Medtanken Medpro Åmål –
A leader in the digital transformation of primary care
Medtanken Medpro Åmål is one of western Sweden’s largest healthcare centers, with 60 employees, approximately 11,000 registered patients, and 13 different professions. Transforming such a large operation requires determined leadership, sustained change efforts, and a committed staff. In a short period of time, Åmål has developed working methods, a culture, and technical support that make digital healthcare an everyday tool—not a side track.
• Increased doctor capacity without more doctors – from approx. 900 to 1,100 visits per month
• Strong growth AND enhanced continuity
• Productivity per physician increases by approximately 45%
From a difficult situation to targeted change
In 2024, Medtanken began collaborating with Platform24, the provider of the digital system that now forms the backbone of Åmål’s digital flows. The conditions were challenging. Åmål’s population has significant healthcare needs, and the nearest hospital is two hours away. Despite doubling the number of staff, they were unable to meet the demand. In the spring of 2025, the situation was close to a crisis when only six doctors remained on duty. The need to find smarter, more efficient ways of working was urgent.
The collaboration with Platform24 became an important springboard. Digital contact channels quickly relieved the burden on the telephone system, directed cases to the right place, and freed up doctors’ time for patients who needed physical visits. Leadership and staff commitment—especially the willingness to try new things, learn from data, and make adjustments—were crucial. Although not everything is perfect, the foundation for a sustainable transition is in place.
Digital first with the right level of care
Åmål has clear goals for primary care: to encourage patients to seek care digitally for an initial assessment, to use chat and questionnaires for follow-ups after visits, and to move administrative tasks from telephone queues to digital flows. Since December 11, 2024, 1,680 patient visits have been made digitally. Through symptom forms, video and chat meetings with the right professional, the patient receives quick feedback – sometimes without having to book a physical visit. When a physical visit is needed, it becomes more effective, as much of the preparatory work has already been done digitally.
Increased patient volume
The diagram visualizes contacts per producing physician after implementation of Platform24 for Medpro Åmål.
From pilot to scale – measurable results
Productivity: Contacts per productive physician increased from approximately 90 patients to 130 patients per month, which corresponds to an increase of approximately 45%. With the same number of physicians, Åmål has created more physician capacity. They do not have fewer patients, but faster flows.
Increased patient volume without more staff: From late summer, there was a sharp increase from approximately 750 to 1,100 contacts per month – without increasing basic staffing levels.
Digital capacity: Digital doctor contacts increased from 14 to 118 per month. The effect is immediately apparent in reduced telephone traffic, faster initial assessments, and greater precision in directing patients to the right. The total volume of contacts has increased from 766 to 1076.professional.
Continuity with scale: The continuity index rose from 20% to 28%. This proves the theory that digital accessibility creates both faster care and stronger relationships – not the opposite.
Increased continuity
The diagram explains continuity of care for patients through a continuity index. This proves that patient volume and continuity increase simultaneously.
The situation gave us a change of perspective where we needed to lift our gaze and see the bigger need. We needed to adapt, not by running faster but by working smarter. Digitalization never became a project or a tool for us, but a natural and organic transition to something better in order to fulfill our healthcare mission.”
– Fredrik Skärlund, Operations manager at Medtanken Medpro Åmål.
Young people and digital groups
The transition has been rapid in the field of youth mental health. The group format is used for various therapies and treatment programs, where chat and secure digital meetings create continuity and accessibility for young people. Platform24 has worked closely with Medtanken, which was the first customer to start using digital group conversations.
“As a supplier, we have learned an incredible amount about the needs of staff when interacting with patients and in their everyday work. This is important input for our developers who are working on further developing the product,” says Emil Rydén, product owner at Platform24.
Remote rehabilitation – a new normal
Rehabilitation has also entered a new era. To date, 322 digital rehabilitation sessions have been conducted on the platform since its launch. Patients receive personalized training programs, can submit questions about exercises, and avoid spending time and money traveling to the health center. For staff, this means more frequent, shorter, and more focused contacts that can be scheduled between other tasks.
Effects: flexibility, accessibility, and opportunities to save time.
It is difficult to accurately measure all the efficiency gains in an ongoing transition, but several patterns are clear. Staff gain greater flexibility – with the opportunity to work from home, better control over their working day and fewer interruptions. Patients have more choices: they can read what the doctor or physiotherapist wrote in the chat, ask follow-up questions when it suits them, avoid telephone queues and receive test results digitally.
“Digitization has given us new predictability and valuable seconds to triage better or consult when needed. When cases can be technically managed correctly from the outset, healthcare staff can work at the top of their game – with assessment and advice instead of administration. At the same time, patients receive safer and more accessible care. We don’t see it as a technical issue, but as a quality issue,” says Fredrik Skärlund, Operations Manager at Medtanken Medpro Åmål.
A modern employer that attracts talent
Digitalization has also strengthened Åmål as an employer. A modern, data-driven, and flexible workplace attracts more professionals and makes it easier to retain talent—crucial in a town where recruitment has long been a challenge. By showing the way forward, following up on results, and being open about the fact that everything is not perfect yet, Medtanken Medpro Åmål has built a learning organization that is constantly taking the next step. The health center is at the top of Medtanken in terms of accessibility, digital meetings (video and chat), and doctor participation in digital care – with over 40 active doctors. It is a potential operating model for digital-physical primary care.
In conclusion: Clear results and proven value
Åmål proves that the platform creates capacity, accessibility, and continuity at the same time. Digital accessibility provides both faster care and stronger relationships, while at the same time reducing the pressure on telephone lines. With more digital doctor contacts per month, higher total volume, and increasing continuity, Åmål has achieved clear results—without more doctors and without compromising on quality. As pressure on primary care increases, Åmål shows that the solution is not just about more hands – but about smarter working methods, committed leadership and technology that is actually used in everyday life. This is how to lead the way in the next phase of digitalisation.