Question 1

How does the medical service work?

Accepted Answer

Medical services from Fjarlækningar doctors are available through the Fjarlækningar website, wherever it suits you. There, you can access treatment options for defined, common conditions. With Fjarlækningar, you get a more convenient way to see a doctor, with a medical assessment — and a prescription if appropriate — within 2 hours every day between 10:00–22:00.

You go through a process where you answer a doctor’s standard questions about yourself and your health. Once you have completed the questions, you pay the same fee as a visit to primary care, and your case is sent to a doctor. A Fjarlækningar doctor provides a tailored treatment plan, and your outcome appears in the patient portal, where you can access treatment options and messages from the doctor. If the diagnosis indicates that you need a prescription medicine, a prescription will also be sent to the medication portal, where it can be redeemed at your nearest pharmacy.

Question 2

Which medical conditions does Fjarlækningar handle?

Accepted Answer

Fjarlækningar provides medical services for the following conditions: Cold, cough and sore throat: Simple respiratory infections, sore throat, frontal and sinus infections Urinary tract and vaginal infections: Urinary tract infections in women, vaginal yeast infections and bacterial vaginosis Erectile dysfunction Cold sores (not initial diagnosis) Shingles of the skin (not initial diagnosis) Pinworms: Treatment for the whole family Pollen allergy Prescription renewals: The service allows you to renew medicines that you use regularly. Not all medicines can be renewed through this service — you will be informed during the process which medicines cannot be renewed. Medical certificates: Sick notes for employers and schools. This service is only available to those who need an absence certificate related to a condition that has been handled through the telemedicine service.

Question 3

How much do Fjarlækningar medical services cost?

Accepted Answer

Fjarlækningar medical services are comparable to a primary care visit, and you only pay the standard visit fee of ISK 1,000 per case, just as in primary care. Fees for sick notes follow the primary care fee schedule.

Question 4

Who is the service for?

Accepted Answer

The medical service is available to people aged 18 and over who have electronic ID. More information on where the service is available can be found here: https://www.fjarlaekningar.is/thjonusta

Question 5

How can I use the medical service?

Accepted Answer

Fjarlækningar medical services are available through the Fjarlækningar website by clicking “patient portal” and through the HSU website: https://island.is/s/hsu

Question 6

Is the service a safe solution for medical issues?

Accepted Answer

Fjarlækningar medical services guide you through standard questions based on validated medical methods that collect detailed information about you, your history and your health, which a doctor then uses for diagnosis. The entire process is developed in collaboration with specialist physicians. By answering a doctor’s standard questions, you provide the information the doctor needs to make decisions about diagnosis and treatment for your specific condition. Medical pathways ensure standardized procedures, and education and guidance are an important part of Fjarlækningar treatment options. All decisions about diagnosis and treatment are made by the doctor handling your case. All processing of personal data meets the strictest security requirements of the Directorate of Health and is also in line with European laws on the processing of sensitive data, using a certified electronic health record system.

Question 7

Isn’t a medical examination needed to get treatment?

Accepted Answer

Many conditions are such that a doctor does not necessarily need to examine you in person to provide treatment. Detailed questions about how you are feeling and your medical history allow the doctor to diagnose the issue and suggest treatment. Fjarlækningar handles such conditions in a simple and convenient way. There are, however, some cases that require further testing to assess the condition more thoroughly and improve diagnostic accuracy, such as CRP, streptococcal testing and urine testing. Fjarlækningar handles such cases by using self-tests that you can collect from your health centre or nearest pharmacy. Some conditions require an in-person examination by a doctor for safe diagnosis and treatment. If your answers indicate that you need a medical examination, Fjarlækningar will not handle your case but will guide you to the right care pathway.

Question 8

What if I do not have electronic ID?

Accepted Answer

To ensure your safety and the security of your information, electronic identification is required. This allows doctors to confirm who is requesting the service.

Question 9

How do I get electronic ID?

Accepted Answer

You can check whether your SIM card supports electronic ID. If you have the right type of SIM card, you can visit the nearest electronic ID registration point with a valid driver’s licence (not digital), passport or Icelandic identity card and have electronic ID issued to your phone.

Question 10

Is my personal information secure?

Accepted Answer

All processing of personal data meets the strictest security requirements of the Directorate of Health and is also in line with European laws on the processing of sensitive data. Fjarlækningar uses a secure and certified electronic health record system where information is stored in accordance with laws on health information. All processing of personal and health information at Fjarlækningar meets strict security and privacy requirements under Icelandic law and European data protection legislation (GDPR). Fjarlækningar uses a secure and certified electronic health record system in which health information is stored and processed in accordance with applicable laws and regulations.

Question 11

Can I renew all prescriptions?

Accepted Answer

Prescriptions can be renewed for medicines that you take regularly. Please note that some treatments require regular follow-up, for example blood pressure medicines, heart medicines, and medicines for anxiety and depression. This service does not replace regular follow-up with your GP, but it is a convenient option if you need a quick prescription renewal. You will receive the prescription in the medication portal once the doctor has completed the review. The prescription can be redeemed at any pharmacy. Please note that only a standard prescription can be issued, i.e. not a repeat prescription. For the renewal of certain medicines, it is necessary to speak to the doctor who previously prescribed them for you. These medicines may, for example, be classified as addictive, stimulant, or psychiatric medicines. Here is a list of the main medicines that Fjarlækningar cannot renew:

Question 12

What if my issue cannot be resolved?

