---
title: "Healthcare AI in Colombia: IPS, clinics and EPS | Arbol AI"
description: "AI built in Colombia for IPS, clinics and EPS: it attends patients 24/7, fills and confirms the schedule and tracks capitation and PGP contracts."
url: https://www.getarbol.com/en/colombia/
lang: en
alternates:
es-CO: https://www.getarbol.com/colombia/
---
# Artificial intelligence for healthcare in Colombia. From first contact to contract results.
Arbol answers and reaches your patients by phone, WhatsApp and web chat, at any hour. It fills and confirms your schedule and tracks your fee-for-service, capitation and global-payment (PGP) contracts against the health record and data from the EPS, Colombia’s health insurers.
[Book a demo](https://cal.com/tomas-giraldo-pdfbl9/30-min-arbol-ai-demo)
 Made in Colombia, with physicians and nurses on the team.
A day of Arbol in Colombia
**6,480** conversations handled today
1. 12:40 a.m. Bogotá **Call**
Fever in an 8-month-old: put straight through to the doctor on call.
2. 5:30 a.m. Medellín **WhatsApp**
Today’s appointment confirmations go out.
3. 6:58 a.m. Ibagué **Call**
Physical therapy appointment booked for Thursday.
4. 7:04 a.m. Barranquilla **Call**
Fourteen calls at once. None on hold.
5. 8:15 a.m. Cali **WhatsApp**
The EPS order comes in: an internal medicine appointment.
6. 9:30 a.m. Bucaramanga **Arbi**
Arbi sends management the weekly report.
7. 10:40 a.m. Pasto **Call**
Authorization pending: the case is ready for the team.
8. 12:10 p.m. Cartagena **Web chat**
A question about the copay and the visit fee: resolved.
9. 1:30 p.m. Villavicencio **Call**
First prenatal checkup booked, week 10.
10. 3:20 p.m. Neiva **WhatsApp**
A slot opens up and the waitlist fills it in six minutes.
11. 4:45 p.m. Pereira **Call**
Outreach: twelve patients with hypertension, booked.
12. 6:40 p.m. Montería **WhatsApp**
After hours, a pediatrics appointment for tomorrow.
13. 8:15 p.m. Cúcuta **Call**
Asks to talk to a person: handed off with a summary of the conversation.
14. 10:30 p.m. Santa Marta **WhatsApp**
Rescheduled because of a sick leave: new appointment on Monday.
15. 11:50 p.m. Bogotá **Email**
The day is on record: recording, transcript and outcome.
Trusted by
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[**+777** integrations](https://www.getarbol.com/en/integrations/)
## Arbol at work in a Colombian institution. In 25 seconds.
What happens when Arbol joins your institution, in the order you live it: the phone line, the schedule, the contract, the population and your team.
25 seconds, no sound, in Spanish
## What happened in Colombia these past few months.
Healthcare and artificial intelligence in Colombia, with a source for every figure.
1. **7.7 million** clinical records already exchanged between institutions
### Health records start to travel between institutions.
Since April 15, 744 providers with 2,456 sites have been exchanging the Resumen Digital de Atención (the digital care summary), and another 1,087 IPS (provider institutions) are in testing.
[On our blog, in Spanish: What comes after the interoperable EHR (opens in a new tab)](https://www.getarbol.com/blog/despues-historia-clinica-interoperable/)
June 2026 · Health [Ministry of Health](https://www.minsalud.gov.co/Comunicaciones/noticias/2026/Paginas/millones-de-registros-se-intercambian-gracias-a-IHCE.aspx)
2. **55%** of the cases behind the order, at just four EPS
### Supersalud orders a cut in appointment delays.
The health superintendency ordered them to follow a mandatory plan to fix delays in booking medical appointments.
