Success story · Sanitas

Hospital Blua Sanitas

improvement in spatial understanding of the hospital

Case summary

Hospital Blua Sanitas Valdebebas: end-to-end digital transformation of the patient journey, from the digital twin to the AI assistant

Hospital Blua Sanitas Valdebebas is one of the most innovative private healthcare centres in Madrid, part of the Sanitas group. As part of its digital transformation strategy, the hospital has developed an end-to-end project to improve the patient experience across the whole journey: from the moment before the visit to care inside the centre itself. The solution combines two digital products integrated with the hospital's infrastructure: a navigable digital twin accessible from the website and an AI virtual assistant deployed on interactive totems inside the facilities.

Client

Sanitas

Sector

Healthcare

40%

Reduction in waiting time

improvement in spatial understanding of the hospital

+30%

longer time spent on the website

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01 The challenge

Digitalising the complete patient journey

Sanitas, a leader in Spain's private healthcare sector, set a strategic digital transformation challenge around Hospital Blua Sanitas Valdebebas: to improve the patient experience across the whole journey, from the moment before the visit to care inside the centre itself. The challenge required addressing two complementary needs. In the pre-visit phase, reducing patient uncertainty by providing a digital tool to get to know the facilities remotely, intuitively and with visual clarity. In the on-site phase, relieving congestion at reception desks, streamlining administrative procedures and maintaining a warm, accessible, multilingual service.

02 The solution

A digital twin and an AI assistant

The solution combines two digital products that cover the complete patient journey. In the pre-visit phase, a digital twin of the hospital built from floor plans and visual references, complemented with 3D designs and interactive points with multimedia content, natively embedded in the website. Patients tour the facilities from home before coming in person. In the on-site phase, an AI virtual assistant (SanIA) deployed on interactive totems inside the hospital, accessible by voice and touch screen, multilingual and integrated with Sanitas's digital infrastructure, guides patients, manages appointments and answers questions autonomously.

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Key learnings

What this case teaches the sector.

The digital twin applied to healthcare settings

Replicating a hospital's facilities in a navigable 3D model, accessible from the website, opens a new communication channel that makes the space easier to understand before visiting in person. Pre-visit uncertainty goes down and time spent on the website goes up.

Artificial intelligence at the service of patient care

An AI assistant deployed in the centre itself relieves congestion in face-to-face care, automates procedures and offers an accessible, multilingual service. AI doesn't replace healthcare staff: it frees up operational time and improves efficiency with real-time data for decision-making.

Integration is what separates a pilot from a solution

A digital product delivers its maximum value when it integrates natively with the systems the client already uses. Connecting an AI assistant or a digital twin to the existing infrastructure guarantees information consistency and translates digital transformation into measurable improvements.

Digital transformation of the complete customer journey

Digitalising the patient journey isn't limited to a single touchpoint: it spans every phase. Connecting the pre-visit phase (web digital twin) with the on-site phase (AI assistant on totems) reduces uncertainty, improves the perception of the service and strengthens the brand's positioning.

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