About KRY

About KRY

  • How does KRY work?

    Doctor visits on your smartphone or tablet.

    With KRY you can get help with pains and symptoms that are possible to diagnose without physical examination. Here you can easily see a doctor through a video call on your smartphone or tablet. Read more about how KRY works here.

    See the symptoms and inconveniences we can help with here.

    To book a meeting you need a Swedish personal identity number and a BankID. 
    Start by downloading the KRY app. Fill out the symptom form. You also have the option to attach pictures. Select either drop in or select a time. If the doctor considers that you are in need of medicine or further care, you will receive a prescription or referral. Our doctors can write medical certificates on the condition that no need for physical examination is required for the certificate. It is up to each doctor to make an individual assessment of you as a patient.

        

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  • How do I log in and out of the KRY app?

    Log in:

    1. Download the KRY app on your mobile device from either App Store, which requires iOS (v.9.0 or later) or Google Play, which requires Android (v.4.4 or later).
    2. Click Sign in and identify yourself with your mobile BankID or BankID.
    3. 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 Service

    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.

    Log out:

    1. Enter the More tab at the bottom right of the KRY app.
    2. Click on Settings and then Log out
  • Who are the doctors that work at KRY?

    The doctors that work for General Practices via KRY all have extensive experience from primary care. They work part-time with KRY and part-time with face-to-face appointments at GP clinics and specialist clinics in the Stockholm region, making them well-equipped to assess the symptoms we offer treatment for at KRY. All doctors have also been trained to provide the best possible care through video meetings on the platform.

     

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  • Opening hours

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    These opening hours also apply on holidays.

    KRY Support is open from 9:00 a.m. to 5:00 p.m. on weekdays, closed on holidays.

  • How is KRY different from the health advice and information service 1177?

    At KRY you can meet a doctor who can prescribe further treatment. A doctor's appointment at KRY is therefore equivalent to a regular doctor's appointment, provided that the condition can be diagnosed without physical examination. The health advice and information service 1177 is staffed by nurses who can provide healthcare related guidance, but who cannot prescribe further treatment. KRY therefore offers an alternative to a physical doctor's appointment by providing the possibility to meet a doctor quick and easily through an online video meeting.

When can KRY be used?

  • Which symptoms can KRY help with?

    KRY can be used for ailments and symptoms that do not require physical examination for diagnosis. Not all health problems are well-suited for diagnosis and treatment in a virtual setting. It is therefore important that you consult the list of symptoms our doctors can help you with before booking an appointment. If your doctor considers it necessary, you will be given a prescription for medication or referral to a specialist.

  • Is KRY a suitable healthcare provider for all medical problems?

    No, KRY is not 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.

    In case of emergency, call 112 and visit an emergency room.

    The laboratory tests we can offer today are blood samples and patient-related tests, such as throat tests. KRY can offer sampling in the following counties: Stockholm, Uppsala, Södermanland, Örebro and Västra Götaland. We are working on the ability to offer this service throughout Sweden in the near future.

  • 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.

    Keep in mind that the prescriptions our doctors issue only can be retrieved in Sweden.

  • 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 center.

Cost and payment

  • How much does it cost to use KRY?

    Doctor
    Meeting a doctor through a video meeting at KRY costs 250 SEK for adults and is free of charge for children 0-19 years old. High cost protection card is applicable.

    Presciption renewal

    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 fee for prescription renewal is the same as for a doctor's visit, i.e. 250 SEK for adults. For children and adolescents under the age of 20 and for those over 85 years old, it is free of charge. High cost protection card is applicable.

    Read more about high cost protection card here.

     

  • How much does it cost for children?

    For children and adolescents under the age of 20, a video meeting with our doctors at KRY is free of charge.

    Text based prescription renewal for children and adolescents under the age of 20, it is free of charge. High cost protection card is applicable.

  • How do I pay for my meeting or presciption renewal?

    You pay when you book your doctor's meeting or order a prescription renewal. Payment can be made by credit card (Visa, MasterCard, American Express) or Klarna.

    Doctor´s meeting through video costs 250 SEK for adults. For children and adolescents under the age of 20 and for those over 85 years old, it is free of charge. High cost protection card is applicable.

    The fee for prescription renewal is the same as for a doctor's visit, i.e. 250 SEK for adults. For children and adolescents under the age of 20 and for those over 85 years old, it is free of charge. High cost protection card is applicable.

