Hospital Alemão Oswaldo Cruz: Transforming healthcare communication with conversational messaging solutions

96%

customer satisfaction rate

82%

increase in appointments via WhatsApp

63.3%

reduction in response time for patient assistance

Hospital Alemão Oswaldo Cruz logo
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CHALLENGE

Optimizing patient experience to uphold high standards of care

Hospital Alemão Oswaldo Cruz stands as a leader in healthcare excellence. Ranked among the top five hospitals in Brazil, it is recognized for its commitment to patient care and strong partnerships, including those with the SUS program (The Support Program for the Institutional Development of the Unified Health System).

As the hospital expanded its services by opening new regional hospitals in Santos, this growth increased the complexity of patient communication and operational coordination.

As a result, they faced the following challenges:

  • Improving the multi-channel patient journey: Patients relied on email and call centers with limited automation, leading to long wait times and manual processes. WhatsApp was available but not properly integrated, causing queue bottlenecks.
  • Patient service steps lacked fully optimization: The chatbot wasn’t connected to the electronic medical records (EMR) system, forcing patients to repeat information. Small input errors caused delays and frustration due to a lack of auto-correction and guidance.
  • Room for improvement in customization and scalability: With growing patient volumes and new locations, the hospital needed a scalable solution. Existing systems lacked CRM integration, were costly, and created a fragmented experience.
  • Cost structure with optimization potential: The hospital’s previous communication platform required multiple software licenses, making it financially unsustainable as demand increased.

Recognizing these limitations, Hospital Alemão Oswaldo Cruz knew it needed an innovative solution that could support growth with scalable products, advanced automation, and a more efficient communication strategy.

SOLUTION

Streamlined communication with chatbots, SMS, WhatsApp, and RCS

To address these challenges, Hospital Alemão Oswaldo Cruz partnered with Infobip to enhance patient communication and streamline operations.

Our conversational communications platform enabled seamless integration of digital channels with the hospital’s CRM and allowed them to adopt WhatsApp, SMS, RCS, and chatbot support, helping create a consistent, conversational experience across every patient touchpoint.

The solution allowed the hospital to:

1. Automate support through chatbots

To enhance the conversational experience, a key element was the implementation of chatbots using our chatbot building platform (Answers) and cloud contact center solution (Conversations), implemented on WhatsApp through a unified conversational healthcare experience. This made WhatsApp a central channel for patient communication.

With full integration into the hospital’s systems and CRM, manual effort is reduced, information flows smoothly, validations occur automatically, and the patient journey is actively monitored. This has drastically improved response times and service consistency. 

Today, the hospital has automated several use cases, including scheduling appointments, exams, and check-ups through chat, with seamless agent handover in case of more complex issues. 

2. Improve patient engagement through omnichannel outreach

The hospital is also using SMS and RCS to deliver timely updates and health-related notifications. As part of our strategic partnership with HubSpot, we developed a seamless integration that allows HubSpot users, like Hospital Alemão, to easily send WhatsApp and SMS messages directly through the CRM.

This integration empowered the hospital to coordinate multichannel campaigns, manage patient outreach more efficiently, and deliver personalized communications via their patients’ preferred channels. The integration also supports real-time communication through the Helpdesk module, allowing the hospital’s support team to track and manage patient inquiries or issues efficiently, ensuring a more personalized and responsive healthcare experience.

RESULT

Reduced patient waiting time and increased productivity

Our solution helped Hospital Alemão Oswaldo Cruz transform the patient experience through more efficient and streamlined communication. The hospital’s digital platforms became widely used, with WhatsApp becoming the preferred channel due to its convenience compared to traditional call centers. Patients can now easily schedule appointments online. This has resulted in: 

  • Reduced operational costs: By moving to a more scalable and flexible communication platform, the hospital significantly reduced operational costs, improved service delivery through automation, omnichannel communication, and better resource allocation. This has allowed the hospital to reinvest in other areas of patient care and support future growth.
  • 82% increase in appointments, medical tests, and check-up bookings via WhatsApp: The hospital experienced an 82% increase in appointment scheduling, exams and check-up bookings from February to March, thanks to the simplicity and convenience of WhatsApp. The platform made it easier for patients to book services online, driving higher engagement. As a result of the rise in demand, the hospital expanded its call center team, doubling the number of licenses from 3 to 7 to support the growing patient engagement.
  • Reduction in response times by 63.3%: The implementation of chatbots reduced the time patients spent filling out forms and waiting for assistance from 1 minute to 22 seconds, resulting in a 63.3% reduction in response times. Even in the worst-case scenario, response times were reduced to 47 seconds.
  • 96% patient satisfaction rate: After implementing the solution, patient satisfaction rose from 84% to 96% based on 1,200+ surveys. Key improvements included smoother insurance experience, scheduling, and rescheduling processes, reducing repetitive information requests.

Our partnership has set a new standard in patient communication. The hospital has improved service delivery and enhanced the overall patient experience by using advanced technology and integrating efficient solutions. As the hospital grows and adapts, it remains committed to providing exceptional care supported by innovative communication strategies.

Since partnering with Infobip, Hospital Alemão Oswaldo Cruz has seen a noticeable increase in engagement with patients, doctors, and staff. The WhatsApp service, in particular, has received highly positive feedback for making it faster, easier, and more convenient for patients to schedule consultations, exams, and check-ups. As one of the main hospitals in Brazil, it is our duty to offer our patients convenience, efficiency, and, above all, safety. Given these results, we are excited about what is ahead and look forward to continuing our partnership.

Thomaz Nunes

Thomaz Nunes

Senior Business Analyst

COMPANY PROFILE

Hospital Alemão Oswaldo Cruz is a private hospital in São Paulo, Brazil. Founded in 1897 by the German community, it is known for its excellence in high-complexity medical care, advanced technology, and patient-centered services. The hospital specializes in areas like oncology, cardiology, and surgery. It is recognized for its commitment to innovation and quality healthcare.