INTERNATIONAL PATIENT SERVICES TRAINING AND CERTIFICATION PROGRAM
NATIONAL PATIENT SERVICES INTER
• Increase Patient Satisfation • Receive More Patients • Brand Your Competency as a Mark of Excellence
presented by THE medical tourism association®
www.MedicalTourismAssociation.com
International Patient Services Training and Certification Program ®
INTERNATIONAL CARE MEDICAL
QUALITY AFFORDABILITY sIBILITY ACCES AVAILABILITY
Importance of Patient Satisfaction
At this very moment there are millions of international patients seeking quality and affordable medical care. Many are seriously considering medical tourism as a way to satisfy this need.
“Improving patient satisfaction leads to increased productivity. Satisfied patients are easier and more rewarding to care for and take up less resources. Improved patient satisfaction decreases the length of patients’ visits and wait times, reduces treatment costs and increases patient volume.” The international market has unique needs and expectations that must be addressed for your international program to be successful. There are medical and non medical services that must be managed through different stages of the care process including arrival at destination, pre and post-op stages, billing, medical record transfer and aftercare. JCI, ISQua, DVM, AC and certain other accreditations are good overall indicators of higher medical quality. However, they were not specifically designed to evaluate the specific services, processes and human resources required to ensure an outstanding international patient experience from patient inquiry to continuum of care to meet the expectations of an ever evolving international healthcare market.
About International Patient Services Certification® (IPSC) The purpose of the International Patient Services Training and Certification Program is to provide specific improvements in the protocols and services that impact the international patient experience, particularly, but not exclusively, from a non-clinical perspective. It provides a framework for good practice that covers the various situations that healthcare providers may face in managing international care.
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Program Competencies: • Corporate transparency • Operational infrastructure • Patient management protocols • Risk management protocols • Transparency in quality of care • Post surgical aftercare protocols • Patient education protocols • Communication protocols • Cultural sensitivity • Marketing practices • Tourism protocols
INFORMATION For more information about the International Patient Services Certification® please contact: USA 001-561-791-2000 Certify@MedicalTourismAssociation.com www.MedicalTourismAssociation.com © 2014 Medical Tourism Association
International Patient Services and Certification Program
• Improves international patient satisfaction through the implementation of best industry practices and increases your flow of international patients and revenues.
• Sets you organization apart and creates a competitive edge. • Certification is the objective, measurable way to ensure your organization has the Knowledge, Experience and Confidence that employers, insurance companies and patients are looking for.
How Does The MTA Promote Your Certification? • Provides the “Excellence Certification” logo which you can proudly display on your website and marketing materials
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• Provides ongoing validation of specialty experience, knowledge and skills of your health professionals.
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• Educates your organization and helps implement the right processes and procedures to promote positive outcomes, reduce errors and limit your organization’s risk and liability.
How Does The MTA Promote Your Certification?
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What does Excellence Certification for International Patient Services® do for your organization?
Submit information requested by the MTA for evaluation
• Offers two (2) years of complementary membership with the Medical Tourism Association for your hospital. • Delivers additional benefits for professionals participating in the certification program: Healthcare professionals participating in the IPSC® Program will receive an individual certification, Certified International Patient Specialists (CIPS) and will have access to our online educational platform where they can take an online exam prior to receive certification. Upon successful exam completion they will be listed as CIPS in all Medical Tourism Association distribution channels. Note: More information provided in page five of this brochure.
Prepare for site visit and assessment
• Offers free listing in all Medical Tourism Association distribution channels: 1. MedicalTourismAssociation.com: official B2B website of the MTA 2. MedicalTourism.com: B2C website ranked #1 in Google searches about medical tourism 3. MedicalTourismMagazine.com: official publication of the Medical Tourism Association with 120,000 subscribers in 100 countries.
Certification is issued or withheld based on evaluation results
For more information about the Excellence Certification for International Patient Services® please contact:
Phone: 001.561.791.2000 Fax: 886.756.0811 Email: Certify@MedicalTourismAssociation.com www.MedicalTourismAssociation.com
© 2014 Medical Tourism Association
www.MedicalTourismMag.com
www.MedicalTourism.com
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CERTIFIED INTERNATIONAL PATIENT SPECIALIST (CIPS) ®
Over the last decade, increasing numbers of hospitals around the world have begun to focus on medical tourism and providing customized services to international patients. The globalization of healthcare has led to a growing need for qualified and experienced professionals with international patient management skills.
Cert i IPS
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Healthcare and hospitality professionals seeking the practical training and knowledge to effectively manage the international patient care process.
ati fic on Proces
WHO WILL BENEFIT FROM THIS CERTIFICATION?
4 Easy Steps to Become CIPS
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Certified International Patient SpecialistTM (CIPS) is a certification of expertise in the International Patient Services field, provided by the Medical Tourism Association® designed for healthcare and hospitality professionals seeking the practical training and knowledge to effectively manage the international patient care process..
