Handbook of Medical Tourism Program Development

Todd, Maria K.

The Medical Tourism Industry has a great but, as of yet, unrealized potential to transform the way global healthcare is delivered. After much press and many start ups, no one has yet developed the ideal system to connect patients and providers on a global basis. Perhaps, had her book been available earlier on, the Medical Travel Industry would look completely different today. Dr. Todd writes with much wit and grace and explains the elements required to succeed in this difficult but essential business. Following her suggestions and implementing her ideas are as important to Medical Tourism as following a detailed recipe is to cake making. In either situation, the end result can be very tasty or a disaster. My experience tells me there are many bad cooks in the Medical Tourism arena. Dr. Todd is the Chef’s Chef of this industry. To be a successful Medical Tourism cook, I recommend a short course in her kitchen!—Armando Baez, FLMI, General Manager – China, Global Benefits Group / "Insurance Without Borders"; Board Member - Self Insurance Institute of AmericaMaria crafted this hands-on guide from the lessons that she learned and her wide-ranging proficient experiences in both clinical and non-clinical aspects, from the view of a patient, a consumer, a health administrator, and a marketing person. This Handbook, therefore, demonstrates a concrete practical roadmap in developing true 'medical tourism health delivery systems' in the real-world that puts an emphasis on patient safety, quality, service, and accountability.—Chatree Duangnet, M.D., F.A.A.P., Chief Executive Officer, Bangkok Hospital Medical Center, Bangkok Dusit Medical Services, Plc., ThailandThe Handbook provides the reader with detailed information and practical tools on program development, all conveyed with the author’s unique wit. Ms. Todd shows that, if understood and implemented correctly, all stakeholders in international medical travel can have their cake and eat it too.—Margaret A. Bengzon, Group Head-Strategic Services, The Medical City (TMC), Pasig City, Philippines