    Read more about high cost protection card here.

     

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  • Do I get a receipt for my meeting?

    The booking confirmation you received by e-mail is valid as a receipt, and will be sent to you when you have confirmed the meeting.

  • In which cases can the patient fee be refunded?

    If you have paid a patient fee for a meeting that could not be completed due to technical issues and therefore not registered, please contact the support by phone and we will help to reschedule the meeting or do a refund.

    If your doctor believes that you cannot get help through a digital healthcare meeting and refers you directly to your healthcare center, your patient fee will be refunded automatically. The refund may take up to 3 days.

    Phone number: 08-22 77 07

    KRY Support is open from 9:00 a.m. to 5:00 p.m. on weekdays, closed on holidays.

  • Are high cost protection cards applicable?

    Yes, high cost protection card is applicable.

    KRY is unable to register the payment to the high cost protection card. Therefore please save your receipt, bring it to any healthcare center or hospital and ask them to register the cost.

    If you already have a high cost protection card, the meeting is free. When confirming the meeting, press "Pay with free card". You are then asked to fill in the high cost protection card number.

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KRY Support

  • Contact information and opening hours for KRY Support
    KRY Support is open from 9:00 a.m. to 5:00 p.m. on weekdays, closed on holidays. We try to respond to your mail within 24 hours on weekdays. You can contact us here
     
    If you have an urgent matter or if your question concerns a doctors appointment that already took place, we recommend that you contact us by phone.
    Phone number: 08-22 77 07

     

  • Questions about or seeking medical advice

    Unfortunately, KRY support cannot 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 with one of our doctors.

    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 or sending an email 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. We try to respond to your mail within 24 hours on weekdays.
     
    If you have an urgent matter or if your question concerns a doctors appointment that already took place, we recommend you to contact us by phone.
    Phone number: 08-22 77 07

    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.

     

     

     

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What can KRY do?

Psychology

  • Can psychologists refer me to psychiatry/specialist care?

    At the moment we do not send referrals to psychiatry. In order for a referral to be made, all primary care levels need to be depleted. If you think you need a referral to a specialist, we recommend you to first contact the healthcare center where you are listed.

  • Can the psychologists at KRY prescribe medicine or write sick notes?

    Our psychologists cannot help you with questions concerning medication or sick leave. If you want help with this, please book an appointment with one of our doctor's.

  • What can a psychologist at KRY help out with?

    Via KRY, we offer video meetings with psychologists where we can help you to better understand your problems, as well as advise and support how to deal with things that today feel difficult. In order to book an appointment with a psychologist you need to be 18 years old.

    KRY cannot help out with:

    • Investigation of ADHD
    • Bipolar disease
    • Self injury behavior
    • Severe anxiety or depression that requires contact with psychiatry
  • Do you keep a medical record of my meetings with my psychologist?

    Yes, your meetings with your psychologist are noted in the EMR-system (electronic medical record system), just as regular meetings with psychologists are.

  • How does it work to meet a psychologist?
    1. Download the KRY-app
    2. Choose "Book Psychologist" 
    3. Answer the following questions about what you're seeking help for
    4. Now you can choose to book a meeting with a psychologist
    5. The session lasts for about 30 minutes
    6. You and your psychologist will then have a session focusing on solving the problematic issuses you have today. Your psychologist will give you concrete advice on things that you can do to make progress
    7. If you want to meet your psychologist again, you can book a revisit

     

  • What does it cost to see a psychologist?

    A psychologist visit costs 250 SEK. High cost protection card is applicable and for you under the age of 20 it's free of charge.

Laboratory tests

  • 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.  

    The price for your follow up is the same as for your first visit. If you have a high cost protection card the revisit will be free of charge. When confirming the meeting, there is an option for you to click “Pay with Free Card” where you can enter your "high cost protection card number.”

     

     

     

     

     

     

Prescription

  • Can I receive a prescription for medication?

    Meeting:

    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 Lloyd's pharmacy also offers home delivery service for your prescriptions.

    Please note that the doctors at KRY cannot prescribe medication that is classified as narcotic.

    Presciption Renewal:

    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 fee for prescription renewal is the same as for a doctor's visit, i.e. 250 SEK for adults. For children and adolescents under the age of 20 and for those over 85 years old, it is free of charge. High cost protection card is applicable.

    Read more about high cost protection card here.

