Care provider perspectives on medical travel: A three-country study of destination hospitals

Garman, Andrew N.; Johnson, Tricia J.; Lynch, Elizabeth B.; Satjapot, Siriporn

doi:10.1080/07359683.2016.1131579

Cited by 8 publications

(11 citation statements)

References 9 publications

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“…Within ten years a nine fold increase in Russian inpatients from 1181 to 11.000 in 2013 was observed [1][2][3][4][5]. Medical treatment in Germany has always been seen as a special privilege and dates back to the famous Russian writers Turgenev and Dostojewski who searched for cure in Baden-Baden and Travemünde [6].…”

Section: Introductionmentioning

confidence: 99%

“…Earnings from foreign patients do not underlie annual budget constraints and may provide an advantage within a highly competitive hospital market. From a patient' perspective Germany offers a technologically advanced health care system with highly trained doctors, first class medical faculties and costs much below the same procedures in the US [1][2][3][4][5].…”

Section: Introductionmentioning

confidence: 99%

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Expectations of Russian Medical Tourists on German Health Care Services: A Kano Model-Based Analysis

Plehn¹,

Folkert²,

Meissner³

et al. 2016

J Tourism Hospit

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Introduction: Medical tourism is a steadily growing market in Germany and has a great value of economic interest. Although the majority of patients come from Russia, little information on the needs and expectations of this patient group exists.Methods: Based on the Kano model which is an established research tool for assessing customer's expectations in industry and healthcare, an online questionnaire was constructed. Based on literature review and an interview with a leading medical tourist agency 15 relevant service requirements were identified. Participant recruitment was accomplished via social media platforms and email invitation of Russian patients who have already received care in Germany. A typical stepwise analysis was performed after the Kano categories were derived for each requirement. As a supplementary aspect an analysis of the relative importance and satisfaction levels was performed.Results: 152 participants without (pn) and 38 with (pw) previous experiences in the German healthcare system completed the questionnaire. 9 requirements were categorized as a one-dimensional, 4 as an attractive and one each as a must-be and an indifferent attribute by pn-subjects. Almost all requirements which were classified as onedimensional by pn-subjects were classified as must-be attributes by pw-subjects. Conclusion:Typical one-dimensional attributes were related to services associated with the planning and travel process, typical attractive requirements were associated with additional support during hospital stay as a sophisticated room equipment and Russian-speaking staff. To maintain satisfaction must-be and attractive attributes have to be well controlled mainly by facilitating the travel process. Disproportional gains in satisfaction can be achieved by special offers during hospital stay.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Expectations of Russian Medical Tourists on German Health Care Services: A Kano Model-Based Analysis

Plehn¹,

Folkert²,

Meissner³

et al. 2016

J Tourism Hospit

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show abstract

“…Within their increasingly dyadic relationship, many patient complaints do not relate to the physician's skill set, but to ineffective communication leading to misunderstandings and decreased satisfaction from the service rendered. Most often, patients complain that physicians do not listen to them [87]. Patients want more information about their problem and treatment outcomes, more information on the side-effects of the treatment, and advice on what they can do for themselves.…”

Section: Discussionmentioning

confidence: 99%

“…Empathy, communication ease, friendship, trust, and commitment are all highly valued by patients. 'Problematic' physicians were more likely to be perceived as being unavailable and incapable of handling their patient's medical complaints [87], hence, the need for physicians to manage and synchronize their communication skills.…”

Section: Discussionmentioning

confidence: 99%

“…Medical tourists come to Israel for treatments that cost significantly less than in many other developed nations with the same quality level. Some seek relief for a variety of medical conditions at hospitals, treatment centers, and spas such as those located at the Dead Sea, a worldfamous therapeutic resort [87,88]. In a survey of 25 countries, the Medical Tourism Index (MTI) positioned Israel at the top, as the most prominent destination for medical tourism for services, care, and the finest patient experiences, and third overall as the best place for non-Israelis to get medical care.…”

