To be able to activate patient travels, the Electronic Messages app must be activated. You also need to be logged in with HelseID on your account. Your CVR number must also be filled in under Settings → Company → Business information. If your clinic uses a child organisation number, make sure it is set in Settings → Your Profile → Business information and change organisation structure to child organisation.
NB! Before your first requisition, contact your patient travel office and ask them to register your HPR number in their system. You must also have logged in with HelseID at least once first — this is what creates your NISSY account.
App activation
To activate the Patient Journeys app, go to Apps (left side panel) and you will see the app available under the 'New apps' section.
Activation will show the first introductory screen, followed by a screen that will check if rights have been delegated correctly. If it is not valid, an error will be displayed and you will need to tap the "Guide to Delegate Rights" link.
Once rights have been delegated, you can return to the activation page to continue the setup.
You will also be reminded to contact your local patient travel office to give them your office and practitioner information.
Clicking next will activate the app.
App settings
Once the app is activated, you will have the option to check the status of the delegation and agreement under Settings -> Patient Travel
The delegation or agreement might either be expired, revoked, or become unsigned because you have changed the organization number of your clinic. Use the links to fix the issues, return to the settings page and click "Update settings" to check if the agreements are valid again.
Use of Patient Travel
To activate patient travel for a client, you must go to Clients -> Find current client -> Select "Edit". Here you will have the option to check "Patient needs transportation"
When the "Patient needs transportation" box is checked you will receive a notification when you create an appointment for the current client. You will also see that the client will need a requisition in the appointment window.
If you select "Yes" or "Create requisition" you will see the box below. Make sure that all the information looks correct before clicking next.
After the patient travel has been created, you will see an indicator for the requisition in the appointment window.
Frequently asked questions
I get an 'Access Denied' error when ordering patient travel. What should I do?
I get an 'Access Denied' error when ordering patient travel. What should I do?
This error means your access through Norsk Helsenett is not active. Work through both steps below.
Step 1: Check your Altinn delegation
Go to the NHN delegation guide and verify all of the following:
You are delegating on behalf of your health organisation — not yourself as a private individual
You have selected the main unit (hovedenheten), not a sub-unit
The delegation has been granted to Aspit AS (org.nr 983 439 977)
The organisation matches the one registered under Your profile in Physica/Psykbase
Once corrected, go to Settings → Patient Travel and click Update settings to re-validate.
Step 2: Check your NISSY registration
Even with correct Altinn delegation, your user must also be registered in NISSY separately. Contact Pasientreiser on 05515 and ask them to register your user (if you are new to the system) or reactivate it (if you previously had access). Have the following information ready:
Full name
HPR number
NISSY username
Email address
Mobile number
Still not working? If both delegation and NISSY registration are confirmed and the error persists, contact our support team via the chat in the lower right corner.
What is the difference between a travel requisition (rekvisisjon) and a travel certificate (reiseattest)?
What is the difference between a travel requisition (rekvisisjon) and a travel certificate (reiseattest)?
The Patient Travel module only supports creating travel requisitions (rekvisisjoner) — a digital request sent to the transport system to arrange transport for a specific appointment.
A travel certificate (reiseattest) cannot currently be created through the Patient Travel module. This is a known limitation — the functionality is on the product roadmap.
Can I edit a requisition after it has been created?
Can I edit a requisition after it has been created?
No. Requisitions cannot be edited once created. To make a change, open the appointment side panel, cancel the existing requisition, and create a new one.
Can I create requisitions for multiple recurring appointments at once?
Can I create requisitions for multiple recurring appointments at once?
No. The system requires a separate requisition for each individual appointment. If a patient needs transport for recurring sessions (for example, weekly group training), each appointment must have its own requisition created individually.
The pickup address is wrong. Can I change it manually?
The pickup address is wrong. Can I change it manually?
Pickup addresses are automatically filled from the client profile and the calendar/treatment location. They cannot be overridden manually in the requisition form.
To fix an incorrect address:
Update the client's address in their profile (Clients → select client → Edit)
If the address cannot be found or is incorrect, contact your local patient travel office on 05515 to register or correct it
I get an 'internal server error' when creating a requisition. What should I do?
I get an 'internal server error' when creating a requisition. What should I do?
This is commonly caused by an expired NISSY password. To fix it:
Contact Pasientreiser on 05515 to obtain a new password
In Physica, go to Administration → scroll down to Pasientreiser (under External Services) → enter the new password in the "Rekvirent passord" field
If the error persists after updating the password, contact our support team via the chat in the lower right corner.
We changed our clinic’s organisation number. Now patient travel activation fails. What should I do?
We changed our clinic’s organisation number. Now patient travel activation fails. What should I do?
Changing your clinic’s CVR number invalidates the existing delegation in Pasientreiser’s system. This will show as a delegation error in Settings → Patient Travel.
To fix it:
Go to pasientreiser.no and re-register your delegation rights using the new organisation number
Return to Settings → Patient Travel in Physica/Psykbase
Click Update settings to re-validate
My requisition shows as sent, but the transport was never booked. What happened?
My requisition shows as sent, but the transport was never booked. What happened?
The system records that the requisition was sent to NISSY successfully. However, it does not receive a confirmation back from NISSY confirming the transport was actually booked — a ‘sent’ status in our system does not guarantee the transport is arranged.
If you are unsure whether transport has been confirmed, log in to the NISSY portal directly at pasientreiser.no and check the status of the requisition there.
The treatment location doesn’t appear when I search for it in the requisition form. What should I do?
The treatment location doesn’t appear when I search for it in the requisition form. What should I do?
This is one of the most common issues when getting started with Patient Travel. The treatment location must be registered in the Pasientreiser (NISSY) system before it appears in the search results.
This can happen when:
You are using Patient Travel for the first time and your location has not been registered yet
Your clinic has recently moved, been renamed, or changed its information
Your birth number (fødselsnummer) or HPR number was registered incorrectly in NISSY
To fix it:
Contact your local patient travel office on 05515
Ask them to register or correct your treatment location in NISSY
Once registered, try creating the requisition again
If you see the error “Det oppsto en feil. Kontakt administrator” when selecting the treatment location, this is the same underlying issue. Contact 05515 and ask them to verify and re-enter your user information (name, HPR number, username, email and mobile number). Also try switching to a different browser if the error persists.