Participate in IPSC Training in your facility
These include:
• International department staff
• Medical tourism facilitators
• Hospital/Clinic administrators
• Tourism operators
• Doctors
• Hotel staff
• Marketing personnel
• Anyone about to enter the medical tourism/ international patient field
• Nurses
Benefits of becoming a Certified International Patient Specialist: • Demonstrate to patients, employers and peers that you possess the Knowledge,
Receive certification diploma upon successful examination results
Receive certification diploma upon successful examination results
Experience and Confidence they are looking for.
• Acquire best practices in patient management standards by utilizing our continuing
Access online educational platform and undergo online examination
education resources.
• Set yourself apart from the competition and brand your competitive advantage. • Enhance your career opportunities in the industry.
*Recertification Policy: • CIPS certification expires 2 years after date of issue • Re-Certification fee is valid for two years • 5 total CE Credits will be required each year INFORMATION For more information about the Certified International Patient Specialist® please contact:
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USA 001-561-791-2000 Certify@MedicalTourismAssociation.com www.MedicalTourismAssociation.com © 2014 Medical Tourism Association
International Patient Facility Training Program NATIONAL PATIENT SERVICES INTER
Not ready for certification at this time?
Prepare your hospital with our International Patient Center Training Program. Or, reassure the culture of service within your certified facility.
Training Learning Objectives: • • • • • • • • • • • • •
Identify the key components of a successful international patient program. Learn how to develop an international patient office/department. Acquire the skills to build patient trust and loyalty. Identify and exceed international patient expectations. Develop successful relationships with insurers, employers and facilitators. Improve your sales, marketing and communications skills. Understand the importance of cultural competency to ensure high patient satisfaction Mitigate your risks of non-payment and legal liability Understand the technology requirements for seamless patient management Design procedure package pricing and bundling. Learn key elements of a successful aftercare and continuum of care strategy. Leverage your customers ROP by identifying key metrics used to gather patient feedback. Measure quality improvement and build a sustainable international program
Methodology: During the training, participants will have access to a workbook and materials and will engage in role playing and practical exercises that are designed to stimulate discussion and provide for a much richer learning experience. The ultimate goal of the training is to fast-track hospitals in the implementation of international patient services best practices and to prepare for IPSC Certification.
Train the Training Program: As jobs change and personnel are moved around within your organization, re-skilling is needed at an ever increasing rate, and more and more managers and team leaders are called upon to deliver this training. MTA’s “train-the-trainer” program helps managers, supervisors, and new training professionals to develop and conduct effective International Patient Services training sessions. Training an internal trainer to deliver this workshop both enhances your organization’s know-how and saves costs at the same time. With a certified instructor on staff, your organization can offer as many workshops as needed throughout the year.* *The trainer may only present this workshop at the hospital where they are employed.
Schedule a phone interview and complete assessment of current status
Undergo site inspection and management interviews (1 day)
Start Training Program (1-2 days)
Hospital will receive a comprehensive report identifying opportunities for...
Hospital will implement recommendations and will complete application form including requested documents.
INFORMATION For more information about the International Patient Center Training Program please contact: USA 001-561-791-2000 Certify@MedicalTourismAssociation.com www.MedicalTourismAssociation.com © 2014 Medical Tourism Association
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IPSC Certification Flow Chart
International Patient Services Certification Flow Chart Assessment of current status - initial phone interview
NATIONAL PATIENT SERVICES INTER
Proposal based on assessment review
option A Submission of complete comprehensive application form & requested documentation
B
Undergo IPSC training
Application review and on-site evaluation
Certification issued or withheld PROPOSAL FOR CLINICA RIVAS presented by THE medical tourism association tm www.medicaltourismassociation.com | Š Copyright Medical Tourism Association TM
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ABOUT the Medical Tourism Association® NATIONAL PATIENT SERVICES INTER
The Medical Tourism Association® is the leading Global Organization for service excellence in international healthcare. The MTA works with healthcare providers, governments, insurance companies, employers and other buyers of healthcare - in their domestic and international patient, wellness tourism, hospitality and healthcare initiatives - with a focus on providing the highest quality service. The MTA is also committed to raising consumer awareness of international healthcare options, and has specific initiatives designed to educate and increase the number of health and wellness seekers. With 15 regional offices and members around the world the MTA provides an extensive network, serving medical
Who will benefit from these workshops • Governments • Healthcare Clusters • Hospitals • Insurance Providers • Hospitality and other interested parties
For more information about the Certified International Patient Specialist® please contact:
Phone: 001.561.791.2000 Fax: 886.756.0811 Email: Certify@MedicalTourismAssociation.com www.MedicalTourismAssociation.com © 2014 Medical Tourism Association
www.MedicalTourismMag.com
www.MedicalTourism.com
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INFORMATION For more information about the International Patient Services CertificationTM please contact: USA 001-561-791-2000 | Certify@MedicalTourismAssociation.com | www.MedicalTourismAssociation.com Š 2014 Medical Tourism Association