{"id":3432,"date":"2021-10-12T11:00:00","date_gmt":"2021-10-12T09:00:00","guid":{"rendered":"https:\/\/blogit.utu.fi\/soteakatemia\/?p=3432"},"modified":"2021-10-08T08:56:02","modified_gmt":"2021-10-08T06:56:02","slug":"hairiokysynta-ja-traumahistoria","status":"publish","type":"post","link":"https:\/\/blogit.utu.fi\/soteakatemia\/hairiokysynta-ja-traumahistoria\/","title":{"rendered":"H\u00e4iri\u00f6kysynt\u00e4 ja traumahistoria"},"content":{"rendered":"\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"726\" height=\"340\" src=\"https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2.jpg\" alt=\"\" class=\"wp-image-3435\" srcset=\"https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2.jpg 726w, https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-300x140.jpg 300w, https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-484x227.jpg 484w\" sizes=\"auto, (max-width: 726px) 100vw, 726px\" \/><\/figure>\n\n\n\n<p>H\u00e4iri\u00f6kysynn\u00e4ll\u00e4 <em>(failure demand)<\/em> tarkoitetaan tilannetta, joka syntyy, kun palveluj\u00e4rjestelm\u00e4 ep\u00e4onnistuu asiakkaan tarpeisiin ja odotuksiin vastaamisessa \u2212 eli asiakkaan palvelemisessa. Kun asiakas ei saa odotuksiaan vastaavaa palvelua, tai se on v\u00e4\u00e4r\u00e4nlaista tai huonolaatuista, h\u00e4n palaa palveluj\u00e4rjestelm\u00e4n piirin uudelleen \u2013 usein lis\u00e4vaatimusten kera \u2212 mik\u00e4 puolestaan lis\u00e4\u00e4 asiakkaan tyytym\u00e4tt\u00f6myytt\u00e4 ja inhimillist\u00e4 k\u00e4rsimyst\u00e4, kasvattaa kustannuksia ja kuormittaa palveluj\u00e4rjestelm\u00e4\u00e4.<sup>1<\/sup> Esimerkiksi perusterveydenhuollon ep\u00e4onnistunut palvelutilanne voi ohjautua h\u00e4iri\u00f6kysynt\u00e4n\u00e4 ensiapu- ja p\u00e4ivystysyksik\u00f6ihin.<sup>2<\/sup> T\u00e4m\u00e4 vaikuttaa negatiivisesti asiakaskokemukseen, kun lis\u00e4\u00e4ntyneen asiakasm\u00e4\u00e4r\u00e4n vuoksi p\u00e4ivystysyksik\u00f6n jonotusajat pitenev\u00e4t ja hoitoon p\u00e4\u00e4sy vaikeutuu. Suomessa h\u00e4iri\u00f6kysynt\u00e4\u00e4n ovat perehtyneet h\u00e4iri\u00f6kysynn\u00e4n johtava asiantuntija Hermanni Hyyti\u00e4l\u00e4 ja l\u00e4\u00e4ketieteen emeritusprofessori Martti Kekom\u00e4ki, jotka ovat k\u00e4sitelleet termi\u00e4 ensimm\u00e4isen kerran vuonna 2017 L\u00e4\u00e4k\u00e4rilehden kirjoituksessaan.<sup>3<\/sup><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><em>Yhten\u00e4 syyn\u00e4 h\u00e4iri\u00f6kysynt\u00e4\u00e4 synnytt\u00e4v\u00e4lle ep\u00e4onnistuneelle palvelukokemukselle voi olla se, ett\u00e4 asiakkaan traumahistoria j\u00e4\u00e4 selvitt\u00e4m\u00e4tt\u00e4<\/em><\/p><\/blockquote>\n\n\n\n<p>H\u00e4iri\u00f6kysynn\u00e4n v\u00e4hent\u00e4misen merkitys on tunnistettu t\u00e4rke\u00e4ksi onnistuneen sote-uudistuksen ja palveluiden yhteensovittamisen kannalta<sup>4<\/sup>. H\u00e4iri\u00f6kysynn\u00e4ss\u00e4 kyse on pohjimmiltaan siit\u00e4, ettei asiakas tule