Mexico’s health system has many doors. At yours, Arbol answers, books and follows up.
Artificial intelligence for clinics, hospitals, doctors’ offices, insurers and contracted providers: it answers calls and WhatsApp around the clock, books and confirms on your system, calls the patients who are due back and keeps a record of every conversation.
Mexico’s health system in four lines and, in gold, the journey of an example patient.
How healthcare is organized in Mexico.
People with formal jobs get care through social security; those without one, through IMSS-Bienestar or their state’s health services. And almost half of everyone who seeks care ends up at a private doctor’s office, clinic or hospital.
79.2 million
people are covered by IMSS, the Mexican Social Security Institute. ISSSTE, for government workers, covers 14 million more.
of health spending comes straight out of households’ pockets, the highest share in the OECD (the average is 19.2%). Insurers and employers cover most of the rest of private spending.
She writes at night. She gets an answer right away.
Guadalupe, 56, manages her diabetes at her IMSS clinic and wants to see an internist this week. She messages the private hospital near her home: the hospital’s assistant offers her two times, asks whether she’s self-pay or insured, and books her.
Private hospital · WhatsAppTuesday, 10:41 p.m.
Good evening, do you have an internal medicine appointment this week?
Good evening, this is Mónica, the virtual assistant at Hospital Norte. I have Thursday at 11:20 a.m. or Friday at 9:40 a.m. with Dr. Herrera. Will you be paying yourself or using your insurance?
The day before, she confirms and sends her test results.
Dr. Herrera sees patients at his office in a medical tower. The day before, the assistant reminds Guadalupe of her appointment; she confirms and sends her test results from March, which land in her health record before the visit.
Doctor’s office · WhatsAppWednesday, 11:20 a.m.
Dr. Herrera · Internal medicine · Thursday
9:00
9:40
10:20
11:20Guadalupe M. · new patientConfirmed on WhatsApp
The internist ordered an HbA1c and a lipid panel. The lab calls her, explains the fasting and books her early on Saturday. It’s the same call the lab makes, one by one, to the patients referred by the public institution it has a contract with, and every attempt is recorded.
Contracted lab · CallFriday, 9:05 a.m.
“Good morning, Guadalupe. This is Laboratorio Central, calling to book the tests Dr. Herrera ordered. Does Saturday at 7:30 a.m. work for you?”
Her health insurer runs a chronic care program, with its own calendar and her policy’s claims. That’s where it shows Guadalupe is due for her checkup. The insurer’s assistant calls her and books her with a physician in its network, who receives the case with its priority. Arbol gives no clinical advice: the physician decides.
Health insurer · CallThree months later
Insurer programs · pending
Guadalupe M., 56Quarterly diabetes checkup dueBooked · Monday 8:40 a.m.
Jorge L., 61No blood pressure check since MarchCalling today
Ana P., 34Week 22 · missed her prenatal visitBooked · Thursday
Every conversation is kept with its channel, its outcome, its recording and its transcript. The hospital’s leadership asks Arbi, their team’s AI agent, and gets the report. Each organization has its own assistant and its own data: nothing crosses from one to another.
Leadership · ArbiEnd of the month
Leadership · browserArbi, how many patients with diabetes haven’t come back for their checkup this quarter?
143, most of them at the Satélite location. Should I call them this week?
Leadership · emailYes. And put together the report for the committee.
Diabetes program · September.pdfBy location and by insurer · 8 pages
How each program and each population is doing, in the browser, by email or on WhatsApp.
What Mexican law requires. What Arbol puts in writing.
The personal data authority is no longer INAI: since 2025 it has been the Secretaría Anticorrupción y Buen Gobierno, the federal anti-corruption ministry.
Oct. 2012
NOM-004-SSA3-2012
Under this official standard, the clinical record is mandatory in doctors’ offices too, is confidential and must be kept for at least five years.
The record stays in your system or in Agenda by Arbol, and the assistant never shares it over the phone.
Ley Federal de Protección de Datos Personales en Posesión de los Particulares
Mexico’s private-sector data protection law: health data is sensitive, requires express consent and a privacy notice from the first contact, and patients can object to automated decisions about their health.
The assistant says who it is and that the conversation is recorded, gives your privacy notice and never gives clinical advice: a person on your team decides.
Your line answers in seven days. The rest follows in stages.
Day 1
We learn your operation
Your call center, your locations, your contracts and your insurers, in half an hour.
Days 2 to 6
We set it up with you
Hours, prices, payment methods, the emergency protocol and your privacy notice. Your team signs off before it answers.
Day 7
Live
Calls and WhatsApp on the number you’ve always had. Then your programs and your locations, in stages.
Patient contact is billed per minute of conversation and, depending on volume, a fixed monthly charge. Governance gets a tailored quote. Integrations are included, and every term is in writing.
An assistant that answers and reaches your patients by phone, WhatsApp, text, email and web chat; your team’s console, with every conversation; Arbi, your team’s AI agent; and, if you need it, Agenda by Arbol. Governance for your programs comes in when you need it.
Does it work if I see patients through insurers or public contracts?
Yes. It asks how each patient is coming in (self-pay, with major medical insurance, through their employer or under a contract) and follows your organization’s rules for each one: requirements, hours and what to bring. It prepares the case and alerts your team; it doesn’t process authorizations with the insurer or the institution.
Do I have to change my system or my records?
No. Arbol works on top of your number, your WhatsApp, your schedule and your health records, with more than 777 integrations included. If you prefer, Agenda by Arbol brings your physicians’ schedules and the records together. Your data can be exported in full whenever you ask.
Does it give medical advice?
Never: no diagnoses, no doses. At a warning sign, it directs the patient to emergency care under the protocol your team approved and hands the conversation to a person. That limit comes built in and cannot be turned off.
Does it speak the way people speak in Mexico?
Yes. It uses the formal “usted,” books first visits and follow-ups, asks whether the visit is self-pay or insured, and understands how each patient asks for things. In its first sentence, it says it is your organization’s virtual assistant.
How does it protect my patients’ data?
Under the 2025 law, health data is sensitive data. The assistant says the conversation is recorded and gives your privacy notice; every conversation is recorded, encrypted and kept separate by organization, and it can be exported or deleted. The clinical record stays in your system.
How much does it cost, and how long does it take?
Patient contact has a per-minute rate and, depending on volume, a fixed monthly charge; governance gets a tailored quote. On average, your line is answered within seven days, and every term is in writing.
Let’s look at your organization in Arbol.
A 30-minute demo: your call center, your locations, your contracts and the best place to start. You leave with the proposal in writing.
