Handbook of Medical Tourism Program Development

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.