    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. Please note that our doctors at KRY cannot prescribe medication that is classified as narcotic.

  • 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 Lloyd's pharmacy directly in the KRY app.

  • How do I see that I've received my prescription?

    Please visit https://www.lloydsapotek.se/ and log in with your BankID. There you can see what prescriptions that are available on your personal identity number. If your want to know your child's prescription, you can login with your BankID and then enter your child's personal identity number.

    If you cannot find the prescription, please contact support and we'll help you:

    Phone number: 08-22 77 07

    KRY Support is open weekdays at 9.00 a.m. to 5.00 p.m. closed on holidays.

     

Prescription renewal

  • What happens if the doctor can not give me a prescription renewal?

    If your prescription renewal request has been refused or the doctor needs additional information, the doctor will write a message to your inbox in the KRY-app and you will automatically get refunded.

    If a video meeting is required in order to make a prescription renewal you will get a refund for the text based prescription renewal and will be asked to book a video meeting. Please note that the fee of 250 SEK for the video meeting still applies. 

    If you have paid by invoice this will be cancelled and information will be sent to Klarna about the cancellation. If you want to check that your invoice has been cancelled, please contact Klarna directly or call KRY's support on 08-22 77 07. Open weekdays between 9:00 a.m. to 5:00 p.m.

    If you have paid by credit card a reservation of the fee will be made on your bank account until midnight. If your prescription renewal request has been refused, the reserved amount won't be deducted. If the amount has been deducted, the money will be deposited in to the same credit card that you paid with. Please note that it can take up to 2-5 business days before the money gets back to your account.

  • Why can you only renew a prescription at a time?

    Unfortunately we cannot offer prescription renewal for multiple prescriptions at a time via the prescription form. If you wish to renew multiple prescriptions, we recommend you to instead book a video meeting with one of our doctors.

    The fee for prescription renewal is the same as for a doctor's visit, i.e. 250 SEK for adults. For children and adolescents under the age of 20 and for those over 85 years old, it is free of charge. High cost protection card is applicable.

    Read more about free cards here.

  • Can I get a prescription renewal via KRY?

    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 fee for prescription renewal is the same as for a doctor's visit, i.e. 250 SEK for adults. For children and adolescents under the age of 20 and for those over 85 years old, it is free of charge. High cost protection card is applicable.

    Read more about high cost protection card here.

    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. Please note that our doctors at KRY cannot prescribe medication that is classified as narcotic.

  • What do I do if I'm not happy with my prescription renewal?

    We recommend you to book an appointment with one of our doctors via the KRY app for an assessment if you have further questions regarding your prescription.

    If your prescription renewal request has been refused or the doctor needs additional information, the doctor will write a message to you in the inbox of the KRY-app and you will automatically get refunded.

    If a video meeting is required in order to make a prescription renewal you will get a refund for the text based prescription renewal and will be asked to book a video meeting. Please note that the fee of 250 SEK for the video meeting still applies. 

    If you have paid by invoice this will be cancelled and information will be sent to Klarna about the cancellation. If you want to check that your invoice has been cancelled, please contact Klarna directly or call KRY's support on 08-22 77 07. Open weekdays between 9:00 a.m. to 5:00 p.m.

    If you have paid by credit card a reservation of the fee will be made on your bank account until midnight. If your prescription renewal request has been refused, the reserved amount won't be deducted. If the amount has been deducted, the money will be deposited in to the same credit card that you paid with. Please note that it can take up to 2-5 business days before the money gets back to your account.

     

     

Doctor's note

  • Can KRY write doctor's notes and medical certificates?

    Doctors at KRY can write medical certificates on the condition that no need for physical examination is required for the certificate. 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 do I get my sick note after the doctor's meeting?

    The sick note will be sent to your inbox in the KRY app.

    Open the app and click on the inbox tab at the bottom. Open the message with the sick note and click on the PDF icon. You will now see the sick note on the screen in your phone or tablet. Click on the sick note again. You will now get an icon in the lower left corner (a square with an arrow in). Click on it and you will get different options. Choose between print or choose e-mail to send the sick note to your e-mail and print from a computer.

     

  • Can KRY write first day certificates?

    Our doctors can write medical certificates assuming that no physical examination is required for the certificate. It is up to each doctor to make an individual assessment of you as a patient.

