Lunna - Digital services platform

Open on weekdays from 8.00 to 16.00:  

• Digital clinic at health stations

• Dental care

• Maternity and child health clinic

• Senior Info

• Social services guidance

• Customer service

You can use Lunna either through the mobile app or a web browser. The service requires strong authentication with online banking codes or a mobile certificate. The general customer service can be used without authentication.

Using mobile application

1. Download the mobile application from Google Play or the App Store

   Download the app for Android device(external link)

   Download the app for iOS device(external link)

2. Log in to the application using strong identification with bank identification codes or a mobile certificate. Strong identification is valid for up to three months.

3. During your first login, you need to provide your phone number and accept the app's terms of use. You can view the terms by clicking the "Terms of Use" button.

4. Next, you will be asked for permission to send notifications (text messages, emails, desktop notifications).

5. If your strong authentication for the mobile app is still valid, you can log in in the future using:

• PIN code

• Fingerprint recognition

• Face recognition

Using web browser

1. Type "lunna.fi" in the browser's address bar.

2. Log in to the application using strong identification with bank identification codes or a mobile certificate. When using a web browser, you will need to log in using authentication each time, and you cannot use a PIN code or biometric authentication.

3. During your first login, you need to provide your phone number and accept the app's terms of use. You can view the terms by clicking the "Terms of Use" button.

4. Next, you will be asked for permission to send notifications (text messages, emails, desktop notifications).

To use the Lunna app on a mobile device or update to the latest version, your device must have a sufficiently recent operating system:

• Android devices: Android version 11 or later
• iPhone and iPad: iOS version 17 or later

Newer operating systems ensure the app’s security and privacy. Older versions no longer receive security updates.

If your device does not meet the above version requirements, you can use Lunna in a browser at: www.lunna.fi(external link)

You can change Lunna's notification settings as follows:

• In the app: Go to the user account section "Consents".
• In the browser version: Go to the profile section "Consents".

Lunna is available to all residents of the Western Uusimaa Wellbeing Services County. We also serve seasonal residents and tourists. You can use Lunna on behalf of a close relative if they live in Western Uusimaa, even if you live elsewhere.

You can use the online service both with and without authentication. Using the service without authentication means that you do not need to use strong authentication, such as online banking codes or a mobile certificate. Without authentication, you can only receive general customer service. When logging in the first time, you must accept the service's privacy policy and terms of use.

You can act on behalf of another person in Lunna if you are the guardian of a child under 18 or have a Suomi.fi e-authorizations for both social and healthcare matters. 

To act on behalf of someone, you need to add the person to your profile in Lunna. At the beginning of a discussion, select the person on whose behalf you are acting to manage their matters. 

There may be factors that prevent acting on behalf of someone else. Read more in the instructions about acting on behalf of another individual in social and health care services.

All persons, including dependents under the age of 18, must be added to your profile if you wish to act on their behalf in Lunna. Excluding yet unnamed children, on whose behalf you can act using your own profile.

In the mobile application:

1. Open the mobile application and authenticate with your preferred authentication method.
2. Select "My information" from the navigation.
3. Select "Acting on behalf of another person”
4. Select "Add a person you act on behalf of”
5. Select "Go to Suomi.fi", which will take you to the Suomi.fi service to choose the persons to be added to your profile.
6. Confirm your selection by choosing "Select and go to the e-service", which will redirect you back to Lunna.
7. The person you selected is added to the list of persons you can act on behalf of, and you can now manage their matters. Before starting a conversation, select on whose behalf you are acting. 

In the browser version:

1. Go to www.lunna.fi(external link) and authenticate in Lunna with your preferred authentication method.
2. Select "Profile" from your own information in the navigation.
3. Scroll to "Persons you are acting on behalf of”
4. Select "Add a person you act on behalf of".
5. Select " Go to the Suomi.fi service" to choose the persons to be added to your profile.
6. Confirm your selection by choosing "Select and proceed to the service", which will redirect you back to Lunna.
7. The person you selected is added to the list of persons you can act on behalf of, and you can manage their matters. Before starting a conversation, select on whose behalf you are acting.

If you do not see the desired persons in the Suomi.fi service, you lack the right or authorization to act on their behalf. Authorization can be done in the Suomi.fi service. 

