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Self Service

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

Efficient Healthcare Delivery
with Self-Service Tools

By leveraging our self-service and automation support tools, patients can take an active role in managing their care journeys, while healthcare providers can optimize their resources and streamline their workflows.

With our self-service platform, patients can access their health information, schedule appointments, request prescription refills, and receive reminders and notifications all from the comfort of their own homes. This helps to reduce wait times and administrative burden on providers, freeing up valuable time for more complex patient care needs.

In addition, our automation tools can help to automate routine administrative tasks such as appointment reminders, billing and claims processing, and prescription management. This allows providers to spend more time with patients, providing personalized care and treatment, rather than being bogged down with administrative tasks.

Through self service, we offer quick and medically safe:

  • Automated triage to the right level of care
  • Routing to care unit based on need and availability
  • Self-care advice
  • Recording of medical history through fully customisable forms
  • Appointment booking and management for physical and virtual consultations

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

Completely customisable

We understand that different businesses have unique requirements when it comes to medical questionnaires and triaging tools. That’s why we offer both standardized and medically validated content that adheres to national protocols, as well as the flexibility to customize or create your own forms to meet your specific needs.

Booking offers powerful tagging of time slots, for patient autonomy and engagement. This while still retaining medical priority and operational efficiency. The booking engine facilitates clinicians wanting to schedule an appointment through booking tickets, giving the patient flexibility within the criteria defined by the clinician.

Patient-initiated bookings

Patients can book both physical and virtual visits. Available time slots are filled by appropriate patient groups based on:

  • Triage outcome (services needed, level of urgency etc)
  • Pre-configured booking flows (to specific care unit, to dental care etc)
  • In addition to choosing a date and time that suits the patient, the patient can also be provided the opportunity to select a care unit and practitioner.

Clinician-initiated bookings

Clinicians can book patients in two ways:

  1. Book an appointment directly in the clinician Workspace (either scheduled or scheduled free)
  2. Send a booking ticket to the patient, allowing the patient to make the booking through the Front Door. The clinician sets what types of time slots that are available to the patient.

Patient re-booking

With Patient re-booking, patients can cancel and/or re-book appointments themselves through the front door. This will save the care provider administrative time and reduce the risk of no-shows. The re-booking rule engine is fully configurable.

Built-in booking calendar

As part of “Workspace”, the built in booking calendar allows clinicians and administrators to register and set up time slots.

The scheduling tool allows to:

  • Create different types of time slots (online/offline, urgency etc.)
  • Multi-registering of time slots (repeat and copy)
  • Add tags to time slots, to increased type granularity (tags are flexible and decided by the care provider)
  • Connect a time slot to a role and/or a specific practitioner
  • Setting up time slot templates based on the needs of the care unit
  • A calendar overview with filtering on time slot type, role, practitioner, availability etc.

Save time by sending medical questionnaires before or during an appointment,letting the patient answer the questions independently.

The responses from the questionnaire are automatically summarised as a medical note and easy for the clinician to review.

Medical Base library

The medical base library consists of medical questionnaires and admin chat questionnaires and include:

Medical Questionnaires
  • ASRS
  • Gad7
  • PHQ-9
  • Pss14
  • Dudit
  • Audit
  • AuditC
Admin chat Questionnaires
  • Prescription renewal
  • Sick note (relating to sick leave, contains the Swedish Social Insurance Agency’s questions)
  • Certificate related to cancelled trips due to sickness
  • Care of sick child certificate
  • Health declaration

Auto-generated medical history note

The responses to the medical questionnaires are assembled and automatically generate a medical history note, before or during the appointment, depending on when the questionnaire is initiated.

Guide the patient to the right care level

Triage gives an automatic and medically safe recommendation based on the stated primary symptoms. By removing manual work, the clinicians can focus on spending time with patients in need of an appointment.

With automatic triage, all patients receive a consistent and unbiased assessment, with exceptional adherence to medical guidelines (96% compared to regular 55%)

Features included:

  • Natural Language Processing (NLP)
  • Chatbot
  • Triaging to recommendation
  • Platform24 medical content

How it works

  • Machine learning and Natural language processing (NLP) is used to identify the main symptoms.
  • The interview is done dynamically where the answers are evaluated and determine the next question. After finalising the interview, the patient gets a recommendation
  • The dynamical rules and exits are configurable to your needs

The recommended medical content used is covering all common conditions

  • 3000 search terms,
  • 1000 contact reasons,
  • 200 questionnaires
  • more than 3500 medical exits

Get even more questionnaires and the ability to order bespoke questionnaires, based on your needs.This library expands with time and MQ+ grants access to all future standard questionnaires.

Medical Questionnaires+ also enable usage of recurring medical questionnaires.

The Extended Medical library include

Medical Questionnaires

  • Diabetes type I
  • Diabetes type II
  • Hypertension
  • COPD
  • Depression
  • Hyperthereos
  • Hypothereos
  • Generalized anxiety disorder (GAD)
  • Return visit after orthopedic surgery

Admin chat Questionnaires

  • Contact tracing Sars-CoV-2
  • Prescription renewal

Routing to resource – Matching supply and demand

Improved resource utilisation through smarter matching of supply and demand:

  • Routing makes triage and other medical questionnaires even more powerful by adapting the recommendations based on the available supply of relevant healthcare.
  • The system optimises for both availability and continuity of care, taking patient-specific factors as well as local supply into account.
  • In addition, the system easily connects to other systems (e.g., generating automatic lab referrals) via the Connect product.

Routing: Escalation – Based on urgency and time rules

  1. The patient is initially assigned to the default unit.
  2. Based on urgency and waiting time, the patient can be routed to specialist or cooperating units.
  3. Cooperation and escalation is fully flexible and configurable

Both the waiting time rule and the care level are defined by the urgency.

After a set time, the patient is escalated to queues at collaborating care units or to specialists.

With several parallel queues, the capacity is increased which reduces waiting time.

Get full control of your medical content

Allowing you to control the questions, logics, medical outputs and recommendations given to the patient. Content Studio is part of the MDR product Triage24.

As a Medical Content Developer you can

  • Buy a licence and modify the default questionnaires
  • Add and edit questions
  • Link and create paths between questionnaires
  • Add and edit self care advices
  • Add questionnaires
  • Define patient exits based on your organisational needs
  • Visualise the questionnaires in graphs