How do you define and determine what policies processes and procedures are used in your international patient services department?

I am interested to know how the policies, procedures and processes are developed within an International Patient Services department. How do we know what are best practices? Where is the best place to obtain information on best practices?

If a hospital decides to offer and market international patient services, where do they find qualified staff? What determines that the staff member knows the industries “best practices”?

I know that this is a lot of questions, but can anyone provide me the answers?

In addition how does a prospective patient know what the hospitals international patient services department is using in providing the best patient outcomes?

Anyone who works in a international patient services department are welcome to assist me in finding the answers. Your participation is welcome.

The answer is you need to do both.  Building your business network in person and online is crucial to succeed in this fast growing industry.

 Networking in person is simply more personal, since you have the opportunity to meet the person, not the profile. People you meet in person are more likely to stand out in your memory. Industry events, also offer the chance to meet people at all levels in your industry in order to ask each other questions, share experiences and develop business partnerships, especially when it comes to a global industry like this one.The truth is nothing beats personal contact and conversations.

The big buzz in medical tourism conferences and events is attendee networking. For example, the 5^th World Medical Tourism and Global Healthcare Congress hosts thousands of attendees, so the networking challenge is….. how do attendees connect with other attendees to maximize their time at the event?

You need to start networking before you even go to the event. It’s important to know who your fellow attendees will be and what their business, or expertise is. In particular, take the time to meet the speakers at the conference. They are the industry influencers who can help you get better connected in your targeted industry, or who may even be able to share ideas with you or give you valuable advice.

Meeting someone in person means you have one more person to network with online. Once you’ve made that connection, you can continue it online or personally as you will.

Take action. Network online. Network at industry conferences. You never know where the next great connection will happen for you.

The 5^th World Medical Tourism & Global Healthcare Congress will open its networking platform and mobile app for all attendees on August 1^st.  All participants will be able to connect and preschedule meetings before and during the event.  Follow these recommendations and your networking experience will be a complete success! To attend the Congress register at: http://www.medicaltourismcongress.com/en/registration.html

In April the Medical Tourism Association™ (MTA) traveled to Los Angeles for the annual International Pow Wow, which brings in more than 1,000 U.S. travel organizations and 1,200 international and domestic travel buyers from more than 70 countries all for the purpose of generating revenue in the future from USA travel.  The MTA has been working with tourism boards, travel agents, hotels and others from all around the world to assist in making the connection between tourism and healthcare. Inbound medical tourism to the U.S. is becoming more of a focus for the MTA and those that are interested in increasing patients and tourism revenue in their area. This event marked the launch of the first global marketing campaign to attract international travelers to the U.S.

Brand USA was established by the Travel Promotion Act in 2010 which was passed as a way to start the nation’s first global marketing effort to promote the U.S. as a premier travel destination and communicate U.S. entry/exit policies and procedures.  The Act established a public-private partnership between the travel industry and the U.S. government in efforts to drive job creation and spur economic growth.

“Our goal is nothing short of rekindling the world’s love affair with the USA- the place, the spirit and the dream,” said Jim Evans, CEO of Brand USA at a press conference hosted by the Pow Wow. “We want to spread America’s message of welcome around the world and invite travelers to experience the limitless possibilities the United States has to offer.”

This is the first time the since the USA was founded that the country has had a nationally coordinated effort dedicated to inviting tourists to visit.

“Visit USA associations and committees did a great job of doing what they could to attract visitors, but they are a membership organization so their funding was somewhat limited,” said Chris Perkins, CMO for Brand USA in an interview with the MTA.  “Now we can collaborate with them and the industry to have a clear and consistent message.”

One of their first calls-to-action as a way to spread the word was to develop an anthem. Rosanne Cash, daughter of American music legend Johnny Cash, composed an original song titled “Land of Dreams.” As part of its marketing efforts Brand USA will extend invitations to musical artists from around the world to come and perform their music in their favorite U.S. cites as well as profiling their trips and favorite things about the USA online and through social media. The anthem is available at DiscoverAmerica.com.

