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Understanding & Improving the Patient Experience | A Medical Tourism Association Webinar

Understanding & Improving the Patient Experience | A Medical Tourism Association Webinar



In its first presentation the MTA took participants on a journey into international patient services as seen through the "Eyes of the Patient." This presentation provided valuable insight and ...

In its first presentation the MTA took participants on a journey into international patient services as seen through the "Eyes of the Patient." This presentation provided valuable insight and information on improving your processes and procedures as well as their impact on international patients. In addition we looked at the role and value of IPS certification (IPSC) in insuring positive patient outcomes and increasing your hospital's patient volume and revenue.

The webinar discussed at IPS certification, its value and the current demand from buyers of healthcare, insurance companies, benefit directors, employers and international patients seeking healthcare.



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  • Good Morning, Good Afternoon and Good evening, And thank you for joining the Medical Tourism Associations 1stwebinar in our series addressing International Patient Services This is the 1st in a series of webinars that will delve into the international patient services roll within medical tourism Industry. Today we will share information on understanding and improving the patient experience and the value of certification. My name is Mark Swirsky, I am the Director of Certification Programs for the Medical Tourism Association. Our presentation today will also ask a number of polling questions and we welcome your participation. Joining us today is Bill CookBill Cook has created one of the world’s top international patient programs at Hospital Clinica Biblica in Costa Rica, Bill is an internationally recognized authority on the international patient experience. And, over the past six years Bill and his team have coordinated off-shore care for over 2,500 patients. Bill is also a speaker and consultant, as well as co-author of two books:  Developing an International Patient Center,” and “The Medical Tourism Facilitator.”Good morning Bill, I would now like to turn the presentation over to Bill Cook,……..Bill – Please..
  • Thanks Bill for your great information and incite.AT THIS TIME WE WOULD LIKE YOU TO TAKE PART IN A POLL WE WELCOME YOUR PARTICIPATION. You know…The information Bill shared is critical when building a world class international patient services department. It is all these nuances that will ensuring great outcomes for your international patients, and will alsoincrease your international patient flow while increasing revenue to the hospital. Whether your Hospital is interested in building a International Patient Services Department, or looking to improve your existing services, IPSC Certification will provide your hospital with the best practices, processes and proceduresthat are required in providing international patients with a world class experience.
  • AT THIS TIME I WELCOME YOU TO TAKE PART IN OUR POLLING QUESTION.UPON COMPLETATION WE WILL PROVIDE RESULTSAll of us can easily recognize great service and have had great experiences in our lives! We all want that WOW factor in the things we do. Just like Hotels that try to achieve a 5 star statusAnd Restaurants’ that want an A rating.We all want to be number 1 in all we doEveryone in the service industry is striving to provide the best experience to our customers. In this day and age it’s no different for healthcare providers! So, What sets you apart?
  • IPSC Certification differentiates your hospital.Today there are thousands of hospitals around the world with JCI and National Accreditations. And It’s an important first step towards attracting patients. BILL WHAT HAS BEEN YOUR EXPEREIENCE? That’s right, now, buyers of healthcare are now looking beyond JCI Accreditation…they are looking for CertifiedInternational Patient Services, that provide safety and transparency. And continuum of care The Medical Tourism Association has an on going relationship with the Global Benefits Association, and we are hearing more and more from employers and insurance companies, that they are looking for ways to separate hospitals and find the ones have defined policies, procedures & processes.
  • Certification increases your hospitals visibility, The Medical Tourism Association has the bandwidth to let patients and buyers of healthcare know of your accomplishment! It also provides prospective patients with the assurance that your hospitals going to provide the best care and patient experience available.Higher Patient SatisfactionIncreased international patient flow Better outcomesAnd increased revenue.
