Medical Tourism - FICCI HEAL 2019Medical Tourism The Future of Healthcare Workforce: 2020 Iran...
Transcript of Medical Tourism - FICCI HEAL 2019Medical Tourism The Future of Healthcare Workforce: 2020 Iran...
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Medical Tourism
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The Future of Healthcare Workforce: 2020
PakistanIran 5Mn
2Mn
Turkey
-10Mn
China
-6Mn
Russia0Mn
Ireland
Israel0Mn
Iraq
2Mn
-1Mn
CzechRepublic
-17MnUS
-2 MnUK
-3 MnFrance-9 Mn Japan
-3 MnSpain
-3 MnGermany
47Mn
Young Indians will heal the ageing global citizens
Note:Potential surplus is calculated keeping the ratio of working population (age group 15 – 59) to total population constant;
Source:U.S. Census Bureau; BCG Analysis
19Mn 7
Mn
3Mn
5Mn
3Mn
IndiaBangladesh
PakistanIran
Brazil
Mexico
Philippines
5Mn
4MnVietnam
Mn
5Mn
Indonesia
1Mn
Malaysia
0Mn
4Mn
Egypt
-2 Mn
Italy
-0.5 Mn
Australia
-3 MnSpain
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Pressure on
revenue
• Payer payouts
frozenMarket size – USD 2.1tn
Rising costs
• Ageing
population
Outsourcing imperative: pressure on costs in USA
Initiative#2-MBPO
frozen
• Reduced
government
reimbursements
• Economic
downturn
Back Office USD 350 bn
Claims – 7 bn
• Shortage of
medical
professionals
• Increasing
pharma costs
US healthcare has to control
costs by outsourcing
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Cross border healthcare travel is a Megatrend
• Medical ‘outsourcing’ seen as a cost
containment solution in a financially
constrained world.
• Rise in chronic , age related and lifestyle
disease diseases
Medical TreatmenMedical TreatmenWellness retreatsCheck ups
disease diseases
• Recession will boost pressures on cost and
help medical tourism’s growth
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Africa
• Ethiopia
• Kenya
• Tanzania
Potential Markets
Middle East
� Iraq
� Libya
� Yemen
� Oman
� UAE
South Asia� Pakistan
� Bangladesh
� Nepal
� Mauritius
CIS� Uzbekistan
Western World
� UK
� Canada
•Social Insurance
Schemes under • Tanzania
• Uganda
• Sudan
• Libya
• Nigeria
• DRC
� UAE
� Sudan
� Uzbekistan
� Kazakhstan
Africa
Middle East
CIS
South Asia
UK
•Africas – Poor
infrastructure
• US - Costs
and Insurance
Premia
pressure
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• Standard of Hygiene, Risk of Infection
• Quality and Safety of care
l
Concerns of an International Patient considering to come to an Indian Hospital
• Language, Food and cultural barriers
• Follow up care and continuity of treatment after return to home country
• Cost Escalation
• Insurance Eligibility
• Fear of going to an unknown, unsafe country and associated hassles
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Setting up of a dedicated team provides all required services to make the patient’s stay comfortable
• Airport pick up and drop
• Coordinating all appointments for surgery, admissions, investigations
International Patient Rooms have been upgraded with :-
• Computer with High speed Internet
• Mobile phone for receiving calls directly
Initiatives taken to upgrade hospital services for Overseas patients from developed world
admissions, investigations before the patient arrives
• Foreign Languages Interpreter services
• Assistance for hotel, tourism bookings
• Mobile phone for receiving calls directly while at hospital
• Cable TV with DVD player
• Special Food menus for patient and companion
• Foreign newspapers, magazines and books library.
