Why medical tourism certification as a complementary qualification to your quality management system? Crikvenica International Health Tourism Conference Crikvenica, Croatia 17 November 2016 Dr. Claudia Mika, Founder & CEO © 2016 by Temos International GmbH

Frequently Asked Questions We have ISO 9001/JCI/QHA … Why do we need another certificate? If I purchase your certificate do you bring me further patients? OR How to you assure that for every Euro invested in your certification I earn 10 Euro? Do patients choose us because of your certificate?

Medical tourism is a business!

Consumers, clients, customers – patients – human beings!

How much quality in „needed“? What is quality?

ISO 9000 (ISO 9001): “Degree to which a set of inherent characteristics fulfils requirements (and/or customer expectations)...” Aristotle: “Quality is not an act, it is a habit.”

Accreditation systems in healthcare:

On-site At home Medical Tourism Processes Not part of international accreditation systems At home Part of international accreditation systems like JCI, QHA-Trent, ISO 9001, etc. On-site Medical Tourism Processes Prepa- ration Pre-travel Travel On-site treatment Post treatment Follow up

1. Medical tourism certification assures that the complete international patient care cycle is covered by your QMS

… Provided that … A standard (quality criteria requirements) is available A transparent and professional certification process is followed Application Self-evaluation Third party assessment = onsite visit Reporting and approval of report and certificate … Not: Taking part in a workshop and getting a certificate „certified medical tourism expert“

… Provided that … … Not: I take part in a workshop and get a certificate that I am a „medical tourism expert“

Certification process

Customer feedback form: Please summarize briefly the most important and supportive characteristics of the assessment process that you found as critical and helpful for your business … “… Receiving information on best practice from hospitals all over the world…“ “…The global experience on how to manage international patients while promoting safety and patient satisfaction…” “… Getting support on further improving our services …“

2. Medical tourism certification broadens your mind and improves/optimizes your services

+ Direct and indirect cost savings 3. Increases effectiveness: + Direct and indirect cost savings

+ Direct and indirect cost savings + Reputation (patients‘ voice) 4. Prevents/reduced complaints and international lawsuits: + Direct and indirect cost savings + Reputation (patients‘ voice)

In other words… Cost of quality: The expenses of non-conformance The cost of doing things wrong

In other words… Quality is conformance to requirements Certification confirms quality MT certification confirms quality in international patients management

Frequently Asked Questions We have ISO 9001/JCI/… Why do we need another certificate? Yes! If I purchase your certificate do you bring me further patients? Not directly but indirecty Yes! OR How to you assure that if for every Euro invested in your certification I earn 10 Euro? No serious person can! Do patients choose us because of your certificate? Not yet too much!

Medical tourism business Medical tourism certification as a complementary qualification to your QMS: Medical tourism business Marketing Proven Quality