  • The IPSC Certification and training program wasn’t created in a boardroom of healthcare IT professionals or healthcare consultants with no real world experience. It was built through many years and hours working with healthcare providers, facilitators, IPS staff, and the buyers of healthcare. It’s INDUSTRY CREATED, is INDUSTRY DRIVEN and INDUSTRY ADAPITABLE Why is this important to you, It’s important because at it’s CORE it was Built on real world experience. And nothing can replace experience.
  • Our IPSC Trainers are industry experts, they bring hands on experience in working with thousands of patients. And their currently working with hospitals and International Patients on a day by day basis. And meeting the expectations of those patients.
  • One of the unique differences in our certification program is that you will have the ability to BENCHMARK and compare your hospital’s progress and results to other hospitals regionally, nationally and internationally(not by name), And this is going to provide you with the information needed to identify the strengths and weaknesses in your international patient services program.And to make the necessary changes to be more competitive.
  • Let’s talk about accreditation, it’s a necessary part in providing great patient care and safety. Our program is specifically designed to address ONLY the international patient services department.And Just as hospitals have specialized healthcare services like cardiology or orthopedics, their International Patient Department must be specialized.
  • If your hospital has any of these accreditations that’s great, and the MTA strives to work with hospitals that understand the value of certification and accreditation. But again this is just a part in improving overall services.And you have to go that one extra step.
  • JCI and similar accreditations focus on medical quality and patient safety.These are very important to the hospital and patient’s well beingWhere as IPSC focuses on the standards, the services and the protocols that deliver a outstanding patient experience.
  • As I’ve mentioned,…..International patients require specific and specialized care from the moment they contact you to long after they arrive back home. So how often do you contact your international patients once they arrive home? Every 3 months, every 6 months or never.How do you insure repeat business?What makes that patient talk about your care, long after they are back home?You’ve got to ask these hard questions, and provide a solution.
  • Many of the hospitals I’ve worked with didn't take the time to developPatient surveys, and had no way of measuring satisfaction. So what is your hospital doing to ensure continued International Patient growth? How often are you reviewing your processes and procedures? You know, It takes consistent vigilanceCertification provides the protocols necessary in insuring these issues are not overlooked, or ignored.
  • POLLING - How do you express to the buyers of healthcare that you are the best choice for their clients? Once your certified, do you have the capability to promote your International Patient Services to a global Market?Having IPSC Certification assures prospective patients and buyers of healthcare that you have gone through a rigorous process in rising above the competition.
  • So how much money are you losing with each patient that doesn’t come to your hospital?Do you track them from the moment they contact you? How many end up using your services? Then ask, are you investing in your international patient department? What are you doing to improve or expand?Let’s put a dollar figure on it. $540,000.00
  • It is not hard to measure your hospitals potential for increased revenueHave you joined together with your countries tourism market?, Are you getting all the potential revenue available? Remembering that in addition to a GREAT certification program a strong marketing plan must be implemented in order to achieve optimal results.
  • You know, As the medical tourism market grows, consumers, insurance companies, facilitators, benefits directors and all buyers of healthcare are looking for quality and value from healthcare providersWith diverse populations around the world more people are excepting and seeking treatment in other countries and regions. You will be asked to quantify your care standards to international patients. It is through certification of your international services, you will be able to prove that you exceed these standards. You will be asked the simple question, What makes your services better? Your answer will be that you consistently strive to provide all patients with the best care available, and now that level of care isCertifiedby the voice and educator for the Medical Tourism Market.
  • The Medical Tourism Associations International Patient Services Certification program will assure that.
  • We would like to thank you for your time and interest today, We hope that you will join us again in 6 weeks for our second webinar taking a closer look at International Patient Services. Please feel free to send all questions to Mark@ Mta.Bill thank you again …Make it a great day.

