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Testing out a new service channel Chat


Sep 11, 2018

The FSHS’s online chat service is a new service channel that allows students to communicate with the FSHS. Starting on 17 September, it will run alongside the telephone service and help with assessing the need for treatment and making appointment bookings. You can use the chat service to talk to a FSHS health care professional, ask for guidance and instructions for home care and, if necessary, contact us and book an appointment.

You can find the new chat service in our online Self service, through which all students’ electronic communications with the FSHS are channelled.

The new service will be tested in a nationwide pilot project during the autumn. During this three-month project, the chat service will be open during restricted service hours. To begin with, the chat will be available from 1 pm to 2 pm, and from 15 October onwards, from 8 am to 9 am. From 19 November onwards, the service will run from 1 pm to 3 pm (Monday to Thursday) and on Friday from 1 pm to 2 pm.

We hope you’ll try our chat service and send us some feedback. During the chat service pilot project, we’ll collect information and experiences on how well the service works. We’d like to hear your thoughts on this and on whether we were able to help you.

Aiming for an outstanding customer experience

The FSHS’s multi-channel customer service aims to provide an outstanding customer experience and high customer satisfaction. Communicating with us is easy when you can choose the channel best for you and easily switch from one service to another. Chat is available via Self, which is constantly being improved in terms of functionality and communications. Self already provides students with a wide variety of services. You can use it to manage your appointment bookings, submit preliminary information forms and take part in surveys.

The FSHS is developing new digital channels for both service and treatment. Pilot projects on remote consultations and remote physiotherapy were launched in early September in five towns. Later this autumn, the FSHS will start pilot testing for an electronic symptom service. This will allow students to describe their symptoms and be referred directly for the appropriate treatment.