Innovation in health and services
A Hybrid and Innovative Care Model
Mutua Universal has developed a holistic health model, rooted in people-centred care, personalisation and innovation, placing the patient at the core of its strategy to always provide the most suitable solution, managing each case with maximum rigour and efficiency.
To ensure personalised, universal and efficient care in all circumstances, the organisation completed in 2024 the evolution of a hybrid model. This combines face-to-face care delivered through a wide network of its own centres, two hospital control units in Madrid and Barcelona and two inter-mutual hospitals in Bilbao and Valencia, with enhanced remote care via an advanced telemedicine system (Online Clinic), implemented across all care centres, which guarantees access to specialised and hospital care irrespective of geographic location.
Medical Care
Face-to-Face Care
Online Clinic
Online Clinic
Mutua Universal’s proprietary telemedicine service, accessible through the Private Area (mobile app), enables healthcare professionals to provide medical assistance both synchronously and asynchronously, connecting patients with any care centre or hospital control unit within Mutua Universal while ensuring the highest levels of security in medical data transmission.
Telemedicine speeds up diagnosis, reduces waiting times and helps balance family and work life, thereby improving patients’ and their families’ quality of life, increasing efficiency and guaranteeing continuity of care.
Types of remote connection
Mobile Telemedicine
Direct connection between patient and healthcare staff via mobile device, eliminating the need to travel to a care centre.
Telemedicine between own care centres
Allows covered workers to access the most appropriate specialists remotely from any Mutua Universal centre, providing medical support at a distance.
Telemedicine with other healthcare centers
Links Mutua Universal’s care centres with other healthcare facilities and inter-mutual hospitals.
Advantages of telemedicine at Mutua Universal
- Ensures territorial equity and quality of care, with no delays or waiting lists.
- Patients receive personalised medical attention in real time from the most suitable specialists.
- Supports implementation of a comprehensive, collaborative and personalised health plan.
- Serves as a medical knowledge hub to prepare and advise Mutua Universal’s healthcare staff.
Telerehabilitation
Mutua Universal’s centres are equipped with the latest technology and staffed by experienced and well-trained professionals supported by leading physiotherapists both in person and online. The organisation has deployed a platform across all care centres to deliver telerehabilitation treatments as a complementary tool alongside face-to-face physiotherapy sessions.
The telerehabilitation service incorporates an artificial intelligence system which, using the camera on a laptop or mobile phone, assists physiotherapy teams in correcting patients’ movements and postures in real time during their home recovery, while enabling healthcare staff to monitor progress.
Benefits of telerrehabilitación
- Reduces patient travel to care centres.
- Engages patients in their recovery process, achieving better outcomes.
- Enables continuous monitoring by the physiotherapy team through a hybrid treatment model alternating face-to-face and digital sessions.
Telerehabilitation
eConsultation
Through eConsultation, available in the Private Area, patients can conveniently contact their care team (including doctors, nurses, physiotherapists, psychologists or social workers) without the need to travel, to resolve queries about medication, prescribed care or complications during recovery.
eConsultations
Personal private area
The Personal Private Area is a digital service accessible via the Mutua Universal website or mobile app, designed to simplify administrative processes by avoiding travel and speeding up communication.
What can you do through the personal private area?
- View your full medical history.
- Manage your scheduled appointments.
- View and download reports and test results.
- Access your diagnostic tests.
- Telemedicine consultations.
- Psychology appointments.
- eConsultations.
- Digital procedures.
- Download your certificate of tax withholdings.
- Apply online for an extension of the Childcare Allowance (CUME, Spanish acronym).
- Check payments received from your benefits.
Register fully online and securely using video identification
Download the Mutua Universal mobile app and access your Private Area
Innovation in healthcare technologies
Aiming to improve diagnosis and treatment and to personalise healthcare, Mutua Universal continually strengthens its innovative health ecosystem by offering cutting-edge technological solutions tailored to the needs of its members.
Artificial intelligence to enhance patient service
Proyecto LINCE
Mutua Universal uses artificial intelligence (AI) technologies that securely analyse vast amounts of historical data to identify patterns and trends, enabling the creation of predictive models to assist healthcare professionals in their decision-making. This improves management efficiency and anticipates situations and processes, ensuring the best personalised care.