Patient rooms designed to
accommodate one companion with the
patient at no extra
cost
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Execution - Strategic Actions B2B
Relationship with Overseas Medical Community ,
Insurance and Corporate Groups
• Sponsor visits of partner hospitals, Insurance, Corportae
Groups for FAM tripsGroups for FAM trips
• Invite key doctors with referral potential to participate in
CMEs, conferences
• Short term clinical training modules for overseas doctors
• Leverage overseas presence
• Co-create value for consumer
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Execution - Strategic Actions B2C
Reaching out direct to potential patients
• Website & Internet promotions – SEO, SEM and SMM
• Ads in newspapers in target markets
• 24X7 Live Web-chat and Contact Centre• 24X7 Live Web-chat and Contact Centre
• CRM Software Implementation to efficiently handle
queries
• Participation in Trade Shows, Travel Marts
• Promotions with Airlines, Travel Trade
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Focus on few key
procedures
• Cardiology, Cardiac
Surgeries, Valve
replacement
• Orthopedics, Total Knee
and Hip Joint
Criteria
• Cold Elective Surgery –
Can be planned or
postponed
• High Value, High cost
differential
Strategic Approach for building profitable volumes.
and Hip Joint
Replacements, BHR
• Neuro surgery – Brain &
Spinal Surgery
• Minimal Access
Surgeries
• Bariatric Surgery
• Low continuity of care
post surgery
• Easy to package
• High degree of
Predictable outcomes
• High Demand potential
• Focus Factory approach
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Lead => Opportunity => Business Revenue
Queries Answered
Actual Patients arrivals
• Speed of Response
• Quality of Response
• Proactive & vigorous follow up by outbound calling
•Reduce turnaround time for answering patient queries.
• Demonstrate our quality, proactive, prompt attitude
even before they make a decision
•Overcome the diametrically opposite time zone
constraint
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24 X 7 CONTACT CENTRE
� Answer queries received from Websites, partners and on Toll Free Lines
� Outbound calls for follow up and answer all follow up and answer all possible concerns, Qs
� Help with documentation for Visa, Air tickets, fix all appointments
� Handhold the prospects and Update each transaction in CRM software
System driven , Scalable
Direct Marketing set up
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Hospital Intl. Info Center
Patients Medical Summary for opinion on course & cost of treatment
Doctors, Medical Institutions,
Government & Corporate Sponsors
Travel Trade
24 Hrs Call Center
• Visa
Assistance
• Travel
• Post
surgical
All patient queries
received by email or fax
are answered with in 4
hours
Proactively use of technology for the
benefit of international patients
CRM software for managing, tracking patient queries,
Toll Free
Inbound Travel Trade
Embassies, Consulates
TCC SoftwarePrinter
Scanner
Web Camera
InternetTSC Software
Printer
ScannerVideo ConferencingDevice
Expert medical opinion & cost estimate
•Airport Pick up, drop,
•Interpreter,
•Food of choice,
•Local Sightseeing
Tele-Medicine
Insurance Cos.
International Marketing
24 Hrs Call Center
surgical
follow-up24`X 7 Contact Center
Toll Free Help lines in US, Canada & UK and
Credit Card Payment Gateway on website
Travel Partners for Visa & Ticketing
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Imperative to leverage technology
for better response to potential patients.
� Online CRM software implementation for handling patient queries
� Digitise reports � Digitise reports for Case Management
� Toll Free Help lines
� Click to Call
� 24X7 Live WebChat
� Mass Mailing Software
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Brand Building & Marketing – Role of Internet
"When I took office, only high energy physicists had ever heard of what is called the
World Wide Web ... Now even my cat has it's own page."
- Bill Clinton
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PRWeb.com
express-press-release
Sanepr.com
1888pressrelease.com
pressbox.co.uk
free-press-release.com
i-newswire
clickpress.com
24-7pressrelease.com
przoom.com
openpr.com
www.mediasyndicate.com
Online PR to drive website traffic
www.mediasyndicate.com
www.pr9.net
www.prfocus.com.
www.healthnews-stat.com
www.free-press-release-center.info
www.prurgent.com
www.prleap.com
www.theopenpress.com
www.indiaprwire.com
www.free-aritcles-zone.com
www.prbuzz.com
www.1888articles.com:
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Hospital’s Channel on Youtube.com
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• International business – is of strategic importance as besides the revenues it
also elevates the brand across the globe. In that context our excellence in
execution / processes in terms of how we market ourselves, the speed &
quality of response, specialty & geography mix and how we continue to be
perceived as market leaders are vital.
TO SUM UP
• We must create a strong integrated front end for marketing which attract
international patients.
• There is a lot more we can do to use the power of the internet to reach out to
overseas patients and put in place a responsive Customer Relationship
Management programme.
• Segmenting the potential markets, focusing on our key specialties and
developing the overseas corporate referral business will take us to the next
level.