Actionline » Greater Access to Healthcare: How We Transformed Medical Test Scheduling in the Public Sector

Challenge

For a client in the public health sector, we took on the challenge of optimizing the scheduling process for specialized medical tests. With growing demand and long waiting periods, our role at Actionline was to ensure an agile, accessible, and efficient service from the scheduling center. We worked behind the scenes, managing every step so that citizens could receive the necessary medical care from the healthcare system with speed and compassion.

Over 4 million citizens benefited from a more human, agile, and effective service.

Solution

We developed an omnichannel operation, utilizing channels such as WhatsApp and voice, to transform the scheduling workflow. Backed by technology, well-defined processes, and a highly trained team, we optimized citizen customer service and facilitated access to medical tests in a simpler and more solution-oriented manner

Results

Actionline's performance resulted in a concrete transformation of the citizen experience. We also leveraged technology to identify the preferred contact method for each individual, increasing communication effectiveness and contributing to even more positive outcomes. Over 4 million people directly benefited from the scheduling services, with 176,000 interactions handled via voice—an alternative that expanded the operation's reach and accessibility. The satisfaction rate reached 95%, demonstrating the effectiveness of the implemented model and the public's appreciation for a more human, agile, and effective service.