Informe de Gestión y Memoria de Sostenibilidad 2020OUR PERFORMANCE IN 2020
Caring
for people’s health, wellbeing and quality of life
Our capacity to react and adapt during the different phases of the pandemic, the professionalism of the entire team and the consolidation of Telemedicine solutions enabled us to continue to provide individualised care for patients in a particularly demanding year.
A personalised health care model
The patient is the central focus of Mutua Universal's healthcare model. The Company provides patients with a series of resources and services that guarantee the most personalised and flexible care possible.
- Face-to-face care: whenever possible, Mutua Universal kept its healthcare centres open so as to provide direct, personalised care for cases and treatments that could not be referred to Telemedicine channels.
- Development of Telemedicine: Telemedicine services have been decisive for the continuity of numerous treatments that do not require the patient to travel. In 2020 the launch of the Teleconsultation service was sped up.
- Patient relations channels: ongoing patient service offered through channels such as the Patient’s Personal Area, Universal Line and eConsultation.
15,439consultations carried out via Telemedicine services
FACE-TO-FACE HEALTHCARE ACTIVITY
999,267
appointments
309,052
rehabilitation sessions
4,741
hospital admissions
SDGS WITH DIRECT IMPACT
11,945
consultations made in the Online Clinic
2,023
consultations via our new Teleconsultation service
Telemedicine: innovation serving the patient
In 2020 Mutua Universal ‘s Telemedicine model was decisive in maintaining the personalised monitoring of cases and the remote carrying out of treatments:
- Mutua Universal Online Clinic: an online platform connecting our centres that enables the patient to access the best specialists to treat their case. In 2020 the image and sound equipment was updated with high-resolution solutions.
- Teleconsultation: a new service for remote consultations via computer, tablet or smartphone without the patient having to travel to the centre. It is mainly aimed at monitoring cases and conducting rehabilitation sessions.
Reinforcement of patient relations channels
In 2020 Mutua Universal reinforced its patient relations channels in order to meet the increase in demand for information. These channels reached historic records for consultations.
110,167
users with access to Patient’s Personal Area
61,490
calls answered via Universal Line
1,471
consultations made via eConsultation service
€2.7m
allocated to new investments
€1.9m
allocated to refurbishment and maintenance
Constant investment in improving service
Mutua Universal is developing a programme of continual improvement of our healthcare network, which includes both the opening of new centres, and maintenance and refurbishment at existing centres.
The main investments in 2020 include the opening of a new centre in Huesca, the refurbishment of the Benifaió (Valencia) and El Vendrell (Tarragona) centres, and the start of construction work on a new healthcare and administrative centre in Malaga.
Secondment of health professionals in response to the needs of the Public Health Service.
Since the beginning of the pandemic, Mutua Universal has maintained its commitment to keeping its facilities open, whenever possible, in order to avoid the collapse of the Public Health Service. In addition, it has collaborated constantly with the administrations, by making its healthcare professionals and its facilities available whenever required.
73
healthcare workers temporarily assigned to the public sector in 2020
Ir a apartado siguiente
Carta del Presidente
Tu opinión es importante
Esta Memoria Anual pretende ser un punto de apoyo para el diálogo, por lo que le pedimos nos muestre su Contribución sostenible opinión tanto en los aspectos formales de la Memoria como en las áreas donde podemos mejorar en materia de Responsabilidad Social Corporativa.