Company Profile

As one of Indias foremost names in healthcare, Moolchand has been setting standards for the past half century. For over five decades we have been providing healthcare services to three generations of Delhites with care and dedication.

Our vision at Moolchand is to create a truly unique institution that delivers world-class healthcare with a conscience of trust. As a result Moolchand has built an outstanding legacy of touching peoples lives. Millions of people owe a debt of gratitude to and share a special bond with Moolchand due to its unparalleled legacy of philanthropy.

Many firsts in Indian healthcare have emerged out of Moolchand (e.g. first Minimal Access Surgery in India)

Our commitment to redefining healthcare has resulted in Moolchand winning innumerable awards and accolades for quality and excellence over the years. As a result, patients can count on consistent and extraordinary quality.

While a lot has changed, a few things have not - compassionate care, integrity, affordable prices and trustworthy service to all.

Title of project

International

Patient Coordination

Description of Project

The main objective of this project is making aware of whole official procedure of International help-desk department of Moolchand hospital, getting aware of whole documentation process, interaction with multi-national patients, understanding their queries, thoughts and expectations. Arranging services according to their expectation and communicating with them was a major challenge faced during this period of SIP.

INTERNATIONAL PATIENTS

Any patient visiting the hospital from outside the host nation is an international patient for hospital. Patients from overseas come to find cheap and most reliable cure to their problems. Each Hospital needs to follow some special rules and formalities regarding international patients before and after his arrival. E.g. Regional office registration, C4 forms ,police reporting within 14 days of their arrival etc.

So, hospitals have special department and executives to deal with international patients, which include personnals who are well known to all the formalities that need to be performed. So that hospitals can maintain good sound relationship with their international customers, which provide most countable share of profit to hospitals.

Each year thousands of patients come to Moolchand Medcity from around the world for specialized medical care not readily available close to home. Moolchand medcity mostly deals with the patients from Nigeria, Fiji Island, Iraq, Kenya, Afghanistan, Uganda, Ethopia, kongo, and Bangladesh etc.

Medical Tourism in India

In the recent years, government support, low cost, improved healthcare infrastructure, and rich cultural heritage, have taken the Indian medical tourism to new heights. India has emerged as one of the worlds most cost-efficient medical tourism destinations, and thus, attained a position among the global leaders. Based on our analysis and facts and figures provided in our latest research report, we anticipate that the Indian medical tourism market will register a CAGR of 27% during 2011-15. According to Booming Medical Tourism in India, the heart surgery centers in the country offer treatment at a significantly lesser prices compared to North America and Europe. Superior quality of dental care and ayurvedic spa treatments are also attracting patients across the globe. We studied each market segment in detail and its cost effectiveness compared to other countries. Though Indias reputation is not good on hygiene front, its state-of-the-art medical facilities and value for money offered attracts thousands of patients each year. In this way, the country holds enormous potential for growth in medical tourism in future. Extensive research and analysis also revealed that quality-driven wellness centers, cord blood banking, and medical tourism facilitators are among the key trends driving the medical tourism market. It has been observed that wellness tourism, alternate meditation, and the advantage of being the least competitive pricing have been the USP of the Indian medical tourism. Cardiac and orthopedic procedures constitute the majority share of the market. In order to obtain an in-depth knowledge, we also carried out primary research for cost comparisons of different medical procedures.

We strolled into various government initiatives that provided a positive impact on the medical tourism market in India. The adoption of the Public Private Partnership (PPP) Model by the Indian Government at both central and state levels to improve healthcare infrastructure in the country through expertise of private sector and better support of public sector provided the extra thrust to medical tourism. We also observed that the regulatory structure in connection to the medical tourism industry has been quite liberal and supportive in the country so far. Taking into consideration all the positive insights from our analysis, we are hopeful that the analysis of our current market performance and future outlook of the Indian medical tourism industry along with the forecasts presented in the report will facilitate our clients towards devising the rightful strategies and make sound investment decisions.

Sources of Patients

Sources are the references through which the patients outside the host nation come to know about the hospital and visit there for treatment. International Patients come to Moolchand hospital mainly through four major sources

Corporate tie ups HCF / Translator Walk in Medical tourism company International Insurance

Walk in - Walk in are those patients which come directly, without any reference. They
visit the host nation with their own purpose and during their stay; they visit the hospital directly for health check-up, medication or treatment.

Corporate tie ups Hospitals generally make tie ups with different MNCs. Employees
of those MNCs get their medical insurance from the hospital. So, if any of companys employees wants to get treatment of some major diseases then he or his family members visit to the hospital. Their payment is made by the company/patient.

HCF / Translator - These are the people who have their contacts in other nations. They
take care of those foreigners coming with their references. They keep them in their house and arrange all necessary commodities. These translators bring these foreigners to the hospitals.

Medical tourism Company - Most of the foreign patients consult to the medical
tourism company to collect information about best suited hospital in India. These tourism companies have their tie-ups with Moolchand hospital and sends foreign patients to the hospital. In return they receive some type of monetary reward or commission.

International Insurance - Third party administrators (TPA) is the term used for those
insurance companies, which have their tie-ups with foreign insurance companies. These companies receive patients from other nation for medical insurance and incase those patients need medical facility, the company provide them from their insurance in Moolchand hospital.

Process Flow
STEP 1 - Receives medical report of concerned patients for medical opinion.

