The numbers of health travelers – individuals with disabilities, older travelers requiring assistance with mobility, people with food allergies or chronic medical conditions as well as people accessing dental and medical services – are growing exponentially. This growth in the market is challenging hotels, resorts, and spas to offer more services while protecting their work force from potentially harmful situations. Prepare your team to welcome health travelers and to successfully meet their needs. Our training program ensures that your staff is prepared to deliver the VIP services demanded by this welcome group of travelers.
Hotel, resort, wellness center and spa guests are requesting specialized services and amenities. Many service providers attract these medical travelers as a way to diversify and expand their client base while increasing revenues by offering services to guests before and after they receive health or medical treatment. These medical tourists require changes to customer care that are distinct from the services offered to the typical vacation or business guests.
Want to learn more about how Medical Tourism Training helped to design a portfolio of guest services for a leading hotel in Costa Rica? Read our Case Study.
Medical Tourism Training has created the first of its kind on-site training program specifically designed to prepare staff to provide VIP customer care to guests who are receiving health and wellness, dental and medical treatments.
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
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 of 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.
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
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.
Pricing for “Caring for the Medical Traveler” 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.