[On our blog, in Spanish: Colombia is the country where getting a doctor’s appointment is hardest (opens in a new tab)](https://www.getarbol.com/blog/colombia-citas-medicas-acceso/)
July 2026 · Health [La República](https://www.larepublica.co/empresas/nueva-eps-salud-total-sanitas-y-eps-sura-en-la-mira-de-supersalud-por-demoras-en-la-atencion-4435132)
3. **Under 2 weeks** the target to audit and pay a claim with AI
### ADRES audits medical claims with artificial intelligence.
ADRES, which manages the health system’s funds, starts with claims for traffic accidents without SOAT (mandatory auto insurance): IPS filed 432,234 of them in 2025.
July 2026 · Artificial intelligence [La República](https://www.larepublica.co/economia/con-inteligencia-artificial-la-adres-agilizara-la-auditoria-y-pago-de-cuentas-medicas-4445798)
4. ### AI in healthcare now has rules.
The new telemedicine regulation allows artificial intelligence as support, under human supervision. Under no circumstances may it substitute for clinical judgment or replace the doctor-patient interaction.
[On our blog, in Spanish: CONPES 4144 and AI in healthcare: what your IPS can do (opens in a new tab)](https://www.getarbol.com/blog/conpes-4144-ia-salud-que-hacer-ips/)
July 2026 · Artificial intelligence [Resolución 1644 de 2026](https://www.alcaldiabogota.gov.co/sisjur/normas/Norma1.jsp?i=193890&dt=S)
5. **42%** of Colombian companies already use AI; a year ago, 34%
### Artificial intelligence moves into Colombian business.
That is more than 130,000 companies, but only 14% have fully integrated it across every function.
August 2026 · Artificial intelligence [Infobae](https://www.infobae.com/tecno/2026/08/03/colombia-adopta-ia-a-toda-velocidad-una-empresa-cada-cinco-minutos-se-suma-a-la-tendencia/)
6. ### A new government, an emergency plan for healthcare.
The Ministry of Health of the government that took office on August 7 announced an emergency plan to tackle the sector’s crisis and guarantee the delivery of medicines and care for patients.
[On our blog, in Spanish: The 2026 election and healthcare: Cepeda and De la Espriella, compared unfiltered (opens in a new tab)](https://www.getarbol.com/blog/salud-elecciones-2026-cepeda-de-la-espriella/)
August 2026 · Health [El Colombiano](https://www.elcolombiano.com/colombia/ana-maria-vesga-plan-choque-ministerio-de-salud-eps-upc-DM39535457)
7. **November 1** Resolución 1809 de 2026 takes effect
### New direct-payment rules for capitation and PGP.
It redefines the direct payment of the UPC (the per-member premium). Under capitation and PGP, some electronic invoice data may be substituted to schedule the payment.
August 2026 · Health [Consultorsalud](https://consultorsalud.com/resolucion-1809-de-2026-giro-directo-salud-upc/)
8. **COP 58.06 trillion** owed by the EPS at the close of 2025, 26.5% more than in 2024
### EPS debts keep growing.
82.65% of it sits with EPS under government intervention, and only four EPS met every financial requirement. The report warns it may affect IPS liquidity.
[On our blog, in Spanish: The receivables choking IPS (opens in a new tab)](https://www.getarbol.com/blog/cartera-eps-ips-25-billones/)
August 2026 · Health [Consultorsalud, with data from the Comptroller General](https://consultorsalud.com/contraloria-deuda-eps-cuatro-cumplieron/)
9. **2.26%** call abandonment, down from 7.9% before
### In Bogotá, a voice AI line barely drops a call.
Line 195, the city’s citizen service line, answers with artificial intelligence and natural language processing.
[On our blog, in Spanish: Latency: the second they hang up (opens in a new tab)](https://www.getarbol.com/blog/latencia-llamada-abandono-cita/)
September 2026 · Artificial intelligence [Bogotá Mayor’s Office](https://bogota.gov.co/mi-ciudad/gestion-publica/en-bogota-la-ia-salva-vidas-agiliza-servicios-y-moderniza-la-ciudad)
10. **1,220,142** petitions, complaints and claims filed with Supersalud from January to July
### More than a million patients waiting for something.
That is 5,722 a day, and 92% are about barriers to access. The Ministry identified 1,069,196 people with paperwork and care still pending.