palveluj\u00e4rjestelm\u00e4ss\u00e4 kohdatuksi yksil\u00f6llisine tarpeineen, jolloin palvelukokemus ep\u00e4onnistuu. Yhten\u00e4 syyn\u00e4 h\u00e4iri\u00f6kysynt\u00e4\u00e4 synnytt\u00e4v\u00e4lle ep\u00e4onnistuneelle palvelukokemukselle voi olla se, ett\u00e4 asiakkaan traumahistoria j\u00e4\u00e4 selvitt\u00e4m\u00e4tt\u00e4. Asiakkaan kokemia traumoja voivat olla esimerkiksi haitalliset lapsuusajan kokemukset (<em>Adverse Childhood Experiences, ACEs<\/em>)<sup>5<\/sup>, joiden selvitt\u00e4misen t\u00e4rkeytt\u00e4 Maailman terveysj\u00e4rjest\u00f6 on tuonut esiin<sup>6<\/sup>. Haitallisilla lapsuusajan kokemuksilla (<em>ACEs<\/em>) tarkoitetaan lapsuudessa (0-17 vuoden i\u00e4ss\u00e4) koettuja vahingollisia tapahtumia, kuten emotionaalista tai fyysist\u00e4 kaltoinkohtelua, v\u00e4kivaltaa, seksuaalista hyv\u00e4ksik\u00e4ytt\u00f6\u00e4, l\u00e4heisen itsemurhaa tai vanhempien mielenterveys- ja p\u00e4ihdeongelmia.<sup>7<\/sup><\/p>\n\n\n\n<p>Haitallisten lapsuusajan kokemusten (<em>ACEs<\/em>) selvitt\u00e4minen on merkityksellist\u00e4, sill\u00e4 niill\u00e4 on todettu olevan voimakas yhteys yksil\u00f6n terveydentilaan ja ne voivat oireilla esimerkiksi p\u00e4ihderiippuvuutena tai sy\u00f6mish\u00e4iri\u00f6in\u00e4 ja aiheuttaa sosiaalisia ja taloudellisia haasteita, mielenterveysongelmia\u00b8 sy\u00f6p\u00e4\u00e4 tai pitk\u00e4aikaissairauksia, kuten syd\u00e4n- ja verisuonitauteja tai autoimmuunisairauksia. Terveydelle haitalliset elintavat; tupakointi, p\u00e4ihteiden k\u00e4ytt\u00f6, ylensy\u00f6minen tai seksuaalinen riskik\u00e4ytt\u00e4ytyminen voivat toimia selviytymiskeinoina \u2013 tiedostettuina tai tiedostamattomina \u2013 henkil\u00f6ille, joilla on haitallisia lapsuusajan kokemuksia. Haitallisten lapsuusajan kokemusten selvitt\u00e4minen auttaa ymm\u00e4rt\u00e4m\u00e4\u00e4n asiakkaan terveydelle haitallisen toiminnan syit\u00e4, jolloin h\u00e4nt\u00e4 voidaan pyrki\u00e4 paremmin auttamaan tarjoamalla asiakasl\u00e4ht\u00f6isemp\u00e4\u00e4 hoitoa ja palveluja.<sup>8<\/sup><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"603\" height=\"340\" src=\"https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Child-1.jpg\" alt=\"\" class=\"wp-image-3438\" srcset=\"https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Child-1.jpg 603w, https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Child-1-300x169.jpg 300w, https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Child-1-484x273.jpg 484w\" sizes=\"auto, (max-width: 603px) 100vw, 603px\" \/><\/figure>\n\n\n\n<p>Traumahistoriaa ja altistumista haitallisille lapsuusajan kokemuksille voidaan tarkastella esimerkiksi <a href=\"https:\/\/www.traumainformedcare.chcs.org\/resource\/original-ace-questionnaire\/\">Adverse Childhood Experiences (ACE) -pisteytyksell\u00e4<\/a><sup>9<\/sup>. Mit\u00e4 useammalle haitalliselle lapsuusajan kokemukselle henkil\u00f6 on altistunut, sit\u00e4 korkeammat pisteet h\u00e4n saa.