About Kry

About Kry

  • 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 and nurses 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?

    Log in:

    1. Download the Kry app to your mobile device from either App Store or Google Play.
    2. Click Sign in with BankID and confirm your identity with your Mobile BankID.
    3. 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.

    Keep in mind that you can only use your own Mobile BankID to use the app for yourself, or your child if they do not have Mobile BankID. It is not possible to get care for someone else because we need patients to identify themselves with their own Mobile BankID.

    Log out:

    1. Click on the gear icon in the upper left corner of the Kry app.
    2. 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.

    Learn more about registering.

  • Who are the doctors, psychologists and nurses that work at Kry?

    Our team of licensed doctors, nurses and psychologists all have 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

  • When will I receive my invoice?

    You’ll receive a digital invoice from our partner Billogram, up to 7 days after your appointment. The invoice will be sent to your email address and your Kry inbox.

    We'll send you an SMS with a link to your invoice if you do not open the email within 7 days. If we cannot reach you by email or SMS, we'll post your invoice to your registered address.

  • Why did I receive an invoice from Billogram?

    We use Billogram to create and send invoices for our healthcare services. 

  • How can I pay my Billogram invoice?

    You can pay your Billogram invoice by:

    • Swish
    • direct bank transfer
    • an OCR number, like a regular paper invoice.
  • I’ve paid too much on an invoice. What happens now?

    Sometimes, an incorrect amount may be paid. 

     

    This can happen:

    • when you reach your free card (frikort) limit
    • when an invoice has been paid for 2 times by mistake

     

    If this happens, please contact our support team. They will ask you for your bank account details and send you a manual refund of the amount you are owed.

  • What should I do if my invoice is wrong?

    We're sorry there's an error on your invoice. Please call our support team on 08-22 77 07 so we can adjust the amount or issue a refund. Our support is open Monday to Friday, from 9:00 to 17:00.

     

  • Have I paid my Billogram invoice?

    You can always click on the link to the invoice in your Kry Inbox to see the payment status on your invoice.

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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.

Kry Support

  • Contact information for Kry Support
    Our phone support is open weekdays between 9:00 AM to 5:00 PM
    Phone number: 08-22 77 07

     

  • 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. 
    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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How to book, rebook and cancel appointment

Book a meeting

  • How do I book an appointment at Kry?
    1. 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).
    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. Select Start a booking
    5. Select if you want to book an appointment for Me or My children
    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. 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 between the age of 0-17 years, log in to the Kry app by signing up with your own BankID and then choose Start a booking. Click Add child, thereafter you choose for whom you want to book the appointment and select the child

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

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

  • How do I book a follow-up appointment?

    Here's how to book a follow-up appointment in the app.

    1. Go to the Your health tab
    2. Go to Events.
    3. Find the symptom or problem you want to book an appointment for.

    4. Click the Book a follow-up appointment button.


    Please call our support team on 08-22 77 07 if you need more help. Our support is open Monday to Friday, from 9:00 to 17:00.

     

  • 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 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 cancel or reschedule appointments in the app. Go to Your health and choose Events.

     

    Video appointments with a doctor or nurse

    You can cancel or reschedule up to 15 minutes before your appointment starts. 

     

    Video appointments with a psychologist

    You can cancel or reschedule up to 3 hours before your appointment starts.

     

    Appointments at a healthcare clinic

    You can not reschedule these appointments, but you can cancel them up to 24 hours before your appointment starts. 

     

    Call us at 08-22 77 07 if you have any questions about your appointment.

     

     

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What can Kry do?

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 MEDS Pharmacy also offers home delivery service for your prescriptions.

    Prescription 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 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.

    1. Go to the Your health tab in our app.
    2. Next go to Prescriptions.
    3. 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.

     

     

     

     

Doctor's note

  • 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 sick note?

     

    You can view your sick note on the digital medical certificate website Mina Intyg (in Swedish). You can download your sick note from the website or send it straight to the Swedish Social Insurance Agency (Försäkringskassan).

  • 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.

     

     

Referrals

  • 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
    • ultrasound
    • 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).

     

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.  

     

     

     

     

     

     

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.

     

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 clinic 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.

    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 "Start a booking" 
    3. Choose the symptom that best suits your needs
    4. Answer the following questions about what you're seeking help for
    5. Now you can choose to book a meeting with a psychologist
    6. The session lasts for about 30 minutes
    7. You and your psychologist will then have a session focusing on solving the problems you have today. Your psychologist will give you concrete advice on things that you can do to make progress
    8. If you want to meet your psychologist again, you can book a revisit

     

  • What does it cost to see a psychologist?

     

    We calculate the patient fee you pay by looking at your registered address (folkbokföringsadress). What you pay to see a psychologist depends on your region:
    For up to date patient fees, please follow this link.

Symptoms

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Technical questions

Technical questions

  • 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.13 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.

    1. 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.

    Please call the support team on 08-22 77 07 if the app still does not work. Our support is open Monday to Friday, from 9:00 to 17:00.

  • 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

     

     

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Shared electronic health records system

Shared electronic health records system

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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 nurse, psychologist 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.

     

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