Service Description

1. Introduction

This service description sets out the packages, modules, add-ons, integrations and services that the Supplier provides as part of the Service. The parts that apply to an individual Healthcare Provider are set out in the Service Agreement and the associated order or quote.

Some functions and integrations are available only to Healthcare Providers in a particular country. These are marked (Sweden) or (Denmark) and summarized in section 8.

2. Packages

The Service is offered in three packages. All packages include an unlimited number of patients. Modules and add-ons can also be ordered separately.

Standard

The base package for digital and in-person patient management. The package includes the Patient portal module (section 3.1) with:

• White-label web portal
• Chat and video meetings
• Self-service and automation
• Self-monitoring
• Consultations and referrals

as well as the Payments module (section 3.3).

Growth

The package includes everything in Standard, plus:

• EHR system (section 3.2)
• Marketing (section 3.4)

Enterprise

A package put together with the Healthcare Provider based on the needs and size of the organization. Its content is set out in the Service Agreement.

3. Modules and add-ons

3.1 Patient portal

The patient portal is the platform’s core module and the Healthcare Provider’s digital front desk for End Users. It is available on the web and, where the Patient app add-on has been ordered, through the Healthcare Provider’s own app.

Core functions

• Support function, notification center and configuration of users, groups and departments
• Permission system through which the Healthcare Provider controls access, functions and views per role
• Login for End Users and healthcare staff with BankID and SITHS (Sweden), MitID (Denmark) and with two-factor authentication
• Statistics on, among other things, cases, response times and forms
• Option to turn off care requests for children under 13

White-label web portal

• Customization with the Healthcare Provider’s logo, colors and visual identity
• The Healthcare Provider chooses which digital entry points to offer, for example chat, drop-in, booking of in-person or digital visits and patient-initiated care requests
• Booking system where End Users can book and reschedule visits themselves

Chat and video meetings

• Secure chat in real time or asynchronously, where both the Healthcare Provider and the End User can attach files, images and video clips
• Media library and phrase library
• Encrypted video meetings in the browser or app, with no installation required
• Video meetings with up to 100 participants, for example for patient meetings, group meetings and seminars
• Invitation of external participants by link, such as relatives, interpreters or representatives of other organizations, with an optional BankID requirement (Sweden)
• Video meetings can be started from the chat, a calendar booking or drop-in, and staff have simultaneous access to the case, forms and EHR note during the meeting

Self-service and automation

• Form builder for digital questionnaires, with or without AI assistance when forms are created
• Partial and final summaries and scoring of answers based on values set by the Healthcare Provider. Interpretation and assessment are always carried out by healthcare staff.
• Rule-based flows configured by the Healthcare Provider, for example to route cases to the right resource
• Automatic transfer of form answers to EHR text, optional
• Save and resume forms, optional per form or reason for contact
• Direct links to individual forms or reasons for contact, for use in for example emails, campaigns, chat and web pages
• Automated SMS and email messages
• Follow-up visit function with automatic invitations
• Automatic lab referral based on reason for contact or booking (Sweden, requires lab integration)

Self-monitoring

• Digital diaries with customizable diary forms, for example for pain, sleep, mood, symptoms or treatment effect
• Standardized self-assessments with scoring and summaries
• Diary calendar and charts showing development over time
• Notification to staff when an End User gives a deviating answer in a diary form

Patient profile

• Consolidated view per End User of cases, chats, attached files, forms and logs, limited per department so that only authorized staff have access
• Creation and editing of End User accounts and management of consents
• Linking of End User accounts, for example child and parent, and child accounts managed by a guardian
• Internal notes and medical statements in PDF format
• Documents and individually tailored content, such as instructions and advice, shared with an individual End User
• The Healthcare Provider chooses which EHR notes, documents, medications, certificates and test results the End User can see in the portal (requires the EHR system)

Consultations and referrals

• Sending and receiving referrals between healthcare providers connected to the Service, both within and outside the Healthcare Provider’s own organization
• Digital consultations with the option to attach EHR text, form data, images and documents
• Transfer of cases and End User accounts between healthcare providers in the Service with the End User’s consent, including case history, chats, form answers, EHR text and documents
• Receipt of referrals from external healthcare providers that do not use the Service, via a dedicated link
• Logging and notifications for all referrals, consultations and transfers

3.2 EHR system

A web-based EHR system that is an integrated part of the platform and shares data with the patient portal, booking and payments. The patient portal can be used without the EHR system.

