How does Kry work?
We want to offer all patients equal access to high-quality care - regardless of who you are, where you live or what time of day it is. Our licensed doctors, psychologists, nurses and physiotherapists can help you in the app 24/7 and at our clinics around the country.
How do I log in and out of the Kry app?
How to log in
- Download the Kry app to your mobile device from the App Store or Google Play.
- Click Sign in with BankID and confirm your identity with your Mobile BankID.
- You'll need to create an account the first time you use the app. You can do this by entering your phone number and email address and accepting the Terms of Service.
You can only use your BankID to use the app for yourself, or your child if they do not have Mobile BankID. If your child has Mobile BankID, they must use the app themselves.
How to log out
- Click on the gear icon in the top left corner of the Kry app.
- Select Sign out at the bottom of the menu.
What does it mean to register at a clinic?
You can choose to register at a clinic, sometimes referred to as “att lista sig” in Swedish. This means you have a main healthcare centre that handles all your primary healthcare needs. It's free to register and you do not have to be registered anywhere.
You always have the right to seek care at any healthcare clinic in Sweden even if you're registered at a specific clinic. You should always seek care first at your registered clinic.
You can only be registered at one clinic. If you decide to register with Kry, you will automatically be deregistered from the clinic where you're registered. If you're currently in a queue to register at another clinic, you will lose your place in that queue.
You can change your clinic at any time. However, if a clinic has a full list, it will not register more patients. This means that you may have to join a queue if you want to change back to your old clinic.
Who are the doctors, psychologists, nurses and physical therapists that work at Kry?
Our team of licensed doctors, nurses, psychologists and physical therapists have all Swedish credentials and experience of working in physical primary care. Our doctors have at least 6 months of experience in physical primary care.
Many of our doctors are also specialists in paediatrics (children's health), emergency medicine, and otolaryngology (ear, nose and throat). All our medical staff follow the rules and standards of the health authorities.
What are your opening hours?
You can get help in the app 24 hours a day, 7 days a week.
How is Kry different from the health advice and information service 1177?
At Kry, we offer an alternative to a physical doctor's appointment with our video call and chat services. We can also book you an appointment at one of our clinics if you have symptoms that need a physical examination.
The health advice and information service 1177 is staffed by nurses who can provide healthcare guidance but cannot prescribe further treatment.
Cost and payment
Will I receive a receipt for my payment?
Yes, when the invoice for your care appointment is paid, a receipt will be sent to your inbox in the Kry app.
How much does it cost to use Kry?
The cost of the meeting depends on where you as a patient are registered, as well as whether you see a nurse, doctor, psychologist or physiotherapist.
Current patient fees can be found here.
When will I receive my invoice?
If you chose to pay your care appointment with an invoice through our partner Billogram, your invoice will be sent digitally by email and to your Kry inbox within three days after your care appointment.
Why did I receive an invoice from Billogram?
Kry uses the invoicing service Billogram. Your invoice is sent digitally through your specified email and to your Kry inbox within three days of your care appointment.
How can I pay my Billogram invoice?
You can pay your invoice from Billogram by direct transfer from your bank or as a regular invoice, with OCR number.
If you experience problems when paying with your Android phone, we refer you to Billogram's help center here.
Will the amount I pay into Kry be registered against my free card?
Yes, the amount you pay into Kry will be registered against your free card.
If you live in Stockholm County or Gotland, you can see your payments registered against high-cost protection at 1177.se under high-cost protection.
When can Kry be used?
Is Kry digital service a suitable healthcare provider for all medical problems?
No, our digital service is not always a suitable healthcare provider if:
- You have a symptom / disorder that requires physical examination, some type of sampling or x-ray
- You are in need of drug-based medicine. These are not prescribed via Kry.
- You are in need of medicines containing pregabalin (Lyrica) or gabapentin (Neurontin)
- You want to start treatment that requires long-term and regular medical contact
- You are in need of a sick leave that may last for a long time. Kry cannot issue sick leaves longer than 14 days. The 14 days count from the first sick day, i.e. you have already been home for a week, Kry can maximally help you with 7 days sick leave.
For cases above we recommend you to book a time and visit a physical Healthcare clinic.
In case of emergency, call 112 and visit an emergency room.
We have Healthcare clinics in several places in Sweden. For more information about our Healthcare clinics, follow this link.
