{"id":43142,"date":"2021-11-10T01:31:00","date_gmt":"2021-11-10T01:31:00","guid":{"rendered":"https:\/\/sinchcomdev.local\/customer-stories\/salud-digna\/"},"modified":"2025-12-18T16:11:30","modified_gmt":"2025-12-18T16:11:30","slug":"salud-digna","status":"publish","type":"messaging_cstories","link":"https:\/\/sinch.com\/es\/messaging\/customer-stories\/salud-digna\/","title":{"rendered":"Brindando una experiencia fluida al paciente con WhatsApp Business API"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">El desaf\u00edo: brindar atenci\u00f3n m\u00e9dica receptiva y de alta calidad con recursos limitados durante la pandemia<\/h2>\n\n\n\n<p>A medida que la propagaci\u00f3n de COVID-19 y las restricciones pand\u00e9micas comenzaron a aplicarse, Salud Digna enfrent\u00f3 un n\u00famero r\u00e9cord de consultas de pruebas de laboratorio, con menos ubicaciones abiertas y personal limitado.<\/p>\n\n\n\n<p>Para cumplir con su compromiso de ofrecer servicios de atenci\u00f3n m\u00e9dica de primer nivel a las poblaciones m\u00e1s vulnerables de M\u00e9xico, la organizaci\u00f3n sin fines de lucro necesitaba una soluci\u00f3n inteligente y rentable para brindar a millones de pacientes un acceso r\u00e1pido y seguro a informaci\u00f3n cr\u00edtica sobre pruebas de COVID y resultados.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La soluci\u00f3n: Atenci\u00f3n al paciente en tiempo real a trav\u00e9s de un asistente virtual en WhatsApp<\/h2>\n\n\n\n<p>Salud Digna se asoci\u00f3 con Sinch para automatizar la mayor\u00eda de las consultas de sus pacientes entrantes y minimizar el impacto emocional de la pandemia en pacientes y empleados.<\/p>\n\n\n\n<p>As\u00ed naci\u00f3 el asistente virtual de WhatsApp de Salud Digna, que permite un acceso f\u00e1cil y seguro a las citas y resultados de las pruebas de laboratorio y libera el estr\u00e9s de los empleados que trabajan en contacto directo con los pacientes en las pocas cl\u00ednicas abiertas.<\/p>\n\n\n\n<p>\u00abEl asistente virtual de WhatsApp nos permite abordar r\u00e1pidamente preguntas comunes que anteriormente habr\u00edan resultado en una visita del paciente en persona. Proporcionar estas comunicaciones altamente receptivas a trav\u00e9s de WhatsApp es mucho m\u00e1s r\u00e1pido que tener que proporcionar la misma informaci\u00f3n en persona o por tel\u00e9fono\u201d, dice Pedro Josu\u00e9 Vidal Moreno, Gerente de Laboratorio Digital de Salud Digna.<\/p>\n\n\n\n<p>La integraci\u00f3n exitosa del asistente virtual de Salud Digna permiti\u00f3 a la organizaci\u00f3n manejar de manera eficiente el aumento dr\u00e1stico de consultas al tiempo que garantizaba una excelente calidad de servicio para los pacientes que buscaban reservar citas, acceder a los resultados de las pruebas, encontrar ubicaciones y horarios de atenci\u00f3n de las cl\u00ednicas, y m\u00e1s. Para 2021, el n\u00famero total de interacciones de pacientes desde el comienzo de la pandemia alcanz\u00f3 los 35,2 millones, con hasta 190.000 interacciones por d\u00eda.<\/p>\n\n\n\n<p>Salud Digna tambi\u00e9n utiliza el bot de WhatsApp para informar a los pacientes sobre los tiempos de espera y cualquier cosa que pueda afectar su experiencia.<\/p>\n\n\n\n<p>\u201cEs claro que WhatsApp ahora es una herramienta clave en la forma en que interactuamos y atendemos a nuestros pacientes\u201d, dice Julio C\u00e9sar Rocha C\u00e1zares, Gerente de Marketing Digital de Salud Digna.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" class=\"wp-image-17173\" width=\"640\" height=\"877\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/ROCHA-CAZAREZ-JULIO-CESAR_3.png\" alt=\"Photo of Julio \" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/ROCHA-CAZAREZ-JULIO-CESAR_3.png 640w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/ROCHA-CAZAREZ-JULIO-CESAR_3-219x300.png 219w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Los resultados: atenci\u00f3n m\u00e9dica de cinco estrellas a escala<\/h2>\n\n\n\n<p>El canal de soporte automatizado de WhatsApp de Salud Digna permiti\u00f3 a la organizaci\u00f3n sin fines de lucro mantener la satisfacci\u00f3n y la confianza del paciente incluso durante los momentos m\u00e1s dif\u00edciles, al tiempo que mejoraba la eficiencia operativa:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>89% de las interacciones ya no requieren un agente en vivo<\/li>\n\n\n\n<li>50 % menos de tiempo dedicado a las llamadas, lo que permite a los agentes manejar un 30 % m\u00e1s de llamadas<\/li>\n\n\n\n<li>712% de crecimiento en interacciones en 2020 y 135% de crecimiento en 2021<\/li>\n\n\n\n<li>32,5 millones de interacciones acumuladas con hasta 190.000 pacientes en un d\u00eda<\/li>\n\n\n\n<li>16,2 millones de pacientes atendidos desde que comenz\u00f3 la pandemia<\/li>\n\n\n\n<li>3,7 millones de consultas de WhatsApp realizadas hasta la fecha<\/li>\n\n\n\n<li>Se enviaron 5,1 millones de confirmaciones de citas para la prueba de COVID-19<\/li>\n\n\n\n<li>2 millones de resultados de pruebas de COVID-19 entregados autom\u00e1ticamente de forma segura<\/li>\n<\/ul>\n\n\n\n<p>Salud Digna ahora planea usar WhatsApp Business API para mejorar la experiencia del paciente para m\u00e1s de sus servicios.<\/p>\n","protected":false},"featured_media":43144,"template":"","meta":{"_acf_changed":false},"class_list":["post-43142","messaging_cstories","type-messaging_cstories","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Salud Digna: historias de \u00e9xito en atenci\u00f3n al paciente | Sinch<\/title>\n<meta name=\"description\" content=\"Delivering a seamless customer experience with WhatsApp Business API. 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