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Self-service solutions and guidance

Patient entering a treatment room

Versatile self-service solutions

Checking in to appointments

For patients, Axel means quick and smooth visits without queuing. When a patient checks in, appointment details can be fetched from multiple different systems and combined into one patient visit.  

Every visit starts with an automatic SMS reminder about the appointment. When a patient arrives at the correct location, they check in either at the entrance or in the waiting lobby. Patients check in at a self-service kiosk using their invitation letter, Kela card, driver’s license, or other ID card containing their personal identity code in barcode format. The self-service kiosk checks if the patient has appointments for that day. After check-in, the kiosk prints out a receipt and guides the patient to the correct lobby to wait for their turn. The receipt contains details about the patient’s appointments and a personal visit number. 

According to the feedback from our customers, patients are happy to use self check-in and even elderly people learn to use Axel very quickly. 

Checking in at a kiosk and with a mobile device

Queues, help requests, and payments

Not all examinations and procedures require an appointment. The self-service kiosk can also be configured to function as a queue number printer. In this case, the patient selects a queue and checks in to that queue. The device prints out a receipt containing the queue number and guides the patient to the correct waiting lobby.  

If the help request feature is in use, the healthcare personnel don’t need to be present in the waiting lobby in case a patient needs help. At a kiosk, the patient can click a button to create a help request and the personnel is automatically notified by the system and they know where to find the patient.

Axel Encounter also offers payment solutions - a patient can pay their invoice right after their visit, using the self-service kiosk that conveys the payment information directly to the invoicing system.  

Examples of self-service solutions

Mobile solutions

Checking in to an appointment or to a queue can also be done with a smartphone. Before the appointment, a patient gets an SMS with a link to the mobile check-in application. After entering their personal identity code, the patient can see the appointment details on their screen along with guidance to the correct location. If a patient visits a location where they need to enter a queue, they can check in with their mobile device using the link or QR code visible in the waiting lobby. 

Mobile check-in is an excellent option for situations and facilities where it’s not possible to install a traditional Axel Encounter self-service device. Patients can wait for their turn where they want and they don’t need to spend time in the waiting lobby. The patient can be called in even if they aren’t close to the treatment room.  

SMS with a link to mobile check-in and appointment details on phone screen

Always up to date and in the right place


SMS reminders, kiosks, printouts, signs, info displays, and door displays help patients find their way to the correct location.

SMS reminders are a simple but efficient way to ensure that patients show up on their appointments. Automatically sent messages reduce the number of uncanceled appointments that cause expenses to the organization. It’s also possible to send messages containing links to the mobile check-in and information and guidance related to forthcoming visits.   

After successful check-in, a patient gets a receipt in electronic or paper format. The receipt contains details on their appointments for that day and guidance for finding the correct waiting lobby. In addition, the patient will get additional guidance on door displays and info displays.  When a patient is called in, they hear a call in sound and see their visit number and the  treatment room number on the info display. This is how Axel ensures the privacy of the patient. 

Examples of receipts in electronic and paper format

Info displays and door displays

In addition to showing call ins, info displays can be used to convey other relevant information to patients and personnel. Axel contains versatile tools for editing info display content. It’s easy to maintain different types of floor-specific and lobby-specific content, such as bulletins, news, and advertisements. One of our customers uses info displays to instruct patients on how to use certain services and how to book appointments. Info displays are also used to inform patients and visitors about different types of events, such as vaccination campaigns.  

Together with info displays, door displays are an efficient communication channel both for patients and personnel. Door displays can show, for example, who is currently working in a certain room or the visit or queue number of the latest patient.  Door displays can also be used with ward rooms to indicate the name or number of the room, the status of the room and its beds, and the isolation status of the room. 

Visit number shown on an info display and on a door display

Professional's tools

In Axel Encounter, the healthcare personnel have a view of their own for real-time monitoring of patients. Although the organization may have many different appointment systems in use, the data from these systems can be combined into one appointment list in Axel. Healthcare professionals can check that the patient finds their way to the correct waiting lobby without having to leave the treatment room.  They can call patients in with a single mouse click. The rest of the personnel see the actions in real time on their screens. The view can also be used to check the current location of the patient and to transfer the patient to another specialist. Another important feature in the view is waiting time tracking which is useful, for example, in laboratories where samples are taken.  

View for monitoring patient flow


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