19 out of 20 patients says self-referral works well
After 1.5 years of using the self-referral feature in SwipeCare® Clinic, 96% of patients at Elit Ortopedi state that it works well.
Writes anamnesis and makes an appointment
Elit Ortopedi is an orthopaedic surgical specialist clinic in Stockholm and since its opening has focused on thinking in new ways and working digitally in their care processes. As part of this, SwipeCare Clinic has been implemented where the digital self-referral plays a central part. In the self-referral, patients write their own anamnesis and book their appointment directly on their mobile or computer.
As part of Elit Ortopedi's quality assurance processes, continuous patient surveys are given to all patients. Questions are asked about satisfaction, improvements, NPS as well as the self-referral process.
“Already in the first survey, satisfaction was extremely high,” says Georg Ferm, orthopaedic surgeon and founder of Elit Ortopedi. “In one of the months we even had 100%, that is, everyone who used the self-referrals was satisfied. It shows that both the interest and maturity of using the digital is high among patients.”
Good cooperation with Strikersoft
To help those who are not so digitally savvy, Elit Ortopedi has a help page with a written guide and instructional film where you go through the self-referral step by step. In addition, there is a computer terminal at the clinic where patients can get help from the healthcare staff to get through any technical issues.
“We also have a good collaboration with Strikersoft and have continuously improved the interface and design of the questions in the anamnesis based on the patient surveys and our own data analysis, ” continues Georg Ferm.
When Elit Ortopedi opened their clinic, many warned that the self-referral could be used to over-consume healthcare, or that patients would not be able to describe their complaints well enough.
“We see very few patients trying to get an appointment without really needing an orthopaedic treatment,” says Georg Ferm. “We reject less than 5% of the referrals and for the most part it is because patients having a condition that is not orthopaedic which we cannot treat.”
Describes the health issues well
When it comes to describing their problems, patients tend to be noticeably clear in their anamnesis.
“Generally speaking, one can say that patients' descriptions of their orthopaedic problems are often at least as good as those we receive from other care units. After all, misunderstandings and language difficulties are avoided, and patients have often more time to properly describe their symptoms and illness history in their own self-referral. It makes it easier for us to get a good picture of their health issues and be properly prepared when we then meet them,” concludes Georg Ferm.