Persons who can perform strong authentication can make Suomi.fi authorization at www.suomi.fi/e-authorizations(external link). You can either request or grant authorizations. For acting in Lunna, authorizations for managing social and healthcare matters are needed. 

If strong authentication tools are not available, authorization can be done online with an application or by booking an appointment at the Digital and Population Data Services Agency office. See detailed instructions on the Suomi.fi website: "Granting mandates if you are unable to use electronic services(external link)". 

The person you act on behalf of may have their own active profile in Lunna, for example, a 15-year-old child with their own bank credentials. When the right or Suomi.fi authorizations are valid, you can still manage their matters in Lunna. 

In Lunna, conversations and transactions are visible only to the person who initiated them. You cannot view or change the information or settings in another person's profile; they must make any changes themselves.

You can act on behalf of an unnamed child in Lunna with your own profile. When starting a discussion, choose your profile and inform the professional that you are managing matters for an unnamed child.

You cannot add a child who is still unnamed to your profile. You can add your child to your profile once their names have been entered in the Population Information System. After that remember to select the correct profile before starting a conversation.

The service channel of the digital services of the Western Uusimaa Wellbeing Services County is called Lunna (“the Service”).

To use the digital services of the Western Uusimaa Wellbeing Services County, the user is required to accept these terms and conditions, commit to complying with them, and give their consent to digital services when enabling the Service. The terms and conditions describe the use of the Service, the processing of the data created when the Services is used, and the responsibilities of the Service provider and the user of the Service. When registering for the Service, the user must familiarise themselves carefully with the terms and conditions and accept them in their entirety. The user must also familiarise themselves with the description of the processing of personal data, which is presented in the privacy policy.

By accepting these terms and conditions and by registering for the Service, the user declares that they have understood what they have read and commits themselves to complying with the terms and conditions of the Service.

Only a registered user of the Service has the right to use their user account in the Service. The Service may also be used on behalf of the user by a person who in accordance with these terms and conditions has the right to register for and use the Service on behalf of the user.

The user or the person using the Service on behalf of the user shall always be solely responsible for the use of the Service in accordance with these terms and conditions. The user must immediately inform the Western Uusimaa Wellbeing Services County if they suspect that the Service is used on their behalf against their authorisation or in violation of these terms and conditions.

The only right received by the user in accordance with the terms and conditions of the Service is the right to use the Service.

When accepting the terms and conditions of the Service and when using the Service, the user confirms that they understand the following principles:

• I understand that if my matter requires immediate help, I will ring the emergency number 112.
• I understand that I am myself responsible for ensuring that the information I have provided in the Service is correct.
• I understand that the information I forward through the Lunna application may end up being part of my patient information in healthcare and/or my client information in social welfare. In this case, the statutes and regulations concerning client and patient information will apply to it.
• I understand that not all of the information that I forward through the Lunna application is saved as patient information in the patient information system but is saved on the service platform provided by the supplier. For example, this information may include the content of the discussions held and the answers given to surveys. Essential information affecting decisions on care and services are recorded as client and patient information in the client and patient information system.
• I understand that the Western Uusimaa Wellbeing Services County may send me digital messages, notifications and decisions that I am entitled to be informed about via the Service. Western Uusimaa Wellbeing Services County will request separate consent for electronic notice of decisions.
• I understand that I may be denied the right to use to the Service if I intentionally misuse it. For example, misuse includes threatening and appropriate behaviour, unnecessary contact requests and sending offensive or illegal material.
• I understand that the Lunna application may sometimes be unavailable, for example, because of maintenance breaks, technical faults or other similar reasons.
• I understand that information created without identification will not be saved in the Service and no entries related to it will be made in the patient or client information systems.
• I understand that I must have functioning connections and sufficient technical capacities and software for using the Service.
• I understand that I am also responsible for the security and functioning of the devices and software I use.
• I understand that I have the obligation to keep my credentials secret and that I am responsible for all use of the Service carried out with my credentials and any fees, obligations and consequences that may be caused by it.

The Western Uusimaa Wellbeing Services County is not in any way responsible for any direct or indirect harm or costs caused to the user or third parties by the Service or its malfunctions.

• Log in to the app using the account you want to delete.

• Select the "My information" page from the app's dropdown menu or "Profile" in the web browser.

• Scroll down and select "Delete account".

