Doctor’s appointment right on your phone

When you have a video consultation with a doctor, you have the opportunity to submit pictures of your ailments in advance, as well as answer some questions about what you are seeking help for. The doctor will also talk to you and ask questions during your appointment.

This way, we can assist you with many things over video, including advice and guidance on most conditions, give you treatment, issuing short-term sick leave for acute illnesses, and providing medical certificates in some cases.

We follow strict guidelines to ensure high quality in our medical service. This also means that some health issues require a physical examination to diagnose or prescribe medication. For example, we do not prescribe A- and B-class drugs, and we are not allowed to refer to radiological examinations over video. Read more below about what we cannot assist with.

Not all medical issues can be addressed by Kry doctors through video consultation. Some symptoms and problems that the doctors cannot assist with include:

• Symptoms/problems that require physical examinations, sampling, or X-rays, like throat and ear infections.
• Symptoms of lipedema.
• Initiation of treatment that requires long-term and regular contact with a doctor.
• Symptoms indicating pneumonia, bronchitis, ear infection, or throat infection. These conditions require physical examination or laboratory tests, which we do not currently offer via Kry.
• Symptoms of urinary tract infection if you are pregnant, under 15 years old, or male. In these cases, tests are necessary.
• Antibiotic treatment for bacterial vaginosis. However, we can provide advice on non-medication measures.
• Symptoms of genital infections. This requires examination or tests.
• The need for medications that may be addictive, known as A- and B-preparations. You will not be able to receive such medications from Kry.
• Please note that the list is not exhaustive.

If you are acutely ill, you should call 113 or visit the emergency room.

Book an Appointment Appointment booking takes place in the Kry app. You can choose to book a drop-in appointment or an appointment at a specific time.

Reschedule or Cancel an Appointment If you have booked an appointment at a specific time, you can reschedule or cancel it in the Kry app at least 1 hour before the appointment starts. When you cancel your appointment, you will automatically receive a refund. Refunds take between 1-7 business days.

In Which Cases Can the Amount Be Refunded? If you have paid for an appointment that could not be completed due to technical issues, you can receive a refund by contacting support@kry.no.

We can not write sick notes over video consultation. Our doctors can only write sick notes if you visit us at our clinics.

Whether a sick note is written is based on an individual assessment by the doctor. In some cases you can be referred to talk to your fastlege.

We encourage you to read the guidelines for who is entitled to sickness benefits, as this is affected by several factors. This can be found on NAV's website.

You can get a referral to a specialist if the doctor deems it an appropriate measure. Doctors at Kry make independent assessments of each patient and provide the best possible advice and treatment. They follow the same principles for good and proper healthcare and referrals, regardless of whether you are an insured patient or self-paying.

There are certain cases Kry does not refer to the specialist healthcare service, such as when a physical examination, blood test, or similar is needed before the referral. We also cannot issue referrals to initiate investigations that require regular follow-up.

In such cases, the doctor cannot write a referral to a specialist and will recommend that you see your regular doctor or schedule another physical appointment.

How is the referral sent?

Referral to a Specialist via Your Health Insurance The referral is sent to your inbox in the Kry app. You need to file a claim with your insurance company and upload the referral. A customer advisor at the insurance company will assess the referral and direct you to an appropriate specialist. It is important to note that it is your responsibility to submit the referral.

Referral to a Public Specialist The referral is sent directly to the relevant specialist, and you will be contacted by the specialist to schedule an appointment.

Doctors in the digital medical service cannot refer patients for radiological examinations (e.g., X-ray, CT, MRI, ultrasound, mammography). The reason is that a physical examination is usually required to refer for these types of tests, and we have limited ability to follow up afterward.

Yes, you can talk to us wherever you are. All you need is a good internet connection and BankID for doctor consultations.

No Unfortunately. Kry is a private health actor and is not under public agreement.

The medical record note will not automatically be available to the GP. If you wish, the doctor forwards the note to the GP.

In some cases where the doctor deems it necessary, the GP can be informed without the patient's consent.

Both children and adults can receive medical assistance through the Kry app. You choose whom the appointment is for when booking a doctor’s appointment. The price is the same for children and adults. Both you and the child must be present during the consultation.

Under "My Profile" in the Kry app, you can add children under 18 years old under the category "My Children." To book a doctor’s appointment for your child, log in with your BankID, click on "Book Appointment," and then select that you are booking the appointment on behalf of your child.

If the child is 16 years or older and has BankID, they can book an appointment with Kry themselves.

If you experience that the doctor does not call you in the Kry app, gets interrupted during a video meeting, or you have waited much longer than expected, it is often due to poor network connection, an outdated version of the Kry app, or unexpectedly long wait times due to high patient demand. Below are some helpful tips on how to resolve these issues.

Try the following:

• Make sure you are logged into the app before the appointment. Log in using BankID or BankID on mobile.
• Update the Kry app in the App Store or Google Play by deleting the app and downloading it again.
• Check that you have a fast and stable internet connection or 4G.
• Allow notifications from the Kry app; check that you have done this under "Notifications" in your phone settings.
• Allow the Kry app to access the microphone/sound and camera on your phone; you will be asked for this permission when the Kry doctor contacts you via the app.
• Move to another location, as internet quality may vary from room to room.
• If you cannot speak with the Kry doctor due to technical issues, feel free to book a new appointment and contact support to get a refund for the first appointment.

If this does not work, please contact our support at support@kry.no or 23 65 34 30.

Your health information is stored in an electronic medical record system called PatientSky. We are obliged to keep this information and it can not be deleted.

Only people who work in Krys services in Norway have access to the information, and only entries will be made in your journal of people who will provide you with health care, administer this health care or do quality checks of the health care.

All logins in your records are logged by the system, and we do regular log checks to check that those who look up the records have a legitimate reason to do so.