• Record keeping including history, examination, assessment and plan, in accordance with HSLF-FS 2016:40 for Healthcare Providers in Sweden
• EHR templates and structured documentation through forms with automatic EHR text
• Diagnosis coding according to ICD-10 and procedure coding according to KVÅ (Sweden)
• Medication list and test results view linked to the End User
• Signing workflows, internal notes and medical statements
• Calendar and scheduling with internal and external availability, absence management and resource planning across clinics, departments and groups
• Role-based permissions and logging of all access
• Support with migrating EHR data from other systems, by agreement
• E-prescriptions through a certified e-prescription integration (Sweden)
• Ordering of lab and radiology tests and test results directly in the EHR (Sweden)
• Export of completed visits in file formats for reporting to the patient register of the Swedish National Board of Health and Welfare and to the regions’ reimbursement systems, for Healthcare Providers with agreements on publicly funded care (Sweden)

Waiting lists

• Multiple waiting lists per clinic, created and managed by authorized administrators
• Tags, responsible clinician, notes and a book-by date per patient on the list
• Bulk actions for several patients at once
• Booked patients remain on the list as planned until the visit has been completed
• Removal from the list and waiting chosen by the patient are registered manually with a stated reason

3.3 Payments

• Digital payments in the app and on the web, including through integration with Stripe
• Payment at booking, online, on site or via a QR code at reception, and check-in for in-person visits
• Digital receipts
• VAT rates per visit type and service
• Full or partial refunds directly in the platform, for example on cancellation
• Additional charges from the calendar, patient profile or payments view, standalone or linked to an existing visit
• Filtering, internal notes and manual management of payment status
• Export of payment data in xls format, in total or per clinic and department
• Payment status in the patient profile

Transaction fees apply according to the price list of the relevant payment provider.

3.4 Marketing

• Conversion tracking that measures bookings and submitted cases and attributes them to a source, for example Google Ads, Meta campaigns, email newsletters or partners
• Server-to-server communication with the Healthcare Provider’s own analytics accounts, for example Google Analytics 4 or the Meta Conversions API, without tracking pixels or third-party cookies
• Multiple independent tracking channels that can be linked to specific forms or reasons for contact, and campaign IDs for precise attribution
• Patient levels that distinguish End Users who have created an account from End Users who have initiated a case, for filtering, follow-up and targeted communication

Conversion tracking requires the Healthcare Provider to configure its analytics platform correctly. The Healthcare Provider is responsible for ensuring that its use, including the transfer of any additional event data, complies with the GDPR and other applicable law. The Healthcare Provider shall indemnify the Supplier against all claims, including claims from End Users or third parties, arising from the Healthcare Provider’s use of conversion tracking.

3.5 Website builder (add-on)

• Template-based web design customized with the Healthcare Provider’s logo, colors and visual identity
• Responsive design for desktop, tablet and mobile
• Editing of text, images and structure in a user-friendly interface
• Basic search engine optimization
• Option to connect a custom domain and to change template without losing content

The add-on is charged per domain. The website builder is not covered by the same SLA for support and availability as the rest of the Service. Help with structure, content, template customization, layout or publishing is charged as a consulting service according to the current price list.

3.6 Patient app (add-on)

• A dedicated app for iOS and Android with the Healthcare Provider’s name, logo and visual identity
• Gives End Users access to the patient portal’s functions, including chat, video meetings, booking, forms and payments, as well as push notifications
• Setup of one app is included in Establishment when the add-on has been ordered

3.7 Own display name in BankID and MitID (add-on)

The Healthcare Provider’s organization name is shown instead of the Supplier’s when End Users and healthcare staff log in to the Service with BankID (Sweden) or MitID (Denmark).