“It’s about having an integrated campaign; the anthem is just a part of it. We will be doing trade shows, FAM Tours and have special promotions in key markets,” said Perkins.

One of their main initiatives is the USA All Access, which is a syndicated television series where the original content will be created by notable people from all over the world sharing experiences of their favorite places to go in the U.S.

They have an advertising campaign that launched May 1^st in the United Kingdom, Japan and Canada which will last for three months followed by advertising in Brazil and South Korea. This advertising will take place on television, billboards, print ads, and a huge social media presence.

Since inbound medical tourism is developing more and more attention, this national marketing effort can only benefit this niche industry. This is the perfect opportunity for medical facilities in the U.S. to take every step in branding themselves as leaders in U.S. healthcare. The MTA’s Destination Guide Series would be helpful in doing this as it is a comprehensive guide geared towards consumers, showcasing all the tourism and healthcare aspects of an area. This guide could help in getting one step ahead of others; it would show that a hospital or hotel is capable of handling international patients and tourists.

As of right now, Brand USA has no plans in place to market to people searching for medical care in the U.S.

“It is something that we have plans for the future to do, but we had to start first with the biggest market which is leisure travel, that said we believe even the brand advertising will put us on the map in a way that it hasn’t before,” said Perkins. “ Hopefully we will collaborate with medical tourism industry partners to help shine a light on what they already do in order  to promote that very unique kind of offering. “

With medical professionals trained in the United States and cosmetic treatments offered at a fraction of the cost, Taiwan is one of the world’s fastest-growing medical tourism destinations. Taiwan’s healthcare system, which has been rated among the best in the world, has professional medical teams and state-of-the-art technology ideally suited to treat international patients.

Taiwan External Trade Development Council (TAITRA) will be a silver sponsor at the 5th World Medical & Global Healthcare Congress, which will take place on the beach in Ft. Lauderdale/Miami Ocotber 24-26th. The participation in this  Congress is part of TAITRA’s strategy to promote Taiwan as a medical tourism destination.

Founded in 1970 to help promote foreign trade, the Taiwan External Trade Development Council (TAITRA) is the foremost non-profit trade promotion organization in Taiwan.  Jointly sponsored by the government, industry associations, and several commercial organizations, TAITRA assists Taiwan businesses and manufacturers with reinforcing their international competitiveness and in coping with the challenges they face in foreign markets.

The Council  boasts a well-coordinated trade promotion and information network of over 600 trained specialists stationed throughout its Taipei headquarters, four local branch offices in Hsinchu, Taichung, Tainan and Kaohsiung, and over 48 overseas branch offices worldwide. Together with its sister organizations, Far East Trade Services, Inc. (FETS) and Taipei World Trade Center (TWTC), TAITRA has created a wealth of trade opportunities through effective promotion strategies.

 Taiwan External Trade Development Council provides the following services :

• Overseas Market Development
• Strategic Marketing
• Service Trade Promotion
• International Trade Exhibitions
• Trade Exhibition Services
• Convention Services
• Online Sourcing Services
• International Trade Information Services
• Trade Personnel Training & Education

For more information visit: http://www.taitra.com.tw/about_02.asp

The Medical Tourism Associaton provides International Patient Services Certification (IPSC)™

This certification provides your hospital with the increased knowledge in providing the best patient experience through specific processes, procedures, transparency and quality. In looking through the eyes of the international patient, a hospital can start to see its services in a different perspective. In knowing what fears, anticipated services and quality a international patient is expecting, a hospital can provide or improve their existing international patient services department. Having all international patients provide the hospital with a summary of their visit and information on what they liked or disliked can provide the hospital with valuable information in providing and improving international patient services.

