Medical Tourism

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

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

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

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

• 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

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

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

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

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

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

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

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

Email

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

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

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

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:

Hospital’s Channel on Youtube.com

• 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.