Connected to customers and companies
Fluid, close, transparent communication is the first therapy that must be applied to take proper care of people's health. We use digital tools to keep in close contact with our customers and companies.
At Sanitas, it is essential to always make the customer our focus and for this reason, six years ago we created the Escucha Activa (Active Listening) app with the aim of making the customer’s voice heard by our employees in order to jointly create solutions tailored to their needs. Through Escucha Activa, employees listen to customer feedback and propose solutions that improve the customer experience in any process or interaction they have with us.
Sanitas Customer Lab
In 2022, we launched our first virtual community of customers and employees: Sanitas Customer Lab.
This online community provides us with first-hand feedback from our customers and employees. This way, we can improve the experience we offer at our centres and customer service channels and design new products and services to meet their needs.
In 2022, we had more than 2,000 active customers and employees involved in more than 20 experience improvement projects.
To develop the best digital health, our team is continually working on new tools such as cloud, mobile devops, or AI. This makes it possible for us to offer prevention-based medicine through a more satisfying experience.
José Luis Ruiz Revuelta
Chief Information Officer at Sanitas and Bupa Europe & Latin America
We measure our customers' satisfaction
At Sanitas, we measure our customers’ satisfaction and recommendations. We measure the recommendations using the NPS, a very demanding indicator that provides us with qualitative information about our customers, which we then analyse in order to take action to improve.
Happy and satisfied customers
Tailor-made apps for people
Mobile is the digital revolution in the medicine of the future. We have designed different apps tailored to each customer and situation that allow instant access to our services and benefits.
The starting point for Sanitas’ digital health services. A mobile, streamlined, intuitive app that enables our customers to do a wide variety of things.
Designed so that family members of residents at Sanitas Mayores facilities can get up-to-date medical information about their loved ones at any time and from anywhere, as well as interact with them through messages, photos, videos, etc.
Sanitas Data Salud
A mobile app that explores data’s potential as a source of knowledge and guidance for making informed healthcare decisions.
Highly people-oriented digital medicine
At Sanitas, we believe in digital medicine created by people for people.
Our digital tools are designed to create the best possible patient experience and increase our healthcare efficiency.
SanIA Psychological Virtual Assistant
This is an intelligent agent that uses the latest innovations in the field of AI applied to natural language processing to interact in a more efficient and effective way with our customers.
With this system, patients can make informed visits to outpatient clinics. Also, at some of our facilities, it is possible to automatically discharge a patient using the same technology.
Reduced wait times
An SMS service that enables customers to self-book their appointments in busy situations via conventional channels.
Digital informed consent
All relevant information about treatments and clinical history is accessible on a tablet. A measure that increases security and efficiency in management, while reducing paper use.
We are digitising our relationship with businesses
Businesses are essential to us. We have set up several digital spaces to facilitate our relationship with the entire Sanitas healthcare business ecosystem.
From this platform we manage our relationship with our more than 11,736 business customers, 48% of our portfolio, in a streamlined, operational, bidirectional way.
This tool is designed to facilitate and improve our partners’ work and provides great added value to your day-to-day work.
Healthcare professionals site.
This site provides our medical professionals with an easy-to-use digital workspace from which they can manage their schedule, consult their patients’ medical records, and prescribe diagnostic tests.
We digitise our products for companies
Our customer companies share with us an interest in digitalisation as a way to become more efficient and to be more and better connected. We have created customised solutions for companies with products and services tailored to their needs.
Automated Onboarding process for business customers
This allows for contracts to be signed digitally and employees to be registered, thus improving the customer’s experience and reducing paper use and CO₂ emissions.
We introduced the first health insurance linked to a flexible compensation web platform on the market. Thus, in addition to improving the health of our customers’ employees, we offer them the ability to manage the flexible compensation of their employees through the Retriflex platform, a comprehensive health insurance with digital services included. This way, employees can replace part of their pay with tax-advantaged products and services: restaurant vouchers, childcare, and transportation.
Sanitas Empresas Digital and Más Digital
Our products are designed for companies with more than 100 employees with varying levels of digital solutions, the possibility of adapting coverage to business customers’ varying needs, and a very competitive premium.
Básico Digital para Colectivos
Our most economical group health insurance includes outpatient care, diagnostic tests, and simple therapeutic methods. It also includes virtual consultations for emergencies, specialised services, health programmes, and online home services.
New Profesionales Plus
Insurance designed to meet the needs of the self-employed. Comprehensive healthcare with specific coverage to meet self-employed individuals’ needs.
Pymes Más Digital
Two comprehensive healthcare products that offer different levels of digitalisation and also home or workplace services to avoid the need to travel. Sanitas was the first insurer to make it easier for companies with fewer than 250 employees to insure their employees 100% digitally. Artificial intelligence when signing a contract, a virtual assistant and a chat for queries facilitate the formalities and procedures for a product specifically designed for small and medium-sized companies, which is very similar in essence to the product used by our private customers.