Accepted Answer

If Fjarlækningar doctors cannot resolve your case, you will be referred to the appropriate service, for example primary care, Læknavakt or another healthcare institution.

Question 13

When can I not get an assessment and treatment from a doctor?

Accepted Answer

If your answers or medical history indicate that the safest option is an examination by a doctor, you will receive information and advice to help you with the next steps. If we do not have a solution for you, you pay nothing for the service. The service is not for people who believe they are in immediate danger. In all service areas, we ask detailed questions about serious symptoms and medical history to assess whether a serious illness may be involved.

Question 14

What if I want to see the doctor in person?

Accepted Answer

Fjarlækningar medical services are digital only. If your condition does not improve or gets worse, you can always go through the questionnaire again or seek an in-person medical examination. If you do not agree with the doctor’s assessment, you can click “Send inquiry” in the Fjarlækningar patient portal.

Question 15

What if I am unhappy with the doctor’s assessment?

Accepted Answer

If your condition does not improve or gets worse, you can submit a new case to Fjarlækningar or contact primary care or another healthcare institution for further assessment. If you disagree with the doctor’s assessment or have questions or concerns about it, you can click “Send inquiry” in the Fjarlækningar patient portal.

Question 16

Is it AI responding to me or a person?

Accepted Answer

The solution is neither AI nor a chatbot. The medical service guides you through standard questions that provide detailed information about you, your history and your health, which a doctor then uses for diagnosis. The entire process is developed by Fjarlækningar specialist physicians. All outcomes are advised by a doctor, including both treatment options and general guidance related to your condition.

Question 17

Why can’t I answer on behalf of my child?

Accepted Answer

Correct medical advice and treatment safety are of the utmost importance to us, and it is the medical assessment of Fjarlæknar that children under 18 should always be seen by a doctor in person. Fjarlækningar is therefore only for people aged 18 and over.

Question 18

Why are there not more services or other conditions?

Accepted Answer

The service offering is assessed based on risk and the scope of diagnosis. The conditions we handle are simple and clearly defined and generally do not require a doctor’s examination. We are continuously working to expand our service offering.

Question 19

Does the service increase the risk of antibiotic overuse?

Accepted Answer

The aim of the service and Fjarlækningar procedures is to ensure standardized practices based on medical pathways. The benefit is a more accurate assessment that clearly indicates whether a condition requires antibiotics or not. Standardized pathways and procedures are in fact more likely to help prevent antibiotic overuse. Antibiotic overuse is unfortunately a known problem in Icelandic society as well as abroad, but the goal of Fjarlækningar is to promote safe prescribing and medicine use.

Question 20

Is there an increased risk of overtreatment?

Accepted Answer

The service has been developed with Icelandic specialist physicians and also in close dialogue with companies providing similar telehealth services in the Nordic countries. The medical pathways that Fjarlækningar is responsible for are in place to prevent overtreatment and unnecessary treatment of patients. We work purposefully on patient education and guidance because we believe that information and education about your own health and health-related issues are the key to better decision-making — which is why good education and guidance are part of Fjarlækningar treatment options. By answering standardized and important questions from a doctor, you provide the doctor with the information needed to make decisions about diagnosis and treatment. All processes are based on medical principles with the aim of providing the most accurate assessment and treatment possible.

Question 21

Can I go through the process more than once?

Accepted Answer

You can use the service again if your symptoms change or if you have a new issue. By using the service, you confirm that all questions are answered honestly and to the best of your ability. The doctor has an overview of your medical history, and you may be contacted by phone if your answers are unclear.

Question 22

Will I always get a solution to my issue?

Accepted Answer

If your answers indicate that the safest option is an examination by a doctor, you will receive information and advice to help you with the next steps. If we do not have a solution for you, you do not pay for the service.

Question 23

Is it possible to have a video consultation with a doctor?

Accepted Answer

At first, the service is only available in the form of standardized questions from Fjarlækningar doctors and diagnosis of defined, common conditions.

Question 24

What if I am in danger?

Accepted Answer

If you have a serious illness, we always advise an in-person examination by a doctor. Fjarlækningar is not for people who believe they are in immediate danger. In all service areas, detailed questions are asked about serious symptoms and medical history that could indicate serious illness. If so, Fjarlækningar will advise you on where best to seek care.

A shorter path to a doctor with Fjarlækningar in partnership with Healthcare Institution of South Iceland (HSU)

Where is the service available today?

Healthcare Institution of South Iceland (HSU)

Heilsugæslan í Vestmannaeyjum

Common issues resolved with Fjarlækningar

Cold, cough and sore throat

Urinary tract and vaginal infections

Contraception

Pollen allergy

Cold sore

Shingles

Erectile problems

Pinworm

Prescription renewal

Medical certificate

The process from start to finish

You choose a concern from the list of issues

You answer a questionnaire

Red flags assessed in combination with your answers

A doctor reviews and recommends treatment

Outcome, advice, and prescription

Home tests that may be part of your case

CRP test

Urine dipstick

Strep test

Why self-tests?

How it works in the patient portal

Questions determine whether a self-test is needed

You collect the self-test — complete it where convenient

You enter the result in the patient portal

When is telemedicine not suitable?

Serious symptoms

Need for examination or testing

Initial diagnosis

Serious conditions in your medical history

Frequently asked questions

The service

Ready to submit a case?