STEP 2 - PERSONALIZED CASE MANAGER or Medical coordinator assigned by consults of the treating doctor and takes the medical opinion on the following lines Case analysis Line of treatment Length of stay Estimated cost of treatment STEP 3 - REMOTE CONSULTATION WITH TREATING DOCTOR If required, MOOLCHAND will arrange a video conference or tele-conference of the patient with the treating doctor

STEP 4 - Patient confirms to avail treatment at MOOLCHAND

STEP 5 - VISA ASSISTANCE MOOLCHAND sends Visa Facilitation Letter for concerned patient and attendant.

STEP 6 - APPOINTMENT SCHEDULE Patient confirms arrival date and time to the International Marketing Department. International patient coordinator sends Appointment Letter, books the room and schedules the appointment with the doctor

STEP 7 - MEET AND GREET Patient is received at the Airport and is brought either to the Hospital or Serviced apartment/ Guest House

STEP 8 - ARRIVAL IN HOSPITAL

Patient arrives at the hospital and is admitted

STEP 9 - INITIAL EVALUATION Patient undergoes initial evaluation and consults the treating doctor and is given the detailed plan of treatment Patient undergoes treatment/ surgery

STEP 10 - PATIENT DISCHARGE AND RETURN Patient or his company settles the bills before being discharged and is either shifted to the Guest house or escorted to the Airport

STEP 11 - AFTER-CARE AND FOLLOW UP Post-treatment follow up done by the medical coordinator via e-mail, tele-conference or video conference

Steps Controlled by MARKETING DIVISION

The marketing division of MOOLCHAND MEDCITY handles all these heading steps and manages necessary information through HMIS. It makes them available for both patient and hospital authority. So, we can see that first and foremost interaction of any international patient (except walk-ins) is established with marketing division. They look after following steps

Reports of International patient Case analysis Consultation Confirmation Visa Letter Appointment Schedule

Steps Controlled by INTERNATIONAL PATIENT COORDINATOR

When the patient confirms his visit and appointment schedule with marketing department, afterward steps are being handled by international desk, which is headed by international patient coordinator.

Received at airport Admission Treatment Discharge Drop back at destination Follow-up

Brief description of Work

Reports of International Patient

Patients from other countries send their previous medical reports of tests done either in their own country (in case of Corporate tie-ups or HCF patients).They send these reports online to MARKETING DIVISION. Then this report in examined by a concerned specialist.

Case analysis
This report is analyzed by a specialist or a panel of specialists to advice three major quotes to patient.

Line of treatment Length of stay Estimated cost

The doctor after analyzing reports, advice with the line of treatment for the patient. Which covers the tests to be done, surgery if required? The doctor also estimates the length of treatment for the patient. So that he could know the possible time of stay at hospital. The third thing is cost estimation. The patient is given prior knowledge of approx. cost that he will have to pay for whole treatment. This cost is calculated as a sum of following charges

 Diagnosis charge Doctors consultation charge ( per visit) Surgery charge Bed charge Follow-up charge

Estimated cost=(Diagnosis+Consultation+Bed+Surgery+Follow-up) charge These analysis reports are sent to the patient through e-mail by International Marketing Division.

Consultation
If required, hospital also provide with online consultation and discussion of patient with doctor. So that patient can present their problems openly to the doctor and can maintain privacy of his personal problems. After these all steps patient decides either to visit to the hospital or not. If patient confirms to visit for treatment then further steps are followed.

Medical Visa Letter

The marketing division of the hospital sends a visa letter for the patient and his attendant. The patient then carries this visa letter to the passport office for issuing of Medical visa.

 Appointment Schedule
The marketing division of hospital gets the appointment schedule of patient. In form of following information Number/name of persons arriving Date/time of arrival at airport Food preferred Doctor preferred Room preferred(single/double/triple/four bedded)

Marketing division pass this appointment schedule to the INTERNATIONAL

PATIENT HELP DESK, this is received by international patient coordinator.

He informs following department prior to arrival of patient. Admission & billing department. Food & beverages department. Floor department for booking of room. Arrange cab for receiving of patient.

Received at airport The international patient coordinator receives the patient at the airport as per prior appointment schedule provided by marketing division.

 Admission in MOOLCHAND
When the patient enters in the hospital he is guided through a process of documentation by the Coordinator. Where he fulfills all admission related document. Also its work of coordinator to fulfill online F R R O or C4 forms. For which he collects duplicate of following document from the patient. Photocopy of passport Photocopy of visa One passport sized photograph.

Then the executive arranges letter and form for Foreigners Regional Office Registration (FRRO). Which is necessary for each foreigners to make them registered at local regional office and make them known about their residence, local contacts, and length of stay. Also patients need to make reporting to local police station within 14 days of their arrival.

Treatment After patient is admitted he is examined by the concerned doctor and kept under treatment. During the time of his stay international patient coordinator daily makes a morning visit to the patient for knowing his well being. In case of any problem faced by the patient, he makes necessary efforts to make them solved as soon as possible.

 Discharge
After the patient gets his treatment done he is ready to be discharged. The international patient coordinator arranges following document before his discharge Discharge Summary Fit To Fly Reports

Discharge summary It is the patients file which carries total case history of the patient. Fit To Fly This is the certificate given by the concerned doctor to the patient that proves him medically fit to fly by airplane. Bill settlement Bill settlement is the part that is taken care by marketing division of the hospital. In case of corporate patient bill is settled by the company. After all these process gets completed patient is discharged.

Drop back at destination

After patient is discharged, international patient coordinator arranges cab to drop the patient on his destination.

Follow-up
Arrange follow-up when required.

Reports of International patient ONLINE

Line of Treatment

Case Analysis

Length of study Estimated Cost

Consultation Video conferencing/telephonic

Confirmation of Treatment

NO

YES
Medical Visa Letter Appointment Schedule Received at Airport Admission In MOOLCHAND Treatment Discharge & Return