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The New Standard in Outpatient and Diagnostic Communication

Celebrating 10 years of Eniax with the launch of a book that brings together proven models and real-world results from managing over 260 million healthcare interactions.

Mladen Petrovic

Mladen Petrovic

Digital Health & Operational Analytics Expert • •
3 min de lectura

In this article

  1. 10 years of experience, 260 million interactions, and real-world results — all in one book
  2. The Beginning of a Journey
  3. Results That Speak for Themselves
  4. Why a Book
  5. An Invitation
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Book cover of The New Standard in Outpatient and Diagnostic Communication

The New Standard in Outpatient and Diagnostic Communication

10 years of experience, 260 million interactions, and real-world results — all in one book

By Mladen Petrovic | Aug 31, 2025

For years, call centers served as the gateway to healthcare systems. However, reality exposed their limits:

  • Wait times exceeding 4 minutes.
  • More than 30% of calls that never received a response.
  • Administrative teams overwhelmed by repetitive tasks.
  • Frustrated patients and medical schedules that appeared full… yet riddled with empty slots.

This model became unsustainable. And a question began to echo across institutions: How can we improve access without endlessly increasing operational costs?

The Beginning of a Journey

In 2016, at Clínica Dávila in Santiago, Chile, a group of administrators and Eniax specialists came together to find an answer. From that search, Patricia was born — not as just another chatbot, but as a communication system designed specifically for outpatient and diagnostic care.

The idea was clear: digitize and automate patient interactions without losing the human touch, anticipate no-shows, reduce downtime, and free teams from manual tasks.

Results That Speak for Themselves

Today, Patricia is no longer just an idea — it’s a reality in more than 350 hospitals and medical centers across Latin America and Europe. Its impact is measurable and direct:

  1. No-show reduction: Institutions that had a 30% no-show rate managed to bring it down to 10% or 12%.
  2. Operational efficiency: Schedules that once lost valuable hours are now kept optimized through intelligent, real-time appointment redistribution.
  3. Patient experience: Smooth interactions, immediate responses, and communication that feels natural and positive.

These are just a few examples of a transformation being replicated across different institutions and countries: less chaos, more capacity, more patients served.

Why a Book

In September, Eniax celebrates 10 years. This milestone marks an opportunity to bring together everything learned alongside hospitals, clinics, and diagnostic centers across Latin America and Europe into a single document.

The book “The New Standard in Outpatient and Diagnostic Communication” is not theory. It’s a compendium of proven models, real metrics, and testimonials from institutions that have already transformed their operations. It’s written for those who face operational pressure every day:

  • Administrative teams dealing with call overload.
  • Directors and managers seeking stability and efficiency.
  • Physicians and healthcare staff who need to focus on care, not coordination.

An Invitation

Institutions that still rely on an overwhelmed call center or fragmented systems can find in this book a practical guide to taking the next step: implementing an integrated, patient-centered digital contact center.

Download your free copy here: https://eniax.care/en/patricia-book

Transforming healthcare is not a destination — it’s a standard that is built every single day.