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Region Västerbotten’s work with Aurora teleQ

Region Västerbotten has worked with Aurora teleQ for over ten years. The region wanted to optimize the use of Aurora teleQ across all its operations and took a comprehensive approach to standardize usage. The goal was to create a more consistent experience for both patients and staff.

“No matter where you call in Västerbotten, you should recognize the system—both in the menu options and the voice you hear,” says Ola Boström from the Implementation Team for telephone accessibility in citizen services at Region Västerbotten. “We also wanted to increase accessibility for people who don’t have Swedish as their native language by offering English options. The project focuses on citizens, but it’s also a way to improve the work environment for staff.”

“Now patients recognize the system, regardless of which unit in Västerbotten they call,” adds Amanda Wikström from the same team.

 

A unified approach across all operations

Region Västerbotten began using Aurora teleQ back in 2013, initially on a smaller scale. Since then, the system has expanded to include hospital clinics, health centers, and dental care. But after a few years, it became clear that each unit had customized the system in its own way.

“We saw major differences between the units,” Amanda explains. “As a patient, you encountered different menu options and different voices. Patients were met in different ways. This made things harder both for us managing the system and for those calling in. We needed a clear structure that worked everywhere, and Aurora teleQ makes that easy.”

A decision was made for the region to take a unified approach and create a common standard in Aurora teleQ for all of Västerbotten.

Thoughtful standardization

The work began with hospital clinics. They now have the same order of menu options, reflecting the structure already in place at health centers. Dental care follows the same principles.

“For example, we’ve ensured that option 1 is always for cancellations and leads to a voicemail that’s open around the clock. This means patients always know what to expect, no matter where they call,” says Amanda.

The region has also introduced English options at all units, an important step to improve accessibility for those who don’t speak Swedish as their first language. Another major change is that all messages are now recorded with the same voice.

“We decided to switch to a clearer voice to meet the needs of people with hearing impairments,” Amanda explains. “At the same time, we created a shared message bank, so messages can be reused across units. This saves time and makes communication clearer.”

Strong support from Aurora Innovation

Throughout the process, the region has had close collaboration with Aurora Innovation.

“We’ve received fantastic support. We can always reach Aurora quickly when we need help, and we’ve had training directly from the source. That ensures we’re teaching the right things within the region,” says Amanda.

Having fast communication channels has also kept the project moving. > “There’s no standstill when we can easily check questions, make decisions, and move forward. It’s really made things easier,” Ola adds.

Measurable improvements and satisfied users

Since the introduction of the new Voicemail Plus function, the region has noticed a clear difference.

“The function is very appreciated,” says Ola. “Patients can cancel and reschedule appointments around the clock, and we see that it reduces stress—for both patients and healthcare staff. The more we refine the process, the fewer support cases we get. And silence means it’s working!”

For staff, the new structure has also made it easier to switch workplaces within the region.

“If you move from one health center to another, you recognize the setup. There’s less confusion and it’s easier to get into routines.”

Ongoing optimization

The next major milestone is to change the voice and rebuild menus for all health centers. At the same time, work is underway to introduce the Transcribe function. “It feels great that the project has gained such momentum. We’re getting positive feedback from the units, and there’s strong engagement. Many have been waiting for this.”

Three tips for other regions wanting to standardize Aurora teleQ

  • Have a clear decision backing you. It makes it easier to drive the work forward.
  • Spend time on preparation. Find contact persons, inform, and involve the units.
  • Maintain close dialogue with operations. Adapt the solution to their needs and show that standardization is about making things easier, not controlling them.

“There are no shortcuts, but when you take the time and do it properly, the results are really good.”