Digital Nurse Service offers immediate support and solutions for acute situations
Remote apppointments with nurses, known in Terveystalo as the Digital Nurse Service (Digihoitajapalvelu), aim to give immediate support to customers by assessing the care needs and their urgency as well as providing – based on the reported symptoms – treatment, home care instructions, and, where needed, recommendations for absence from work. At the digital nurse Marianna Sitronen's appointment, the employee's need is often solved at once, and the customer does not have to think about which healthcare professional they should turn to.
Nurse Marianna Sitronen has almost 10 years of experience working as a nurse at Terveystalo. She has worked in Terveystalo's medical centers as a nurse, has been involved in clinical trials and eye diagnostics, and for the past three years has been in charge of Terveystalo's Digital Nurse Service, in addition to customer work, as well as the orientation of new digital nurses.
– We already have more than 100 healthcare professionals working in the Digital Nurse Service to solve customer problems. Typically, contacts are related to current infectious diseases, acute cases of illness or situations in which the ability to work is temporarily reduced, such as mental health or musculoskeletal challenges. Professionally, the work requires versatile skills and the ability to quickly identify the most effective treatment, says Sitronen.
As remote appointments have become more common in recent years, the Digital Nurse Service has also become very popular among Terveystalo's customers. The popularity has been increased especially by the nurses’ expertise, friendliness, and listening skills; 90% of the service's customer feedback is positive.
– The popularity of our service has grown because it has proved to be an effective and efficient way to quickly provide employees with treatment and solutions for acute situations. Dealing with each issue takes about 5 minutes on average, and the employee can contact us directly from home. No one needs to go to the trouble of travelling to a medical center, for example, with a fever, describes Sitronen.
30% of those contacting Terveystalo's Digital Nurse Service receive a solution to their problem immediately
With the help of an interview, the digital nurses map the customer's worries and problems and, based on this, make an assessment of the treatment according to the symptom and its urgency. Currently, 30% of contacts are resolved directly at the Digital Nurse's appointment, and the customer receives the necessary treatment and home care instructions right away.
– As healthcare professionals, we have the best understanding of the customers's need for treatment. With the help of the interview, we also find out whether the customer needs medicine to support his recovery or laboratory tests to clarify the diagnosis. If yes, then we will provide them with a prescription or laboratory referral from the doctor on duty. If necessary, we also reserve time for examinations and a call or an appoitment for a professional from customer's own occupational health team. This way the treatment path continues uninterrupted with an occupational health nurse, occupational physiotherapist or occupational health doctor, Sitronen says.