Section: Data Collectionmentioning

confidence: 99%

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The patient–physician relationship: an account of the physician’s perspective

Berger

Bulmash

Drori

et al. 2020

Isr J Health Policy Res

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Background: The issue of patient-physician relationships in general, and particularly the trust of patients in their primary care physician has gained much interest in academia and with practitioners in recent years. Most research on this important topic, however, focused on how patients view the relationship and not how the physicians see it. This research strives to bridge this gap, with the resolution of leading to an improved appreciation of this multifaceted relationship. Methods: A survey of 328 actively practicing physicians from all four health maintenance organizations (HMOs) in Israel resulted in a hierarchical formation of components, indicating both the relative as well as absolute importance of each component in the formation of the patient-physician relationship. The sample conducted was a convenience one. Methodologically, we used two different complementary methods of analysis, with the primary emphasis on the Analytic Hierarchical Processing (AHP), a unique and advanced statistical method. Results: The results provide a detailed picture of physicians' attitudes toward the patient-physician relationship. Research indicates that physicians tend to consider the relationship with the patient in a rather pragmatic manner. To date, this attitude was mostly referred to intuitively, without the required rigorous investigation provided by this paper. Specifically, the results indicate that physicians tend to consider the relationship with the patient in a rather pragmatic manner. Namely, while fairness, reliability, devotion, and serviceability received high scores from physicians, social interaction, friendship, familial, as well as appreciation received the lowest scores, indicating low priority for warmth and sociability in the trust relationship from the physician's perspective. The results showed good consistency between the AHP results and the ANOVA comparable analyses. Conclusions: In contrast to patients who traditionally stress the importance of interpersonal skills, physicians stress the significance of the technical expertise and knowledge of health providers, emphasizing the role of competence and performance. Physicians evaluate the relationship on the basis of their ability to solve problems through devotion, serviceability, reliability, and trustworthiness and disregard the "softer" interpersonal aspects such as caring, appreciation, and empathy that have been found to be important to their patients. This illustrates a mismatch in the important components of relationship building that can lead to a loss of trust, satisfaction, and repeat purchase.

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Dealing with Discontinuity in Cancer Care Trajectories: Patients’ Solutions

Vermond

Habhoubi

Groot

et al. 2021

Patient

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Introduction Patients with cancer require specialized care from different care providers, challenging continuity of care in terms of information, relationships, and/or management. The recognition of discontinuity of care has led to different initiatives by the healthcare system over the years. Yet, making use of the theory on boundary objects and brokers, this research explores the active role of patients themselves in resolving discontinuity along their care trajectories. Methods Semi-structured interviews were conducted with 33 patients to unravel the discontinuities that they experience and their attempts to resolve these. Interview data were analyzed using directed-content analysis informed by concepts from boundary crossing literature (i.e., data were searched for potential boundary objects and brokers). Results To re-establish continuity of care, patients actively use the objects and people provided by the healthcare system when these meet their needs. Patients also introduce own objects and people into the care trajectory. As such, information and management discontinuity can typically be resolved. Relational continuity appears to be more difficult to resolve, in some cases leaving patients to take drastic measures, such as changing care providers. Discussion The use of boundary crossing theory in improving care from a patient perspective is relatively novel. When patients and providers together address the objects and people that support establishing continuity of care, a continuous care process may be encouraged. We advocate an integrated approach, rather than provider or healthcare system initiatives exclusively, to patient care and continuity.Debbie Vermond and Souad el Habhoubi were shared first authorship.

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Care provider perspectives on medical travel: A three-country study of destination hospitals

Cited by 8 publications

References 9 publications

Expectations of Russian Medical Tourists on German Health Care Services: A Kano Model-Based Analysis

Expectations of Russian Medical Tourists on German Health Care Services: A Kano Model-Based Analysis

The patient–physician relationship: an account of the physician’s perspective

Dealing with Discontinuity in Cancer Care Trajectories: Patients’ Solutions

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