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Self-service & Automation

Through our self-service and automation support, patients gain control over their own care journeys, and providers save precious time and staff resources.

Patient-friendly interfaces

Counting millions of patient interactions annually, our platform offers the most comprehensive and proven system for automated triage and medical record authoring and routing in the Nordic countries.

Patients receive personalized advice and support through our intuitive and patient-friendly interface. The platform also matches demand to supply to ensure the best possible care based on current conditions.

Through self-service, we offer quick and medically safe:

  • Recording of medical history through fully customisable forms
  • Automated routing and triage to the right level of care, based on both need and availability
  • Self-care advice
  • Appointment booking for physical or digital consultations

Our algorithm is based on established national triage protocols and is constantly evolving and improving.

Self-service & automation modules

  • Medical questionnaires (customizable)
  • Triage (fully configurable)
  • Automated routing to available care units
  • Booking
  • Escalation

Completely customisable

Depending on your business needs, choose our standardized medical questionnaires and triaging tools, which adhere to national protocols, or make unlimited configurations to fully control your care chain.

Medical questionnaires help record medical history before, during and after consultations.

For instance, a doctor can send a scoring questionnaire directly to a patient to fill in. One example would be the Montgomery–Åsberg Depression Rating Scale (MADRS-S) for a suspected case of depression. Once submitted by the patient, the form would be automatically scored and prompt care providers with suggested actions according to medical guidelines.

Clinicians can also set up recurring questionnaires for patients who need to report on changes in their well-being at regular intervals.

Patients describe their symptoms to a chatbot and receive recommendations on how to proceed, as well as a “booking ticket” that refers them to the right care level.  When appropriate, patients can also directly access relevant self-care information (currently available only in certain regions).

Other next step care options include booking a physical or virtual visits, starting a virtual visit directly, or an immediate referral to emergency services. If the patient continues to a consultation, all information is integrated into a patient’s medical history, which can be shared with all their care providers.

Among many chatbots currently on the market, some fall into the “manual triage” area that still rely on keeping a human in the loop at all times. Others are more experimental, supposedly self-learning, black-box AI tools without sufficient proven clinical evidence. We take a balanced middle ground. Our triage logic is deterministic and fully transparent. It is based on Swedish national triage protocols that have been extensively used for hundreds of millions of patient cases over several decades.

Routing makes triage even more powerful by adapting the recommendations based on the available supply of relevant healthcare. 

The system optimizes for both availability and continuity of care, taking patient-specific factors as well as local supply into account. For example, if the patient is already registered with a GP clinic or an individual doctor, this will be considered in the triaging process.

In addition, the system easily connects to other systems (e.g., generating automatic lab referrals). Our customers have experienced significant savings utilizing our solution to prioritize COVID-19 tests according to national guidelines.

Booking enables patients to automatically schedule physical or virtual visits. The patient receives access to appropriate calendars based on services needed and levels of urgency.

In a public healthcare system, this could mean patients choosing between available doctors at a local GP clinic. On the other side, in a private insurance setting, this could mean patients choosing between specialists in an insurer’s network.

The app can directly interface with the caregiver’s EMR or booking system to automatically make appointments without human interaction. Since patients have been triaged before booking, care providers can trust that available slots are filled by the appropriate patient groups.

Escalation is our most advanced automation product and is used to optimize the balance between availability and continuity of care in complex healthcare systems.

For instance, the system might search for a very specific medical competence based on the patient’s needs, such as an arrhythmia. If there is no specialized doctor available online within a predefined amount of time, the system will then identify a cardiologist in the area. If a cardiologist is not located within a safe time period for that patient, then the case can instead be routed to a local primary care unit, or if that is not open, to a regional hotline.