    Generally speaking, you may be on sick-leave without a medical certificate for 7 calendar days. An employer may however, for special reasons, require a so-called first day certificate earlier than this (according to Law 1991: 1047 on sick pay, § 10 a). Special reasons may include e.g. repeated short periods of illness or justified reasons to suspect fraud.

    In order for an employer to request a first day certificate from their employee, there must be a written request. This written request for first day certificate must not exceed one year. The doctor may want to take part in this request from the employer, therefore it is advisable to have it available during the doctor's meeting.

     

     

  • Can KRY write medical certificates for absence of travels or competition?

    It is up to the person who requests and is the recipient of the certificate (e.g. insurance company or travel company) to claim how the certificate should be designed. Therefore, there are many different guidelines for the design, depending on which company that is requesting the certificate.

    Our doctors can write medical certificates for absence of travels or contest, assuming that no physical examination is required for the certificate. It is up to each doctor to make an individual assessment of you as a patient.

Referrals

  • Can I receive a referral?

    Yes. If your doctor considers that you are in need of further care you will be referred to a specialist.

    We cannot write referrals that require regular follow-ups, such as x-rays. In these cases, we refer you to a physical health care center.

     

  • How is my referral sent?

    KRY is responsible for sending your referral.

    When an appointment is booked you will receive an appointment letter from the clinic to the address where you are registered. According to the national health care guarantee, you will normally receive an appointment within 90 days, provided that the referral is accepted. It is always the attending health care provider's assessment of your medical need for care that underlies how quick it goes.

    If you have not received an appointment letter within 90 days, please get back to us.

     

Medical record

  • 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.

     

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How to book, rebook and cancel appointment

Book a meeting

  • How do I book an appointment with a doctor at KRY?
    1. Download the KRY app on your mobile device from either App Store, which requires iOS (v.9.0 or later) or Google Play, which requires iOS Android (v.4.4 or later).
    2. Click Sign in and identify yourself with your mobile BankID or BankID.
    3. 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
    4. Choose to see a doctor and select schedule an appointment.
    5. Select if you want to book an appointment for Myself or My child
    6. Select your symtom from the list.
    7. Fill out the symptom form. You also have the option to attach pictures.
    8. Select either Drop-in or Select a time.
    9. Choose your preferred payment method, or choose to use your free card, by entering your free card number. 
    10. Confirm your meeting.


    Your meeting is now booked! The doctor will call 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 between the age of 0-17 years, log in to the KRY app by signing up with your own BankID and then choose if you want to Meet a doctor now or Schedule an appointment. Thereafter you choose for whom you want to book the appointment and select My Child.

    Children must be present during the appointment, just like any other appointment at a physical healthcare center.

    Children who are 16 years old can identify themselves with BankID at KRY.

  • How do I book a revisit?

    Via KRY you can book a revisit to the doctor you've met before.

    To do this, you need to login to the KRY app and click My previous meetings under the More- tab. There you can choose to book a visit to the doctor you previously met.

    The price for a revisit is the same as a first visit. If you have a high cost protection card the meeting will be free of charge. When confirming the meeting, there is an option for you to click “Pay with Free Card”. You will then be asked to enter your "high cost protection card number.”

  • 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 a doctor, we display the appointment times in the current time zone you are in.

Reschedule, cancel a meeting and waiting time

  • 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.
     
  • How do I cancel or reschedule my meeting?

    You can reschedule or cancel your appointment no later than 15 minutes before the scheduled start time. To do so, select the More tab in the bottom right of the app. Then choose My Upcoming Meetings where you will be able to reschedule or cancel the appointment.

    If you cancel your visit, you will receive an automatic refund of your patient fee. If you have chosen to pay by card, the refund will be received within 3-5 working days. If you have chosen to pay by Klarna invoice, this will be cancelled.

    If you have questions regarding an appointment you have booked with KRY, please contact KRY support by telephone.

    KRY Support is open on weekdays between 9:00 a.m. and 5:00 p.m.
    Phone number: 08-22 77 07

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Symptoms

Sleeping disorders

  • Can KRY help with sleeping disorder?

    Sleep disorders are one of the most common problems we help out with. The doctor's visit is via video call and you usually meet a doctor within a few minutes. Download our app KRY from App Store or Google Play for diagnosis and treatment today.

Depression, anxiety, psychologist

  • Can KRY help with depression and anxiety?

