4 Steps to Creating a Favorable Experience for Medical Tourists

Medical tourists experience your hospital or business brand in numerous ways: treatment, doctor consultation, pricing, physical setting, website, marketing, sales personnel, and more. Each of these contacts or touchpoints molds the medical tourist’s impression of your brand.

1. Identify Patient Touch Points

Each individual step in your administrative and managerial processes contains a number of touchpoints when the patient comes in contact with your brand – and your promise..

Walk through these processes. Walk through the marketing process, the treatment and the operating room processes. Create a simple touchpoint map that defines your patients’ interactions with your brand.

2. Determine the Most Influential Touch Points for Medical Tourists

All touchpoints are not created equal. Some will naturally play a larger role in determining your organization’s overall patient experience.

For example, if your specialty is orthopedic treatment, the patient’s rehabilitation program is more important than a comfortable lounge. Both are touchpoints, but each has a different effect on the patient experience.

3. Design the Great Patient Experience

Once you have completed these two steps, you should be able to plan the optimal medical tourist experience at your hospital.

GREAT EVERY TIME, a MTQUA Best Practices in Medical Tourism Report, can guide you in delivering excellent patient experience by managing critical touchpoints in medical tourism and help you create the best medical tourism experience for your patients.

4. Align the Organization to Consistently Deliver the Optimal Experience

A holistic approach to aligning your organization to consistently deliver the optimal experience is essential. Identify the people, processes, and tools that drive each key touchpoint.

Look beyond the doctors and administrative staff that have direct contact with your patients. The impacts of nurses who provide care on the ward, and behind-the-scenes employees like food service, cleaners and orderlies may be less obvious but no less important.

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