Can I use Kry abroad or in different Swedish locations?
Yes. As long as you have a BankID, a smartphone or tablet with good internet connection, a functioning camera, microphone and speaker, you can consult your doctor in Sweden via Kry from anywhere in the world.
Can I book a meeting on behalf of my child?
Yes. To book an appointment for your child, log in to the Kry-app by signing up with your own BankID. Select either drop-in or select a time that suits you. You will now get the question "for whom you want to book the time", choose "My Child".
Children who are 16 years old can identify themselves with BankID at Kry.
Children must be present during the appointment, just like any other appointment at a physical healthcare clinics.
Contact information for Kry Support
Questions about or seeking medical advice
Unfortunately, Kry support can not provide general information about health, diseases or give medical advice.
For medical questions and advice we recommend you to download the Kry app and book a meeting.
See the full list of symptoms that Kry can help you with here.
Who should I contact for possbile complaints?
If you are not satisfied with the care you received or are dissatisfied with the response, we would like you to share your views. Turn to us directly at Kry, by calling to Kry Support, so that we can help you in the best possible way.Kry Support is open from 9:00 a.m. to 5:00 p.m. on weekdays, closed on holidays.
The care at Kry is governed by the same regulations as all healthcare providers in Sweden. As a result, you can also, as usual, contact the Swedish Patient Advisory Board or Patient Ombudsman in your home country, IVO (Inspection for Care and Care) and other supervisory bodies for any complaints.
How to book, rebook and cancel appointment
Book a meeting
How do I book a physical visit to a healthcare center?
To book a physical care visit to a Kry healthcare center, we direct you to call directly the healthcare center you wish to make an appointment with.
You can find the phone number for the respective Kry healthcare center here.
How do I book an appointment at Kry?
- Download the Kry app on your mobile device from either App Store, which requires iOS (v.13 or later) or Google Play, which requires iOS Android (v.6.0 or later).
- Click Sign in and identify yourself with your mobile BankID or BankID.
- If it's your first time using the app you need to register yourself as a user by entering a phone number and email address and accept the Terms of agreement
- Select Start a booking
- Select if you want to book an appointment for Me or My children
- Select your symtom from the list.
- Fill out the symptom form. You also have the option to attach pictures.
Select either Drop-in or Select a time.
- Confirm your meeting.
Your meeting is now booked! We will call/contact you through the Kry app when it's your time, so be sure to stay logged in before the meeting.
Keep in mind that you can only use your own mobile BankID or BankID in order to use the app for yourself or your child who doesn't have a BankID. It is not possible to book a meeting for someone else since Kry requires that every patient can identify themselves through BankID.
How do I book an appointment for my child?
To book an appointment for your child who is between 0-17 years of age, log into the Kry app by authenticating with your own mobile BankID and then select Get help. You will then be asked Who needs care and then select Add child. You can then book an appointment for your child.
In order to book an appointment for a child, you must be the child's guardian.
The child for whom the meeting is booked must be present during the care meeting, just like at a physical care center.
Children who have turned 16 can download the Kry app themselves and book a digital care appointment after they have identified themselves with their own mobile BankID.
How do I book a follow-up appointment?
In the Kry app, you can book a follow-up appointment to the doctor, nurse, physiotherapist or psychologist you previously met.
To do this, you need the Kry app. Click on Your health and then select Events, click on your previous care appointment and select Book a follow-up appointment.
Can I use Kry in a different time zone?
When you are not in the same time zone as Sweden and you make an appointment with Kry, we display the appointment times in the current time zone you are in.
Reschedule, cancel a meeting and waiting time
How do I cancel or reschedule my meeting?
You cancel and reschedule appointments in the app through the home view under the Your Health tab and then select Events.
Appointments that are booked at a health center can´t be rescheduled in the app, you are referred to call the relevant health center to reschedule your appointment. Contact details for your health center can be found here.
Kry Support can only be helpful with digital bookings, call us on 08-22 77 07 if you have questions about your booked digital care appointment.
Fees for missed visit:
If you have booked a healthcare appointment with a doctor, nurse, psychologist or physiotherapist more than 24 hours before the appointment - you can cancel the appointment no later than 24 hours before the start of the healthcare appointment. If you cancel later than 24 hours, or do not attend your booked visit, a no-show fee may apply.
