Our responsibilities toward our esteemed guests;
Healthcare tourism agencies are defined as intermediary establishments. Hence, these institutions are meant to provide the communication and the coordination between the individuals defined as “health tourists” who seek medical service, and the healthcare service providers.
The responsibilities to be fulfilled by healthcare tourism agencies as defined by the Healthcare Tourism Board of the Ministry of Health of the Republic of Turkey (SATURK) are listed below:
- While leading the patients to the concerned healthcare institutions based on the demands from the service seeker, the intermediary agencies must be objective in terms of healthcare institutions and must avoid putting pressure on patients in admitting one or more specific healthcare institutions.
- The procedure to be in place must be prepared in accordance with the choices of the patient.
- Intermediary agencies to provide recommendations must recruit healthcare workers that are adequate in terms of medical technology and medical knowledge infrastructure.
- In the coordination and communication procedures between the patients, relatives of the patients and the healthcare institutions, intermediary establishments must firstly choose the hospitals that have fulfilled the necessary accreditation procedures required for healthcare tourism. These hospitals must be able to ensure assurance in terms of clinical quality and reliability.
Intermediary institutions must be able provide information via a web page to enable easier communication with international patients.
- Intermediary establishments must be able to furnish the patients with adequate and detailed information on the fields of services that hospitals provide.
- Intermediary establishments must obtain defined and certified procedures on request for appointments from a patient and/or a third person who acts on behalf of a patient.
- The hospitals to which a patient will be led by an intermediary establishment must have a health tourism department with adequate number of translators recruited per the features of a target group.
- Intermediary establishments must utilize a standard language and control list that is not complex in structure and scientifically approved when sharing information with hospitals and patients.
- Information on pricing policy must be shared with the patient to ensure transparency and clarity in terms of providing an agreeable financial offer and treatment plan.
- The patient must be noted when medical data and other information on the patient is shared to and evaluated by the hospital.
- The procedure of the preparation of a treatment plan and other relevant medical information must be conveyed to the patient by the hospitals by any convenient means including tele-medicine and/or web based instruments.
- Information on data processing and sharing policies adopted by the relevant hospital must be shared with the patient.
- If applicable, all other alternative treatment methods recommended by a healthcare institution or authorized medical personnel must be shared with the patient.
- The agreed treatment plan must be approved by the patient with full consent before implementation.
- A forecast on the required duration of a treatment without considering possible complications must be shared with the patient.
- Information on necessary rehabilitation programs recommended after the medical attention/procedure must be provided to the patient.
- The intermediary establishment must clearly indicate the financial procedures including the required advance payment, payment methods, refund policy and possibility to continue with the treatment in case of a financial problem/disagreement.
- If needed, any type of support for visa application including the submission of a confirmation letter must be provided.
- Information on how the recommended healthcare institution may be reached must be made accessible to the concerned parties, including printed or web-based materials.
- The whole procedure until a patient reaches a hospital (Flight plan, escort and steps of transfer) must be coordinated.
- Accommodation reservations, as well as other types of reservations and services must be ensured per the request of the patient and his/her escorts (E.g. Shopping tours, city tours, museum and theatre visits).
- Responsibilities and obligations in case of change or cancellation of a travel plan must be clearly communicated.
- Post-treatment or post-rehabilitation tourism programs must be conveyed to the patient.
- After the completion of all procedures, the necessary documentation must be provided to the patient or the concerned insurance company in full.
- Upon return, feedback from the patients must be collected and conveyed to the Tourism Board of the Ministry of Health of the Republic of Turkey (SATURK) and the corresponding hospital through the relevant software.
- Health tourism agencies (namely intermediary agencies) perform pre-travel organizations, preparations on the patients’ admissions to and stays in hospitals in coordination with the patient, coordinators and insurance companies and ensure the sustainability of the procedures.
- The intermediary agency itself and other shareholders such as travel agencies, airway companies and translators that the intermediary has a contract with may provide non-medical services upon the request of the patient.
Health tourism agencies (namely intermediary agencies) perform pre-travel organizations, preparations on the patients’ admissions to and stays in hospitals in coordination with the patient, coordinators and insurance companies and ensure the sustainability of the procedures.
The intermediary agency itself and other shareholders such as travel agencies, airway companies and translators that the intermediary has a contract with may provide non-medical services upon the request of the patient.