Medical and Dental Travel – “Meeting Client Expectations”

Nursing Station - Thailand Hospital

What does this mean for providers and travel facilitators who need to meet or exceed client expectations once they have a client signed on for a medical or dental travel event?   

Client input and feedback is essential before, during and after a travel event.  Some simple tips or thoughts that might be helpful include:

Translation

Many hospitals and providers have translation services, which is great but there will be times when a translator is just not available.  Foreign nurses and attendants should not be expected to speak the language of each client. 

Here’s a scenario:  Mr. or Mrs. Midwest U.S. traveler or for that matter any client, awakens in a foreign hospital bed and is thirsty or hungry, has minor or major pain, is uncomfortable with something or has other issues.  The client signals for the nurse or attendant who then shows up but language barriers inhibit communication.  Here are some ideas that could help with these situations:

• Portable Internet-enabled Monitor w/wireless Keyboard

Google and Microsoft both have web site translation software that could be creatively deployed to help hospital staff communicate with clients or patients.  The device could be setup near the bed for the patient to utilize for also communicating with their employer, family members or friends.  Video chat software such as:  Skype, Google, Yahoo and other similar free software can help with this.  Any device costs could be built into the overall event package price.

• Laminated Cheat Sheet

Cheat sheets could be created with client input by the travel facilitator before departure to the destination provider.  It could include categories such as:  medical or procedural terminology related to the specific treatment or diagnosis, special dietary needs or requests, unique client interests and other categories, phrases and words that mostly likely could come up during the client’s trip.

Timely Communication

It is very important to keep in close contact with the client on the many issues and questions that will come up before, during and after the entire travel event.  Nothing is more frustrating than sending an e-mail or leaving a message for someone to return a call and that individual does not reply in a timely manner or never responds.  Additionally, determine with the client, before they depart, what are their preferred methods for communications.

Safety

Make sure the client is comfortable, with all necessary precautions in place, in order to ensure their safety during the entire trip.  Safety measure should address:  transportation guidelines, written provider safety precautions, and post operative recovery and leisure activities.

Clothing

Make sure clients are aware of the particular weather conditions at the time of their travel.  However appropriate clothing can be purchased upon arrival and often at much lower prices than in the client’s own country.

Hopefully this article stimulates some ideas and food for thought.  There are many challenges in gaining the trust of the medical or dental traveler.  Safety is probably the number one concern for the client. As we learn more about each client’s expectations, we can apply this to continuously improving our internal processes.