Digital ecosystem
The medicine we want
When treating any illness, communication is the first step. At Sanitas, we believe that a smooth relationship between healthcare professionals and patients is essential for the delivery of healthcare. Digital tools bring us closer to both our private and corporate customers at all times.
Listen, learn, act
Our digital culture is based on the principle of active and constant listening to our customers and acting accordingly.
01.
Escucha Activa
GRI 2-29
Our Escucha Activa app, allows our employees to gain insight into and become involved in customer needs. The app serves as a digital interface between us and our customers, providing a channel for listening to their preferences, concerns and suggestions, while allowing us to propose tailored solutions to continuously improve their experience.
02.
Sanitas Customer Lab
Our virtual community was launched in 2022 and has become a meeting point for our employees and customers. A platform for sharing experiences that enables us to gain deeper insights, promote collaboration, and drive the design of services tailored to the needs of our customers. In 2023, we engaged with the medical community to gain insights from our professionals, something which is essential to further improve our customer experience.
03.
NPS (Net Promoter Score)
We use the NPS (Net Promoter Score) indicator to evaluate the degree of recommendation from our clients, both in medical care and across the range of solutions we offer to them.
Mobile applications
Every year, we add new mobile apps and features to our digital offerings. Access, proximity and the best healthcare solutions tailored to our customers’ needs.
Mi Sanitas App
Our mobile application offers a fast, comprehensive, and user-friendly solution that allows our clients to perform a range of transactions.
Familias App
This mobile app allows family members of Sanitas Seniors residents to access to their loved ones’ medical information. It provides them with a continuous and highly accessible communication channel through messages, photos and videos.
Digital Pregnancy Program
This mobile app gives expectant mothers valuable advice and a wealth of information about their pregnancy.
Digital medicine, human medicine
At Sanitas, we believe that people-centric digitalisation can be an effective tool for improving people’s lives.
All of our digital developments are designed to enhance the patient experience. Technology at the service of healthcare excellence.
In 2023, we have made significant advancements within our digital ecosystem, and have provided increasingly innovative solutions that are making a positive impact on our customers' health management, while also enhancing the efficiency of our healthcare professionals. The use of digital monitoring, care and treatment means we can provide the highest standard of care, which is also becoming increasingly personalised.
César Morcillo
Director médico de Sanitas y Bupa Europa y Latinoamérica
Figures SanIA 2023
7,909,296
conversations
105,318
appointments (hospitals + dental care)
367,892
check-in online
473
reports downloaded
37,910
GDPR consents
529
checkups
SanIA
Our Virtual Assistant interacts with customers using AI and natural language processing technology. This smart agent is used across all Sanitas business units and is able to perform over 50 tasks, including emergency triage, appointment management, online check-in at hospitals, personalised check-ups, and insurance contract management.
Innovation
At Sanitas, we envisage the healthcare solutions of tomorrow and work on them today. Innovation, supported by the latest developments in healthcare technologies, is at the core of our operations and is part of our identity.
Digital solutions for private customers
Check-in online
This solution provides our customers with a convenient way to report their arrival at one of our facilities via the app.
Shorter waiting times
This SMS service allows customers to self-manage their appointments, providing a useful alternative when other communication channels are overloaded.
Digital informed consent
This solution provides patients with easy access to their clinical history and relevant information using a tablet. This provides greater agility and efficiency in clinical management and reduces the environmental footprint.
SPS Digital
The Health Prevention Service (SPS) programme has expanded its reach from the telephone to include digital channels. This qualitative leap enables our elderly customers to access our care and prevention services via Sanitas’ digital channels. Multichannel information and support services designed to help them better understand their condition and improve their quality of life.
Chemotherapy and home hospitalisation
These two programmes allow us to provide the most advanced treatments to patients with acute and chronic conditions, including oncological diseases, in their own homes. This improves their quality of life and reduces the risk of hospital readmission.
Digital solutions for private customers
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Companies Portal
Our business customers can use this digital platform to manage their Sanitas accounts in an efficient and responsive manner.
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Mediator Portal
Our team of mediators is essential for us. Our more than 3,500 collaborators have access to this portal.
We are currently promoting online contracting in both the Companies and Mediators portals.
Beat Project:
The aim of this project is to expand our network of exclusive agents. In 2023, the network grew by almost 140 agents, with an increase of more than 40% in the number of non-exclusive agents. This demonstrates the strength of our brand, the attractiveness of our entrepreneurial model and the commitment of our teams to the creation of new networks.
There has been a 10.5% increase in the number of partner offices compared to 2022, while the number of managed agents has grown by an impressive 55%. This outstanding performance reflects the high level of Sanitas’ network of exclusive agents and their confidence in the project.
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HCP Portal
Thanks to digitalisation, our healthcare professionals are more efficient in their daily operations. This portal enables them to manage their agendas, access medical records and prescribe diagnostic tests.
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More digitised products
Digitalisation is a reality for all our customer companies at every level. Technology enables us to align our product and service solutions with their needs.
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Digital On-Boarding
Digitalising registrations allows us to streamline bureaucratic processes, and also to use less paper and reduce the environmental footprint associated with these procedures.
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Retriflex
The first healthcare product to be linked to a flexible online remuneration platform is an innovative solution for managing health insurance, restaurant vouchers, childcare and transportation.
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Sanitas Empresas Digital and Más Digital
Solutions designed for companies with more than 100 employees. They provide a range of digital solutions, tailored coverage and one of the most competitive premiums in the market.
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Básico Digital for Groups
This is an economical health insurance plan for groups that incorporates a range of services, including outpatient care, simple diagnostics and treatments, health programmes and video consultation for medical specialties and emergencies.
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Nuevo Profesionales Plus
This tailor-made solution for the self-employed provides comprehensive health insurance, including general medicine, visits to specialists, diagnostics, treatment, emergency care, hospitalisation and surgery.
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Pymes Más Digital
We provide a comprehensive range of AI solutions for small- and medium-sized companies, including recruitment, virtual assistance, and chatbots. These solutions are available in two delivery models: on-site and remote.