Exceeded waiting time – a brief summary
- The hospital or treatment institution that is unable to provide you with healthcare by the end of the waiting time must notify Helfo.
- You will receive a text message asking you to contact Helfo if you would like information about another offer of healthcare.
- If you wish, Helfo will try to find another healthcare provider for you.
- You are entitled to reimbursement of any travel expenses incurred from Patient Travel.
What is exceeded waiting time?
When you are referred to a hospital or other part of the specialist health service, they will assess whether you are entitled to essential healthcare. If you are entitled to essential healthcare, you will be given a binding deadline for when you will receive the healthcare at the latest.
This maximum waiting time gives some indication of how long it is medically defensible for you to wait to receive healthcare. If you do not receive the healthcare by the deadline you have been given, this is exceeded waiting time.
Right to a binding deadline
The specialist health service notifies Helfo of the exceeded waiting time
If the specialist health service cannot provide you with an offer of healthcare within the waiting time, they must notify Helfo. Helfo will try to find another healthcare provider for you if you so wish.
Getting treatment from another healthcare provider will not cost you anything extra. For the treatment you receive, you will pay a user fee in accordance with the applicable rates for public healthcare treatment.
If you believe that your guaranteed maximum waiting time has been exceeded but not notified, you can contact Helfo yourself by calling 96 09 65 33. Helfo will then immediately contact the hospital or treatment centre concerned. If it turns out that your waiting time has been exceeded, the place of treatment will be given a short time limit in which to set a new date for you.
If you would like another offer, you must contact Helfo
When the specialist health service has notified us at Helfo of the exceeded waiting time, we will send you a text message and/or a letter about your rights and possibilities. Find out more about text messages from Helfo (in Norwegian).
If you would like to be offered another healthcare provider, you must telephone Helfo on 96 09 65 33. You can also contact us if you would like more information.
If you do not contact Helfo, we will close your case. You will then remain on a waiting list at your original healthcare provider, which may result in you receiving healthcare later than your deadline. If you have questions about waiting times, please contact your original healthcare provider.
Offer of another healthcare provider
Where you may receive another offer of healthcare depends on medical assessments and Helfo’s framework agreements. Here you will find an overview of the healthcare providers with which Helfo has exceeded waiting time agreements (in Norwegian).
If the new healthcare provider can offer you healthcare, they will contact you to arrange an appointment. If you accept healthcare from your new healthcare provider, you will no longer be on a waiting list at your original healthcare provider.
In some cases, Helfo may be unable to find another healthcare provider for you. You will then keep your place on the waiting list at your original healthcare provider.
Your original healthcare provider will still try to find an appointment for you
Your original healthcare provider will still try to find an appointment for you after the exceeded waiting time has been notified. If they find one and you have already accepted an appointment from another healthcare provider, you can choose which offer of healthcare you want to take advantage of.
Travel and travel expenses
You will be reimbursed for your travel expenses.