How WeCancer increased
its number of patients by 25%
using WhatsApp
Improving Oncology Care in Brazil with Turn.io’s WhatsApp Business API
- +25%New patient
sign-ups - +13%Response
rate - -9%Missed appointments
- 35%WhatsApp-based interactions
Discover how WeCancer, a leading Brazilian company in digital oncology solutions, used Turn.io’s WhatsApp Business API to grow its active patient base by 25%.
The challenge
Making cancer care more accessible
WeCancer was founded with a clear mission: to make cancer care more proactive, continuous, and human-centered. As a pharmaceutical company focused on digital solutions, WeCancer developed the CECI app, allowing patients to receive day-to-day support, share how they are feeling, and stay connected with a specialized care team.
However, even with a well-designed app, WeCancer faced significant challenges in reaching all patients who needed ongoing care and consistent follow-up.
However, even with a well-designed app, WeCancer faced significant challenges in reaching all patients who needed ongoing care and consistent follow-up.
"What sets WeCancer apart is our ability to balance digital scale with truly human care. While technology allows us to reach more patients, we remain deeply committed to personalized and compassionate clinical support."
Júlia Campos
Chief Operating Officer
Why an app alone wasn’t enough
Before Turn.io, communicating with patients came with major challenges, such as:
Technology resistance: older patients were less comfortable adopting new apps
Disabled notifications: many users had notifications turned off
Limited reach: especially in regions with lower digital access
Low response rates: for surveys and follow-ups
Even though the app was well designed older patients were naturally more hesitant to adopt new technologies, and many users disabled app notifications without realizing it.
WhatsApp became the missing link to better engage these patients and expand
WeCancer’s active user base.
WhatsApp became the missing link to better engage these patients and expand
WeCancer’s active user base.
But how to scale a human-centered model to reach more patients effectively?
The solution:
WhatsApp
as an extension
of care
as an extension
of care
The decision to expand care through WhatsApp was not immediate.
At first, there were serious concerns around data privacy and security, especially when dealing with sensitive health information from oncology patients.
At first, there were serious concerns around data privacy and security, especially when dealing with sensitive health information from oncology patients.
Supported by robust documentation, auditable workflows, and comprehensive security controls, WeCancer implemented WhatsApp as an optional, complementary channel to the CECI app, fully integrated into its platform through Turn.io.
How the Integration works
📱
Simple Sign-Up
Patients can register entirely through WhatsApp by scanning QR codes on digital or physical materials.
🎯
Automated Onboarding
During the first week, patients receive daily messages explaining the service, common symptoms, and the importance of ongoing monitoring.
📊
Symptom Reporting
Patients share how they are feeling directly on WhatsApp, triggering alerts for the clinical care team when needed.
💊
Medication and Appointment Reminders
Automated appointment confirmations, medication reminders, and post-infusion follow-ups.
📚
Health Education
Weekly educational content, care tips, and invitations to online events.
👥
Human-Centered Support
A balanced mix of smart automation and human support whenever personal care is required.
Full Flexibility: Patients can choose to use only the app, only WhatsApp, or both. WhatsApp started as a retention tool and evolved into a complete care channel, allowing WeCancer to support patients without requiring them to download an app.
"Patients are far more responsive on WhatsApp because it’s already part of their daily lives. Since they’re already there, engagement with our services comes much more naturally."
— Júlia, Chief Operating Officer at WeCancer
Overcoming Institutional resistance
One of the biggest challenges was not patient adoption, but institutional acceptance. Hospitals and clinics using WeCancer's solution initially had concerns around data privacy and compliance, even though WhatsApp was already being used informally in daily operations.
Today, 75% of WeCancer’s clients use WhatsApp as an official communication channel. The remaining 25% still have some formal concerns, but already end-up relying on WhatsApp in practice, with nurses and administrative staff sharing information directly with patients. WeCancer believes it's just a matter of time until they formalise the channel.
Today, 75% of WeCancer’s clients use WhatsApp as an official communication channel. The remaining 25% still have some formal concerns, but already end-up relying on WhatsApp in practice, with nurses and administrative staff sharing information directly with patients. WeCancer believes it's just a matter of time until they formalise the channel.
"WhatsApp is just a tool — LGPD is about process. Regardless of the communication channel, whether it’s WhatsApp, email, or phone calls, everything must be properly documented and secured to protect sensitive information" said Júlia.
The results:
Measurable impact across the Care Journey
Active patient base
active registrations
Missed appointments
reduction in no-shows
Global Response Rate
response rate
WhatsApp interactions
of total interactions are through WhatsApp
Business impact:
Scaling care without losing the Human Touch
At the heart of WeCancer’s approach is a simple belief: technology should expand care, not replace it. While many healthcare solutions prioritize automation and scale, WeCancer puts people first — using digital tools to deliver more personal, compassionate, and continuous care to every patient.
Reaching patients once out of reach
WeCancer is a company with a strong social impact. Reaching patients across Brazil, including those with limited access to technology, this is central to its purpose. WhatsApp helped democratize access to care.- Instant simplicity- no learning curve, patients already know how to use WhatsApp.
- Zero friction - the app is already installed and used daily.
- Digital inclusion - reaches patient profiles that are less digitally engaged.
- Better communication - voice notes, images, and videos make it easier to express symptoms and concerns.
Operational efficiency for Hospitals
Automating clinical workflows through WhatsApp delivered meaningful operational gains for partner institutions:- Automated appointments confirmations, reducing manual follow-ups.
- Automated post-infusion follow-up.
- Pre-surgical monitoring to support correct medication use.
- Weekly symptom check-ins that alert the care team.
- Digitizing the Real Brazil: WeCancer’s medical co-founder often shares the same question during talks across Brazil: " How many of you work in a hospital with an electronic medical record system? "
In most rooms, fewer than 30% of hands go up. WeCancer’s competition is not always another healthtech. More often, it’s the paper notebook, the bulletin board, and manual processes that still define daily care.
Implications for digital health in Brazil
WhatsApp as Essential Infrastructure
WeCancer’s experience shows that WhatsApp is more than just another communication channel — it is essential infrastructure for digital health in emerging markets.
Universal adoption: nearly all Brazilians use WhatsApp.- Cultural preference: rich and asynchronous communication feels natural.
- Accessibility: works on basic smartphones and limited data connections.
- Established trust: patients already rely on the channel for sensitive conversations.
From theory to practice
"I always tell our clients that they need to adapt to reality. There’s no value in a beautifully designed theoretical workflow if patients don’t engage in practice. In healthcare, the real challenge is engagement not technology."
Júlia Campos
Chief Opperations Director
