August 23, 2008
Some Key Points to Keep in Mind When Working with the American Patient-Part 1
The survey information contained herein was obtained by SPM in order to gain a better understanding about American expectations in going overseas for medical treatment. The results of the survey have been incorporated into the narratives below. Some items of note:
· Hospitals should gain a thorough understanding of the American patient. Who exactly are they? Has this person ever traveled internationally before or is this their first trip? If this is not their first trip abroad, have they been to your country? Do they have an idea as to what to expect once they get there? Have they done their own research or are they “winging” it? Is there someone else who has done the research for them? What preconceived notions do they have about your country? How can you allay these notions if necessary? These are just some of the multitude of questions that should be addressed upon first contact with the potential patient. There should be some type of initial personalization that is established in order to begin creating a “comfort level”.
· Language barriers can, of course, be an issue, but sometimes it is more than an American not knowing a native language or lack of English speakers in a hospital. Oftentimes, many Americans have difficulty understanding accents, especially if they have not previously travelled abroad. From there, further complications can arise when it comes to understanding medical terminology. When coupled with the additional stresses of being in a foreign country and having a serious medical condition, the chances of a patient becoming frustrated and more stressed are potentially heightened. Therefore, if it is possible within your hospital, have a doctor, translator, advocate, etc. who not only speaks English, but also does so with a light accent.
· The use of basic medical terminology when providing medical explanations is also important. This can also go a long way in limiting the patient’s stress during the medical tourism process.
· It is not only important for the American to know your country, but also for the hospital staff to be aware of American culture. For example, Americans may seem more rushed or abrupt or impatient as compared to other cultures. It is important for the hospital staff to establish a relationship with the patient to be able to decipher between the patient’s personality and their culture and respond accordingly.
Believe it or not, most Americans today have extremely low expectations of service. Much of the medical profession and other service industries have deteriorated to the point where bad service is to be expected. Of course this means that when one receives good service, or great service, and establishes a personal connection with the patient, the impact will go a long way.
