With an increasing NPS and staff saving time on answering patients’ questions Akademikliniken experienced firsthand the value of providing a digital solution when they became the first clinic in Sweden to introduce Patient Journey App for their breast augmentation customers.
In 2018 Akademikliniken were faced with two increasing issues: patients in need of easier access to information about their treatment and surgeons, nurses, and call centers spending too much time answering questions that had already been answered. Being one of the three largest, nationwide private hospital chains in Scandinavia, Akademikliniken covers most aesthetic treatments and performs more than 50,000 operations internationally every year. When the numbers are so high, every saved minute of clinical time is valuable. Pernilla Oskarsson, Customer Journey and Business Area Director at Akademikliniken, was sure that she could find a solution, and looked to see if an app could bridge the gap.
Akademikliniken introduced Patient Journey App to their practice back in June 2018. Since then, Pernilla and her colleagues have noticed improved results. In the time they have been using the app the clinic have experienced a significant increase in their Net Promoter Score (NPS) according to Pernilla Oskarsson, ”It is now between 86 and 87 in our clinics and we are receiving fewer calls from patients with questions about their operation” The introduction of the app is one of several improvements to customer satisfaction that Akademikliniken have implemented over the past year. For this reason, it can sometimes be difficult to measure the exact cause and effect, but Pernilla is convinced that the app is a valuable contribution to what is an astounding Net Promoter Score. Looking at the NPS for breast augmentation patients exclusively (at the time of writing the only patients using the app) Pernilla points out that these patients in particular are happier about receiving the right information at the right time.
Akademikliniken were the first clinic in Sweden to introduce their own Patient Journey App. “One of our core values is to be pioneers in Sweden,” says Pernilla Oskarsson. “We deliver high-quality aesthetic treatments but we were not feeling that we were ahead when it came to digitalization. Today my co-workers and I are really proud of the app—it is just perfect for us!”
Impressively, (and largely thanks to the high digital literacy in Sweden), Akademikliniken have experienced as many downloads of their patient journey app as they have patients for the breast augmentation treatment that can be found within it. With a digital strategy in place, Akademikliniken wanted to ensure every patient could find the app, and to start using it with just one click. “We made several posts on social media about our new app, we always send a link to the app in the booking confirmation e-mail, and the patients receive the link in a text message already on the phones. With 1 click they are ready to go!”
Akademikliniken is the leading player in plastic surgery and aesthetic treatments in the Nordic countries. Founded in 1991 by Per Hedén and Jan Jernbeck and our head office is in Stockholm Akademikliniken is today the Nordic region's leading private clinic group. With extensive experience and a high level of expertise, we offer aesthetic and reconstructive plastic surgery, aesthetic injection treatments and advanced skin care. Based in Sweden and operations in Norway and Denmark, we carry out more than 60,000 aesthetic treatments per year.
Patient Journey App allows health care professionals to update their patients with the right information at the right time. Through interactive push notifications, you can inform, activate and empower patients about the next steps in their treatment pathway.
The apps we have created are used by 100+ hospitals and clinics, across 19 countries by more than 100,000 patients.
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