Unified Medical Records Key to Better Healthcare in Mexico

Q: How is Hospitales MAC transforming the healthcare sector?

A: Prior to the creation of Hospitales MAC 16 years ago, healthcare services in Mexico were highly concentrated at hospital groups primarily located in large cities. Hospitales MAC extended these services to cities that had been overlooked for years, such as Celaya and Irapuato, Guanajuato, which do not have hospital chains. Our greatest contribution has been expanding healthcare access to many more Mexicans. Over the first 13 years, we impacted the lives of 1 million people cumulatively. Last year alone, we reached another 1 million individuals. This acceleration fills us with pride. It is crucial for us to provide advanced technology at affordable prices, as this often makes the difference between life and death.

Q: How does Hospitales MAC measure success in terms of patient satisfaction, and what measures does it take to continuously improve in these areas?

A: Our primary concern is ensuring that patients leave the hospital healthy and receive excellent medical care. The quality of medical care is our cornerstone indicator. We also measure the Net Promoter Score (NPS), not only among patients but also among our physicians. We continuously strive to ensure both patients and physicians are satisfied. We conduct surveys throughout the patient's stay. If any issues are identified, we address them promptly to deliver the best possible experience. Being in a hospital can be stressful, so we aim to make this experience as positive as possible for our staff, doctors, patients, and their families.

Q: What are the latest technologies that Hospitales MAC has implemented and how are these innovations enhancing the quality of care and the patient experience?

A: We have integrated AI into our operating rooms. Our hospital in Mexico City was the first in the country to introduce AI-driven hemodynamics, followed by our hospital in Puebla. AI serves both patients and physicians during procedures like catheterizations, where it continuously updates and suggests actions to the attending physician. AI also empowers physicians, enabling them to maintain control over patient care while receiving valuable insights and recommendations to enhance decision-making and focus entirely on patient care.

Q: How is Hospitales MAC integrating the "liquid hospital" model to balance traditional inpatient services with home-based care?

A: We put this model to the test during the pandemic, which acted as a catalyst. MAC en tu casa (MAC at Home) was a response to urgent calls during the pandemic asking for hospital beds. To address this need, we sent out kits with oximeters and various monitoring systems to patients’ homes and trained the family members. This experience provided us with valuable insights and reinforced our decision to build medium-sized hospitals equipped with advanced technology for issues that cannot be resolved at home.

Rather than building 1,000-room hospitals, our centers have about 60 rooms, all fitted with state-of-the-art technology. We prioritize comprehensive patient care from prevention to treatment. We are analyzing and implementing new products to stay closer to patients even after their hospital visit. We are introducing a follow-up system that reminds patients of necessary appointments, ensuring continuous care and reinforcing our commitment to patients.

Q: What strategies do you employ to retain professionals as talent shortages continue to hound the healthcare labor market?

A: Doctors already face enough stress in their daily lives, so we strive to provide the best technology, highly trained support staff, and streamlined clinical administration to make their jobs as transparent and straightforward as possible. This approach ensures they choose to stay and enjoy working with us. The pricing at Hospitales MAC also benefits them greatly, as they know our prices are much more affordable despite our advanced technology. This assurance allows them to confidently recommend our hospitals to their patients.

Q: What specific public policies are necessary to foster ongoing improvement in the country's healthcare sector?

A: We believe in Mexico and will continue to invest in the country. One potential game-changer could be the establishment of a national medical record system that considers both the needs of government and private institutions. This shared database would allow patients to be treated seamlessly regardless of whether the hospitals they visit are in the public or private sector.

During the pandemic, we supported the federal government's efforts to address COVID-19, treating many patients from government agencies like SEDENA, IMSS, and other organizations. Patients would often arrive with limited information about their medical history, and having more complete records could have sped up their care. Access to a unified medical record could have significantly improved efficiency, allowing doctors to quickly access crucial patient information such as medication history and pre-existing conditions, regardless of where they were previously treated.

Q: How will Hospitales MAC expand its presence in Mexico?

A: We are planning to open at least three new hospitals within the next six months, and we have several others under construction. Our goal is to reach more Mexicans. We aim to establish a presence in every city with over 250,000 inhabitants, so many cities will soon see the arrival of Hospitales MAC.

In this industry, hospitals should not view each other as competitors but as allies in helping people. My main concern is not where a patient goes, as long as they recover well. By focusing on their well-being and addressing their needs with effective treatments and solutions, we attract patients naturally. If we prioritize the patient, their family, and their overall experience, the industry will flourish.

Hospitales MAC is a 100% Mexican group dedicated to providing quality healthcare services. It operates in 19 major cities across the country.