Quality criteria for the treatment of international patients in medical facilities worldwide Quality management in international patient services, health & medical tourism Dr. Claudia Mika, Founder & CEO 2016 by Temos International GmbH
Dr. Claudia Mika (PhD, Dr. oec.troph), German Founder & CEO Temos International High Potential Company Award 2011 (EU funded) Vice Chairwoman of the Diplomatic Council Healthcare Forum Judge for the International Medical Travel Awards 2014, 2015, 2016 Advisory Board of GHTC (Committees: quality, training, ethics) Consultant for private and governmental organizations (Turkish MoE, MoH, Cali and Medellin Chamber of Commerce) International experience Indonesia, Philippines, Thailand, Malaysia, Hongkong, China Croatia, Greece, Slovenia, Romania, Lithuania, Hungary, Albania, Cyprus, Austria Turkey, Jordan, Iran, UAE Brazil, Colombia
Temos: Trust effective medicine optimized services Aristotle (384 322 B.C): Quality is not an act, it is a habit.
Temos: neutral and independent certification body Temos: spin-off of a European research project Focus on the demands and requirements of patients who wish to get medical treatment overseas (medical tourism) OR need to get medical treatment abroad as business travelers, tourists or expatriates (tourism medicine). Accreditation standards tell you HOW to achieve the goal (by using given protocols) Certification standards/criteria tell you WHAT goals should be achieved (by own protocols or methods)
Temos International regional offices Regional offices: - Iran (Teheran) - Russia (Moscow) - Colombia (Medellin) - Greece, Cyprus (Athens) - Malaysia (Kuala Lumpur) - Hungary (Budapest) - Philippines (Manila) - Croatia, Slovenia (Zagreb) - China (Hong Kong) - Romania (Bucharest) - India (Delhi) - Spain, Portugal (Madrid) - Jordan, KSA (Amman) - Turkey (Istanbul) - Dubai, Oman, Qatar Temos Headquarters Temos Latin America Temos Spain/Portugal Temos Hellas Temos Hungary Temos Romania Temos Turkey Temos Aegean Temos Asia Pacific Temos Middle East November 2012: Temos International GmbH December 2014: 50 certificates 10 regional offices 5 certification programs December 2015: 60 certificates 12 regional offices 7 certification programs December 2016: 90 certificates 15 regional offices 7 certification programs
Temos regional offices and certified partners Temos offices (15) Temos certificates (65) in 15 countries 15 in application/preparation phase
Temos certification programs Quality in International Patient Care Excellence in Medical Tourism Quality in International Reproductive Care Quality in International Eye Care
Temos certification programs Quality in International Dental Care Quality in International Rehab Care Quality in Intern. Medical Travel Coordination
Why?
Tourism medicine process At home On-site Arrival Treatment Discharge Invoicing Travel preparation Travel Rehabilitation Post treatment Follow up Feedback, At home Preparation Pre-travel Travel On-site treatment Travel Post treatment Follow up
Medical tourism process Research Provision of docs Decision Pre-travel Travel At home On-site Arrival Treatment Discharge Invoicing Travel preparation Travel Rehabilitation Post treatment Follow up Feedback, At home Preparation Pre-travel Travel On-site treatment Travel Post treatment Follow up
Challenges in cross-border treatment Pre-/post-treatment and follow-up in different countries Cross-border exchange of (medical) information Legal aspects (liability, warranties, etc.) Culture sensitivity and language skills Ethical considerations Economic aspects Billing and accounting Staff qualification
Medical tourism process Not part of international accreditation systems At home On-site Part of international accreditation systems like JCI, QHA-Trent, ISO 9001, etc. Not part of international accreditation systems At home Preparation Pre-travel Travel On-site treatment Travel Post treatment Follow up
Temos certification approach: Is the treatment abroad adequate from the medical, quality and financial point of view? Does the international patient get adequate care (cultural and religious background)? Is the international patient safe in the hospital/clinic? Are pre- and post-treatment services assured?
Temos certification Complementary! Pre-condition: national/international accreditation (JCI, QHA- Trent, Accreditation Canada, etc.) Preparation Temos Quality Criteria Requirements Self evaluation questionnaire ( up to 1200 questions, 35 chapters, online) Onsite visit of 2-4 assessors (MD, QM, nursing, ) and validation/assessment (up to 530 questions) Report, approval by Medical Board
Closing the quality gap Hospital QMS Temos Demands of international patients
Top 10 reasons for quality improvements* Hygiene and cleaning 35 Maintenance of equipment 33 Infection prevention and control 28 Multilingual sign posting 24 Staff training (different areas) 22 Security and evacuation system 21 Medication handling incl. narcotics, HAM, LASAD 17 Fire and smoke detection 16 Emergency exit signs 15 Defibrillators 14 *Data from 38 Temos onsite visits/reports
Example: Hygiene and cleaning 35 SOP for hygiene and cleaning procedures missing 10 Hygienic conditions (e.g. in ambulance cars, in toilets, in kitchen) found inadequate 6 Label with lot and expiry date of cleaning/desinfecting 4 solution missing
Added values of independent certification including medical & non-clinical services Third party assessment between third party assessments Process optimization (before/during/after treatment abroad)! Increase of effectiveness: direct and indirect cost savings Increase of patient/staff safety, medical and service quality! Attention to worldwide danger of infection and prevention, e.g. by respective admission protocols for international patients
Added values of independent certification including medical & non-clinical services Assistance companies and (travel) health insurances! Preferred partner network: referral of patients Prevention/reduction of complaints and international lawsuits! Direct and indirect cost savings! Reputation (patients voice)
Cooperation
References Turkey Turkish Ministry of Economy Reimbursement program for Turkish hospitals who successfully pass the Temos Certification Program 50 % of the costs are reimbursed Turkish Ministry of Health Guideline International Patients Department Processes
- DC Preferred Partner Hospital 2016 - DC Preferred Partner Clinic 2016 - DC Preferred Medical Travel Coordinatior 2016 - Opportunity to contribute to UN program
Diplomatic Council 2016 Only for Temos certified partners
Cooperation with insurances/assistances No 1 in Germany No 1 in Turkey
(Planned) cooperation
Cooperation - CM: Advisory Board member - Quality - Training and education - Ethics committee
Temos Conference Hospitals, rehab centers, IVF centers, and dental clinics from 30 different countries Next Conference: 13 15 Nov 2016 Berlin Stakeholders from insurances, assistance companies, facilitators, foundations, associations, ministries, research, etc. www.temos-conference.com In cooperation with
Outcome: the aim a lucky and satisfied (international) patient
Outcome: the aim lucky and satisfied medical doctors and nurses
Outcome: the aim successful and profitable business
Thank you! www.temos-international.com, www.temos-conference.com