Anticipatory Medicine
Digital Healthcare
At Sanitas, caring for people’s health is the guiding principle behind everything we do. Digital transformation is our strongest ally in building close, effective relationships with our patients and customers. We believe in a hybrid healthcare model that combines expert clinical care and personal interaction with the most advanced and innovative technologies and treatments.
GRI 3-3
The medicine of the future is designed by and for people.
At Sanitas, we believe that digitalisation and technologies like AI are key to the future of healthcare. These tools are managed by people, for people.
Innovation and technological development enable us to make real progress in our commitment to creating a new kind of healthcare: one that is more personal, preventive and efficient for everyone.
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Iner Snater
Chief Transformation & Strategy Officer, Sanitas and Bupa & Latin America
DIGITAL HOSPITALS
Our hospital network is where medical talent and cutting-edge technology come together to deliver the best possible care outcomes.
Our hospital network in numbers
5
3
17
1
Digital innovation in our hospital network
We operate a central clinical laboratory that serves our entire hospital network. Thanks to robotic process automation, we can now process up to 3,500 clinical samples daily, improving both speed and accuracy.
01.
Digitised central laboratory
Sanitas La Moraleja University Hospital has launched a dedicated cardiac surgery unit, operated jointly with La Zarzuela Hospital and led by Dr E. Rodríguez. This hospital has also introduced a new Da Vinci robotic system for thoracic surgery.
02.
Cardiac surgery
We now operate 17 Advanced Rehabilitation Centres. These units provide personalised physiotherapy, enhanced by digital tools, to support patients on their journey to full recovery, working alongside the rest of our clinical teams.
03.
Advanced rehabilitation centres
These two programmes make it possible to deliver advanced treatments, including oncology care, in patients’ homes —particularly for those with acute conditions or limited mobility. This approach significantly improves quality of life while reducing the risk of hospital readmission.
04.
Chemotherapy and home hospitalisation
Digital innovation in dental clinics
Sanitas is a pioneer in applying technology to oral healthcare. Our clinics are equipped with state-of-the-art technology and the latest digital innovations in dental treatments —such as high-aesthetic veneers with digital shaping, intraoral scanners, and digitally guided dental implant surgery.
46,809 digital consultations.
Smiling at digitalisation
Digitalisation in dental care enables treatments that are more predictable, precise, personalised and sustainable. It also improves the customer experience while enhancing transparency and safety across the entire process.
Intraoral scanner
This digital procedure generates a highly accurate 3D image of the patient’s mouth. This helps us reduce the use of environmentally harmful materials for impressions and prosthetics, while also limiting CO₂ emissions from mould deliveries.
Digitalisation in care homes, Day centres and home services – Blua Senior
We are committed to the professional care of older adults. Through technology, we are able to deliver a tailored response to the needs of this group.
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Alexa smart properties for senior living
Since 2023, all our care homes have been equipped with the Alexa Smart Properties for Senior Living service. This digital tool provides residents with easy access to information about scheduled activities and upcoming medical appointments. It also plays an important role in their leisure and wellbeing, enabling residents to listen to music, engage in cognitive stimulation games, call family members, and much more —all operated through simple voice commands.
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Vital signs carts
This digital solution allows measuring five vital signs quickly and easily, anytime and anywhere, with data being transferred instantly.
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Immersive room
Upon entering this virtual space, residents can enjoy an immersive experience and access a wide range of therapies and inspiring activities —from diving into the ocean to exploring cities around the world, or even revisiting their former school or the street where they lived as children.
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Fisio digital
Sanitas launched this innovative service that uses advanced technology to prevent injuries and treat symptoms in different areas of the body. Through a mobile app, patients can access online physiotherapy sessions, including preventive, therapeutic and rehabilitation exercises guided by a professional. An integrated AI system monitors posture, offers real-time corrections, and tracks the patient’s progress —ensuring a more accurate and personalised treatment experience.
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Digital cognitive stimulation
Sanitas Mayores has launched a digital cognitive stimulation tool designed for people with neurological conditions as well as users with or without cognitive decline. This solution offers personalised exercises focused on memory, language and other cognitive functions, adapting to each person’s level and enabling detailed progress tracking. It also promotes social interaction through group-based activities, and is integrated into an innovative therapeutic approach alongside interventions such as music therapy and robotic pets.
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Market app and messaging
These features allow residents to easily book additional services via the app, with just one click. Through the messaging service, families can contact care home staff via instant messaging.
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Blua senior
Blua Senior is a comprehensive home care solution for older adults. Through a network of specialised professionals —physiotherapists, psychologists, speech therapists and other healthcare experts— we provide personalised in-home care tailored to each individual’s needs. Our services range from chronic disease management to support with daily activities, promoting wellbeing and peace of mind at home.
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Digital signature
As part of our efforts to simplify administrative processes, we have introduced digital signature for the onboarding of our users.
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SPS digital
Available both by phone and through our digital channels, the Senior Programme for care and prevention offers information and support to older adults, helping them better understand their health conditions and improve their quality of life.
