1. Workshop 07A05
Restoring regional growth
through innovative citizen services
José Luis Rocha Castilla
General Secretary for Quality and Modernization
Regional Health Ministry of Andalusia
Spain
Quick facts of Andalusia
Regional responsibility for health policy and healthcare provision since 1984
8,202,220 Inhabitants
1,500 Primary Care Centers
44 Public Hospitals (16,281 beds)
9,782 M € Healthcare Budget 2009

2. Workshop 07A05
Restoring regional growth
through innovative citizen services
Per capita GDP at constant prices UE27 Av=100 GDP at market prices
Convergence of Andalusia with EU-27
83,6
82
80,4
78,1
77,2
75,4
72,2
71,2 71,3
69,8
67,4 67,7 67,9
95
96
97
98
99
00
01
02
03
04
05
06
07
19
19
19
19
19
20
20
20
20
20
20
20
20
Year

3. Workshop 07A05
Restoring regional growth
through innovative citizen services
HEALTHCARE INVESTMENT
HEALTHY IMPROVED HEALTH STAFF EFFICIENT
LIFESTYLE PRIMARY EDUCATION & HOSPITAL
PROMOTION CARE TRAINING SYSTEMS
EARLIER DIAGNOSIS & MODERN TREATMENTS
REDUCED
SMOKING, REDUCED HEART DISEASE MENTAL
CANCER DIABETES
ALCOHOLISM INCIDENCE & STROKE ILLNESS
OBESITY
REDUCED DISABILITY, MORTALITY & DEPENDENCY
MORE PRODUCTIVE WORKFORCE
COMPETITIVE HIGH ADDED VALUE INDUSTRY
HIGH ECONOMIC GROWTH
The relationship between Health Inputs & Economic Outputs. J Attridge. From “Health &
the EU Lisbon Agenda. High returns on health investment”. Brussels 2006, Efpia.

4. Workshop 07A05
Restoring regional growth
through innovative citizen services
European Innovation Scoreboard 2004. Comparative Analysis of Innovation
Performance. Commission Staff Working Paper. Brussels, 2004, Commission of the EC

5. Workshop 07A05
Restoring regional growth
through innovative citizen services
Appointment-making procedure
Citizen identification Daily appointments:
near 100,000
Data
Check
Appointment
Diary

6. Workshop 07A05
Restoring regional growth
through innovative citizen services
Registered users: 11,182
Total SMS: 653,136
Warnings Remember of
Vaccines
Advices appointments

7. Workshop 07A05
Restoring regional growth
through innovative citizen services
salud andalucía
hrs
> 90,000 calls the 1st year of functioning – 90% solved by operators/nurses

8. Workshop 07A05
Restoring regional growth
through innovative citizen services
Web Downloads: 47,211
3G Cell phone downloads: 12,633
LCD Monitors: 2,468 (in 600 centers)
Contents: 406
- Healthy habits
- Diseases and symptoms
- Quiz games
- Prevention
- Healthy diet recipes
- Relaxing advices
- Health Care System Services

9. Workshop 07A05
Restoring regional growth
through innovative citizen services
Arab – German – Bulgarian – Polish –
24 hours x 7 English – French – Russian – Slovakian –
Romanian – Chinese -Portuguese 46
languages
211 080
From 08:00 to Afghan – Albanian – Armenian –Bambara – Bereber –
18:00 Mon-Fri Bosnian - Danish – Norwegian –Swedish….

10. Workshop 07A05
Restoring regional growth
through innovative citizen services
Transparency .
Tobeinformed is health HealthResponds
Education Web Telephone enquiries
Information TV/DTV Second medical opinion
entertainment Mobile Living wills
Health card
Waiting lists
Telephone appointment
Healthcare information
Health advice
Information on Quality in
Discharge telephone survey
Health Centers
AIDS, Tobacco, bird flu...
Expectations bank
SMS services
Healthcare Information
Health Advices
Collection of Expectations
to promote participation
e-Administration
Living wills
Smart card
24
health andalusia
hr
Individual assessment and
and information information on Health