Digital healthcare visits booked with less than 24 hours notice can be canceled or rescheduled 15 minutes before the appointment starts if you are going to see a nurse or a doctor.
You can cancel or reschedule video meetings with a psychologist or a physiotherapist no later than 3 hours before the meeting is due to start.
How long is the waiting time at Kry?
The waiting time for a drop-in meeting at Kry may vary, but usually does not exceed 15 minutes. There are usually longer waiting times in the morning and in the afternoon, and somewhat shorter waiting time in the middle of the day.
What can Kry do?
Can I receive a prescription for medication?
As during any medical visit your doctor will evaluate your condition and assess what the best treatment for you is. If your doctor considers that you are in need of medication you will be given an e-prescription that can be collected at any pharmacy in Sweden. Kry's partner MEDS Pharmacy also offers home delivery service for your prescriptions.
In the Kry app under the Home tab, you will find our "Order Prescription Renewal" service. There you can ask for a prescription renewal without making a video call.
The condition for renewing a prescription is that the current medicine is included on the list of your prescriptions retrieved for the past 15 months. It’s important to be aware of that your rights for prescription renewal always is determined on individual basis, after assessment by the attending doctor. The doctor also assesses the amount of medicin that can be prescribed and if multiple withdrawal of the medicin is possible.
Medicines for acute treatment, such as antibiotics, require a video meeting with one of our doctors at Kry and cannot be renewed by the "Prescription Renewal" feature in our app. Many medicines also require regular follow-up, hence we can only renew prescriptions for a shorter period of consumption.
Can I get my prescription at any pharmacy?
Yes, you can collect your prescription at any pharmacy in Sweden.
It is also possible to order your medicine through our partnership with MEDS Pharmacy directly in the Kry app.
How will I know when my prescription is ready?
We’ll send a message to your Kry inbox when your prescription is ready. This is usually within 1 hour after your appointment.
You can check if your prescription is ready in the app.
- Go to the Your health tab in our app.
- Next go to Prescriptions.
- Your prescription will be here if it’s ready.
Please call support on 08-22 77 07 if you do not have your prescription. Our support is open Monday to Friday, from 9:00 to 17:00.
Can I get a prescription renewal via Kry?
Yes. In the Kry app, there is a ‘Renew a prescription’ option where you can make a request to renew a prescription. For some medications you will need to talk to a doctor by video call before making a renewal request. You can not request a renewal for medication that was prescribed to you longer than 15 months ago.
The prescribing doctor will determine your right to a prescription renewal on an individual basis. The doctor will assess how much of the medication they can prescribe, and if multiple withdrawals of the medication are possible.
If you live in the Stockholm region, you need to register with Kry to request a prescription renewal. When we can see you in person at a Kry healthcare clinic, we can sometimes renew medication classed as a narcotic. We can not do this through the app.
Can Kry write doctor's notes and medical certificates?
Doctors at Kry can write medical certificates, it is up to each doctor to make an individual assessment of you as a patient.
Doctors at Kry do not write sick notes for more than 14 days and are not able to issue these back in time (retroactively) but only from the same day you contact us. This generally applies to all healthcare providers, that you must have a contact or attempt to contact in order to issue a sick note.
Where can I find my doctor certificate?
You can find your doctor certificate at 1177.se website minaintyg.se. Here you can download your doctor certificate as a pdf-file from the website or send it straight to the Swedish Social Insurance Agency (Försäkringskassan).
Where can I find my VAB Certificate or Free Certificate ?
You will find your VAB/free certificate in Kry App's inbox as an attached pdf file, you can easily download it to your device. You are responsible for forwarding this to the recipient concerned.
Can Kry write first day certificates?
Our doctors at Kry cannot write first-day certificates in the digital service, as this is an agreement between you as an employee and your employer. Therefore, talk to your employer about how to do it.
Can I get a referral from Kry?
Yes. If your doctor considers that you are in need of further care you will be referred to a specialist, just like a regular healthcare centre. However, there are some referrals we cannot do by video because you will need to have a physical examination. These are:
- X-rays (all kinds)
- gastroscopies and colonoscopies
- genetic inquiries
In these cases, we will refer you to our healthcare clinics.
The specialist will send you an appointment
You’ll get a referral letter from the specialist, usually by post to your registered address. It will have information about your appointment.
