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Effizienz bei der Planung des Gesundheitswesens
Since 2016, we have supported a cloud-based scheduling initiative that helps optimize operations for healthcare providers in the South American medical industry. Working alongside a South American partner, we contributed to the development and rollout of a digital appointment experience designed to reduce queues, missed appointments, and idle time for medical staff.
Einfacher Zugang zu medizinischen Dienstleistungen
The system enables patients to book appointments, confirm or cancel them, and receive preparation details for medical examinations. This makes access to medical services simpler and more convenient, allowing patients to use the service from anywhere, at any time, on any device.
Healthcare providers can configure the patient portal in the users’ native language, including automated messages and reminders. Each medical institution can adapt the portal to reflect its specialty and workflows.
Patients receive reminders through the application and can confirm or cancel with a single click. Clinic staff are notified in real time, helping teams adjust schedules quickly when an appointment is not honored.
Used across clinics in South America and Europe
The first deployments began in 2016, initially within Chile’s private healthcare system. The implementation spans multiple specialties, and the configuration approach allows the system to be adapted to different clinical contexts, making it suitable for a wide range of providers.
Today, the solution supports service delivery in 78 units. Collectively, these clinics manage more than 800,000 appointments per month through the system, and volumes are expected to increase. Reception workflows and online booking processes have been notably improved following adoption.
Optimization, efficiency and organization — observed results
The solution was integrated into clinic operations with minimal friction. Following implementation, physicians’ time was used more effectively—driven not only by increased appointment volumes, but also by improved organization and better distribution of patients across physicians. Three months after go-live, usage of clinics’ digital channels by prospective patients increased by 50%.
Call center performance improved as well, with a reduction in unprocessed calls. Call handling efficiency increased by 28%: whereas 7 out of 10 calls were answered before implementation, 9 out of 10 calls were subsequently answered and processed.
Clinics also reported an increase in booked appointments—up by 17% within six months. One client, for example, grew from 270,000 monthly appointments to 320,000 after adoption, with volumes later trending toward 400,000 scheduled visits.
For one provider, the same capabilities were also delivered via a stand-alone mobile application, reaching more than 50,000 Android downloads and about 5,000 iOS downloads.
Zukunftspläne
The next phase includes expanding the rollout to additional European countries. In preparation, discussions were held with representatives of a European association focused on information, prevention, and cancer treatment, and a contract to adopt the solution has already been signed.
In parallel, there is an ongoing roadmap to extend functionality using newer technologies, with further updates planned for future communications.