Patient experience and technology: Fraternidad-Muprespa participates in Health Customer Experience Summit
Fraternidad-Muprespa participated last Thursday in the “Health Customer Experience Summit 2025”, a meeting to promote innovation in customer service in health, share good practices and promote collaborative work in the search for patient-centered solutions. The event took place at the MGS Auditorium in Barcelona and was structured around 30-minute panels with a moderator and four experts.
José Ignacio Sánchez Alonso, Deputy Director of the Medical Management Center of of Health".
Sánchez Alonso reviewed the main AI-based projects that the entity is promoting and piloting in the healthcare field, highlighting both the benefits it entails and the challenges that must be assumed.
Aid for radiodiagnosis, transcription and summary of the doctor-patient conversation or telerehabilitation using artificial vision, are some of the practical examples cited. He also stated that Fraternidad-Muprespa is committed to the integration of solutions focused on both the patient and the healthcare professional, seeking to offer more efficient and higher quality healthcare.
“We understand that the patient experience is built in different areas. AI can help us both in direct contact with the patient, and when it comes to improving the work of our healthcare personnel, which impacts better healthcare provision and, therefore, a better patient experience. patient”HTMLTAG25___, he assured.
He shared a panel with César López, president of Iberia and Latam of Grupo Covisian, Francisco José Sarasa, Director of Health Benefits at Mutua MAZ, and Javier Rubio, Customer Experience Specialist, at Sanitas. The table was moderated by Gonzalo Echavarría, Director of Brands and Clients at Donte Group.
César López explained the tools that the entity he presides uses for administrative procedures such as contacting the patient by telephone or making an appointment, always maintaining a hybrid model of interaction between human and AI. Francisco José Sarasa, for his part, shared his experience in a pilot project to help healthcare professionals prescribe treatment for the patient. Finally, Javier Rubio described the solutions they use when surveying and evaluating the patient experience as part of the continuous improvement process.
Other panels held during the day focused on patient expectations in the health sector, disruptive technologies in this field, the effective use of data or transformation through digital health services, among others.
Along with the interventions, the event served for different companies and suppliers to carry out live demonstrations of various tools, such as Tuotempo by Doctoralia, which offers AI solutions for voice recognition to improve the patient experience, Qlik, which manages information and data from the health sector in real time, or Livo Health, a tool for personnel management, for better patient care.
