Medical Tourist proccess flow

Medical Tourism patient’s proccess flow  had been explained in USAID Jordan Medical Tourism report.

Typically, a medical tourist admission or treatment follows the following pathway, where the purely “medical” steps are highlighted in bold:

Step 1: Patient referred (either by self, a Facilitator, a Third Party Administrator, or other)

1. Procedure identified 2. Hospital and doctor/specialist selected 3. Define transition of care (with home and target physician) 4. Payment coordinated 5. Legal issues and waivers discussed and signed off 6. Clinical background provided (MEDICAL) 7. Comorbid conditions identified, medications discussed, potential complications outlined and reviewed (MEDICAL) 8. Source country issues explained and resolved (i.e., visa, who will meet you, hotel and emergency contacts, etc.) 9. Travel arrangements including local concierge organized, “fit to fly” or “fit to travel” guidelines are met 10. Pre-admission testing completed and results relayed to hospital and doctor/specialist (MEDICAL) 11. Cost estimate provided, including method of payment 12. Process identified to inform if costs will exceed estimates

Step 2: Patient arrives and received treatment/procedure

1. Companion hotel and tours organized 2. Hospital procedure and follow up (MEDICAL) 3. Information on patient channeled through a hospital’s international department or a facilitator 4. Discharge planning begins (with patient and companion, if applicable) (MEDICAL)

Step 3: Patient discharged

1. Any rehabilitation or follow up organized 2. Claims/records organized for return flight 3. Payment coordinated  4. Follow up instructions provided to patient and companion (if applicable) 5. Specific instructions regarding common complications and conditions as well as information regarding signs and symptoms requiring immediate medical attention provided verbally as well as in writing (MEDICAL)

Step 4: Follow up and quality reporting

1. Locate a common portal where data on incoming patients can be organized and evaluated.  2. Input general demographics of the patient including: age, gender, source country, reason for seeking care abroad (provide a list of reasons including: non covered insurable event, cosmetic surgery, dental, cardiac, neurological, orthopedic, other), comorbid conditions, air transportation selected, and hotel selected 3. Query patient on hospital selected (provide a list of reasons including: reputation, facilitator or third party administrator, advertising, conference, home doctor, other) 4. Note the length of stay 5. Query patient before discharge from the hospital on general experience, get feedback on the process, the amenities, what worked and what could be improved upon 6. Follow up in seven days with the patient regarding quality of care, any complications, and if the patient has seen a home doctor since the procedure 7. Follow up in 30 days with the patient regarding quality of care, any complications, and if the patient has seen a home doctor since the procedure 8. Follow up annually with the patient regarding additional hospital services and conditions managed by the hospital

While the medical procedure is the most important quality event observed in the workflow, there are a significant number of tasks listed that are critical to a safe patient journey, and yet are not necessarily the responsibility of the hospital. Coordinating a patient visit is complex and the typical partners are “Facilitators” (external to the hospital, but sometimes located in the host country), and “international departments” (located and employed by the hosting hospital)


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