Case_Study_Hospital Luz Saúde

Case Studies > Hospital Luz Saúde

Hospital Luz Saúde improved operational efficiency and IT security by implementing a centralized Managed Services model to streamline technology requests across its nationwide network, in strategic partnership with Linkcom.

This leading private healthcare group modernized its IT infrastructure by centralizing equipment management, standardizing processes, and implementing a digital platform, enhancing reliability, security, and scalability while reinforcing its commitment to efficiency and sustainable growth.

INDUSTRY
Healthcare

CHALLENGE

The group Hospital Luz Saúde had fragmented and independent IT procurement processes across its hospitals and clinics, leading to inconsistent workflows, inefficiencies, and limited visibility.

OUTCOME

By centralizing Managed IT Services, the group achieved streamlined, standardized, and scalable request management. This enabled real-time visibility into requests, costs, and vendor performance, supporting data-driven decisions.

SOLUTIONS

Linkcom implemented a centralized Managed IT Services model with a single point of contact, standardizing workflows from needs assessment to delivery. A centralized request and ticketing platform improved transparency and auditability.

PLATFORMS

Centralized request and ticketing system
Vendor management tools
Reporting and analytics dashboards

PROFESSIONAL & MANAGED SERVICES

Managed IT services for healthcare infrastructure and equipment
Workflow standardization and process automation
Vendor coordination and contract management
Real-time reporting and analytics for decision support
Dedicated support team specialized in healthcare equipment

CUSTOMER

Luz Saúde is one of the largest private healthcare groups in Portugal. Founded in 2000 under the name Espírito Santo Saúde, the group has grown significantly through both acquisitions and the construction of new facilities.

Today, it operates over 30 healthcare units across mainland Portugal and Madeira, including around 14 private hospitals, several clinics, and a senior residence.

Luz Saúde stands out for its strong commitment to research and innovation.

As of 2021, it was the leading private health institution in Portugal in terms of investment in Research and Development, ranking third overall in the national healthcare sector. Its research focuses on areas such as artificial intelligence, medical imaging, human factors engineering, and clinical trials.

The Hospital da Luz Learning Health is central to this strategy, having participated in more than 200 clinical trials and recruited over 600 patients since 2010.

The group has also been expanding its footprint. In 2024, it announced a €58 million investment to build a new hospital in Santarém, expected to open by mid-2026. The new facility will create around 500 jobs and serve more than 425,000 people in the Ribatejo region. Furthermore this move marks the group's first presence in Algarve and will bring the total number of facilities close to 40, subject to regulatory approval in early 2025.

Luz Saúde currently employs over 13,000 people and reports annual revenues of approximately €667 million, with net profits of €31 million.

Luz Saúde’s mission is to deliver integrated and differentiated healthcare through a nationwide network of hospitals, clinics, and senior residences. It prioritizes multidisciplinary teams, advanced technology, and ethical standards in patient care.

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Challenge

Hospital Luz Saúde group partnered with Linkcom to implement a comprehensive Managed IT Services solution as part of its strategic digital transformation initiative. The primary goal was to centralize and streamline all technology and infrastructure requests across the group’s extensive network of hospitals and clinics nationwide.

Before this transformation, each hospital and clinic managed its own IT procurement and service requests independently. This decentralized approach resulted in operational inefficiencies, inconsistent workflows, and limited visibility into processes, which collectively hampered efforts to achieve greater efficiency and standardization throughout the organization.

By adopting Linkcom’s managed IT services model, the healthcare group established a single point of contact to handle all equipment-related needs. This included everything from assessing requirements and coordinating with vendors to tracking orders, managing delivery, and generating detailed reports. This digital process transformation introduced a consistent and scalable service model that could be applied uniformly across the entire healthcare network.

Integrating these digital services and solutions directly into the organization’s core operations has allowed the client to gain enhanced agility and real-time visibility into its technology management. This alignment with the group’s long-term digital strategy facilitates more informed decision-making and ultimately improves service quality and operational performance.

Solution

As part of the Hospital Luz Saúde group’s broader digital transformation initiative, Linkcom carefully designed and implemented a centralized Managed IT Services model focused on streamlining all infrastructure and equipment requests across the entire network of hospitals and clinics. This approach replaced the previously fragmented and inconsistent processes with a unified, efficient system.

The solution introduced a single point of contact for all technology-related needs, simplifying communication and ensuring consistent and reliable service delivery throughout the network. By standardizing workflows from the initial needs assessment through to final delivery, Linkcom significantly enhanced operational efficiency and increased process transparency, reducing errors and delays that were common under the previous decentralized approach.

To support this transformation, a centralized request and ticketing platform was deployed, which improved visibility into all incoming requests and their progress, and provided a clear audit trail for compliance and quality control purposes. This platform became the backbone for managing the service process, allowing for better tracking and faster resolution of equipment and infrastructure needs.

Vendor management was also a critical component of the solution. Linkcom coordinated with suppliers to ensure competitive pricing, high-quality service, and strict adherence to Service Level Agreements (SLAs), thereby optimizing costs and maintaining service standards across the healthcare network.

In addition, regular reporting was established, delivering real-time insights into request volumes, processing timelines, and cost optimization opportunities. These reports empowered senior management with the data needed to make informed, strategic decisions aligned with the group’s long-term digital goals.

Finally, a dedicated support team, specialized in healthcare equipment, was assigned to the project. This team ensured fast, knowledgeable responses tailored to the unique operational needs of the healthcare environment, further enhancing service reliability and user satisfaction.

Overall, this scalable and fully managed digital service improved internal processes and supported the healthcare group’s ambitions for digital innovation and operational excellence, enabling them to deliver better care through more efficient technology management.

Outcome

The Managed IT Services partnership delivered tangible, measurable benefits to the group, supporting their strategic digital transformation and operational efficiency goals.

Centralized management of equipment requests streamlined digital process transformation, reducing processing times and freeing local teams to focus on core activities. Vendor consolidation and improved negotiation leveraged managed IT services to optimize costs across the healthcare network.

Standardized workflows enhanced compliance with internal policies and industry regulations, improving service quality and security. Real-time reporting and consolidated insights provided greater visibility into procurement volumes, spending, and supplier performance, enabling data-driven decision-making.

This digital services integration offered greater control and scalability, allowing the group to centrally manage procurement as the network expands. Proactive IT infrastructure management enhanced user experience with a reliable, responsive, and secure service environment, aligning with the group’s digital strategy and innovation goals.

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Linkcom's VDI specialist

About Linkcom

Linkcom is a trusted provider of end-to-end IT solutions, specializing in secure infrastructure, cloud services, and modern workplace technologies. We design, implement, and manage digital environments tailored to each client's operational needs — whether on-premises, hybrid, or fully cloud-based.

With a client-centric approach, we support organizations at every stage of their digital transformation journey, helping them modernize systems, improve resilience, and adopt innovative solutions that drive performance and long-term growth.