What does a patient gain from your IPS Certification? They understand that in addition to an international accreditation like JCI, your hospital has invested time and has  a specific interest in making their International Patient Services department the best it can be, insuring positive patient outcomes. Today more employers, insurance companies and consumers are looking for ways to determine who will best meet their needs. Ask yourself, what are we as a hospital doing to let our prospective international patients know we have gone the extra mile in the development or improvement of our international patient services?

That is the question that Fred Lee answers in his best-selling healthcare management book, If Disney Ran Your Hospital; 9 ½ Things You Would Do Differently.  Using examples from his work with Disney and as a senior-level hospital executive, he challenges the assumptions that have defined customer service in healthcare. You might be asking yourself, “What do Disney and hospitals have in common???” Mr. Lee asserts that both provide an “experience,” not just a service.  In the same way that Disney can earn the trust and loyalty of their guests and employees, so can hospitals!

The Medical Tourism Association™ is thrilled that Mr. Lee has agreed to explain the 9 1/2 principles that are key to enhancing both the experience of the patients and the hospital’s employees at the 5^th World Medical Tourism and Global Healthcare Congress that will take place this year in Ft. Lauderdale/Miami, Florida.  With his guidance, any hospital team can gain the extraordinary competitive advantage that comes from being seen as “the best” by their own employees, consumers, and community.  Attendees will have two opportunities to hear him present—-an in-depth workshop on Wednesday, October 24^th or a shorter overview on Thursday, October 25^th. Either presentation will be an invaluable opportunity to learn how to bring your healthcare services to a whole new level of excellence.

According to a 2009 Healthcare Advisory Board report, patient satisfaction scores have been stuck at about 82% for the past 10 years!  If hospitals simply continue their same approach they will certainly never be able to break past this ceiling especially with international patients.  Any hospital treating international patients should pay extra attention to patient satisfaction and always continue to strive for better results in order to stay competitive.

Although it is not considered odd for the public to want to look like their favorite actor or celebrity, due to globalization, it seems like there is an increasing number of people are requesting to look like a difference ethnicity.

In an article found in a popular Turkish online newspaper, Dr. Ibrahim Oskui states that he has had an increase in patients traveling from Iran, Bulgaria, Iraq, and Arab countries specifically so they can look like an actor from their favorite Turkish television show. Turkish television reaches many bordering countries and many people from the Middle East are taking extreme measures to look like those actors they see on their screen weekly.

This is not a new discovery; I personally noticed this trend many years ago. While I was watching a television series on plastic surgery, one patient really caught my attention. She was a young Asian-American woman who wanted to have eyelid surgery to create a crease on her eyelid so her eyes would look more open. She mentioned that it’s a common procedure to have in the Asian community since most do not have a crease naturally. She defended herself and said her reason for surgery was not to look “more Caucasian”, but thought the additional feature would improve her overall beauty.

Then there is the infamously titled procedure “The Brazilian Butt Lift” to also consider. Lately, more and more women are using implants to enhance their rear end rather than just their chest. Typically a larger rear is found in exotic, ethnic woman such as those from countries in South American. Now, a somewhat exclusive feature is available for all ethnics to attribute by the means of plastic surgery.

Does this mean that eventually strong ethnic features that set us apart will become obsolete? It seems that as each year goes by, features thought of as beautiful are becoming more standardized than “in the eyes of the beholder” and plastic surgery is becoming the key to unlock this universal beauty.

The Medical Tourism Association announces the Hotels Bridging Healthcare Conference held at the Grand Resort Bad Ragaz in Switzerland on June 16^th-19^th, 2012. This event will be hosted by the University of Delaware, featuring the hotel industry, wellness and medical tourism entrepreneurship.

This event will bring in the leading medical tourism experts from Mayo Clinic, Johns Hopkins, and Thomas Jefferson University Hospitals, as well as The Grand Resort Bad Ragaz, Medical Tourism Association™, and University of Delaware to meet, identify and address global trends in medical and wellness tourism. This conference will present a distinctive model on how effectively hotels and hospitals could strategically connect, share experiences, and provide quality services to patients, their families and guests.