You should get an appointment within 90 days
According to the Swedish healthcare guarantee (vårdgaranti), you must be given an appointment within 90 days if the referral is accepted. In the Stockholm region, the healthcare guarantee is 30 days. The specialist who receives the referral will assess your medical need for care, which will determine how long you will have to wait for your appointment. Contact us if you have not received an appointment within 90 days (30 days in the Stockholm region).
How do lab tests work?
If your doctor has referred you for a lab test, you'll receive information in your Kry inbox detailing which laboratories you can visit. If you have received the referral to your Kry inbox you'll need to print it and take it to the laboratory.
When your sample has been analysed, you'll be notified via the inbox in the Kry app. We'll let you know if you have a prescription waiting, the test results and whether you need to book a follow up or not. If there's need for a follow up, we'll include a link for you to do so.
Will my meeting be documented in my medical record?
Yes, just like a physical visit your meeting will be documented in your medical record in the record system that we use at Kry.
Can Kry see my previous medical records?
Your doctor at Kry can view medical records from previous meetings via Kry and from other healthcare providers medical record systems that are affiliated with the National Patient Overview (NPÖ). All medical record systems are not connected, so the doctor cannot always see previous medical records.
We can offer psychological assessment, counselling, referral and treatment as well as continuous follow-up and return visits. With us, you start by meeting a nurse or doctor who will help you further to the care you need.
Here on our website you vill find information about our Psychologist Service
Find out what you can do yourself to improve your condition, when to seek treatment and how Kry may be of help.
You can turn to Kry for advice and help with various medical issues. We will make an individual assessment based on your symptoms, or your child’s symptoms, and the information given during the care meeting. As a result, you may be prescribed treatment or referred for further care.
Please note that if you are calling on behalf of your child, the child will need to be present during the care meeting. You can only book an appointment if you are the child’s legal guardian.
Read more (Swedish only): https://www.kry.se/fakta/
What technical support do I need to use Kry?
Kry's app is available on iOS (v.14 or later) and Android (v.6.0 or later).
You also need a Swedish personal identity number, Mobile BankID to log in and good internet connection.
How can I get the app to work?
Here are a few things to try to get our app to work.
Check your internet connection
Make sure you have a strong internet connection and allow the app to use mobile data if you do not have wifi.
Check the software on your device
The app works best on the following software:
- Android (v.6.0 or later)
- iOS (v.14 or later)
Search your device for “Software information” (Android) or “About” (iOS) to check what software version you have.
Update the app
Delete and reinstall the app. This will give you the latest version of the app.
Allow the app to access your device’s microphone and camera
You can change the settings on your device to give the app access to your microphone and camera.
For Android devices
1. Go to Settings.
- Go to Apps and search for “Kry”.
3. Go to Permissions and allow microphone and camera access.
For iOS devices
1. Search your device for the microphone and camera settings and make sure the app has access to both.
How do I unsubscribe from Kry?
If you no longer want to receive emails from Kry to your email address, click on the link at the bottom of the email where it says unsubscribe.
If you wish to be unsubscribed as a user of the Kry app log into your Kry app go to My profil click on the gear, choose Delete my account and user data and then click Request account deletion.
If you have an urgent request or need help please contact us by phone.
Phone: 08-22 77 07
Shared electronic health records system
Shared electronic health records system
From when will my medical records be available?
Your medical records will be available for consultations that take place from 14 December 2020.
Do my medical records contain information about medicines?
No, Kry doesn't share information about medication through the e-service "Journal" at 1177.se. E-prescriptions printed in Sweden, including those written by doctors at Kry, are saved in the "National drug list list". This means that the prescriptions are available there for other healthcare providers after consent has been obtained. Read more about this at https://lakemedelskollen.ehalsomyndigheten.se/lmkoll-web
Do the rules about the shared electronic health records system apply if I am abroad?
No, the shared electronic health records system only applies in Sweden.
Can anyone else give consent to view my medical record information instead of me?
No, only you, as the patient, can give your consent.
Can I block my child’s information?
No, you cannot block information about your children. Older children can block their information themselves
What about IT security?
The Patient Data Act and associated regulations have special provisions regarding the allocation of permissions and access control. The Swedish Authority for Privacy Protection is the supervisory authority, and is responsible for ensuring that these provisions are followed by all healthcare providers that are part of the shared electronic health records system.
