Healthcare needs a boost

India has to be more helpful and dedicated to attract foreign patients, who are drawn to
hospitals in South-East Asia, which provide facilities that conform to international
standards, says Ram Kumar

INDIA is poised to become a global health destination. The country’s revenue from medical tourism can surpass that of the IT sector. In fact these and many other statements in the media have created an unnecessary hype. No doubt medical tourism as a policy can be of immense benefit to boost Indian economy by increasing the FDI, employment opportunities and simultaneous
expansion of the tourism and aviation industries.

However, the environment required for the implementation of this policy is wanting in several areas, good hospitals notwithstanding. Clinical tourism is at a nascent stage in India. Clinical tourism denotes surgical/medical treatment in various specialities, namely cosmetic, eye, liposuction, orthopaedic surgeries, implants, hair grafting, dental correction, etc. But India is yet to put in place proper accreditations and synergies between hospitals and tour operators to promote this sector.

India has not yet matured into a responsible entrepreneur in the field of health tourism. While the country lacks resources and wherewithal to win tourists, our private hospitals are deeply commercialised.

India is still a new kid on the block in the field of health tourism. This is how I felt after visiting countries like Singapore, Malaysia and Thailand. Our total infrastructure, mindset and behaviour of our people are not conducive to big flow of tourists in
general and medical tourists
in particular.

Unless we add human element, tender mind, a soul-soothing touch, helpfulness and care, honesty of purpose and dedication, our services will not find favour with foreign tourists and patients. We need to provide assistance all along—from the arrival at the airport to the very end of their stay.

The country’s image of infections, congestions, agitations and mismanagement at every stage has also to undergo a sea change. Nobody will like to be cheated, misbehaved or feel "lost" in a foreign country like India. The ever-increasing number of rapes of foreign tourists will scare away just any one. A personal assistant is a must to accompany the patient to all of his medical/tourism/social appointments. As of now, only a few foreigners come to India for their surgeries, dental healthcare and other medical needs.

The inflow of patients on a big scale is yet to open. International insurance companies have to be solicited to offer convenient financial arrangements. We need to fine-tune hospitality and inculcate an attitude of ‘service and care’ in our hospitals, which is woefully inadequate.

Ayurveda, the ancient Indian system of medicine, can also be our selling point. Among the states, only Kerala has made concerted efforts to promote yoga and health tourism in a big way.

The international patient will like to choose the best of the doctors and hospitals. Many of the hospitals in South East Asia fulfil these conditions. These hospitals have mostly board certified MDs, who are given the same training as given to their counterparts in the US, the UK and other highly developed western countries.

Similarly, the hardware in the form of buildings and equipment is world class in several hospitals— Bumrungrad in Thailand, Gleneagle in Malaysia and Singapore General Hospital (SGH). Bumrungrad has been adjudged as the best hospital in the world by Newsweek and is the first hospital in Asia to get JCI accreditation for medical tourism, with half a million patients coming every year (30,000 from the US alone) for various interventions and health check-ups. It has collaboration with Harvard Medical School.

While there is no waiting period for a pre-registered patient, the walk-in patient has to wait up to 17 minutes. The hospital is renowned for delivering care, that's compassionate as well as efficient. Patients love being able to walk in without an appointment, see a board-certified physician, get diagnostic tests and lab work, fill a prescription and pay the bill—all in about 45 minutes.

Thai hospitality, humble and helpful attitude of people and the will to raise resources have contributed to success of tourism in Thailand, despite language difficulty. After the international patient has made up his mind about a particular doctor/hospital, the medical service representative of the hospital concerned, based in the country of the foreign patient, will arrange pre-consultation and all the doctor/patient interactions needed via email and telephone.

The patient is also supplied with a profile that includes past and recent education of the doctor, accreditation, practice residencies and everything you may want to know. In addition, the patient is assured of visa and foreign exchange and documentations, meet and greet services, cellphone rentals, bilingual interpretation,pre-check at hotels/airports/hospitals,daily checks on recuperating patients,assistance in communicating family back home,private nursing attendant on request,regular medical bulletin to family,extra assistance for physically challenged, sight-seeing, tours, guides and transportation options,regulated information on money exchange and tipping and dining options.

Singapore receives five lakh medical tourists every year, out of which 60 per cent come to Parkway group of hospitals —Gleneagles, Mt Elizabeth, East Shore and Novena. Singapore General hospital (SGH) and Post-Graduate Medical Institute is the largest hospital in the public sector. It houses five national centres of medical care and has over 2000 indoor beds. The National Cancer Centre is one of the best in the world.

Malaysia is better known for its convention centre at Genting, which can accommodate over 6,000 delegates at one time. It is ideal for world-class medical conventions.

HOME