To register and for details please visit:
http://www.lerner.udel.edu/departments/hrim/h2hconference

Please note a special rate for members and friends of Medical Tourism Association™.

We would like to extend a special invitation to employers, insurance companies, governments and insurance agents who send patients overseas or are interested in doing and wish to attend the 5th Word Medical Tourism & Global Healthcare Congress.

The event is the largest international networking and educational platform in the world where you will meet the decision makers in the industry to network, build strong relationships and increase the ROI for your organization.    

 Benefits from attending the Congress     

•  Gain full access to all sessions and workshops
  Learn from our renowned speakers the best practices in different areas of medical tourism and global healthcare by attending dozens of hours of educational sessions including keynote presentations, discussion panels and workshops which will address ways to lower healthcare costs effectively while improving quality for your organization.

• Get access to the exhibit hall with up to 140 sponsors and exhibitors. Access the list of 2011 sponsors

• Enjoy coffee breaks, lunches and cocktail receptions
  Network with existing contacts and grow your business opportunities.

• Increase your networking opportunities through our improved networking software and mobile app
  Network months before the Congress with the top healthcare providers from around the world and schedule one-on-one meetings with the decision makers you want to do business with.

We are looking forward to seeing you in South Florida!

For more information regarding the Buyers VIP Program or for general Medical Tourism Congress inquiries please contact:

Cristina Cardona

Global Congress Manager 

Cristina@medicaltourismcongress.com  

Recently, I had the opportunity to travel to a couple of conferences that were not directly related to medical tourism. Upon introducing myself and the Medical Tourism Association™ (MTA), the listeners interest was immediately sparked.  Most of these were either in the hospitality industry, a tourism board or even a translation service…I did not put a limit on the companies I was trying to attract. Some had never heard of it, others kind of knew what it was and some had even thought about implementing this as a new target market. The overall response I received was “how so I get involved in this industry on a smaller scale, in order to find out if it would work for my company?” Companies new to the industry are just looking to get more information and do some networking. At the office we receive several calls a month from people wanting to work in medical tourism but have no idea where to start. I’m sure that most people in this industry get similar inquiries…the MTA is the perfect platform for people to discover the ins and outs of this niche market.  Here are some things the MTA can offer for all the newcomers wanting to tap into this versatile and limitless industry.

Step 1 – Research

The MTA has books and magazines dedicated to educating readers with the most up to date information in the industry. Reading through some of this information could give you some insight on how you could become involved. I’ve given a few examples below.

This article provides a quick overview of the terms and markets for medical tourism.

This article gives an example how a company involved in the travel industry could implement this concept.

Many hospitals and clinics have or should have international patient departments in order to cater to the needs of a foreign patient, this article gives an example of why this is so vital to the success of the industry…it also serves as an example of another important market in this industry…language translation.

For more detailed information on these topics you can purchase the books written by the president of the MTA…an expert in medical tourism. 

Step 2 – Start networking and asking questions

The MTA has its own social network, Medical Tourism City…you can join this network and become connected to other experts and members of our association, find out what is going on and how others are actively participating.

Step 3 – Keep learning and networking!

The World Medical Tourism & Global Healthcare Congress is the best way to maximize on knowledge and networking. It will also give you a chance to see just how huge this industry is. The Congress brings in around 2000 people from 87 different countries, including Ministers of Health, hospitals, doctors, buyers of healthcare, tourism boards, insurance companies and others. We invite experts to share best practices and case studies for the medical tourism industry.  The Congress also features advanced networking software which allows you to schedule one on one networking meetings, this is your opportunity to see who is coming and meet with them face to face to get all the information you need or a new possible business opportunity.  Take a look at our agenda to see the sessions and speakers for the 2012 Congress in South Florida.  Also, if you register before July 1^st you save $500 on the registration fee.

There are so many ways the MTA could assist you in becoming part of the medical tourism industry…please contact us if you or someone you know needs help in getting started!

Olivia@MedicalTourismAssociation.com