Doktor24 plans to replace nurses with digital assessment tool amid patient safety concerns in Sweden

During daytime, patients seeking medical help through Doktor24’s digital service first consult with a nurse. Some nurses believe they play a crucial role, stating that often a nurse’s assessment and self-care advice suffice. However, the management at Doktor24, which reported a profit of nearly 6.7 million last year, has a differing opinion. The CEO of digital care at Doktor24 and Doktor.se, Matilda Lundblad, pointed out that many patients currently have double consultations with both nurses and doctors, which she deems inefficient in terms of resources.

As a result, Doktor24 is planning to replace nurses with a digital assessment tool already in use at night. This tool evaluates patient conditions based on responses to a questionnaire. Tests of the tool show that patients are always offered the option to speak with a doctor, even for mild issues like a cough. In instances of respiratory problems due to a cold, the tool advises calling emergency services.

Critics, including the chair of general practitioners, Marina Tuutma, argue that this tool may lead to unnecessary and costly doctor visits and that replacing nurses in this manner is inappropriate for patient care and financially burdensome for healthcare regions. Lundblad has dismissed these concerns, asserting that there have been no indicators of risk to patients associated with the tool, and emphasized that consultations classified as self-care advice are not charged to patients.

Some staff members at Doktor24 echo concerns about patient safety, suggesting that relying solely on a questionnaire is inadequate, as patients might misunderstand questions or omit vital information. Despite this, Lundblad claims that their tool is patient-safe and has not shown significant issues indicating risks.