Understanding & Improving the Patient Experience | A Medical Tourism Association Webinar Understanding & Improving the Patient Experience | A Medical Tourism Association Webinar Presentation Transcript

  • Medical Tourism Association INTERNATIONAL PATIENT SERVICES UNDERSTANDING AND IMPROVING THE PATIENT EXPERIENCE THE VALUE OF CERTIFICATIONMark Swirsky Bill CookDirector, Certification Programs Maria Segovia Training Program DirectorMark@MedicalTourismAssociation.com Trainer MTA Certify@MedicalTourismAssociation.com
  • Medical Tourism Association INTERNATIONAL PATIENT SERVICES UNDERSTANDING AND IMPROVING THE PATIENT EXPERIENCE THE VALUE OF CERTIFICATIONMark Swirsky Bill CookDirector, Certification Programs - MTA Training Program Director - MTAMark@MedicalTourismAssociation.com Certify@MedicalTourismAssociation.com
  • Your first step is to research several hospitals on theinternet. At some point you come across a hospitalthat offers the knee replacement procedure.
  • You send an email but nobody answers
  • You call, but the person on the other end doesnot speak your language
  • You arrive …. ?
  • Lodging?
  • Transportation
  • Urgencias
  • At admissions you are surprised to learn that you were supposed to bring your passport…which means you must return to your hotel to retrieve it.
  • You finally meet with your surgeon, only to discover that he speaks practically no english.
  • Back in admission you must use an interpreter to complete the hospital’s consent forms.
  • After surgery (which was a success), you spend twodays in a room with nurses who cannot properlycommunicate with you.
  • About to be discharged, you are told that the“procedure package” did not include the pre-opexams so you must pay…
  • You are taken to a hotel without patientfriendly facilities.
  • After returning home no one from thehospital contacts you to see if you are okay.
  • Successful procedureoutcomeBut the overall patientexperience was prettydismal
  • International OfficeThe patientexperience: Billing Patient ExperienceThe perception Hospital Nursing Patientpatients have oftheir interactions(direct or indirectly) Customer Servicewith your hospitaland outside sources. Marketing
  • Studies have shown that, for a patient, the effectiveness of the interaction with the health providers and coordinators—the experience—is equally important as the accuracy of the diagnosis, treatment and procedure.**”The Missing Key: Enhancing Care by Understanding Patients’ Emotions” Bob Stuart, MD and Bob Bichler, RN
  • Not familiar with your country, language, customs and culture Diagnosis or corroboration May be traveling on a of diagnosis must be limited budget performed remotelyMust travel from far away to International They are not familiar with access your services the medical travel process Patient
  • YES!If your frontline staff is not sensitive to yourpatient’s cultural background and religious traditions this can cause anxiety and communication issues
  • ?Understanding International Patient’s Needs, Wants and Expectations
  •  I’m afraid my friends and family might think I’m crazy for even thinking of traveling abroad for surgery. I’m afraid the doctor I choose might not be the best one or possibly even incompetent. I’m afraid the hospital or clinic I choose will not be up to U.S. quality standards. I’m afraid of privacy issues when transferring my medical records. I’m afraid the price I’m quoted may change. I’m afraid that the country I am traveling to may be unsafe.
  •  I’m afraid of medical complications or the possibility that my medical procedure could be botched. I’m afraid that I will have no legal recourse in a strange country. I’m afraid I will not be able to communicate with the doctor or hospital staff while I am at the hospital. I’m afraid I will not be able to communicate with my family while I’m gone. I’m afraid that the recovery hotel I stay at will be a dump. I’m afraid my local doctor might not be willing to treat me once I return home.
  • They get lost on your website.Your staff forgets to respond to their inquirypromptly.You forget to pick them up at the airport.They were overcharged at the hospital.They had a bad procedure outcome.
  • Quality of services vary across departments andcontact points.The patient did not feel communication wasoptimal during all phases of the patientmanagement process.Language issues occurred during certain stages ofthe international patient care process.Requests were not always addressed in a timelymanner.Lack of emotional connection with your hospitaland staff.
  • How do you know?A bad patient experience – even one – can havea negative impact on your patient volume.Do you survey every patient?Remember, bad news travles faster and fartherthan good news.
  • Highly satisfied patients drive more patients,thereby increasing your international patientvolume How many of your patients have returned for additional care?
