Hotels, resorts, wellness centers and spas are catering to medical tourists as a way to diversify and expand their client base while increasing revenues by offering services to guests before and after they receive medical and dental treatment. The required changes to customer care vary depending on the type of medical care guests receive from low acuity procedures like dental care to higher acuity procedures such as plastic surgery or other types of surgery.

Preparing staff members is a key factor to successfully serve the needs of medical tourists. Medical Tourism Training, Inc. has created programs specifically designed to prepare staff to provide VIP customer care to guests who are receiving health and wellness treatments as well as their accompanying guests.

Audience:

These on-site sessions, consisting of two separate, highly interactive programs, are based on real-world scenarios and best business practices and are designed for:

• Senior management of hotels, resorts, wellness centers, and spas
• Staff members of hotels, resorts, wellness centers, and spas

Course Description:

Each of the two sessions is approximately two to two and one-half hours long for a total of five hours. The program covers topics including:

• Introduction to medical tourism and medical tourists
• Cultural awareness and cultural norms
• Providing customer care pre-op and post-op
• Impact of staff behavior - body language, eye contact
• VIP customer care service for medical tourists
• Caring for accompanying guests
• Identifying and handling biohazardous waste
• Wheelchair assistance
• Recognizing serious emergencies
• ABCs of First Aid
• What to do in an emergency
• What to do after an emergency

Designed to ensure measurable results, the "Knowledge Check" component to the training sessions confirms that the participants are able to identify and recall the key points. A post-training evaluation ensures that the program is meeting the needs of your organization.

Learning Objectives:

At the end of these two sessions, each participant will be able to:
• Recognize and respond to cultural differences in customer care
• Anticipate pre- and post-operative emotional and physical reactions to guests
• Identify and properly handle biohazardous materials
• Deliver VIP customer care to meet the special requirements of medical tourists and their accompanying guests
• Recognize and react to medical emergencies
• Perform the ABCs of First Aid
• Assist guests in and out of wheelchairs

On-site features:

The two sessions can accommodate an unlimited number of participants to allow the greatest number of employees to learn and work better as a team.

The training sessions are tailored to meet your needs including government and association medical tourism certification programs. For planning purposes, we recommend that the training sessions take place over two days. For larger numbers of participants, the first session can be delivered in the morning for one half of the participants and in the afternoon of day one for the second half of participants. The second session can be offered in the same way. Consecutive days are preferred but not required.

At the conclusion of the training sessions, participants receive a “Certificate of Completion”. A post-training evaluation is given to each participant to ensure that the program is meeting the needs of your organization.

Following the training, our team will prepare a report containing the results of the program evaluations as well as actionable steps for senior management to improve their medical tourism services.

Fees:

Pricing for “Caring for the Medical Tourist” is based on the number of participants, location, and other programs elements tailored to your organization’s needs. Contact us to discuss the specific needs of your organization.

Click here to download our brochure "Caring for the Medical Tourist: Training for Hotel and Resort Employees".

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