The toll-free number 800180718, managed by Innovaway for the IRCCS "Fondazione G. Pascale" National Cancer Institute in Naples, has handled over 11,000 calls in just two months—5,000 related to information requests and 6,000 for medical appointment bookings.

Initially launched during the first wave of the COVID-19 emergency, the service was designed to support patients remotely, streamline medical appointment scheduling, and simplify access to medical information. Following its success, the toll-free number will now extend to support patients of the Ascalesi Hospital as well.

To ensure the highest service standards, Innovaway—one of Europe’s leading digital healthcare and ICT providers—has deployed a dedicated team of ten professionals from its Healthcare Competence Center. This team brings specialized expertise in healthcare technology and has been actively working to promote AI-driven digital transformation in hospitals and regional health systems across Italy.

“We established the toll-free number to strengthen our call center capabilities and improve communication with patients,” explained Attilio Bianchi, General Director of the Pascale Institute.
“The call center staff was trained internally, and in cases where requests require further assistance, the operator will collect the patient’s mobile number and follow up directly.”

“We’ve worked alongside the healthcare sector for years, but the COVID-19 emergency deepened our commitment,” added Antonio Burinato, General Manager of Innovaway.
“We decided to put our expertise to work where it was most needed. This service for the Pascale Institute was created in response to high volumes of inquiries during the pandemic while also ensuring enhanced support for oncology patients. We responded swiftly and effectively, and we’re confident this initiative will support citizens in the Campania region who are dealing with serious conditions, whether related to COVID or not. This isn’t a standalone project either—our team has been involved in a major regional healthcare transformation effort that is now delivering tangible results.”

The project represents a significant example of AI-powered back office services and customer support outsourcing in healthcare, combining intelligent workflow automation with multilingual patient engagement and a user-centric service design.