Case Study: Salud Responde achieves 24/7 scalable healthcare access and 9.5/10 patient satisfaction with Oracle Siebel CRM

Salud Responde Andalucía Improves Healthcare Outreach and Services Optimizes Resources

Salud Responde is the information and services center for Andalusia’s Health Ministry, serving about 8.5 million residents with more than 30 health services across 33 districts. Founded in 2003, it faced the challenge of handling over 100,000 daily calls and providing scalable, 24/7 multichannel access, fast retrieval of millions of patient records, and analytics to optimize staffing and costs while improving patient satisfaction and outcomes.

By deploying Oracle Siebel CRM, Oracle Database on a SPARC M6-32 server with Solaris, Salud Responde achieved rapid, reliable service: average system response times of two seconds, 99.99% availability, and a 9.5/10 satisfaction score. The platform supports automated booking and cancellations, proactive follow-ups for 115,000 chronically ill patients, handles 600,000 transactions daily and 12.7 million visitors, cuts average call resolution to 44 seconds, and enables analytics-driven staffing that reduced readmissions and optimized resources.

Salud Responde

Jose María Gonzalez Conejo

Director