The Patient Experience

Transcription

1 The Patient Experience

2 Through my company Medical Tours Costa Rica, our team has created one of the region s most successful international patient programs located in Costa Rica s Hospital Clinica Biblica. Over the last 5 years we have manged the coordination of care for nearly 2,000 North American patients (including approximately 700 Canadian patients).

3 My experience has been in Costa Rica, however

4 MEXICO HUNGARY MIDDLE EAST INDIA THAILAND SOUTH KOREA PANAMA TAIWAN COLOMBIA TURKEY SINGAPORE BRAZIL SOUTH AFRICA MALASIA

5 Some of the reasons for our success have been due to our:

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7 Most procedures can be scheduled in under 2 weeks

8 Depending on the particular procedure, patients can save from percent compared to prices in North America.

9 Surgery U.S. Price Costa Rica Price Knee replacement $45,000 $12,500 Hip replacement $50,000 $13,000 Gastric sleeve $17,000 $11,500 Gastric bypass $22,000 $12,500 Dental implants $2,000 $800 Full mouth restoration $55,000 $21,000 Dental crowns $1,500 $400

10 However, the real reason for our success, and the reason other destinations have become successful: Is our ability to continually ensure an outstanding international patient experience.

11 What are the key elements of a great international patient experience?

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13 1. High Quality Medical Facilities Aesthetics: The majority of hospitals used by international patients are high tech facilities that look as good or nicer than most Canadian or U.S. hospitals

14 High Quality Medical Facilities Aesthetics: Destinations such as India and Thailand, in particular, offer patients lavish hospital facilities reminiscent of a 5-star resort.

15 High Quality Medical Facilities

16 High Quality Medical Facilities

17 1. High Quality Medical Facilities Aesthetics: International patients constantly praise the cleanliness and orderliness of the facilities as well as their often sumptuous furnishings

18 1. High Quality Medical Facilities Quality: More importantly, many of these hospitals boast quality of care indicators as good or better than many North American hospitals

19 1. High Quality Medical Facilities Quality: International accreditation Low Complication rates Low Infection rates Low Mortality rates High Nurse to patient ratios Excellent Patient Satisfaction scores

20 1. High Quality Medical Facilities Quality: Many of the hospitals used by international patients have been accredited by the Joint Commission International, the international arm of JACHO, the same organization that accredites most U.S. hospitals

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22 2. A network of quality physicians for international patients

23 2. A network of physicians for international patients 1. When choosing physicians it takes more than an impressive CV: a) Impeccable track record on outcomes. b) Must speak the language of the patients you are targeting. c) Easily accessible and willing to lavish extra time and attention on foreign patients (Conference calls and s with patients).

24 Time and time again patients will tell us how pleasantly surprised they were with the amount of time they were able to spend with doctors in Costa Rica verses their counterparts in North America

25 3. An international patient department

26 The international patient department is the office that manages the entire international patient process from start to finish.

27 What are its main functions? Respond to patients, prospects and interested companies with relevant information Coordinate appointments and surgeries Arrange conference calls between patients and physicians Meet and brief patients when they arrive at the hospital Fast track the admission and pre-surgery process Accompany patients during their time at the hospital

28 What are its main functions? Provide concierge assistance with regards to visas, Passports, airlines, lodging, transportation, tours, shopping and banks Cooordinate communication between patient and family Resolve patient complaints Provide follow-up once the patient returns home

29 On average, patients stay in the country 7-14 days so the hospital experience is only a relatively small portion of their time abroad. The international department s job is too make sure that every phase of the patient s stay runs smoothly and that we are available at all times to anticipate, and if necessary, resolve potential problems.

30 We have found that the key to an outstanding patient experience is to go above and beyond on the small details and continually try to exceed our patients expectations.

31 This type of attention to detail usually results in happy patients returning home to tell their friends and family about their experience. This grassroots word of mouth advertising has been key to promoting this industry.

32 Below is an example of a typical testimonial: Results? Wonderful. Within an hour after coming out of the anesthesia Diane was speaking properly again (her speech had gone downhill over the last year), and within a few days her walking was vastly improved! We were treated at Hospital Clinica Biblica in San Jose, and we discovered quickly that, with all due respect to some Canadian hospitals, we may be the ones with third world hospitals. The place was antiseptically clean The medical staff was very warm and caring, their warm hugs and head rubs which were so appreciated by people who were in a different country for the first time and without too many familiars around. - Diane Baxter- Canada

33 What does a typical international patient experience look like?

34 Let s take a look at how a person might actually begin the medical tourism process Sam is a 50 year old retail store owner living in Canada. Over the past year he has suffered severe pain due to a knee injury in his youth. However, after visiting his GP he learns that he must wait eight months for an MRI and potentially two years in order to have a knee replacement procedure.

35 Let s take a look at how a person might actually begin the medical tourism process Through a friend Tom hears about medical tourism. An internet search brings up a hospital in Central America. After carefully researching the hospital and talking to doctors and former patients, his procedure is scheduled in under two weeks. His total expenses including round-trip air-fare and lodging? $13,350 dollars.

36 Patient contacts hospital directly or through a medical tourism facilitator

37 Patient receives information about the hospital, doctor and the procedure

38 Medical records are reviewed and a price is provided for the procedure

39 Conference call with overseas doctor is arranged

40 Surgery is scheduled

41 Patient receives detailed itinerary and information packages

42 Patient arrives at destination and is picked-up at the airport and transferred to hotel or recovery retreat

43 Patient and companion engage in tours and sightseeing

44 Patient arrives at the hospital and is welcomed by international department staff

45 A bilengual patient assistant accompanies patient to all appointments and tests (patient is fast-tracked)

46 Patient meets with surgeon

47 Patient undergoes procedure

48 Patient recovers in hospital while in touch by phone or internet with family

49 Patient is dicharged to a beautiful recovery retreat to recuperate

50 Patient visits with surgeon for post-surgery evaluation

51 Patient is taken to airport for departure flight

52 Hospital/doctor monitors patient recovery process

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