• SECTION I PRODUCTD EFINITION , BUSINESS MODEL, AND -- STRATEGIC PLA N N IN G -- 1 Defining Medical Tourism and Its Stakeholders -- Global Outsourcing of Medical Care Is and Has Been an Industry for Decades -- Competing in the Global Marketplace, Even if It Is from the Rural United States -- 2 Defining Your Medical Tourism or Health Travel Business Model -- Market Survey -- Additional Product Applications -- Sources of Medical Tourism Referrals -- MBA School Mantra: Its Not the Results That Matter, Its the Interpretation of Those Results -- An Assortment of Business Models for Medical Tourism and Health Travel....................... 19 -- 3 Succeeding with Bundled Pricing for Medical Tourism -- Readiness for Bundled Pricing -- The Next Hurdle Has to Do with the Mechanics of Billing -- Research Is C rucial -- 4 Integrated Health Delivery Systems -- 5 Measuring the ROI of JCI Accreditation -- Introduction -- Lets First Address the Due Diligence -- The Difficulty Associated with Performing Due Diligence on International Hospital Accreditation through JC I -- Who Are the Facilitators and What Are Their Domain Competencies? -- Who Is JCI and What Is So Special about Their System over All Others? -- The “W hat” and “How” of International Hospital Accreditation Surveys -- Evaluating the ROI of JCI Branded Accreditation -- When a Hospital Advertises That It Is JCI Accredited, W hat Does That Mean to the Recipient of the Marketing Message, Really? -- Are You Using “JCI” as a Shorthand Reference to Imply You Render High- Quality and Safe Care? -- Does Your Audience Understand the Meaning of JCI or Another National or International Hospital Accreditation, What It Is and W hat It Isn’t? -- 6 Shaping and Managing Your Medical Tourism/Health Travel Product Offering -- Your Medical Tourism Product -- Product M ix -- Managing Medical Tourism Service Lines -- Product Line Analyses -- Calculate the Costs of Increasing Market Share -- ROI Analysis -- Back to Basics -- Conclusion -- 7 Planning and Conducting Familiarization Tours -- Time to Say “Goodbye” -- How to Sell Your Product to Insurers and Employers -- W hat’s the Game Changer Here for Sales Professionals? -- W hat Habits Do Sales and Marketing Representatives Need to Adopt? -- 8 Quality and Safety Transparency Two General Types of Medical Tourism Groups and Venues That Shape Quality Initiatives -- Medical Tourism Groups -- Medical Tourism Venues -- General Medical Tourism Flow (Domestic and International) -- Risk Assessments within the Medical Tourism Flow Identify Quality Gaps -- Importance of Transparency in Managing Risks -- Importance of Market Transparency in International Medical Tourism -- Quality and Safety Transparency -- Accreditation -- Patient Safety -- Quality Tools to Promote Transparency -- Risks and Rewards of Medical Tourism -- Measuring Outcomes -- Movement to Standard Best Practices -- 9 Risk Management and Liability Mitigation in the Medical Travel Industry -- 10 Introduce Your Program to the Media1 S -- SECTION II COLLABORATION WITH OTHER PARTS OF THE MEDICAL TOURISM /HEALTH TRAVEL SUPPLY CHAIN -- 11 Working with Case Managers -- 1 2 The Comprehensive Role and Functions of a Medical Tourism Facilitator -- Tools of the Trade -- Job Description -- Technology -- Workflows -- Computer System Life Cycles -- System Design -- Project Planning -- Risk Management and Malpractice Protection -- Standards of Care -- Evidence-Based Medicine -- Documentation -- Deep Pockets and Malpractice Coverage -- 13 Privacy and Data Security Concerns in Medical Tourism and Health Travel -- The Basics -- First, an Anti-Virus Program Is Essential -- Next, Consider an Antimalware Application -- Firewalls -- Script Blockers -- Password Vaults -- Website Trust Applications -- Next, You Need to Consider VPN Options -- PCI Compliance -- 14 Implications of U.S. Medical Tourism Facilitator Bankruptcy -- Implications -- The Method of Payment: Has It Changed? -- Payment Variances, Partial Payments, or Payment in Full -- 15 Considerations in Working with Hotels -- Second-Tier City Considerations -- RevPAR—Watch Out for “Ancillary” Fees -- Keeping the Terms of the Negotiated Rates Are Key -- Pointers on How to Negotiate -- 16 Ultimate Customer Service: A Collaborative Effort -- Measure Customer Delight at the Organizational Level -- Measure Customer Delight at the Working Level -- A Humble Beginning and a Not So Delightful Experience -- Sizing and Prioritizing Client Delight Measurement -- Measuring a Key Aspect of Customer Delight: Response Time -- Tracking Client Delight in Real-Time: Social Media—Where the Magic Begins! -- Customer Experience Organization and Obstacles -- Voice of the Customer and Net Promoter: Actionable Business Intelligence -- Calculating Your NPS Score -- Customer Experience Competencies -- SECTION III NICHE MARKET OPPORTUNITIES -- 17 Medical Tourism Growth Potential for the United States -- 18 Medical Tourism Benefit Introduction for U.S. Health Insurance Plans -- Strategic Implications for International Providers -- Understand the Benefit Addition Process -- Health Insurance Company Benefit Design Due Diligence -- Cost-Benefit Analysis -- Concerns about Regulatory Compliance -- Education of the Brokers and Employers about the Benefit -- 19 Medical Tourism for U.S. Employer-Sponsored Health Benefit ERISA Plans -- Wrap SPD Document Requirements -- 20 Health Travel Conceptual Challenges for ERISA Health Benefit Plan Managers -- Did This Just Happen Overnight? -- How Did We Get Here? -- The Advent of the HMO (1973) -- Preferred Provider Organizations (PPOs) (1982) -- Self-Funded Employer-Sponsored Health Benefit Plans and ERISA (1974) -- Limited Expense Reimbursement and Healthcare Reimbursement -- Arrangements (HRAs) (2003) -- Innovative Coverage Options -- Point-of-Service Plans (POS) -- Exclusive Provider Organizations (EPO) -- Designated Medical Provider Programs -- Indemnity Insurance -- Multinational ERISA Employers with Self-Funded Health Benefit Plans -- Regulatory Compliance and Expatriate Benefit Management -- Health and Group Benefits for Expatriates -- Health and Group Benefits for Domestic Employees -- The Devil Is in the Details -- 21 U.S. Retiree Health and the Challenges of GASB 45 Regulations -- Global Health Benefit Options as a Viable Alternative -- SECTION IV WELLNESS AND MEDICAL TOURISM -- 22 Wellness and Medical Tourism -- Idiomatic Challenges of Terminology, Culture, and History -- Understanding Employer-Sponsored Wellness Initiatives in the United States -- Health Screening Services -- Training and Education -- Online Health Management -- Onsite or Nearby Fitness Center Memberships -- Incentive Programs -- Activity Promotions -- Encouraging Participation -- Examples of Programs -- Marketing Medical Tourism Wellness Offers -- Conclusion -- Make It Happen -- Recommended Reading -- Appendix 1: Mercury Healthcare Advisory Group—Business Model Development -- Worksheet -- Key Partners -- Value Propositions Supported by Key Activities and Resources -- Reduce These Thoughts to One Succinct Response -- Customer Relationships -- Customer Relationship Management and Key Performance Indicators -- Cost Management and Cost Containment -- What Is Your Business Model? -- Pricing -- Appendix 2: Glossary of Wellness Treatment Terms -- Appendix 3: A Glossary of Spa Types -- Index.