With more than 22,000 remote consultations per quarter, a monthly average of 7,300 home visits nationwide, and 145 professionals 100% evaluated through clinical audits, the organization ensures quality and an immediate response.
Caracas, September 2026.—Venemergencia reaffirms its commitment to the health and well-being of Venezuelans by consolidating its virtual healthcare model as the country’s first line of immediate response. Supported by technological innovation, the Venemergencia digital medical record system, and a deep sense of empathy, this service offers safe remote diagnoses and treatments, recording an average of approximately 22,400 telemedicine consultations in the last quarter and achieving a resolution rate of between 80% and 85% of cases without the need to dispatch an in-person unit or overload hospital emergency departments.
Through Telephone Medical Counseling (OMT), managed via a call center, and Virtual Medical Counseling (OMV), integrated into the mobile apps of partner insurance companies, members can connect with a doctor in seconds. With an average response time (ART) of approximately 8 to 10 minutes per consultation, this system acts as an intelligent filter within the national healthcare system, prioritizing care for non-urgent acute conditions such as viral syndromes, respiratory infections, gastrointestinal infections, urinary tract infections, or acute hypertension, allowing healthcare centers to focus on life-threatening cases.
"Telemedicine at Venemergencia has established itself as the first line of medical response within the company’s service ecosystem. Our unique value lies in immediacy and real-time clinical resolution, along with the humanizing approach we bring to the medical care we provide. We connect with the patient in seconds to offer a safe diagnosis and treatment without delay,” said Dr. Kiyohara Real, Medical Services Manager at Venemergencia.
Humanizing the Service and National Integration
Venemergencia’s remote care model stands out for its approachability and understanding of each patient’s situation. From the moment a call is received until the consultation is concluded, professionals address each symptom with clear and reassuring communication, treating empathy as a non-negotiable value in medical care.
Venemergencia offers coverage throughout the country through the nation’s leading insurance providers, and specifically in the case of telemedicine, the company provides free medical guidance by phone and through its mobile app to anyone who needs the service.
In cases where remote guidance for insured patients requires an in-person evaluation, the physician enters a “follow-up” in the system, automatically triggering the Home Medical Care (AMD) protocol—a service that has already provided approximately 49,049 visits nationwide so far in 2026, building on the progress made in 2025, when the number of home care visits nationwide exceeded 63,600.
Furthermore, the medical process is immediately complemented by the dispensing of medications in sealed bags, allowing prescribed treatments to be delivered through the parcel delivery network in Caracas and at major locations throughout the country, or picked up at partner pharmacies.
Clinical Audit: Quality Assurance and Continuous Improvement
Behind every virtual consultation is a rigorous, continuous quality control system led by the Medical Services Management team. The audit department individually evaluates 100% of the medical team—comprising more than 145 direct staff members and physicians from partner providers nationwide—to certify compliance with clinical protocols, diagnostic accuracy, appropriateness of treatment, and the quality of patient care.
This audit process is carried out from start to finish for each patient interaction: it begins with the greeting and the empathy shown, continues through the correct entry of the medical history into the system, the detailed interview, and the accuracy of the presumptive diagnosis, and concludes with the recommendation of treatment. Medical providers in the country’s interior are also audited according to the same standards; in the event of any deviation, direct video calls are made to assess the issue, implement corrective measures, or reinforce protocols.
Standardization and Continuous Service Improvement
To ensure standardization and continuous service improvement, audit findings are transformed into educational briefings and case studies that are shared with all medical staff, under strict confidentiality guidelines. This constant monitoring allows us to correct errors, optimize response times, and ensure the organization’s ultimate goal: restoring the patient’s health and achieving maximum service satisfaction.
“We put ourselves in the patient’s shoes to understand their distress and clearly explain their symptoms. We evaluate every detail to restore their health and achieve full satisfaction with our service. Telemedicine at Venemergencia provides immediate, compassionate, and effective medical care that bridges distances to protect the peace of mind of our members,” concluded Dr. Kiyohara Real.
With this model of virtual care and clinical auditing, Venemergencia continues to transform the healthcare management system in Venezuela, integrating technology and a passion for service to provide efficient solutions and ensure peace of mind for families across the country.
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