The Importance and benefits of a customer service focused mindset in Medical Tourism

There is an abundance of online information for patients, and with any market that has become hyper competitive like medical tourism we are all having to go that much further to stand out from the group. Focusing time and resources to better improving performance in the levels and standards of customer service, will help to ensure prospective patients choose to use our services over those of our competitors. We have to do more for patients and the levels of such services provided has to go that extra mile daily. How we make the patient feel and how our customer service reflects our values and Business is the singularly most important and determining factor to increase and build patient confidence, booking rates, treatment acceptance, and patient satisfaction, it is the area that will differentiate the great from the mediocre.

I have seen the Importance of a strong, consistent and personable customer service attitude that strives to exceed the expectations of a prospective patient. The manner in which it is executed being just as important to the successful closure and treatment acceptance of a patient as the qualifications, experience and reputation of the specialists. Focusing on excelling in the service provided by a coordinator, Destination manager, or patient manager who bridges the gap between patient and healthcare provider cannot be underestimated in it’s importance and the impact is has to a successful MT business.

Educate, Inform and Assist.

What I have found in working with medical tourists is that while the many decision making factors for an elective surgery or procedure will and often varies, the most recurrent reason for patients choosing a specific clinic, hospital or doctor was to do with the level of customer service they encountered from the very beginning and rapport built with the patient coordinator. That first initial contact be it by email or a call was a principal part in the patients primary decision making, combined with prompt and professional information they received about their desired procedures and overall options. This stage allows the patient to learn about what to expect and what is available to them. It enables open dialogue about their goals, needs and answers questions, builds a trust with the business and is aimed to help cement the relationship and show a consistent level of excellent customer service.

Customer service does not end once the patient has booked, some clinics miss that and think that once a patient is entered into the system & schedule it is a foregone conclusion the patient will be there.

I see this as a time when the level of service has to be stepped up, Competitors could be trying to bribe your customers away with lower costs, promotions, the patient may get anxious or lose interest and want to postpone treatments, they may even read a less than glowing testimonial about the specialist they are booked to see. The standard of service they receive between the acceptance and arrival is a very delicate time and the importance of strong communication and customer handling is vital. 

Just because a customer booked does not mean they are booked! 

Arrival & Agreement 

This stage in the quality of information and service given is tested and where the patient is able to see if the information, promises and assistance provided prior to booking are what they seemed - Did the logistics work out as arranged, is the clinic up to the standard as promised, doctors communication as clear as stated along with the level of Experience and Qualifications, are final treatment costs on par with estimations given, any hidden extra charges not mentioned in the acceptance stage. Being honest in the service given and the ability to manage patients expectations realistically and correctly will do more good and prove to the patient you do what you have said, and confirm to them that their decision to choose your service was the correct one, thus builds trust and increases the likelihood of larger treatments being considered.

Procedure & Patience This stage is once the patient has began their treatments / procedure and can be a demanding and time consuming period as well as a sensitive time for the relationship between patient and the coordinator. Most Patients will be fine and glad to have finally finished, started or closer to their goals and desired results. But there can be a small percentage that tend to be more demanding on the services they require and amount of one on one time as often they can become susceptible to feeling somewhat helpless, they can be uncomfortable, in pain and upset, which is understandable. So a present and positive example of understanding and patience is necessary and beneficial for the patients recuperation with ease and fluidity of communication which reenforces the commitment to the patients well being and satisfaction.

Follow up and Felicitations

The importance of a timely and genuine follow-up for a patient can make the difference between a 5 star rating and a 3 star, and we all know 3 stars are not referral worthy. Showing a real interest and Involvement with the progress and results of the patient and their satisfaction is a key part in the ability to garner positive feedback and at a later time convert into reviews, testimonials and ultimately referrals. Assisting with answering post op questions and ensuring the continual after care program is completed as instructed to maximize positive results. A patient that truly feels and sees the effort given will be a highly valued source of positive Brand building and reputation validity. Giving a patient the continued care and commitment to excelling the customer service experience will in itself be a long term and worthwhile investment to any medical tourism provider.

These are just what I personally have found to be important aspects of working and trying to provide great customer service to my clients who are medical tourists, and which has in return provided me with continual patient referrals, positive feedback and Testimonials. 

Patients look and book with People who care 

Antony De Sousa 

[email protected]

+ 9981580976