• Confirm the deletion of your account by entering your full name in the required field.

• Click "Continue/Delete account".

• You are now logged out, and your account and data will be deleted within the next 48 hours. You can re-register after your account is deleted, but no later than 48 hours.

Data processed in Lunna will not be stored after the account is deleted. Data on use of the service is stored in the patient information system.

During registration, enter your phone number without the leading zero. You will receive a six-digit confirmation code via SMS. If you do not receive the confirmation message, check the spam folder of your text messaging app.

If registration is still unsuccessful, ensure that your internet and VPN connections are not causing issues. Try using another network or device if possible. 

As a rule, the chat service and the non-urgent messaging service are provided free of charge in Lunna. If the client is redirected from a chat discussion with a nurse at the digital clinic to a discussion with a doctor, a health centre fee for the appointment may apply in the same way as for phone appointments. The clients are informed about any applicable fees before they are redirected to a paid service. Some other remote appointments are subject to a fee, as well.

More information: Client fees

You can log into the application using fingerprint and facial recognition if you have enabled these features in your smart device’s settings.

Login options can be found in the settings under "Password and Security", "Security", "Biometrics", or "Face ID and Password" depending on your device. Once you have enabled your desired login method according to the device’s instructions, you can log into Lunna using fingerprint or facial recognition from there on.

Currently, it is not possible to view your prescriptions in Lunna. You can review and renew your valid prescriptions in MyKanta(external link). In Lunna, you can contact the health center's digital clinic if you need a prescription that you cannot renew in MyKanta.

Acting on behalf of an adult

Ensure that you have Suomi.fi e-authorizations for both social and healthcare matters.

Acting on behalf of a child

A child who doesn’t yet have a name in the population information system cannot be included in Lunna. Once your child has a name, you can add them. In the meantime, you can act on behalf of an unnamed child in Lunna using your own profile. Make sure to inform the professional that you are acting on behalf of an unnamed child.

Acting on behalf of a minor is not possible if:

• The child is in custody.
• The terms of the child’s custody agreement prohibit such actions.
• Either you or the child are subject to a non-disclosure order.

If a child is considered mature enough to make decisions about their own information, some data may not be visible to their parents.

If there are no restrictions for acting on behalf of someone else, but you're still unable to add your close one, try the following steps:

1. Update the app to the latest version.
2. Restart your device.
3. Log out of the app and sign in again.
4. Uninstall the app and reinstall it.

The application provides services based on the municipality of residence of the customer logged into the application. Adding a person you can act on behalf of in Lunna doesn’t change the service menu, so as a non-resident, you cannot see all Lunna services. However, you can contact various services, such as Senior Info or Digital clinic.

The application might send notifications in the wrong language. You can change the language settings either in the app or in the browser -version. In the app, the language menu is in the 'My Information' section. In the web browser, you can find it in the upper left corner of the page. Lunna supports Finnish, Swedish, and English languages. 

 If you do not receive notifications about incoming messages from Lunna, ensure the following:

1. Notification settings in the app:

• Go to "My Information" and select "Consents".

2. Notification settings in the browser version:

• Go to the "My Information" menu and select the "Profile" section, where you will find "Consents".

3. Phone notification settings:
   • Make sure you have not blocked notifications from the Lunna app.

Lunna has replaced the following digital services:

• Digital Wellbeing. Replacement srvices in Lunna: Maternity clinic chat and non-urgent messages, as well as non-urgent messages in school and student health care.
• Omaolo. Replacement services in Lunna: Adult or children's digital clinic and non-urgent messages from various services.
• Maisa. Read more at luvn.fi/maisa. Replacement services in Lunna: Adult and children's digital clinics, non-urgent message to the health center, dental care chat, and non-urgent messages. Note that the use of Maisa continues normally in HUS services, i.e., in specialised medical care.

• In the application, the survey sent by a professional can be found under “My Information” under the heading “Activities”.
• In the browser, the survey can be found in the menu on the left under the heading “My Information”.

Our customer service also assists residents by phone and email. You can reach our customer service and switchboard at 029 151 2000 or via email at info@luvn.fi.

For the deaf and hard of hearing, we have a text messaging service at 045 739 59250.

Customer service is available Monday to Friday from 8:00 to 16:00.

Read more about Digital Support.