<sup>10<\/sup> Osa tutkijoista on suositellut ACE-pisteytyst\u00e4 k\u00e4ytett\u00e4v\u00e4ksi haitallisten lapsuusajan kokemusten seulonnassa<sup>11<\/sup>, kun taas toiset ovat sit\u00e4 mielt\u00e4, ettei ACE-pisteytys ole v\u00e4ltt\u00e4m\u00e4tt\u00e4 sellaisenaan seulontaan soveltuva diagnostinen ty\u00f6kalu, vaan pikemminkin keino tarkastella ja ymm\u00e4rt\u00e4\u00e4 asiakkaan traumahistorian, terveydentilan ja palvelutarpeen v\u00e4list\u00e4 yhteytt\u00e4.<sup>12<\/sup><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><em>Asiakkaan traumahistorian selvitt\u00e4minen ja sen ymm\u00e4rt\u00e4minen, miten haitalliset lapsuusajan kokemukset ovat yhteydess\u00e4 yksil\u00f6n terveydentilaan, voivat olla yksi tapa v\u00e4hent\u00e4\u00e4 h\u00e4iri\u00f6kysynt\u00e4\u00e4 ja tarjota asiakasl\u00e4ht\u00f6isempi\u00e4 palveluja<\/em><\/p><\/blockquote>\n\n\n\n<p>Asiakkaan traumahistorian selvitt\u00e4minen ja sen ymm\u00e4rt\u00e4minen, miten haitalliset lapsuusajan kokemukset ovat yhteydess\u00e4 yksil\u00f6n terveydentilaan, voivat olla yksi tapa v\u00e4hent\u00e4\u00e4 h\u00e4iri\u00f6kysynt\u00e4\u00e4 ja tarjota asiakasl\u00e4ht\u00f6isempi\u00e4 palveluja. T\u00e4llaista l\u00e4hestymistapaa voidaan kutsua traumainformoiduksi ty\u00f6otteeksi, joka ei ole viel\u00e4 vakiintunut k\u00e4yt\u00e4nt\u00f6 suomalaisissa sote-palveluissa, vaikka kansainv\u00e4lisesti se onkin yleisempi toimintamalli<sup>13<\/sup>. Esimerkiksi Yhdysvalloissa ACE-pisteytyst\u00e4 k\u00e4ytet\u00e4\u00e4n terveydenhuollossa laajalti asiakkaan traumahistorian selvitt\u00e4miseen ja haitallisten lapsuusajan kokemusten seulomiseen.<sup>14<\/sup> Suomessa traumainformoidun ty\u00f6otteen laajempi k\u00e4ytt\u00f6\u00f6notto sote-palveluissa edellytt\u00e4isi koulutusta, tutkimusta ja monialaista yhteisty\u00f6t\u00e4.<\/p>\n\n\n\n<p>H\u00e4iri\u00f6kysynn\u00e4n ymm\u00e4rt\u00e4misess\u00e4 on t\u00e4rke\u00e4\u00e4 oivaltaa, ettei vika ei ole yksil\u00f6iss\u00e4, vaan palveluj\u00e4rjestelm\u00e4ss\u00e4 \u2212 tavassa, jolla palvelut on organisoitu.<sup>15<\/sup> Design Thinking -menetelm\u00e4 on yksi soveltuva keino terveydenhuollon moninaisten haasteiden ratkaisemiseen ja sen l\u00e4ht\u00f6kohtana on pyrkimys ymm\u00e4rt\u00e4\u00e4 asiakkaiden tarpeita empaattisesti<sup>16<\/sup>. Menetelm\u00e4n yksi keskeisist\u00e4 ajatuksista <em>&#8221;Turning health care to human care&#8221;<\/em>, voisi mahdollisesti toimia oivallisesti my\u00f6s h\u00e4iri\u00f6kysynn\u00e4n v\u00e4hent\u00e4misess\u00e4, kun sote-palvelujen tarjoamista tarkasteltaisiinkin potilaan n\u00e4k\u00f6kulman sijaan <em>ihmis<\/em>keskeisesti, asiakkaan mahdollinen traumahistoria huomioiden. Sote-uudistuksessa Design Thinking \u2013menetelm\u00e4n hy\u00f6dynt\u00e4minen sujuvien ja asiakasl\u00e4ht\u00f6isten palveluketjujen ja -kokonaisuuksien rakentamisessa voisi n\u00e4in tarjota \u2212 traumainformoidun ty\u00f6otteen ohella \u2212 k\u00e4ytt\u00f6kelpoisen keinon h\u00e4iri\u00f6kysynn\u00e4n v\u00e4hent\u00e4miseen.