    You can contact KRY if you suspect that you are depressed or have experienced  symptoms of depression for two weeks or longer. When suffering from depression it is important to seek care as quick as possible. Treatment is often easier and has a shorter process if started in time.

    Through KRY, you can meet both doctors and psychologists via video calls. Our psychologists can help you to better understand your problems as well as give you advice and support on how to deal with things that today feel difficult. The amount of conversations you have with your psychologist may vary. Sometimes single or a of couple meetings will be enough, and sometimes you may need multiple meetings.

    Our doctors can help with diagnosis, examination any other causes of symptoms, drug treatment (e.g. antidepressants, anxiolytics or sleep promotion), and shorter sick leaves (maximum 14 days of sick leave from the first day of illness). We cannot write medical certificates back in time (retroactive) but only from the day you contact us. Please note that KRY's doctors do not prescribe medication classified as narcotics. You can find a complete list of narcotic classed medication here.

    At KRY, our doctors and psychologists work close together to ensure that you get the best care possible based on your needs.

     

     

  • Can I get help to meet a psychologist via KRY?

    Psychologist:

    Our doctors can write a referral to a psychologist via a video meeting, just like a doctor at a traditional health center. It is up to each individual doctor's assessment of the patient what is appropriate in your case.

Throat, allergy and asthma

  • Can KRY prescribe for sore throat, cough or tonsillitis?

    Our doctors can not prescibe antibiotics or other medicines that require samples to diagnose, except in the Stockholm area.

    Tonsillitis, is a disease where it is usually necessary to take a sample from the throat to prescribe antibiotics. We currently have the opportunity to offer sampling in the Stockholm area. We are working to offer this service throughout Sweden as soon as possible.

    KRY can offer laboratory tests in the following counties: Stockholm, Uppsala, Södermanland, Örebro and Västra Götaland.

    The guidelines that we follow about tonsillitis are developed by the Swedish Medicines Agency, in collaboration with the RAF (Reference Group for Antibiotics) and STRAMA (Strategy Group for Rational Antibiotics Use and Reduced Antibiotics Resistance).

  • Can KRY help with allergies?

    In a video meeting with one of our doctors we can help you with most forms of allergy. We can find the right treatment and prescribe appropriate medication when needed.

    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 fee for prescription renewal is the same as for a doctor's visit, i.e. 250 SEK for adults. For children and adolescents under the age of 20 and for those over 85 years old, it is free of charge. High cost protection card is applicable.

    Read more about high cost protection card here.

    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. Please note that our doctors at KRY cannot prescribe medication that is classified as narcotic.

     

  • Can KRY help with asthma?

    If you have previously known mild asthma you can apply for care at KRY. Through a video meeting with one of our doctors, we can help you find the factors that trigger your asthma. With this knowledge, we can then find and prescribe the best medicines to treat your asthma.

    You can also get answers to questions about asthma and allergy.

Skin

  • Can KRY help with psoriasis?

    It is appropriate to contact KRY regarding your psoriasis if:

    • You are out of medication you have been prescribed for your psoriasis
    • You find that the medicine you have been prescribed doesn't help
    • Psoriasis prevents you in your everyday life


    Difficult skin psoriasis and joint psoriasis should be physically examined.

  • Can KRY help out with facial rash?

    Due to many different reasons of facial rash, it is important to establish what kind of rash you have. With KRY, you can meet a doctor through a video call and get help with diagnosis and treatment. We can also, if necessary, prescribe medication or write a referral to another healthcare provider.

  • Can KRY help with chickenpox?

    Children with chickenpox usually do not require any treatment. The disease usually heals by itself within 10 days from the first symptom. Sometimes medication, such as Tavegyl, can be prescribed to help soothe the itching. For adults and adolescents treatment is recommended, but it must commence early in the course of the disease.

  • Can KRY help out with eczema?

    Via a video meeting with one of our doctors at KRY, you can get help with what might have triggered your eczema. We can provide information on different treatment options and advise you on how to effectively avoid being affected again. If non-prescription medicines have not been effective, we are able to prescribe other medicines that can give better results.

  • Can KRY help out with acne problems?

    You can seek care at KRY if you have problems with acne.

    Contact with KRY regarding your acne is appropriate if:

    • You are out of medication that you have been prescribed for your acne
    • You find that medicines you have been prescribed do not help
    • Acne prevents you in your everyday life
    • Severe acne and infected rash should be physically investigated.

