Capio Denmark is a versatile private hospital with a wide range of medical specialties represented. With six hospitals nationwide, Capio is one of the largest private hospitals in Denmark, with the country’s largest center for advanced diagnostic imaging.
To save both patients’ and doctors’ time, Capio implemented a digital entrance for patient questions, consultations, and post-surgery video calls. Positive effects are already noted. Patients appreciate saving time traveling, and doctors express feeling less time-pressured, knowing their patient meetings are always conducted within the booked time slot.
A general trend in society is that people are expecting more flexible and less time-consuming solutions as part of their everyday life. In line with this, Capio Denmark has experienced an expectation from patients (and clinicians) to get increased access to digital services that can be handled from anywhere, anytime.
Capio was looking for a safe and secure platform to handle virtual visits (video and chat) in combination with being able to answer practical questions in regard to bookings and visits.
Besides fulfilling these needs, they found the Platform24 solution to have features regarding RPM and triaging patient flows, giving them the possibility to enhance their value proposition for the customers in the future.
Furthermore, they selected Platform24 since the company would be able to bring competence and experience from other digital transformation projects, to help with the cultural change in the organization.
Capio is still at the starting stage of its digital transformation journey. They are currently working on change management, which is an essential part of implementing the solution successfully. Convincing doctors that video consultations are as valid as physical services and getting the medical secretaries to see patient questions coming from digital channels as equally important to those coming from a phone call, will require more work. Capio is positive that the cultural transformation is heading in the right direction and seeing this change progressing within the organization is encouraging them to expand their digital service offerings even more in the future.
With Platform24 they can feel secure that once the doctors and medical secretaries are fully onboard using the digital channels when interacting with their patients, the next steps of increasing their services will not be as big of a change.
“Really good information about the process and how to set up the mobile and computer before the video interview started.”Patient feedback
“The doctors were a bit skeptical at the start, but once they had tried the video consultation and gotten used to the setup they saw the benefits – also from the patient’s point of view.”Staff feedback
Doctors at Capio are recognized specialists, with many years of experience within their field of expertise. Capio offers examinations and treatments with advanced technological equipment, in modern surroundings.
“Remember that cultural changes is 80% of the journey. Use gamification as a reward to keep the focus high in the organization after implementation. Involve Medical secretaries in the dialogues with the doctors. Identify your ambassadors in the organization, especially on the doctor’s side”
Nicolaj Bjerre Rasmusse, Digital Transformation Manager, Capio Privathospital
I am very grateful that we were able to get a high-quality service in place so quickly. For people to get the right information and help, as well as being able to meet us online instead of physically, is super important right now.
Head of Primary Care, Region Jämtland Härjedalen
This service really came at just the right time. When comparing ourselves to other regions, they had a much tougher time managing their telephone queues. With the two entry points of this platform, we have been able to maintain good accessibility despite increased workload.
Business Developer, Region Norrbotten
Digital consultations are a true complement to today’s healthcare services, and a critical solution for meeting future healthcare needs. We are excited about our current collaboration in creating a seamless online flow for triage, chat, video, lab and questionnaire services for both first-line, second-line and chronic care, which makes it so much more accessible to all our citizens.
Head of Development, Region Gävleborg
In a down-to-earth and fully competent way, Platform24 has delivered a flexible, customizable and dynamic platform with triage solutions and direct integration of systems containing patient health records. The platform’s simplicity and user-friendliness make it attractive to both the care provider and the patient.
Chief Medical Informatics Officer, Capio Närsjukvård AB
We are currently experiencing a massive burden on our healthcare systems. With the digital front door, we can increase accessibility, and patients are prioritized automatically based on the severity of their symptoms. Even the hearing impaired can easily get help through this platform.
Business Developer, Region Gävleborg