<\/p>\n\n\n\n<div class=\"wp-block-ugb-team-member ugb-team-member ugb-780ab05 ugb-team-member--v3 ugb-team-member--design-plain ugb-team-member--columns-1 ugb-main-block\"><style>.ugb-780ab05 .ugb-img{-webkit-mask-image:url('data:image\/svg+xml;base64,PHN2ZyB2aWV3Qm94PSIwIDAgMjAwIDIwMCIgeG1sbnM9Imh0dHA6Ly93d3cudzMub3JnLzIwMDAvc3ZnIj48cGF0aCBkPSJNMTg4LjUgMzEuOWMxMi45IDE1LjkgMTIuNSA0My4zIDEwLjMgNzcuMXMtNi4yIDc0LjItMjYuMiA4Ni41LTU2LjEtMy4zLTg5LjQtMjEuMi02My43LTM4LjEtNzYuNC02OS44Qy01LjkgNzMtLjggMjkuOSAyMS42IDExLjcgNDQtNi40IDgzLjguNSAxMTYuNyA2LjFzNTkgMTAgNzEuOCAyNS44eiI+PC9wYXRoPjwvc3ZnPg==');mask-image:url('data:image\/svg+xml;base64,PHN2ZyB2aWV3Qm94PSIwIDAgMjAwIDIwMCIgeG1sbnM9Imh0dHA6Ly93d3cudzMub3JnLzIwMDAvc3ZnIj48cGF0aCBkPSJNMTg4LjUgMzEuOWMxMi45IDE1LjkgMTIuNSA0My4zIDEwLjMgNzcuMXMtNi4yIDc0LjItMjYuMiA4Ni41LTU2LjEtMy4zLTg5LjQtMjEuMi02My43LTM4LjEtNzYuNC02OS44Qy01LjkgNzMtLjggMjkuOSAyMS42IDExLjcgNDQtNi40IDgzLjguNSAxMTYuNyA2LjFzNTkgMTAgNzEuOCAyNS44eiI+PC9wYXRoPjwvc3ZnPg==')}.ugb-780ab05 .ugb-button.ugb-button--has-icon.ugb-button--has-icon svg{width:px;height:px}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-team-member__item 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2.6-132.1-9c-19.6-7.8-34.7-22.9-42.6-42.6-11.7-29.5-9-99.5-9-132.1s-2.6-102.7 9-132.1c7.8-19.6 22.9-34.7 42.6-42.6 29.5-11.7 99.5-9 132.1-9s102.7-2.6 132.1 9c19.6 7.8 34.7 22.9 42.6 42.6 11.7 29.5 9 99.5 9 132.1s2.7 102.7-9 132.1z\"><\/path><\/svg><\/div><\/a><\/div><div class=\"ugb-button-container\"><a class=\"ugb-social-button ugb-button-linkedin ugb-button ugb-button--size-normal ugb-button--icon-only ugb-button--has-icon\" href=\"https:\/\/www.linkedin.com\/in\/reetta-mustonen-0078bab4\/\" rel=\"noopener noreferrer nofollow\" title=\"\"><div class=\"ugb-icon-inner-svg\"><svg aria-hidden=\"true\" data-prefix=\"fab\" data-icon=\"linkedin-in\" class=\"svg-inline--fa fa-linkedin-in fa-w-14\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 448 512\"><path fill=\"currentColor\" d=\"M100.28 448H7.4V148.9h92.88zM53.79 108.1C24.09 108.1 0 83.5 0 53.8a53.79 53.79 0 0 1 107.58 0c0 29.7-24.1 54.3-53.79 54.3zM447.9 448h-92.68V302.4c0-34.7-.7-79.2-48.29-79.2-48.29 0-55.69 37.7-55.69 76.7V448h-92.78V148.9h89.08v40.8h1.3c12.4-23.5 42.69-48.3 87.88-48.3 94 0 111.28 61.9 111.28 142.3V448z\"><\/path><\/svg><\/div><\/a><\/div><div class=\"ugb-button-container\"><a class=\"ugb-social-button ugb-button-email ugb-button ugb-button--size-normal ugb-button--icon-only ugb-button--has-icon\" href=\"mailto:reetta.a.mustonen@utu.fi\" rel=\"noopener noreferrer nofollow\" title=\"\"><div class=\"ugb-icon-inner-svg\"><svg aria-hidden=\"true\" data-prefix=\"far\" data-icon=\"envelope\" class=\"svg-inline--fa fa-envelope fa-w-16\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 512\"><path