Technologyservingthe patientexperience
Clínica Universidad de Navarra
Il nostro cliente
The Clínica Universidad de Navarra, also known as the University of Navarra Hospital, is a university hospital with locations in Pamplona and Madrid. It combines medical care, research, and teaching. With a strong focus on patients and on highly complex care across multiple pathologies, it is renowned for its work in oncology, neurology, and gastroenterology, and is internationally recognized for its clinical excellence.
With more than 4,000 dedicated professionals, the University of Navarra Clinic is a leader in personalized medicine in Spain.
Renowned for its research and teaching and the prestigious expertise of its professionals, the hospital has a strong track record in diagnosing and treating even the most complex pathologies. Its multidisciplinary teams, supported by rapid diagnostics and the latest technology, provide care across 46 medical and surgical specialties.
84
Contact Center agents
80,000
Transactions processed monthly
30 seconds
Reduction of handling times
10 seconds
Reduction in telephone waiting times
TheSituation
Digital and omnichannel patient care
The University of Navarra Hospital faced the challenge of evolving its patient care model in an increasingly digital, multichannel, and demanding environment.
The growth in the volume of interactions, the diversity of contact channels, and the need to offer personalized and consistent care required a transformation of the Contact Center, capable of integrating clinical and non-clinical data, optimizing processes, and, at the same time, preserving the human touch in every interaction.
In addition, the clinic sought to improve operational efficiency, reduce waiting times, and provide agents with greater visibility and context to serve patients in an agile and empathetic manner from the first contact.
TheSolution
A CCaaS solution from Deutsche Telekom
With the help of Deutsche Telekom Global Business, and in collaboration with the technolgy provider NICE, the University of Navarra Hospital undertook a digital transformation project for its patient care, based on a Contact Center as a Service (CCaaS) platform.
The solution implemented enabled:
Migration of the Contact Centre to a cloud environment, ensuring scalability and flexibility.
Integration of the care system with the clinical history (HIS) and other key platforms.
Unifying of interaction management through an omnichannel model, incorporating channels such as voice, web and WhatsApp.
Centralizing and leveraging data to provide agents with complete patient context iat every contact.
Applying intelligent routing and process automation to improve efficiency without losing proximity.
All with a clear goal: putting technology at the service of the patient experience, combining data, efficiency and empathy.
"Patient care is much more than answering questions or managing appointments; it is the first contact a person has with us and a key element in ensuring a positive experience throughout their journey. We believe that effective, friendly, and proactive communication is essential to managing the patient experience from the moment they first approach us.”
TheResult
Thanks to this transformation, the University of Navarra Hospital has achieved the following:
Significantly improved the patient experience by offering more personalized, agile and consistent patient experience across all channels.
Reduced waiting times and unnecessary transfers thanks to immediate access to relevant patient information.
Increased operational efficiency of the Contact Center, freeing agents from manual and repetitive tasks.
Empowered agents, who now have a unified view of the patient and can focus on adding human value to each interaction.
Consolidate a care model where data and technology reinforce humanization, which is key in the healthcare environment.
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