SoluCX – Startup SoluCX innovates in Athena Saúde's patient experience management

Written by Alan Lima

The Brazilian health segment is undergoing an accelerated digital transformation. Hospitals, Diagnostic Medicine and Operators are interacting to improve people’s quality of life through technological solutions. The holding company Athena Saúde, managed by the Pátria Investimentos group, currently has 14 different brands and continues to acquire at an accelerated pace in Brazil. It is certainly among the largest supplementary health companies in the country, with a significant number of 440 thousand beneficiaries, concentrating its flags in the states of Espírito Santo, Paraná and Piauí, with a structure composed of operators, emergency care units, hospitals and clinics, which annually perform more than 3.1 million consultations.

The holding company works with an action plan focused on the health segment, investing in infrastructure, technology and innovation to improve the quality of its brand processes. Before getting to know SoluCX, the holding company already used the Net Promoter Score (NPS) method, however, it faced difficulties in consolidating the results of its entire structure in a single system. According to the Director of Technology, Processes and Quality at Athena Saúde, Eduardo Margara, when getting to know the startup SoluCX it was possible to see the possibility of viewing more consolidated reports in the different patient journeys.

“We were looking for a tool that would meet our need to consolidate the holding’s results, but that would also allow us to perform Drill Down by health operators and hospitals in the different journeys of each patient. SoluCX gave us full support during the integration, which was very fast, even involving 14 different brands and their management systems “

Currently, our platform receives more than 200 thousand consultations from different sectors from Athena Saúde brands monthly, consolidates information in real time and automatically distributes it in the configured hierarchies, all on a single platform. This fact enables the holding company to monitor its acquisitions more assertively and make strategic decisions in improvement projects.

The new monitoring structure allows the holding company to obtain more than 350 NPS results in real time. The extraction of information, which previously took two to three days to be obtained, with the implementation of the SoluCX platform, is now only twenty seconds with a maximum of five clicks. In addition, the tags are integrated via REST API in order to receive and return all the information collected in the survey to a BI and Command Center.

In this way, the NPS method enables Athena Saúde to understand the level of loyalty and satisfaction of its beneficiaries, assertive perceptions that can be used to increase its revenues, generating loyalty due to the improvement in its processes. The recommendation of a family member or friend impacts decision-making, and patient promoters are kept when we think about them at all times.

Industry data

According to the Brazilian Institute of Geography and Statistics (IBGE), Brazil is among the world’s giant markets, with an estimated population of over 210 million, life expectancy of 75.7 years, and a human development index (HDI) of 0.759.

From this perspective, public spending in 2015 represented 3.8% of the Brazilian GDP and, adding private spending, exceeded 8%, according to the report “Fiscal Aspects of Health in Brazil”, released by the World Bank and adapted by the National Treasury.

Recently, the Brazilian Federation of Hospitals (FBH) and the National Health Confederation published the report “Scenario of Hospitals in Brazil” revealing that there are more than 6,700 private, philanthropic and public hospitals. At the same time, the Beneficiary Information System (SIB) of the National Supplementary Health Agency (ANS) reported in March of this year that more than 22% of Brazilians have a health plan.