The Cantabrian Health Service has launched a new telephone service based on clinical voice, powered by LOLA®, Tucuvi’s clinical AI agent.
The initiative is being progressively rolled out across hospitals and primary care centres in Cantabria, including Marqués de Valdecilla University Hospital, Laredo Hospital, Sierrallana–Tres Mares General Hospital and Los Castros Health Centre. The aim is to expand telephone capacity and respond to a higher volume of patient requests.
Voice AI to improve access to healthcare
Through a telephone conversation with LOLA®, patients will be able to complete the interactions included within the scope of the service through a simple and accessible channel, without needing to use apps, web portals or other digital devices.
The objective is to make it easier for patients to contact the healthcare system and provide a faster, more convenient experience adapted to their needs, particularly during periods of high demand.
The project uses voice AI applied to healthcare as a tool to improve accessibility and healthcare processes. The solution enables natural telephone conversations with patients, understands the reason for their call and responds to the requests covered by the service, following protocols defined together with the teams at the Cantabrian Health Service.
When a request requires professional assessment or falls outside the scope of the service, LOLA® routes it to the appropriate team for follow-up.
In this way, the technology helps improve access, increase service capacity, support request management and enable more people to receive a response when they contact the healthcare system by phone.
A more complete view of demand
In addition to improving telephone access, the new service will enable the Cantabrian Health Service to gain a more accurate understanding of the volume and nature of patient requests.
During periods of high activity, some demand may not be fully captured when available phone lines are busy. Expanding service capacity will provide a more complete picture of existing needs.
This information will help identify peak-demand periods, recurring requests and needs that require additional action from healthcare teams.
A simpler, more accessible experience
The telephone remains one of the most widely used channels for patients to interact with the healthcare system.
The introduction of voice AI makes it possible to improve this channel without requiring patients to have specific digital skills, download applications or go through additional digital processes.
Patients can explain what they need naturally during the call. LOLA® understands the information they provide and can offer the most appropriate response, in line with established protocols and within the defined scope of the service.
This model aims to reduce barriers to access, streamline interactions and provide a simpler experience, while maintaining professional involvement in cases that require review or additional attention.
“Technology must serve people. In this project, innovation translates into something very tangible: making it easier for patients to contact the healthcare system and complete a request in a simple way,” explains María González Manso, CEO and co-founder of Tucuvi.
Progressive rollout across hospitals and primary care
The service is being progressively implemented across hospitals and primary care centres within the Cantabrian Health Service.
This phased rollout will make it possible to assess how the service performs in different settings, incorporate learnings and adapt processes to the specific needs of each centre.
During this first phase, the participating organisations will monitor activity, workflow performance and the user experience.