    Before your meeting starts, you have the opportunity to fill out a symptom form. To this form you can attach pictures of your acne. Assuming that you take a good picture, there is a good chance that you can get help through KRY. Our doctors at KRY can also write referrals to specialists given that they consider that the referral is medically motivated. It is up to each individual doctor to make an assessment of what is appropriate for each patient.

  • Can KRY help with borrelia and tick bites?

    If you discover a small, dark, spider-like insect that sticks to your skin, it is probably a tick. Ticks should be removed as quick as possible as a few can carry infections.

    For example, ticks can carry Borrelia, which is an infectious disease. Borrelia infections are caused by bacteria and occur mainly between May and December.

    The classic skin reaction when affected by Borrelia occurs approximately 1-4 weeks after the bite. Usually, the impact measures more than 5 cm in diameter and slowly increases in size. In the immediate vicinity of the bite a reaction may occur that shouldn't be mistaken with Borrelia. This usually heals within 1 week.

    You're welcome to book a meeting with a doctor for advice and possible treatment for Borrelia infection. Before your meeting starts, you have the opportunity to fill out a symptom form. To this form you can attach pictures. 

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Nausea and vomiting?

  • Can KRY help with nausea and vomiting?

    There could be various reasons of why you're feeling nauseous or vomiting. It is not a diseases, but a reactions of other things. Nausea is the body's way of telling you something isn't right while vomiting is the body's defense mechanism for getting rid of toxins. Nausea and vomiting may depend on:

    • Food poisoning
    • Gastric ulcer
    • Motion sickness
    • Medication
    • Reactions to different smells or flavors
    • Infections
    • Emotional stress
    • Alcohol
    • Pregnancy

    KRY can offer a video meeting with a doctor who can help you find the cause of your nausea and vomiting. Contact with KRY is appropriate if: 

    • You have been vomiting for more than 12 hours
    • You have been nauseous for more than 12 hours
    • You show signs of fluid shortage
    • You have felt nauseous for a longer period of time and might be pregnant

     Long-term symptoms may depend on a more serious disease and should be examined physically. You should immediately seek medical advice if you have: 

    • Hit your head
    • Have a stiff neck and heavy headache
    • Blood in your vomit
    • Strong stomach ache
    • High fever (39.5 °)
    • Diarrhea
    • High heart rate and breathing difficulties

Contraceptive, urinary tract infection, erectile dysfunction and sexually transmitted diseases

  • Can KRY help with erection problems?

    Most men will suffer from erection problems at sometime during their lifes. Not getting erection occasional is normal and affects most men of all ages.

    Erection problems could be mentally stressful. In some cases, erectile dysfunction is a symptom of other disease such as cardiovascular disease.  

    A video meeting with a doctor at KRY is appropriate if you wish to:

    • Get help finding the cause of erection problems
    • Get help in finding the right treatment and get medicine if needed
    • Get a referral to a psychologist as this is considered the best treatment
    • Get information and advice

    Welcome to book a meeting with one of our doctors at KRY for advice and possible treatment.

  • Can I get help with urinary infections via KRY?

    If you are a woman and suspect that you have a urinary infection you can get help with treatment via KRY. This if the doctor considers it to be an uncomplicated urinary infection (e.g. non-pregnant and non-frequent recurring discomfort). Our doctors can diagnose and prescribe appropriate treatment through video calls. Uncomplicated urinary infection does usually not require sampling for diagnosis.

    Children and men with symptoms of urinary infection must be examined with sampling and sometimes additional examination to determine the cause of the infection. Therefore we refer you to a physical healthcare provider for this.


    KRY complies with guidelines developed by the Swedish Medicines Agency, in collaboration with the RAF (Reference Group for Antibiotics) and STRAMA (Strategy Group for Rational Antibiotics Use and Reduced Antibody Resistance).

  • Can KRY prescribe birth control pills and contraceptives?

    Provided that you have had this treatment before and that it worked well a doctor at KRY can do a prescription renewal for contraception. However, note that approximately every year, contact with the physical care for control of blood pressure is recommended. We can only do a renewal for maximum 3 months of consumption.

    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 fee for prescription renewal is the same as for a doctor's visit, i.e. 250 SEK for adults. For children and adolescents under the age of 20 and for those over 85 years old, it is free of charge. High cost protection card is applicable.

    Read more about high cost protection card here.

