Healthcare advice, 24/7. Around 3 million calls a year.
MedHelp runs nurse triage and health advisory services for public healthcare providers in Sweden and Finland. Its Competence Centers run on a support system built on Collab Contact Center technology, answering around 3 million healthcare advisory calls a year.
📅 Published July 2025
3M calls a year
inbound healthcare advisory calls answered by licensed nurses, 24/7, across 10 locations in Sweden and Finland.
285 licensed nurses
out of around 330 employees, giving telephone triage and health advice on behalf of public healthcare providers.
Under EUR 10 per call
cost of one health advisory call, against around EUR 100 for a public agency. Rule of thumb shared by MedHelp.
Plug & Play
a new Competence Center can implement the system in a matter of days, at marginal cost.
Nurses give the advice. The platform carries the load.
The operation
MedHelp is a leading provider in Northern Europe of outsourced nurse triage, health advice and counseling, absenteeism services for employers, and primary and elderly care. It operates in Sweden and Finland.
Its Competence Centers, staffed by around 285 licensed nurses, provide telephone triage and health advice 24/7 on behalf of public healthcare providers. The goal: more access to professional advice, and fewer less severe cases in emergency rooms.
When a patient calls the public healthcare advice line, a licensed nurse answers, assesses the severity of the condition and gives advice. Less severe cases stay away from emergency rooms, and public providers save on every call.
The challenge
MedHelp needed to scale and diversify its services while keeping the quality and cost-efficiency of its core healthcare advisory operations.
Scale. Answer millions of calls a year across 10 locations in two countries.
Diversify. Add absenteeism services, primary care, elderly care, health coaching and ambulance logistics.
Keep quality and cost. Protect the quality and cost-efficiency of its core healthcare advisory service.
MedHelp Group
Nurse triage first. A healthcare services group today.
Two operating companies, in Sweden and Finland, owned by a Finnish holding company. Sweden accounts for an estimated 84% of business volume. Healthcare advisory calls bring some 80% of Group income, and absenteeism, primary and elderly care are expected to grow faster. Customers include County Councils, the City of Stockholm, ABB, IKEA and insurance companies.
Results
3M calls a year
Inbound healthcare advisory calls answered every year by 285 licensed nurses, 24/7, across 10 locations
15M calls processed
Calls processed in the company's history on the Competence Center support system
1.5M individuals advised
Different individuals advised each year by MedHelp nurses
Under EUR 10 per call
Cost of one health advisory call, against around EUR 100 for a public agency. Rule of thumb shared by MedHelp