (see also: 1.3 How do I log in to Maisa?).

Numerous clinical, health science and social welfare research studies are conducted in the Apotti member organisations. For instance, volunteers may be needed for drug research studies or studies assessing the effectiveness of a new treatment protocol. Participation in scientific research is always voluntary and based on informed consent. You have the right to cancel your consent at any point without any disadvantages caused by the cancellation.

You’ll find more information about the portal’s privacy policy by clicking the Privacy Policy link at the bottom of the Maisa log in page.

To use Maisa you need a computer or a mobile device with internet access. We recommend you use a most up-to-date browser version and using Google Chrome, Microsoft Edge, Firefox or Safari as your browser. You cannot use Maisa with Internet Explorer.

If you attend a video visit in Maisa, we recommend you use either Google Chrome or Firefox (see also: 3.14 What is a Video Visit?).

Maisa mobile application is available for Android and iOS (iOS 11.0 or a newer version, Android 5.0 or a newer version) and you can download the application from your app store (Apple AppStore, Google Play Store).

When navigating in Maisa we recommend you use the buttons and links provided by the portal. In some cases, using the browser’s return button can cause an error.

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.

See also: 1.2 Who can sign up for Maisa?

If you cannot log in to Maisa, it could be because you are currently not a client of HUS Helsinki University Hospital or any other care or service unit that uses the Apotti system.

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 the correct service provider.
  • If you receive a "Log-in failed. Try again or try logging in using a different browser." notification, you can try logging in again without closing the browser window. Make sure you are trying to log in at https://www.maisa.fi and not using https://maisa.fi. If the error reoccurs, try using a different browser. You can log in to Maisa using any of the most popular browsers (see also 6.3 What is needed to use the Maisa portal?).
  • 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 (see also: 1.4 What is strong electronic identification?). This service is provided by Suomi.fi. With electronic identification related problems contact Kansalaisneuvonta (www.kansalaisneuvonta.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.

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 inactivated. If you want to reactivate your account, please contact your care or service provider.

We recommend you always end your session by logging out of the portal. If you are using Maisa with a browser, you can log out by clicking the Log Out button in the right upper corner. Remember to empty the computer’s cache memory and browser history and close all open browser windows. You can log out of the Maisa mobile application by clicking the round user account icon and selecting “Log out”.

If you wish to delete or deactivate your Maisa account, please contact the social care or health care unit responsible for your care or services.

7. Maisa mobile application

The Maisa mobile application is compatible with Android and iOS devices (iOS 11.0 or a newer version, Android 5.0 or a newer version).

Before the first log in, you need to download the application from your device’s app store (Apple AppStore, Google Play).

Logging in to the Maisa application requires strong identification (see also: 1.4 What is strong electronic identification?). After the first log in you can use biometric identification (fingerprint, FaceID) or set a PIN code. Using the Maisa app with Apple Watch requires a PIN code to be implemented.

With the Maisa mobile app, you can use all the features of Maisa conveniently on your mobile phone. Some sections will, however, open in the browser version of Maisa.

You can enable or disable notifications in the mobile application through the application’s Account Settings menu. Go to Service Notifications if you want to switch notifications on or off. You get alerts to your Maisa mobile app according to the settings you have specified in the Maisa portal. (See also: 5.3 How can I modify my notification settings?.)

If you have enabled screenshots from the Maisa application settings, this hides the Maisa app from the list of recently used applications on your mobile device. This may affect the Maisa app log in when using strong identification. It will not affect fingerprint, PIN and Face ID logins.

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.

You can change the language of your Maisa mobile app on an Apple iOS device by choosing the desired language in the application settings. It is not yet possible to change the language on Android devices. On Android devices, the application always functions in the language that your mobile device is set to. However, if that language is neither Finnish, Swedish nor English, the app will be in Finnish.

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 from an account.

If you are logged in to the Maisa application, you can unlink a device from an account by going 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.

8. Feedback and contact

If you want to give feedback on Maisa, click Ask a Question on the menu. On the following page, choose Give Feedback on Maisa. You can also contact your care or service unit if you have questions about Maisa.