Question 1

Responsibility for patient safety

Accepted Answer

__Health service DMS Norway AS__ has the overall responsibility for ensuring that the health services provided are appropriate and patient-safe when planning, managing and monitoring operations in a way that satisfies the requirement for good health care in Norwegian law and regulations.

__Country Manager__ in DMS Norway AS has the overall responsibility for ensuring that all patient treatment and patient contact is carried out in a way that safeguards patient safety, good quality of the health service and personnel, and in accordance with the health service's requirements.

__Medical Director__ has the overall responsibility for ensuring that the health services offered through Kry / DMS Norway AS take place in accordance with current legislation, are safe, maintain good quality, and are based on research and / or current guidelines and recommendations in the country.

__Quality Manager__ is responsible for the deviation and document management in the organization, and for initiating and following up improvement work in the event of identified risks / vulnerabilities. The Quality Manager is also responsible for writing the annual patient safety report.

__Health personnel__ are required to contribute to ensuring patient safety in their work. In the event of injury or risk of injury during patient treatment - whether caused by the healthcare professional or other circumstances - the healthcare professional must report this as a discrepancy.

Question 2

Training, guidance and control

Accepted Answer

Health personnel who work in Kry go through a standardized training program before start-up, and always have access to colleague guidance and rear guard.

Good onboarding and competence building has been a focus area in 2020.

In addition, we conduct quality reviews of doctors and psychologists, where each individual receives feedback on their quality goals, such as patient satisfaction, efficiency, and quality of medical records.

Question 3

User participation

Accepted Answer

One of the core values in Kry is to put the patient first, and the patient experience is an important management parameter.

All patients are given the opportunity to provide feedback on their experience after each consultation, both through questions in the app at the end of each consultation, and via an open support phone.

All inquiries are answered, and inquiries that may be of significance to the service as a whole are raised to a deviation and improvement report.

Question 4

Quality work and non-conformance treatment

Accepted Answer

The work with patient safety in Kry has been followed up in a separate quality team with weekly meetings.

Deviations have been addressed at the quality meetings, and these have been raised for improvement work where it has been relevant.

The quality team has also followed up other improvement work, initiated either after a risk assessment or on the initiative of the members.

Question 5

Risk assessment

Accepted Answer

Kry has its own global framework for risk assessment, and its goal is to make thorough risk assessments in connection with the start-up of new services, changes in operations or organization, and otherwise if necessary.

In 2020, the following risk analyzes have been reported to the global risk assessment team:

- Influenza vaccination in pharmacies (prescribed via the medical service)
- Chlamydia home test
- Covid 19 testing
- Covid 19 symptom check

Question 6

Internal control

Accepted Answer

Kry does annual internal audits. The most important feedback from internal audit 2019 is about the Norm for information security, access management, as well as documentation of confidentiality and delegations.

Reporting of patient safety is also requested.

Actions from internal audit are followed up in the management's review at the end of each quarter. From the management's review in December 2020, it can be seen that help has been obtained from the global security organization to review the points in the Norm.

The point about access control is followed up by the Swedish team.

In relation to documentation of confidentiality and delegations, this was initiated immediately after the audit - and a new declaration of confidentiality was signed by all employees.

Patient Security

Safe, high-quality health care

Responsibility for patient safety

Training, guidance and control

User participation

Quality work and non-conformance treatment

Risk assessment

Internal control

Patient Security work 2020

Deviations, Incidents and patient injuries

Quality Projects

Patient Security goals 2021