[On our blog, in Spanish: From a missed call to a PQRS complaint (opens in a new tab)](https://www.getarbol.com/blog/llamada-perdida-pqrs-eps/)
September 2026 · Health [El Tiempo](https://www.eltiempo.com/politica/abelardo-de-la-espriella/asi-funcionara-plan-de-choque-en-salud-del-gobierno-de-abelardo-de-la-espriella-para-descongestionar-atencion-de-pacientes-y-entrega-de-medicamentos-3587857)
11. **25.9%** of Colombians aged 15 to 64 used generative AI in the second quarter
### Colombia ranks second in the region for AI use.
Colombia is second in Latin America and the Caribbean; the global average is 18.8%.
September 2026 · Artificial intelligence [DPL News, with data from Microsoft](https://dplnews.com/colombia-alcanza-una-adopcion-de-ia-generativa-del-259-y-se-ubica-segunda-en-america-latina-y-el-caribe-segun-reporte-de-microsoft/)
## Your contract defines the work. Arbol does the work it calls for.
### Fee-for-service (evento)
Every service delivered gets paid.
The EPS pays for every visit, test or procedure delivered. Revenue depends on every slot being used: the call nobody answers and the appointment nobody confirms are services that never get billed.
What Arbol does
- Answers every call and WhatsApp message, at any hour.
- Confirms every appointment and reschedules it in time.
- Offers the canceled slot to the waitlist.
**Measured by** Slots used, no-shows and time to appointment.
### Capitation (cápita)
A fixed amount per person, every month.
The EPS pays a fixed amount each month for every assigned person, whether they are seen or not, mostly in primary care. The contract pays off when the population stays healthy: a timely checkup costs less than the emergency that could have been avoided.
What Arbol does
- Runs outreach for the health promotion and maintenance pathway.
- Calls everyone with a checkup, vaccine or screening due.
- Flags anyone who stops coming and brings them back.
**Measured by** Pathway coverage, checkups up to date and outcome indicators.
### Prospective global payment (PGP)
A global amount agreed up front, with its nota técnica.
A global amount is agreed in advance to care for a population over a set period. The nota técnica, the contract’s technical annex, sets how many services of each type are expected; if delivery falls outside the agreed range, the agreement provides for discounts or the provider absorbs the cost.
What Arbol does
- Tracks every activity against the nota técnica, month by month.
- Warns in time when an activity drifts out of range.
- Contacts patients to deliver what is expected and prevent what costs the most.
**Measured by** Delivery against the nota técnica and the agreement’s indicators.
## 7:00 a.m. Fourteen people call at once. With Arbol, nobody waits.
1. Today the line answers one call at a time. A caller with an authorization question waits behind someone confirming an appointment, and three hang up before anyone picks up.
2. With Arbol, all fourteen are answered at once, each with its reason, the caller’s ID number and their EPS.
3. And every conversation ends in something: an appointment, a confirmation, a case ready for your team or a PQRS complaint filed with the recording.