3.8 e-Brev (add-on, Sweden)

Secure and traceable post sent directly from Curoflow, for example notices, test results and other documents, delivered to the End User digitally or as a physical letter.

4. Integrations

Integrations are optional and activated by agreement. Some integrations require a separate agreement between the Healthcare Provider and the integration partner.

• EHR system: TakeCare (Sweden)
• Switchboard and telephony: Aurora TeleQ (Sweden)
• Insurance-funded care: Kuralink (Sweden)
• E-prescriptions and lab and radiology, see section 3.2

5. Security and data storage

• The Service is CE-marked as a Class I medical device under Regulation (EU) 2017/745 (MDR).
• The Supplier is certified according to ISO/IEC 27001:2022.
• Personal data is processed in accordance with the GDPR and, for Healthcare Providers in Sweden, the Swedish Patient Data Act (2008:355).
• Each clinic has its own separate database. Data is not shared between clinics in the Service, other than where the Healthcare Provider initiates it, for example through a referral or case transfer.
• Data is encrypted in transit and at rest, and all access is logged.
• Data for Healthcare Providers in Sweden is stored on servers in Sweden. Data for Healthcare Providers outside Sweden is stored on servers in Germany. All storage takes place within the EU.

Data storage

The Healthcare Provider can see the amount of stored data in the administration interface, broken down into cases, chat, clinic data and support. If the amount of data exceeds the volume included under the Service Agreement or quote, additional charges may apply according to set price levels. The Healthcare Provider is informed before any such charges are made.

6. Establishment

Establishment is a one-time service for implementing the Service at the Healthcare Provider.

Technical base configuration

• Setup of one (1) clinic in the platform
• Initial user roles and permissions
• Customization of notification settings, case flows and templates
• Setup of one (1) app with the Healthcare Provider’s logo and visual identity, where the Patient app add-on has been ordered
• Technical onboarding of ordered integrations, for example EHR system, switchboard or payment solution
• Configuration of a test environment, where applicable

Training

Training of one (1) hour for up to ten (10) participants, unless further training has been ordered. The training gives an introduction to the platform and the ordered modules.

Limitations

Establishment covers one (1) clinic. Additional clinics are ordered as Extra clinic. Establishment does not include production of content, such as forms, phrases or media, beyond what is shown during the training. Further training is ordered as Training.

7. Other services

Extra clinic

For Healthcare Providers that want to establish more than one clinic in the Service. Each extra clinic is a separate unit with its own configuration, statistics, user management and database. An extra clinic can be ordered with or without its own app. Modules and add-ons are ordered per clinic. Establishment, training and integrations for an extra clinic are charged separately unless otherwise agreed.

Extra department

Enables several departments within the same clinic, for example by specialty, team or location, with their own permissions, forms, bookings, phrase libraries, notification settings and statistics. The departments share the clinic’s legal entity, data storage, payment structure and integrations, and are shown to End Users through the same landing page and app. An extra department cannot be ordered with its own app.

Training

Training beyond what is included in Establishment, for example for new staff, administrators, new functions or workshops tailored to the organization. Training is given digitally or on site, in Swedish or English, for up to ten (10) participants per session unless otherwise agreed. Training is charged according to the current price list, and travel costs apply to on-site training.

Consulting services

Tailored support beyond what is included in Establishment, support and Training, for example configuration and optimization of care flows and forms, design and content customization, support with expansion or reorganization, implementation of integrations, help with the website builder, advice on digital care services and support with procurement. Consulting services are provided on a time-and-materials basis at the current hourly rate. Scope and price are agreed before the assignment starts.

8. Country-specific functions

Sweden

The following functions and integrations are available only to Healthcare Providers in Sweden:

• Login with BankID and SITHS
• Own display name in BankID and BankID requirement for external video participants
• E-prescriptions
• Ordering of lab and radiology tests and test results, including automatic lab referrals
• Export of visits for reporting to the National Board of Health and Welfare and the regions’ reimbursement systems
• Procedure coding according to KVÅ
• e-Brev
• Integrations with TakeCare, Aurora TeleQ and Kuralink

Denmark

The following functions are available only to Healthcare Providers in Denmark:

• Login with MitID
• Own display name in MitID