Patient Satisfaction: The Heartbeat of Medical Tourism

Q: How does Sani Medical Tourism adapt to evolving trends within the medical tourism industry?

A: Sani Dental Group, established in 1985 as a dental clinic, refocused its practices in 2006 to better serve international patients, leading to the formation of Sani Medical Tourism. In 2016, it strategically expanded its portfolio of medical fields, aiming to deliver a comprehensive, patient-centered medical experience. To address the distinct needs of international patients, the company created specialized business units and ventured into innovative areas like stem cell therapy, outpatient surgery and hyperbaric medicine This diversification underscores Sani Medical Tourism's commitment to adapting to evolving trends within the medical tourism industry. By staying attuned to the shifting preferences and requirements of their international clientele, the company positioned itself as a comprehensive destination for holistic medical care.

Q: What unique services does Sani Medical Tourism offer and how do they impact overall medical outcomes?

A: At Sani Medical Tourism, the significance of convenient services for patients cannot be overstated, as it plays a pivotal role in influencing overall medical outcomes and satisfaction. International patients, who are essentially medical tourists, share many concerns with regular tourists. They worry about where they will stay, where they will dine and how they will navigate the area. On top of these common tourist concerns, there are additional worries related to the medical procedure itself.

Our approach has been to manage the entire patient experience by addressing these concerns comprehensively. We recognized that small details, which are often underestimated, can significantly impact the overall experience of the patient. To mitigate these concerns, we have taken a proactive approach by owning and managing various components of the patient journey. For example, we established our own hotels, restaurants and pharmacies, allowing us to ensure that patients receive the right medications and have access to comfortable accommodations and dining options. These seemingly small aspects are integral to ensuring patient satisfaction. Our goal is to provide a seamless and stress-free experience for patients during their medical journey in Mexico.

Q: What initiatives is Sani Medical Tourism planning to introduce to differentiate itself within the competitive medical tourism industry?

A: Sani Medical Tourism is firmly committed to fostering innovation as an integral part of its identity. This commitment translates into a continuous exploration of innovative services, novel business models and a dedication to progress within each brand under its umbrella. For example, we recently visited South Korea to gather data on the advanced digital models used in their dental clinics. While South Korean clinics are renowned for their sophistication, Sani Medical Tourism has pushed the boundaries even further.

We are adopting digital surgery within dental clinics, a transformative technology that is revolutionizing processes, reducing production times and ultimately enhancing the quality of treatment. Beyond innovating services, we are also creating entirely new business models, such as our medical co-working office. This innovation-driven approach extends to expansion plans. Over the next few years, we plan to build clinics across Mexico for patients to continue their treatment.

Q: What aftercare and support does Sani Medical Tourism offer to international patients once they have received treatment?

A: Sani Medical Tourism established a range of protocols designed to ensure the well-being and satisfaction of patients throughout their post-treatment journey. Central to our approach is a robust IT system developed internally over the past eight years and continuously built upon. This system enables seamless, automated communication with all our patients, minimizing the potential for human errors and ensuring timely follow-up.

For more complex services, such as surgical procedures, we established a structured protocol for aftercare that involves ongoing communication with patients, tailored to the specific treatment. For example, after a surgical procedure like a dental implant, we automatically send patients an email a few days later to ensure they are comfortable and pain-free, which triggers an alert for our call center to follow up with a phone call. We maintain this communication to ensure patients are progressing as expected and to assist them in scheduling any necessary follow-up appointments, especially for prosthetic components.

This comprehensive approach to aftercare underscores our commitment to the well-being and satisfaction of our international patients, ensuring they receive the support and attention they need throughout their medical journey.

Q: What measures does Sani Medical Tourism take to ensure the safety of patients throughout their medical journey in Mexico?

A:  Ensuring patient safety is a top priority at Sani Medical Tourism. We implemented a comprehensive approach to safeguard our patients. One of the most direct ways to ensure their safety is by providing personal transportation, using our own vehicles and drivers. Additionally, accommodation for patients is managed either in our own hotels or through partnerships with trusted hotels.

Our responsibility to the patient begins long before they arrive at our doorstep. Our clinic locations have been strategically chosen with patient safety in mind. For example, our clinic in Playa del Carmen, Quintana Roo, is situated within a secure gated community known as Playacar. In Cancun, Quintana Roo, our clinic is located inside a popular, controlled-access local workspace building. This meticulous selection allows for a high degree of control over the entire patient experience.

Q: How do the expansions into Playa del Carmen and Cancun align with Sani Medical Tourism's growth strategy?

A: These expansions are in complete harmony with Sani Medical Tourism's overarching growth strategy. Our journey into diversifying our business portfolio began in 2014 when we made a strategic decision to venture into new areas of medicine. This pivotal move resulted in the successful launch of GIOSTAR Mexico and Sani Medical, further strengthening our foothold in the medical field. Building upon these accomplishments, we conducted thorough market research in 2017 to pinpoint opportunities for expansion. It became evident that Cancun, with its paramount significance in the tourism industry, was an ideal destination. We also decided to focus on attracting the eastern US market.

Q: How does Sani Medical Tourism maintain consistent service and satisfaction in diverse Mexican medical tourism markets?

A: The company  follows a strategic approach shaped by Mexico's privileged location and two distinct patient segments: "fly to market" and "drive to market." While border towns cater to the latter, popular destinations like Puerto Vallarta, Jalisco and Los Cabos, Baja California Sur, accommodate the former. Over the past five years, the organization has collaborated with international agencies, companies and associations in those regions to address cross-cultural barriers and enhance customer service and patient education.

To ensure a uniform patient experience, Sani Medical Tourism remains closely involved in the operation of all its locations. Staff members are trained in facilities with extensive international patient experience. The commitment to maintaining a high standard of customer service and patient satisfaction remains consistent across all destinations.

Q: What collaborations is Sani Medical Tourism actively pursuing?

A: We are collaborating with some of the world's most significant medical tourism agencies and remain open to forging new partnerships. Over the years, we established partnerships in technology, medical supplies and new ventures, such as a recent foray into a stem cell company for veterinary use.

Our commitment to innovation is deeply ingrained in our company culture and we are always receptive to exploring investment opportunities and partnership proposals. Some of the medical tourism agencies we collaborate with have experienced growth trajectories that are similar to ours. This synergy between our organizations has been mutually beneficial, fostering professional partnerships that align with our mission and contribute to our collective success.