  •  You must make it easy for international patients to contact You. You must eliminate language barriers. You must provide quick and relevant answers to their inquiries. You must implement new standards, protocols and services that cater to their needs, wants and expectations. You must achieve an emotional connection with prospects/patients from different cultural backgrounds to gain their trust.
  • You must understand thepatient’s needs, wantsand expectations…Then create a care pathdesigned specificallyfor international patients
  • Understand all the nuances an internationalpatient requires from first contact to well afterthe patient returns home.Confirm that all IPS staff members understandand implement consistency in policies,procedures and processes when working withinternational patients.Complete IPSC™ training and receivecertification of excellence in internationalpatient services.
  • An increasing numberof traveling patients areexpecting VIP treatmentthat will make them say―Wow!‖A mediocre experienceis simply not enoughanymore to generaterepeat patients orpatient referrals.
  • In short, IPSC™ Certification differentiates your hospitaland gives you a competitive edge.IPSC™ Certification let’s consumers, insurancecompanies employers and benefits directors know thatyour hospital has implemented specific protocols andpractices when providing care for international patients.Medical Tourism Association IPSC ™ Certification speaksvolumes in experience, education and the highest qualityand standards within the medical tourism industry.
  • These protocols and practices ensure the buyersof healthcare that a patient management systemexists ensuring a continuum of care,transparency, education and communication inorder to provide the best possible patientexperience.
  • IPSC™ was developed by theMedical Tourism Association™after six years of working withbuyers of healthcare, medicalcare providers and facilitators.It IS NOT a “fly-by-night”certification created by anorganization with no real globalhealthcare experience. It isindustry created, industrydriven, and industry adaptable.
  • Hospitals that are trained through IPSC™ willlearn best practices from industry experts whohave at least 15 years hands-on experiencemanaging international patient care.
  • One of the innovative aspectsof the certification program isit’s Research and Reportingcomponent.The MTA will compilecustomer stasfaction datafrom all IPSC™ certifiedhospitals and provide eachhospital with a benchmarkingreport annually.
  • Australian Canadian Council on Council onJCI ISO International Health Healthcare Services Standards AccreditationHealthcare Quality Management, Improvement and Patient Safety
  •  Quality management Quality assurance Clinical practice guidelines Infection control Medication management Preventing medical errors Medical staff credentials and competency Patient’s rights and education
  • IPSC, on the otherhand, evaluates thestandards, services andprotocols you have in placewithin your internationalpatient services departmentto deliver an outstandinginternational patientexperience.
  •  Are you tracking your international patients’ feedback? Do you know if there are weaknesses in your patient management process that are hurting your hospital’s image? Are you leveraging patient testimonials? How many international patients are turning into repeat customers or recommending friends and family? Is your international patient flow increasing along with the growth of medical tourism?
  • Companies are looking toimplement and incentivizemedical travel as a way to savehundreds of thousands ofdollars off their employeehealthcare costs.The key to these programsgaining acceptance and tractionat your hospital is throughcertification and providing aconsistently amazing patientexperience.
  • Is it three thousand dollars, four thousanddollars or even more? Multiply the lowerfigure by a conservative 15 internationalpatients per month and you are losing $540,000.00 USD a year!
  • Now, multiply that figure by 5 years without taking into account future growth or additional patient referrals In 5 Years you are losing $2,700,000 million dollars in revenue (a very conservative estimate!)* *For optimal results, it is important to combine international patient services with good marketing and branding
  •  Great international patient service departments generate happier patients, happy patients generate referrals and improve the hospitals reputation. Increased international patient flow, increases revenue. IPSC™ certification singles you out to buyers of healthcare letting them know you have gone above and beyond in providing an outstanding patient experience! Increased revenue allows you to serve your local population better.
  • Employers areTurning ToMedicalTourism As AHealth ChoiceFor Employees!Will TheyChoose You?
  • QUESTIONS?Mark Swirsky, Director Certification Programs mark@medicaltourismassociation.com 001-561-221-0147