- On hold
0
- Hung up
0
- Longest wait
0:05
1. Call Authorization for an MRI 0:02 Case ready for authorizations
2. Call Internal medicine appointment 0:03 Booked · Tuesday 9:40 a.m.
3. WhatsApp Confirm tomorrow’s appointment 0:04 Confirmed
4. Call Reschedule because of a sick leave 0:05 Rescheduled · Thursday 3:20 p.m.
5. WhatsApp Lab results 0:02 Explains how to download them
6. Call Priority appointment for my mom 0:03 Booked as a priority
7. WhatsApp Is my physical therapy order in yet? 0:04 Order verified · appointment Monday
8. Web chat Copay and visit fee 0:05 Resolved
9. Call Pediatrics checkup 0:02 Booked · Saturday 8:00 a.m.
10. WhatsApp Change of site for an appointment 0:03 Moved to the north site
11. Call Dental appointment 0:04 Booked · Friday 11:20 a.m.
12. Call Referral to orthopedics 0:05 Case ready for your team
13. Web chat North site hours 0:02 Resolved
14. WhatsApp PQRS over a canceled appointment 0:03 PQRS filed with the conversation
## It speaks the language of Colombian healthcare.
- cita (appointment)
- orden (order)
- autorización (authorization)
- remisión (referral)
- copago (copay)
- cuota moderadora (visit fee)
- sede (site)
- régimen (coverage scheme)
- PQRS (complaint)
- historia clínica (health record)
- ¿me regala su documento? (your ID?)
1. Answers in your institution’s name and says it is its virtual assistant.
2. Says the call is recorded before asking for a single detail.
3. Speaks formally (usted) and asks for the EPS, the order and the authorization before offering an appointment.
4. Gives no clinical advice: no doses, no diagnoses. At any warning sign, it hands off to a person.
## Your population, governed.
1. Arbol cross-references the health record, lab results, the RIPS (service records) and the profile of every member in your contract.
2. And places each person on their care pathway: health promotion and maintenance, maternal and perinatal, cardiovascular and metabolic risk, kidney and cancer.
3. When a notifiable public health event shows up, it alerts the treating physician that same day, along with whoever reports to Sivigila (the national surveillance system) at your institution.
4. And it factors in social determinants: anyone who lives alone, far from the health post or with no one to accompany them moves up the list.
[Explore governance](https://www.getarbol.com/en/governance/)
### Gestational syphilis
Notifiable public health event
Laura, 24, week 14. Reactive treponemal test at her prenatal checkup.
- Alert to her physician and to epidemiology · today
- Treatment appointment · today
### Rosa, 71
Social determinants
Hypertension. Lives alone in a remote rural area, two hours from the health post. Seven months without a checkup.
- **Priority 1 this week**
- Telehealth checkup · Tuesday
- Visit from the outreach team
## Events that can’t wait, flagged the same day.
Arbol checks the health record and lab results against the notifiable public health events your team monitors, and alerts in time, so reporting and care don’t depend on someone happening to notice.
- Gestational syphilis
- Dengue with warning signs
- Acute malnutrition in children under five
- Severe maternal morbidity
- Tuberculosis
- Suicide attempt
## Your schedule, full and confirmed.
Agenda by Arbol brings your physicians’ and sites’ schedules together with the health record. It confirms, reschedules and offers every slot that opens up to the waitlist, and every appointment keeps its timestamp to measure timeliness under the MGTE, Colombia’s wait-time model.
[See the Agenda (opens in a new tab)](https://www.getarbol.com/en/agenda/)
## Ask Arbi how your contract is doing.
Arbi is your team’s AI agent: it answers you in the browser, by email and on WhatsApp, and prepares the report for the committee. It doesn’t talk to your patients; your institution’s assistant takes care of them.
[Meet Arbi (opens in a new tab)](https://www.getarbol.com/en/ai/)
**Arbi** Your team’s agent
1. Management · Browser
Arbi, how is the PGP contract tracking this month?
2. Halfway through the month, you’re at 94% of the nota técnica. Prenatal checkups are at 68%: 38 pregnant patients still need theirs. Should I call them this week?
Prenatal checkups at 68%
3. Management · Email
Yes, call them. And put together the report for the follow-up committee with the EPS.
4. Done. I’ll start calling at 9:00 a.m., and here’s the report.
**PGP report · September.pdf** Delivery by activity, deviations and actions taken · 14 pages
## It connects to what your institution already uses. More than 777 integrations.
No migrations and no switching systems: integrations are included, and our team sets them up with you.