EXTREMELY DIGITAL,
EXTREMELY HUMAN
In 2024, we stepped up our digital efforts by expanding our services and processes, and integrating AI-driven solutions across our operations to help us deliver excellence in care.
Technology is a key driver of change, and at Sanitas, we know how to make the most of it. We have created our own technological ecosystem, which integrates in-house developed solutions with those built in collaboration with third parties. The best of both worlds to offer the best user experience to our patients and healthcare professionals.
José Luis Ruiz Revuelta
Director of Information at Sanitas and Bupa Europe & Latin America
The benefits of AI in healthcare: SanIA
GRI 2-28, 2-29
SanIA is a smart virtual agent that operates across all our units, helping with a wide range of tasks—from triage in emergency care to appointment scheduling, online check-in and insurance policy management.
SanIA includes multiple interaction options such as SanIA Connect for users who prefer to interact via telephone, for users who prefer to communicate by phone, or the chatbot, which allows customers to complete their health questionnaire independently at the time of contracting.
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Active listening
GRI 2-29
The Escucha Activa app is a direct bridge between our customers and employees. This digital platform is available to all Sanitas employees and helps maintain a constant, open and meaningful connection with our customers. It gives us first-hand insight into their opinions, needs and concerns—and ensures that they feel heard across the organisation. At the same time, our employees’ expertise brings valuable suggestions that allow us to identify opportunities for improvement, turning challenges into innovative solutions that make a difference.
27,000+ suggestions
33,000+ interactions
Through the Escucha Activa app, we are building an open and collaborative communication environment where customers and employees work together to improve our services every day.
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Sanitas customer lab
At Sanitas, we believe in the power of community. That’s what Sanitas Customer Lab represents: a collaborative space where customers and employees connect, share experiences and ideas, and co-create solutions to improve our products and services.
+2,000 active participants (customers and employees) in 2024
+20 service experience improvement projects
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NPS (Net Promoter Score)
The NPS is one of the most widely used and trusted indicators for measuring customer satisfaction. At Sanitas, we use it across our various channels because we believe that improvement is only possible when performance is measured.
In 2024, we achieved —and exceeded— the NPS targets we set for the year, with the following results:
72.7 NPS Sanitas España
71.4 NPS Sanitas España
75.3 NPS Sanitas Hospitales
74.8 NPS Sanitas Dental
74 NPS Sanitas Mayores
This growth reflects our ambition to be the most customer-centred healthcare provider and our deep commitment to continuously enhancing the customer experience. Throughout 2024, we implemented over 1,600 improvements across Sanitas, aimed at optimising and enhancing our processes, products, services, and technology. We also integrated AI-driven solutions to personalise the customer experience, streamline service delivery, and provide solutions that are better tailored to their needs and expectations. To ensure meaningful impact, we set measurable targets for each business area —ensuring the entire company works toward one goal: putting the customer at the heart of everything we do.
Mobile apps to improve health management
Smartphones play a key role in how we engage with our customers, greatly enhancing our interactions. That’s why our mobile platform is a dynamic channel where we continuously introduce new features and updates. Our goal is to bring healthcare even closer to our customers.
Mi Sanitas app
Our flagship app has become the primary operational channel connecting Sanitas with its customer community. It allows users to manage their healthcare appointments and many other services directly from their mobile phones. In 2024, we introduced a new, more intuitive user flow, significantly improving usability and the overall customer experience.
In 2024 alone, our customers managed nearly 4 million appointments through Mi Sanitas.
Family app
This app allows family members to access real-time updates about their loved one’s daily life —scheduled activities and medical appointments, participation, care plans, medication changes and meal plans. They can also view medical reports, invoices, and book additional services as needed. Instant messaging is also available to contact care centre staff directly.
Sanitas Dental infantil app
Oral health is a constant concern for parents. This app provides information and helpful tips to support families in maintaining healthy and happy smiles for their children.
Sanitas Embarazo app
Assisted Reproduction app
This tool provides a comprehensive monitoring system for patients undergoing fertility treatments.
Digital administration
Sanitas is committed to reducing paper consumption and minimising our environmental footprint in administrative processes.
Digitised products
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Digital onboarding for new registrations
Our digital onboarding process for new policyholders boosts operational agility and efficiency, while also helping reduce our paper usage and environmental impact.
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Saniflex
Saniflex is a pioneering flexible benefits platform, allowing users to manage services such as health insurance, meal vouchers, and childcare or transport assistance.
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Sanitas empresas digital y más digital
Our digital corporate health solutions for companies with more than 100 employees offer flexible levels of cover, personalisation and highly competitive premiums.
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Sanitas Básico digital for groups
This affordable group insurance includes outpatient care, basic diagnostic and therapeutic services, wellness programmes, and specialist and emergency video consultations.
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Pymes digital
Small and medium-sized enterprises (SMEs) have very specific needs and require swift, responsive service. Our Pymes Más Digital service offers flexibility —allowing care to be delivered either at the workplace or at home. We have also introduced a virtual assistant and AI-powered chat service to help answer questions quickly and efficiently.