fill=\"currentColor\" d=\"M464 64H48C21.49 64 0 85.49 0 112v288c0 26.51 21.49 48 48 48h416c26.51 0 48-21.49 48-48V112c0-26.51-21.49-48-48-48zm0 48v40.805c-22.422 18.259-58.168 46.651-134.587 106.49-16.841 13.247-50.201 45.072-73.413 44.701-23.208.375-56.579-31.459-73.413-44.701C106.18 199.465 70.425 171.067 48 152.805V112h416zM48 400V214.398c22.914 18.251 55.409 43.862 104.938 82.646 21.857 17.205 60.134 55.186 103.062 54.955 42.717.231 80.509-37.199 103.053-54.947 49.528-38.783 82.032-64.401 104.947-82.653V400H48z\"><\/path><\/svg><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<p><sup>1<\/sup>(Seddon 2014, Hyyti\u00e4l\u00e4 &amp; Kekom\u00e4ki 2017)<\/p>\n\n\n\n<p><sup>2<\/sup>(Walley ym. 2019)<\/p>\n\n\n\n<p><sup>3<\/sup>(Hyyti\u00e4l\u00e4 &amp; Kekom\u00e4ki 2017)<\/p>\n\n\n\n<p><sup>4<\/sup>(Hyyti\u00e4l\u00e4 &amp; Kekom\u00e4ki 2017, Hyyti\u00e4l\u00e4 2021)<\/p>\n\n\n\n<p><sup>5<\/sup>(Felitti ym. 1998, Burke Harris 2019)<\/p>\n\n\n\n<p><sup>6<\/sup>(World Health Organization, WHO 2020)<\/p>\n\n\n\n<p><sup>7<\/sup>(Felitti ym. 1998)<\/p>\n\n\n\n<p><sup>8<\/sup>(Felitti ym. 1998.)<\/p>\n\n\n\n<p><sup>9<\/sup>(Felitti ym. 1998, Petruccelli ym. 2019)<\/p>\n\n\n\n<p><sup>10<\/sup>(WHO 2018)<\/p>\n\n\n\n<p><sup>11<\/sup>(Petruccelli ym. 2019)<\/p>\n\n\n\n<p><sup>12<\/sup>(Anda ym. 2020)<\/p>\n\n\n\n<p><sup>13<\/sup>(Raja ym. 2015, Anda ym. 2020)<\/p>\n\n\n\n<p><sup>14<\/sup>(Anda ym. 2020)<\/p>\n\n\n\n<p><sup>15<\/sup>(Hyyti\u00e4l\u00e4 &amp; Kekom\u00e4ki 2017)<\/p>\n\n\n\n<p><sup>16<\/sup>(Ferreira ym. 2015)<\/p>\n\n\n\n<p>L\u00c4HTEET<\/p>\n\n\n\n<p>Anda R, Porter L &amp; Brown D. 2020. Inside the Adverse Childhood Experience Score: Strengths, Limitations, and Misapplications. American Journal of Preventive Medicine 59(2), 293\u2212295.<\/p>\n\n\n\n<p>Burke Harris N. 2019. Syv\u00e4lle ulottuvat juuret. Basam Books Oy. Helsinki.<\/p>\n\n\n\n<p>Felitti&nbsp; V, Anda R, Nordenberg D, Williamson D, Spitz A, Edwards V, Koss M &amp; Marks J. 1998. Relationship of Childhood Abuse and Household Dysfunction to Many of the Leading Causes of Death in Adults. The Adverse Childhood Experiences (ACE) Study. American Journal of Preventive Medicine 14(4), 245-258.<\/p>\n\n\n\n<p>Ferreira, F. K., Song, E. H., Gomes, H., Garcia, E. B., &amp; Ferreira, L. M. 2015. New mindset in scientific method in the health field: Design thinking. Clinics 70(12), 770\u2013772.<\/p>\n\n\n\n<p>Hyyti\u00e4l\u00e4, H. &amp; Kekom\u00e4ki, M. 2017. Kustannusten kasvu johtuu j\u00e4rjestelm\u00e4n h\u00e4iri\u00f6ist\u00e4. L\u00e4\u00e4k\u00e4rilehti, 46(72), 2664\u20132665.<\/p>\n\n\n\n<p>Hyyti\u00e4l\u00e4 H. 2021. Kuinka tehd\u00e4 sote-palveluissa parempia asioita, ei vain vanhoja asioita paremmin? Soteuudistus. <a href=\"https:\/\/soteuudistus.fi\/-\/kuinka-opimme-tekemaan-sote-palveluissa-parempia-asioita-ei-vain-vanhoja-asioita-paremmin-\">https:\/\/soteuudistus.fi\/-\/kuinka-opimme-tekemaan-sote-palveluissa-parempia-asioita-ei-vain-vanhoja-asioita-paremmin-<\/a>. 