### EPS
Nearly every EPS in the country, including the ten with the most members.
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### Health records and scheduling
The scheduling and health record systems your institution already uses.
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### Prepaid plans and insurers
Prepaid medicine, insurers and cajas de compensación (family benefit funds).
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### Payments
Payment links and collections, in pesos.
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Trademarks and logos belong to their respective owners.
## Arbol in Colombia, by the numbers.
- **300,000 +**
calls handled in Colombia.
- **386,000**
appointments booked, confirmed or rescheduled this year.
- **2.4 s**
seconds, on average, to answer.
- **31%**
fewer no-shows at institutions that confirm with Arbol.
- **23%**
of conversations arrive while the institution is closed.
- ### Made in Colombia
Artificial intelligence technology and infrastructure for healthcare, built in Bogotá.
- ### Made by healthcare people
Our team includes physicians and nurses: healthcare operations are designed with the people who know them.
- ### An office in Bogotá
Cl. 86A Bis # 15-31, Bogotá. And a team that supports every launch.
## Serious by design.
The Colombian regulations Arbol works under, and the limits no configuration can switch off.
1. ### Resolución 1644 de 2026
Artificial intelligence in healthcare as support, under human supervision. With patients, Arbol gives no clinical advice, says it is a virtual assistant and keeps every conversation on record; Ámbar’s Clinical Council is for your clinical team. On WhatsApp it handles the administrative side (booking, confirming, reminding), not telemedicine.
[On our blog, in Spanish: Telemedicine and IPS licensing in Colombia, 2026 (opens in a new tab)](https://www.getarbol.com/blog/telemedicina-habilitacion-ips-colombia-2026/)
2. ### Ley 1581 de 2012
Habeas data, Colombia’s data protection law. Health data is sensitive: it requires a declared purpose, the patient’s authorization and security measures, with encryption and isolation for each institution.
[On our blog, in Spanish: Ley 1581: consent on AI calls in healthcare (opens in a new tab)](https://www.getarbol.com/blog/ley-1581-consentimiento-llamadas-ia-salud/)
3. ### Circular Externa 002 de 2024 · SIC
The SIC, Colombia’s data protection authority, on personal data in AI systems: every use must be suitable, necessary, reasonable and proportionate.
[On our blog, in Spanish: Health data: the rules for contacting patients in Colombia and Chile (opens in a new tab)](https://www.getarbol.com/blog/datos-salud-reglas-contacto-colombia-chile/)
4. ### Ley 2015 de 2020 · Resoluciones 866 de 2021 y 1888 de 2025
The interoperable EHR and the Resumen Digital de Atención. The health record stays in your system; Arbol works with what your institution authorizes.
[On our blog, in Spanish: What comes after the interoperable EHR (opens in a new tab)](https://www.getarbol.com/blog/despues-historia-clinica-interoperable/)
5. ### Decreto 441 de 2022
Agreements between EPS and IPS: fee-for-service, capitation, PGP, nota técnica and indicators. Arbol tracks the delivery your agreement sets.
[On our blog, in Spanish: Governing utilization when you’re paid by capitation (opens in a new tab)](https://www.getarbol.com/blog/frecuencia-uso-capita-margen/)
6. ### Resolución 2117 de 2025 · Circular 038 de 2025
The Modelo de Gestión de Tiempos de Espera (MGTE), Colombia’s wait-time model. Every contact is logged with its time and outcome, ready to measure timeliness.
[On our blog, in Spanish: Resolución 2117 de 2025: the MGTE guide for IPS (opens in a new tab)](https://www.getarbol.com/blog/resolucion-2117-mgte-guia/)
1. ### It gives patients no clinical advice.
At any warning sign, it hands off to a person. That limit is built in and can’t be configured. Ámbar’s Clinical Council is for nursing and medicine.
2. ### It doesn’t diagnose.
