Benchmarking against the most successful providers – is this for you? Julie W. Munro Founder  Medical Travel and Health To...
The most established and successful hospital players in medical tourism  <ul><li>Bumrungrad International </li></ul><ul><l...
Advantages that set them apart and make them successful. Technology Business plan International services Experience  Outsi...
Features of “American style management” The good … Efficiency Sophisticated marketing and public relations Customer servic...
Features of “American style management” …  and the bad: Lack of empathy Patient as customer  Profit focus (short term) Ins...
<ul><li>Unique in Asia </li></ul><ul><li>American hospital management (Tenet Hospitals) </li></ul><ul><li>Strong support o...
<ul><li>ParkwayHealth   </li></ul><ul><li>National Healthcare Group ( www.nhg.com.sg  )  </li></ul><ul><ul><li>NHG Interna...
<ul><li>Clemenceau </li></ul><ul><li>Hospital </li></ul><ul><li>Beirut </li></ul>
<ul><li>Level 2 - The contenders / challengers </li></ul><ul><li>Wockhardt </li></ul><ul><li>Apollo </li></ul><ul><li>Netc...
<ul><li>Contenders have proved themselves: </li></ul><ul><li>Regional focus </li></ul><ul><li>Good governance </li></ul><u...
<ul><li>Level 3 - Newcomers </li></ul><ul><li>Some hospitals in Malaysia, Korea, Mexico, Turkey </li></ul><ul><li>See an o...
<ul><li>Myths believed by most contenders and newcomers </li></ul><ul><li>You are unique </li></ul><ul><li>You are a full-...
How do newcomers move up the ladder from being the new kid on the block to becoming a contender or challenger and one day ...
Medical Travel and Health Tourism Quality Alliance www.mtqua.org C.I.P.A. C.M.T.C. MTQuA Seal of Quality MTQuA Partner Med...
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Benchmarking Hospital Medical Travel and Health Tourism Services

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Creating an international patient division and marketing department does not guarantee success in attracting and keeping medical tourists. What does?

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Benchmarking Hospital Medical Travel and Health Tourism Services

  1. 1. Benchmarking against the most successful providers – is this for you? Julie W. Munro Founder Medical Travel and Health Tourism Quality Alliance MTQ U A mtqua.org
  2. 2. The most established and successful hospital players in medical tourism <ul><li>Bumrungrad International </li></ul><ul><li>Parkway </li></ul><ul><li>Clemenceau </li></ul><ul><li>Each have unique features that will be difficult to copy. </li></ul>
  3. 3. Advantages that set them apart and make them successful. Technology Business plan International services Experience Outside agents plus “ American managed” or “American associated”
  4. 4. Features of “American style management” The good … Efficiency Sophisticated marketing and public relations Customer service Entrepreneurial Understanding of American insurance Governance/ broad perspective
  5. 5. Features of “American style management” … and the bad: Lack of empathy Patient as customer Profit focus (short term) Insurance focus Attitude of entitlement
  6. 6. <ul><li>Unique in Asia </li></ul><ul><li>American hospital management (Tenet Hospitals) </li></ul><ul><li>Strong support of family owners and patriarch </li></ul><ul><li>Continuing investment in physical plant </li></ul><ul><li>Priority on international certification of physicians </li></ul><ul><li>Own network of “agents” and representatives (NOT facilitators) - 21 regional “offices” </li></ul><ul><li>Dedicated 24/7 inquiry department with 25 staff </li></ul><ul><li>Sophisticated use of public relations </li></ul>
  7. 7. <ul><li>ParkwayHealth </li></ul><ul><li>National Healthcare Group ( www.nhg.com.sg ) </li></ul><ul><ul><li>NHG International Patient Liaison Centre SingHealth ( www.singhealth.com.sg ) </li></ul></ul><ul><ul><li>SingHealth International Medical Service </li></ul></ul><ul><ul><li>SingHealth International Patients International Patient Service Centres Parkway Group Healthcare Medical Referral Centre </li></ul></ul><ul><ul><li>Raffles International Patients Centre </li></ul></ul><ul><ul><li>National Healthcare Group International Patient Liaison Centre </li></ul></ul><ul><ul><li>Singapore Health Services (SingHealth) International Medical Service </li></ul></ul><ul><ul><li>Pacific Healthcare International Medical Assistance Centre </li></ul></ul><ul><ul><li>Mount Alvernia International Patients Service Centre </li></ul></ul><ul><ul><li>Thomson Medical International Patient Centre </li></ul></ul>
  8. 8. <ul><li>Clemenceau </li></ul><ul><li>Hospital </li></ul><ul><li>Beirut </li></ul>
  9. 9. <ul><li>Level 2 - The contenders / challengers </li></ul><ul><li>Wockhardt </li></ul><ul><li>Apollo </li></ul><ul><li>Netcare </li></ul><ul><li>Acibadem </li></ul>
  10. 10. <ul><li>Contenders have proved themselves: </li></ul><ul><li>Regional focus </li></ul><ul><li>Good governance </li></ul><ul><li>Good outcomes </li></ul><ul><li>Believe they have something unique to bring to the table </li></ul><ul><li>See an opportunity </li></ul><ul><li>But: </li></ul><ul><li>Small marketing team </li></ul><ul><li>Little if any understanding of business or patient needs and systems beyond the region </li></ul>
  11. 11. <ul><li>Level 3 - Newcomers </li></ul><ul><li>Some hospitals in Malaysia, Korea, Mexico, Turkey </li></ul><ul><li>See an opportunity </li></ul><ul><li>Believe in themselves </li></ul><ul><li>Have financial resources – self and/or government - to commit </li></ul>
  12. 12. <ul><li>Myths believed by most contenders and newcomers </li></ul><ul><li>You are unique </li></ul><ul><li>You are a full-service corporation </li></ul><ul><li>Your patients are customers </li></ul><ul><li>You have a “field of dreams” – If we build it they will come </li></ul><ul><li>You can make it alone </li></ul>
  13. 13. How do newcomers move up the ladder from being the new kid on the block to becoming a contender or challenger and one day becoming a big player – if that’s even in the future? Register at www.mtqua.org to attend free web seminars on this and other topics sponsored by the Medical Travel Quality Alliance. For more information, email caroline@mt3radio.com  
  14. 14. Medical Travel and Health Tourism Quality Alliance www.mtqua.org C.I.P.A. C.M.T.C. MTQuA Seal of Quality MTQuA Partner Medical Travel Showcase
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