In the competitive world of healthcare, where efficiency and patient care are key, a small failure in appointment management can translate into high costs, user dissatisfaction and operational losses. Coopsana, an IPS with more than 35 years of experience in Medellín, faced this challenge on a daily basis: long waits, a saturated call center, and an alarming 45% non-attendance rate in one of its most critical programs. Until it decided to transform its operation with the help of COCO Tecnologías.
The Problem: Uncontrolled Growth, High Costs and Dissatisfied Patients
Coopsana, with 16 locations and more than 58,000 users, had grown rapidly. Its call center could not keep up, and the non-attendance of patients for cardiovascular risk appointments reached 45%. This not only meant a loss of income, but also a critical risk to patients' health.
In addition, the call center staff was unable to handle the high demand for appointments, which increased patient dissatisfaction. Hiring more staff was a costly and unsustainable solution in the long term.
The Solution: Smart Automation with COCO
Faced with this situation, Coopsana's management made a bold decision: to bet on technology and automation. Through COCO Technologies, they implemented a self-scheduling and appointment reminder system, eliminating the need for long telephone waits and improving the patient experience.
Users, instead of waiting to be served in a crowded call center, can now easily schedule and manage their appointments via WhatsApp or the website. COCO's solution not only automates the scheduling process, but also sends reminders and allows for the cancellation or rescheduling of appointments.
Results that Speak for Themselves
The impact was immediate and powerful:
Reduction from 45% to 11% in the non-attendance of patients in the cardiovascular risk program, a critical area for the health of its users.
From 10,000 to 180,000 appointments per month managed automatically thanks to COCO's system, covering everything from laboratories to medical and dental appointments.
40% savings in operating costs by reducing dependence on a traditional call center and optimizing the use of personnel.
Improved patient satisfaction: long waits and frustrations due to lack of response are a thing of the past. Patients now have a smooth and easy experience.
Impact on Clinical Management
The success of automation did not stop at appointment allocation. Coopsana expanded the use of COCO to optimize other internal processes, such as clinical management and patient information management. With the administrative burden reduced, their medical team can now focus on what matters most: direct patient care, without wasting time on repetitive tasks.
A Necessary Change for a Sustainable Future
“The world is changing and technology must be integrated into all processes,” says Dr. Carolina Porras, director of risk management at Coopsana. And she couldn't be more right. Coopsana's digital transformation has optimized its operation, reduced its costs, and improved clinical outcomes for its patients.
In an industry where time is of the essence and the margin for error is minimal, process automation is not only a competitive advantage, but a necessity.
Is Your Institution Ready for Change?
Coopsana's experience is just one example of how technology can transform the healthcare sector. If your institution faces similar challenges: operational inefficiencies, high costs, patient dissatisfaction, it's time to consider automation.
At COCO, we specialize in providing solutions tailored to your organization's needs. From appointment management to clinical care platform integration, we are here to help you take the next step in digitization.
Contact us today and discover how we can transform your healthcare operation, improve your patients' experience and optimize your costs. Don't wait any longer to be part of the future.
