Capio Sävja: “Aurora teleQ makes our everyday work easier”
Primary care center Capio Sävja can help more patients with Aurora teleQ
With Aurora teleQ, Capio Sävja has created a more efficient and manageable daily workflow for both staff and patients. “It’s an effective tool that makes our workday easier,” says Ronda Algoz, telephone advisor and clinic nurse at Capio Sävja.
Capio Sävja primary care centre in Uppsala, Sweden supports patients across the region who are registered with the clinic, as well as those who call in seeking assistance. By working in a more structured way with Aurora teleQ, the clinic has been able to shorten queues, manage patient flows more effectively, and ensure that patients receive the right care more quickly.
“With Aurora teleQ, we can offer different queues for different types of healthcare advice. This shortens the queues and means that the same person doesn’t have to handle all calls. Patients seeking physiotherapy have their own queue, while those needing support from a midwife are placed in another,” explains Ronda.
The system also allows patients to choose a callback time that suits them. This creates a smoother experience for patients while also making scheduling easier for the clinic.
“I’ve worked with other telephony services before, and I know that Aurora teleQ is very logical and easy to understand,” says Ronda, who also helps new colleagues get started with the system. Everyone learns it quickly, and it’s very easy to understand how it works. Everything is in one place, so we don’t have to work across multiple systems with lots of tabs, which is a big advantage.”
Several effective features
Up to 70 percent of Sweden’s population access healthcare via Aurora teleQ. Clinics and primary care centers can tailor the solution to their operational and patient needs by selecting different features.
Capio Sävja uses, among other things, SMS for confirmations and information, Time-Scheduled Callback for return calls, and Video to support digital healthcare delivery.
“All the features are important for us who work on the phones. They support us in our work and help us become more efficient.”
Capio Sävja sees clear results from this way of working. By providing qualified advice over the phone, they are able to help more patients.
“We can handle six calls per hour, we would never be able to manage six in-person visits in an hour. With Aurora teleQ, we can quickly guide patients and provide the right advice, even remotely.”
Improved working environment and increased accessibility
The communication system has also improved the working environment. Capio Sävja can adapt schedules and incoming call flows based on staffing levels, which is especially helpful when staff are absent due to illness. This reduces stress among employees and makes the workday more predictable and manageable.
They are very satisfied with Aurora teleQ and with the fact that healthcare has become more accessible for more patients.
“Patients don’t always need to come to the clinic to get help. We can assist them directly, and they can receive an assessment from a qualified nurse over the phone as well.”