Can I use the Kry app even if I have protected identity?
There are different types of protected personal data. You can use Kry if you have the type of protected identity where you can still use your own mobile BankID.
When you register in the app, personal data is automatically retrieved from SPAR, the State's personal address register. If you have protected personal data, the information about you will be presented as personal data protected with social security number, email address and mobile number.
In order for us to be able to send a referral, we need to know your mobile number and your social security number. Please tell the healthcare professional if this does not work with your need for protection, as we will not be able to send you a referral.
Unfortunately, we cannot help children with protected identity through our digital service. Please contact your healthcare center instead.
What is GDPR?
1. What is the GDPR and what does this mean for me?
GDPR stands for the General Data Protection Regulation, which is a new, European-wide law that regulates how companies and organisations are allowed to handle the personal data of EU-residents. The GDPR comes into effect on 25 May 2018.
Don’t you worry, this will not affect your use of KRYs services - your account with Kry will work just as usual! However, you are given the right to influence how your personal data is used. Your rights are described in detail in our integrity policy.
2. What is meant by “personal data”?
Personal data is any information relating to an identifiable individual. It can identify you as an individual directly or indirectly (i.e. in combination with other information) and can include name, identification number, location data, or other factors specific to the physical, genetic, mental, economic, cultural or social identity of the person.
3. How does Kry handle my personal data? What type of security do you have?
Our goal is to always provide you with high quality healthcare and in order for us to do so, we collect personal data from you, as described above. Access to your data is restricted to the people providing you with the healthcare, or as part of our ongoing quality assurance and product development. We safeguard your personal data and here at KRY wee constantly work with assuring the security of our systems. We do this by utilizing a combination of in-house experts, automatic and manual testing and regular audits by independent third parties.
4. What kind of personal data does Kry handle about me?
We handle basic contact details, such as name, address, personal identification number and phone number. We also process medical data, submitted by you, and retrieved from other caregivers with your consent.
5. So, where do you store my personal data?
KRY store the majority of the personal data in our purpose built secure system. This system is hosted on servers provided by a third party that acts as data processor to us, located within the EU (primarily on Ireland).
6. Does this mean you send my data outside of Sweden or / the EU?
We do not store any of your sensitive personal data (such as data relating to your health) outside of the EU. Occasionally, some of your personal data might be processed by our partners outside of EU. If personal data is transferred to our partners outside of the EU, such transfer will only be conducted on the condition that the transfer is legal under applicable data protection laws.
7. For how long do you store my personal data?
When it comes to medical personal data, there are patient safety legislations that requires us to keep medical records for a certain period of time.
Non-medical personal data will only be kept as long as necessary in order for us to provide the services in a satisfactory manner to you, in accordance with the GDPR, and other applicable legislation.
8. I would like to be “forgotten” and that you remove all my personal data from your systems. How do I go about it, how is this done and how long will it actually take?
When you are a patient, then most of your personal data processed by us is of medical character. In accordance with patient safety legislation medical records must be kept for a certain period of time, in accordance with applicable national legislation, and the right to be forgotten is not covered by that legislation.
However, when it comes to other personal data such as data provided when you signed into the KRY app (excluding any personal data that we are under an obligation to store under mandatory law, relating to your health), you are always free to contact our support function at email@example.com and we will assist you with your requests.
If you request to be forgotten, non-medical data will be removed from our systems as quickly as possible but no later than within thirty (30) days as of your request. We will notify you in writing and confirm which personal data has been erased and as per which date.
9. If I have further questions regarding personal data processing by KRY, who should I contact?
You are always welcome to contact us at firstname.lastname@example.org. We will do our best to contact and assist you with your query within short.
Is it secure?
All information at Kry is heavily encrypted. Your identity is verified using BankID and your nurse, psychologist, physiotherapist and/or doctor's identity is verified using the SITHS-card.
How is my information stored?
All information concerning appointments and medical records is subject to strict confidentiality in accordance with national legal frameworks. Video meetings are not recorded and therefore not documented in any way aside from your updated medical chart as in an ordinary visit to a doctor/psychologist/nurse.
Who is able to see my symptom description?
Only treating healthcare providers have access to your symptom description. Before the meeting, your healthcare provider will review the symptom description you provided in connection with your booking to prepare your meeting.