     

  • Can KRY prescribe medicine for herpes?

    Herpes around the mouth is caused by a virus which is very common. Herpes can cause cold sores. You can also have the virus in your body without getting any mouth ulcers. Herpes usually passes by itself within a week and usually requires no treatment. There are prescription antiviral creams and patches that you can use on the mouth ulcer. If you have severe herpes disease or are susceptible to infection, you may have antiviral medicines on prescription.

Backache

  • Can KRY help with back pain?

    Yes. At KRY you can, through a video meeting with our doctors, get help to find out what might cause your back pain. You can get advice on how to handle the problems and also get a referral if necessary.

    Back pain is a common inconvenience experienced by many people during periods. Fortunately, the pain is rarely due to a serious disease. However, the suffering should not affect your life and should be taken care of.

    Symptoms:
    You may experience that you get very tired and that you are finding it hard to hold the upper part of your body. You may also feel a sharp back pain and have difficulty stretching completely. The pain in the back can also radiate along the groin and out in both legs.

    Causes:
    One of the most common causes of back pain is that you've made a fast and erroneous movement. Too much stress can also cause back pain. An incorrect movement may occur, for example, in sports where you rotate more than you should. Too much strain on the back may result from lifting heavy things using your back, instead of using your legs, also called lumbago. Weakness in the back can also be caused by a sluggish body position and that some muscles do not get the right training.

    Treatment:
    The best thing to do if you are in pain is to move carefully. Take slow walks in comfortable shoes and stretch your back muscles properly. Avoid sitting down as much as possible. Rest does not make your back better, your muscles need to be activated. Painkillers can help in the worst moments if the pain is overwhelming. A physiotherapist, naprapath or chiropractor can advise you on which treatment method is best for your type of pain.

    When should I seek care?

    Seek care if the back pain does not pass within 1-2 weeks.
    If you have back pain and also have other symptoms in combination with the pain you should seek medical advise immediately.
    Do not hesitate to contact a doctor immediately if the pain occurs while you have any of the following symptoms as this may indicate something more serious. A back-related accident or a fall should also be followed up with a doctors visits. 

    • Fever
    • Stomach pain
    • If you do not feel when you need too micturate
    • Numbness of the legs or abdomen
    • If you are getting treatment for cancer   

Eyes and ears

  • Can KRY help with eye inflammation or eye problems?

    Ocular inflammation usually passes by itself after a few days as long as you keep your eyes clean, are careful with hand hygiene and change towels often. It is uncommon with complications. However, sometimes the inflammation might not go away and you may require treatment with antibiotics.

    Download KRY on your smartphone for advice and possible treatment for eye inflammation.

  • Can KRY help with ear infections or ear problems?

    With KRY you can get help with pains and symptoms that are possible to diagnose without physical examination. Here you can meet a doctor through video calls on your smartphone or tablet.

    Since ear infections and ear problems usually require physical examination, we refer you to a physical health center.

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Information security

Information security

  • 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 privacy@kry.se 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 privacy@kry.se. 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 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.

  • 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.

     

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Technical questions

Technical questions

  • 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, please contact support:

    Phone: 08-22 77 07

    KRY Support is open from 9:00 a.m. to 5:00 p.m. on weekdays, closed on holidays.

     

  • What technical support do I need to use KRY?

    KRY's app is available on iOS (v.9.0 or later) and Android (v.5.0 or later).

    You also need a Swedish personal identity number, BankID / Mobile BankID to log in and good internet connection.

     

  • The KRY app does not work, what do I do?

    If you can't seem to log in to your KRY app or the app doesn't seem to work as it should, there are a number of things you can try yourself.

    1. Verify that your operating system on your phone / tablet is supported by KRY's app, iOS (v.9.0 or later) or Android (v.5.0 or later).

    2. Make sure you have a strong internet connection. Also, if you don't use wifi, make sure you allow the KRY app to use mobile data.

    3. You can also try to update the KRY app in via App Store or Google Play, and restart the app.

    If the problems remains, please contact KRY Support for further assistance. KRY Support is open from 9:00 a.m. to 5:00 p.m. on weekdays, closed on holidays. We try to respond to your message within 24 hours on weekdays.
    CONTACT US 

    If you have an urgent matter or if your question concerns a doctors appointment that already took place, we recommend that you contact us by phone.
    Phone number: 08-22 77 07

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