It flags risks and events from your data. Diagnosis, treatment decisions and reporting belong to your team.
3. ### It introduces itself.
It says it is your institution’s virtual assistant and that the call is recorded.
4. ### It doesn’t decide for your team.
Your team approves the tone, the hours and the rules before the first call.
## In seven days, on the line you already have.
No IT project: your number, your WhatsApp and your schedule stay where they are.
1. Day 1
### We learn how you work
Half an hour on your operation: how many calls come in at 7:00 a.m., how many go unanswered, your contracts and your EPS.
2. Days 2 to 6
### We set it up with you
Sites, specialties, schedules, authorization rules and the exact wording for guiding an emergency. Your team signs off before it answers.
3. Day 7
### Live
Calls and WhatsApp on the line you already publish, with every conversation recorded, transcribed and summarized.
## Questions from Colombia.
Does the institution have to change its software?
No. Arbol answers on the number and WhatsApp you already publish and books on the schedule and health record you already use, with more than 777 integrations. If you prefer, Agenda by Arbol brings your physicians’ and sites’ schedules together with the health record. Your data exports in full whenever you ask.
Does it work if my contracts are fee-for-service, capitation or PGP?
Yes, and the work changes with the contract. Under fee-for-service, Arbol makes sure every slot gets used: it answers, confirms and reassigns. Under capitation, it runs outreach for the health promotion and maintenance pathway and brings back anyone who stopped coming. Under PGP, it tracks every activity against the nota técnica and warns in time when one drifts out of range.
What does it do with notifiable public health events?
When the health record or the lab shows a notifiable public health event (gestational syphilis, dengue with warning signs, acute malnutrition in a child under five), Arbol alerts the treating physician that same day, along with whoever reports to Sivigila at your institution, and books the next step. Reporting and clinical decisions belong to your team.
Does it account for the social determinants of health?
Yes. Each member’s profile (whether they live alone, live in a remote rural area or have no one to accompany them) adds to their clinical risk and changes their priority. Your team sets the rules, and governance is designed with each institution.
Does it say it isn’t a person?
In the first sentence, with your institution’s name, and it also says the call is recorded. It isn’t an option the implementation can switch off.
What happens if someone calls with an emergency?
It never gives clinical advice. It follows the protocol your institution approved: it directs the caller to the emergency room or the doctor on call and alerts your team with the full conversation.
How does it handle patient data?
Health data is sensitive data under Ley 1581 de 2012: it is processed with a declared purpose, the patient’s authorization and security measures, with encryption and isolation for each institution. The health record stays in your system, under Ley 2015 de 2020 and Resolución 866 de 2021. Every conversation is recorded and exportable.
How much does it cost?
Patient contact is billed per minute of service and, depending on volume and scope, the proposal may include a fixed monthly charge. Governance of PGP and capitation contracts is quoted to fit, because it brings together the health record, billing, lab and insurer data. Integrations are included, and the terms come in writing.
How long does it take to start?
Seven days on average from the first meeting: we load your sites, specialties, hours and contracted EPS, your team approves the tone and the flows, and Arbol starts answering on your line and your WhatsApp.
## Let’s see your operation in Arbol.
A 30-minute demo: your calls, your schedule, your contracts and the best place to start. You leave with the proposal in writing.
[Book a demo](https://cal.com/tomas-giraldo-pdfbl9/30-min-arbol-ai-demo) [Message us on WhatsApp](https://wa.me/573185230045?text=Hello%2C%20I%20work%20at%20a%20healthcare%20institution%20in%20Colombia%20and%20I%20would%20like%20to%20see%20Arbol%20in%20action.)
**Colombia**, in operation · Made in Bogotá for Latin America
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**Arbol AI** — AI agents for clinics and healthcare providers: they answer and reach patients by phone, WhatsApp, SMS, email and web chat, book their appointments 24/7 and keep a record of every conversation.
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