4.10.2021<\/p>\n\n\n\n<p>Petruccelli K, Davis J &amp; Bermana J. 2019. Adverse childhood experiences and associated health outcomes: A systematic review and meta-analysis. Child Abuse &amp; Neglect 97(104127), 1\u201313.<\/p>\n\n\n\n<p>Raja S, Hasnain M, Hoersch M, Gove-Yin S &amp; Rajagopalan C. 2015. Trauma Informed Care in Medicine. Current Knowledge and Future Research Directions. Family &amp; Community Health 38(3), 216\u2013226.<\/p>\n\n\n\n<p>Seddon, J. (Vanguard) (Locality). 2014. Saving money by doing the right thing. In Vanguard Consulting, 1\u201348.<\/p>\n\n\n\n<p>Walley, P., Found, P., &amp; Williams, S. 2019. Failure demand: a concept evaluation in UK primary care. International Journal of Health Care Quality Assurance, 32(1), 21\u201333.<\/p>\n\n\n\n<p>World Health Organization. 2018. Adverse Childhood Experiences International Questionnaire (ACE-IQ). <a href=\"https:\/\/www.who.int\/docs\/default-source\/documents\/child-maltreatment\/ace-questionnaire.pdf?sfvrsn=baed215c_2\">https:\/\/www.who.int\/docs\/default-source\/documents\/child-maltreatment\/ace-questionnaire.pdf?sfvrsn=baed215c_2<\/a>. 5.10.2021<\/p>\n\n\n\n<p>World Health Organization. 2020. Adverse Childhood Experiences International Questionnaire (ACE-IQ). <a href=\"https:\/\/www.who.int\/publications\/m\/item\/adverse-childhood-experiences-international-questionnaire-(ace-iq)\">https:\/\/www.who.int\/publications\/m\/item\/adverse-childhood-experiences-international-questionnaire-(ace-iq)<\/a>. 5.10.2021<\/p>\n\n\n\n<p>Kuval\u00e4hteet: Pixabay.<\/p>\n\n\n\n<p><\/p>\nSeuraa meit\u00e4:    <a class=\"synved-social-button synved-social-button-follow synved-social-size-32 synved-social-resolution-single synved-social-provider-facebook nolightbox\" data-provider=\"facebook\" target=\"_blank\" rel=\"nofollow\" title=\"Seuraa koulutuksiamme\" href=\"https:\/\/www.facebook.com\/facebook\" style=\"font-size: 0px;width:32px;height:32px;margin:0;margin-bottom:10px;margin-right:10px\"><img loading=\"lazy\" decoding=\"async\" alt=\"Facebook\" title=\"Seuraa koulutuksiamme\" class=\"synved-share-image synved-social-image synved-social-image-follow\" width=\"32\" height=\"32\" 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Kun asiakas ei saa odotuksiaan vastaavaa palvelua&#8230;<\/p>\n","protected":false},"author":5186,"featured_media":3435,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12,39],"tags":[402,228,858,870,216,219,417,861],"class_list":["post-3432","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artikkelit","category-tutkimus","tag-ace","tag-asiakas","tag-hairiokysynta","tag-ihmislahtoisyys","tag-palvelujarjestelma","tag-sote","tag-trauma","tag-traumahistoria"],"featured_image_urls_v2":{"full":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2.jpg",726,340,false],"thumbnail":