Medical Emergency System of Catalonia
Scalable communication solutions for a changing environment
Hectic. This is the adjective that best defines the activity of the Department of Communication, Image and Institutional Relations of the SEM (Medical Emergency System of Catalonia). Even more so at a time when COVID-19 has triggered a long-term health crisis.
The SEM is the state-owned company that manages urgent healthcare in Catalonia, responds to emergency situations reported via the 112 emergency phone number and provides health information and advice via the 061/Salut Respon helpline. It handles more than 2.6 million incidents each year.
The unpredictable working environment at the time meant that the needs of the department were diverse and urgent and our challenge involved providing effective, fast and scalable solutions, which is what we have done in recent years. The COVID-19 pandemic has obliged us to go even further.
The Technical Communication Office in the midst of COVID-19
We sought to identify the most efficient way of putting all our expertise and decision-making capacity at the service of the SEM in a highly streamlined manner. To achieve this it was essential to understand the particular characteristics of this state-owned company and the new context generated by COVID-19, which led the SEM to take on new strategic functions within the Catalan Health System. We had to be able to perform actions in continuous motion. With these key factors in mind, we organised ourselves as a Technical Communication Office, an external support tool operating as an extension of its Communication, Image and Institutional Relations department. We provided them with solutions and, at the same time, coordinated the response to communication issues with different departments.