Healthcare services contracting as an efficiency enabler.
Operational and financial sustainability in the public sector. Over two centuries serving healthcare in eastern Antioquia.
Diana Mejía — Manager, ESE Hospital San Juan de Dios de Rionegro
More than two centuries serving healthcare.
From colonial times to becoming a regional reference for eastern Antioquia.
Colonial-era beginnings
The hospital was born under the Spanish crown to serve the urgent need to care for severely ill patients who used to take 3–4 days to reach the hospital in Antioquia, putting their lives at risk.
District Charity Hospital
The first site sat where the Instituto Josefina Muñoz stands today, under the name Hospital de Caridad del Distrito de Rionegro, serving a population of 10,000.
Caring for a national hero
General José María Córdova was treated at this Charity Hospital after falling from his horse on December 28th, 1819.
New headquarters
The new facility opened with a single surgical table, a surgical lamp and 8 patients. Nearly 700 people attended the inauguration.
Regional reference
One year later the hospital reached the highest hospitalization index in Colombia. In 1968 it became Antioquia's first Regional Health Center, serving 23 municipalities of eastern Antioquia.
On the map
In 1995 it became a State Social Enterprise (E.S.E.) and in the year 2000 it officially adopted the name Hospital San Juan de Dios E.S.E. Rionegro - Antioquia.
The hospital today.
Heart of the 23 municipalities of eastern Antioquia, ensuring medical quality with humanity.
The challenge: Access barriers.
The Hospital San Juan de Dios faced an access and operational efficiency crisis that limited the wellbeing of thousands of patients.
0 digital channels
Limited channels
Scheduling was 100% on-site or by phone, causing frustration and dissatisfaction among users.
Endless queues
Operational collapse
Long lines at admissions and saturated phone lines overwhelmed the hospital's capacity.
Restricted hours
Waiting times
Excessive waits for patients and no possibility to schedule outside office hours.
17.4% no-show
High no-show rate
Without automated reminders, the no-show rate reached 17.4%, wasting installed capacity.
360° Digitization.
COCO became the hospital's strategic need: 24/7 availability, patient self-service and no-show reduction from the very first month.
Cloud service
No installations or physical infrastructure
100% Secure
Easy, secure and customizable
Artificial Intelligence
Process automation and resource optimization
Technical Support
Via email, WhatsApp and internal channel always available
Certified Training
Training platform for all staff
Unmet Demand
Availability for patients on waiting lists
Automated reminders
Confirmation 12h before, 57% call, 38% WhatsApp
Statistical dashboards
Real-time data for better decisions
Democratizing access to healthcare.
Historical data from Hospital San Juan de Dios with COCO in operation.
No-show Reduction
2024 baseline vs 2025 with COCO
Antes
Con COCO
Timely confirmation optimizes installed capacity and reduces unplanned absences.
Patient Self-service
Distribution by channel · 20% is already autonomous
Artificial Intelligence · Serving life
The COCO Bot acts as a strategic ally, ensuring reduction of human errors and immediate response to citizens.
Impact on PQRS.
Communication difficulty with lines and service channels: before and after COCO.
Baseline · Before COCO
2024 complaints
Reduction
Absolute reduction of 65 year-over-year complaints
With COCO · Real result
2025 complaints
A direct reflection of the improvement in effectiveness and accessibility of institutional communication channels thanks to COCO.
Trends and 2026 projection.
The downward no-show trend is sustained and projects an even greater impact next year.
Prenatal Control
↓17 ptsDe 28% → 11%
Psychotherapy
↓24 ptsDe 35% → 11%
2026 Projection
If the trend continues
- Additional projected average reduction: 8–12 points
- No-show consolidation <15% in Prenatal Control, Chronic and Mental Health
- Better contractual and financial indicators
- Higher adherence to prenatal and mental health follow-ups
Words from ManagementDiana MejíaManager, ESE Hospital San Juan de Dios de Rionegro
Technology does not replace human care, it empowers it.
Ready to transform your hospital?
Discover how COCO can reduce costs, optimize schedules and improve your patients' experience — just like at Hospital San Juan de Dios.
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