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-150x150.jpg",150,150,true],"medium":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-300x140.jpg",300,140,true],"medium_large":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2.jpg",726,340,false],"large":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2.jpg",726,340,false],"hd_qu_size2":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-400x340.jpg",400,340,true],"1536x1536":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2.jpg",726,340,false],"2048x2048":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2.jpg",726,340,false],"post-thumbnail":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-484x227.jpg",484,227,true],"esotera-featured":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-484x300.jpg",484,300,true],"esotera-featured-lp":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-726x300.jpg",726,300,true],"esotera-featured-half":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-726x300.jpg",726,300,true],"esotera-featured-third":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-512x300.jpg",512,300,true],"esotera-lpbox-1":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2.jpg",726,340,false],"esotera-lpbox-2":["https:\/\/blogit.utu.fi\/soteakatemia\/wp-content\/uploads\/sites\/534\/2021\/10\/Failure-2-480x340.jpg",480,340,true]},"post_excerpt_stackable_v2":"<p>H\u00e4iri\u00f6kysynn\u00e4ll\u00e4 (failure demand) tarkoitetaan tilannetta, joka syntyy, kun palveluj\u00e4rjestelm\u00e4 ep\u00e4onnistuu asiakkaan tarpeisiin ja odotuksiin vastaamisessa \u2212 eli asiakkaan palvelemisessa. Kun asiakas ei saa odotuksiaan vastaavaa palvelua&#8230;<\/p>\n","category_list_v2":"<a href=\"https:\/\/blogit.utu.fi\/soteakatemia\/category\/artikkelit\/\" rel=\"category tag\">Artikkelit<\/a>, <a href=\"https:\/\/blogit.utu.fi\/soteakatemia\/category\/tutkimus\/\" rel=\"category tag\">Tutkimus<\/a>","author_info_v2":{"name":"Dialogiblogi","url":"https:\/\/blogit.utu.fi\/soteakatemia\/author\/sumaput\/"},"comments_num_v2":"1 comment","_links":{"self":[{"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/posts\/3432","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/users\/5186"}],"replies":[{"embeddable":true,"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/comments?post=3432"}],"version-history":[{"count":2,"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/posts\/3432\/revisions"}],"predecessor-version":[{"id":3447,"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/posts\/3432\/revisions\/3447"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/media\/3435"}],"wp:attachment":[{"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/media?parent=3432"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/categories?post=3432"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogit.utu.fi\/soteakatemia\/wp-json\/wp\/v2\/tags?post=3432"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}