In 2024, a strategic review was conducted on the application of AI within its processes and services to complement existing predictive models. Automated support tools have been implemented, providing tailored guidance and recommendations for medical staff, aligned with the AI-supported care model and diagnostic classification.
Virtual reality applied to mental health
The virtual reality service, aimed at occupational health for psychological assessment and treatment, is particularly suitable for rehabilitating patients who have suffered post-traumatic disorders following workplace accidents.
This technology enhances therapy effectiveness, accelerates rehabilitation and shortens sick leave, enabling a quicker return to normal activities and improving quality of life.
Virtual reality applied to mental health
Automatic patient guidance system for medical, nursing, and physiotherapy appointments
Since 2024, Mutua Universal has used an automated system to guide patients attending scheduled medical, nursing and physiotherapy appointments, improving the experience at care centres. This tool streamlines the check-in process and reduces waiting times. It also allows patients to request proof of attendance automatically at the time of their visit.
Patient guidance
Lynx System
The Lynx system, which combines specialised software and medical sensors, performs a supplementary assessment of patients’ joint mobility and strength before, during and after treatment. This enhances the evaluation and ongoing monitoring of conditions, enabling therapeutic planning tailored to each individual’s needs.
Lynx System
Musculoskeletal ultrasound
This non-invasive diagnostic technique uses ultrasound waves – without ionising radiation – to provide dynamic, real-time imaging of deep tissue layers.
It is a versatile and quicker alternative to other imaging methods such as MRI, particularly useful for assessing soft tissues (including tendons, muscles, bursae, ligaments, subcutaneous tissue, organs, peripheral nerves and blood vessels) as well as bone cortex.
Musculoskeletal ultrasound
Bomba diamagnética
Using a high-intensity magnetic field combined with radiofrequency, this technology – designed to treat various types of injuries – reduces recovery times by activating cellular mechanisms that trigger positive physiological responses in several disorders of the musculoskeletal system and nervous tissue.
Electronic prescription
Mutua Universal has signed an agreement with the General Council of Official Pharmaceutical Colleges establishing the conditions for the execution of pharmaceutical services and regulating the implementation of an electronic prescription system.
This agreement, being progressively adopted by all official pharmaceutical colleges, sets out the collaboration framework with pharmacies for the dispensing and billing of medicines and other products prescribed under Mutua Universal.
Thermography
Infrared thermography (IRT) is a simple, non-invasive and environmentally friendly tool that reveals physiological conditions associated with various disorders.
Using a camera, IRT produces an image that can be interpreted as a thermal map of the area under examination.
Thermography
Universal Helpline
Mutua Universal’s telecare and consultation service operates 24 hours a day, 365 days a year, and is staffed by healthcare and administrative professionals. It provides timely medical advice, information on care and benefits management, and arranges patient transfers to the most appropriate healthcare centre for treatment.
This service also manages the rescue and repatriation of patients admitted to hospital both within Spain and abroad.
Universal Helpline
Investment in care centre upgrades
As part of Mutua Universal’s continuous improvement programme for its care network, €2.6 million was invested in 2024 in refurbishments and maintenance, complementing €6.5 million allocated to new facilities.
Care centre
Key Projects
New Administrative and Physiotherapy Centre in Terrassa
In 2024, Mutua Universal inaugurated a new administrative and physiotherapy centre in Terrassa (Barcelona), expanding the existing care centre’s facilities.
Situated on Carretera de Martorell, 18, just metres from the current mutual care centre, the new centre covers 235 msup>2, comprising a 90 msup>2 physiotherapy room, administrative offices, a waiting area, meeting rooms and internal facilities.
Go to New Administrative and Physiotherapy Centre in Terrassa
Complete Renovation of Santander Centre
The Mutua Universal care and administrative centre in Santander has undergone a comprehensive refurbishment, removing all architectural barriers to create a fully accessible environment and increasing the number of medical consulting rooms to enhance healthcare delivery.
Commencement of Works for New Centre
In 2024, refurbishment works were completed to adapt premises in Alicante, Badalona (Barcelona) and Albacete, in preparation for relocating care and administrative centres in these cities during the next financial year.