Ovianta Automates Spanish Hospital Patient Engagement with ElevenLabs Voice Agents

Ovianta, based in Barcelona, Spain, has implemented ElevenLabs voice agents to automate patient communications for hospitals and clinics. The system handles appointment management, reminders, and follow-ups on treatment proposals, naturally adapting to regional accents and tones to account for Spain's linguistic diversity.

What are the challenges in healthcare?

Patients often delay decisions or lose contact after receiving treatment proposals, causing hospitals to suffer from revenue loss and gaps in patient management. With limited staff, manual follow-up calls are easily deprioritized. Additionally, patients expect communication in their local language and accent, so mechanical automation can undermine trust.

Why ElevenLabs and Security

Ovianta chose ElevenLabs for its professional and calm Peninsular Spanish voice quality suitable for medical environments, as well as its flexibility in adjusting conversational tone. Regarding data security, it ensures the protection of sensitive patient information by meeting HIPAA eligibility, Zero Retention Mode (no data storage and no use for model training), GDPR compliance, and EU data residency requirements.

Results and Future Plans

Following implementation, patient engagement with AI follow-up calls reached 68%, and manual follow-up calls by clinic staff decreased by 83%. The treatment conversion rate increased by 25%, and 67% of approximately 14,000 follow-up calls were fully resolved by AI agents. Ovianta plans to expand support to seven languages, including Catalan, and extend voice capabilities across the entire patient journey from appointments to treatment adherence.