IMTJ Best Medical Travel Agency Submission

Medical Travel Agency

→ Best Medical Travel Agency

→ Caremondo Medical Travel Agency

→ Caremondo Gmbh

→ caremondo.com/en

Caremondo is a full-service medical travel company associated with the highest international standards and patient satisfaction ratings.

✓ We cover each area of the value chain & medical journey.

✓ We offer valuable assistance & comprehensive personalized service.

✓ We only cooperate with top quality, reputable hospital partners.

✓ We offer full transparency on treatments & costs

1. Aims – what did the organization, product, ser-vice, or the initiative or campaign set out to do? Getting a medical procedure or aesthetic treatment is one of the most important decisions we face in life. We all want access to the hig-hest-quality care so we can make the best choices for our loved ones and ourselves. The global healthcare landscape is in constant develop-ment in terms of medical innovations and technology, and yet, in many places, a growing distrust in healthcare sectors due to lack of transpa-rency in price or services has emerged, creating a divide between pati-ents and healthcare providers.

Healthcare around the world is unequal in ranking, physician training and hospital infrastructure, medical technology and costs. Today, howe-ver, patients have realized that they deserve more. Global connectivity and mobility has created a new era whereby patients have the power to seek quality medical care for themselves and their loved ones abroad.

At one time, medical tourism was considered untrustworthy due to lack of transparency, clear standards, reliability and guidance. What was cle-arly lacking was an efficient, easy search for quality healthcare options with hospital background information, internationally recognized quali-ty accreditations, honest patient reviews, and strict cost control.

The founders of Caremondo set out to address this problem by creating a new initiative: a full-service medical travel company with strict qua-lity standards in coordination with only reputable, internationally reco-gnized hospitals abroad. The aim was to facilitate safe, quality medical travel while providing valuable assistance and comprehensive persona-lized service to our users - every step of the medical journey.

2. Strategy – what strategic thinking came into play to help achieve the aims?In order to create our strategy and provide better solutions for the me-dical journey process, it’s important to understand today’s new medical traveler. Three trends have emerged to create this new international healthcare landscape: patients start their search for health services on-line, users now spend more on expensive treatments abroad, and they store and share more sensitive data online.

Patients today have become better ‘healthcare consumers’ who seek affordability - even if it means getting on a plane for specialist treat-ments abroad. They are empowered and their expectations have chan-ged; the digitization of healthcare has enabled them to seek help online and treatment abroad when and where they see fi t. Today, millions of people book medical travel online for orthopedic hip or knee replace-ments, dental work, open-heart surgeries, or aesthetic procedures, to name a few. Moreover, this new healthcare consumer wants and deser-ves to be treated fairly and with dignity, but is also driven by his or her

Patients search more and more health services online Users buy more and more BIG tickets online Users share more and more sensitive data online

Every 20th search on Google ist health related Avg. ticket 10k Euro Lifestyle wearables

Patients actively inform themselves Avg. ticket 5k Euro Financial data (FinTec)

Patients book appointments and review experiences Avg. ticket 6k Euro Everything is shared online

Web fi rst stop to search for a treatment abroad Average ticket for most popular treatment abroad 4-6k Euro

Patients are willing to share medical data/photos for quote

Three online trends drive digitization of the healthcare and medical travel market

Source: Caremonod research

own perception of value, transparency, quality, efficiency, and price. Ca-remondo has created a website perfectly tailored to meet these expec-tations and personalized services to exceed them.

However, this technical offering of the website is only the starting point, because patients also need help with their treatment options and des-tinations, arranging visa processing, airport pickup, flights, hotel, and translations for a hassle-free experience, and 24/7 assistance ‘just in case’.

Caremondo’s objective is to be a trusted advisor to guide each step of the process. Based on this objective, we have defined our strategy to offer valuable information and services along the whole value chain and process of medical travel.

In medical tourism, we understand that the patient’s biggest concerns are: safety, hygiene, quality, reputation, price, travel and visa logistics, and language difficulties. Our strategy involves addressing each of the-se concerns by creating a global medical travel agency our users can trust. By partnering with the top accredited healthcare providers and organizing the entire medical journey from start to finish, we appease all of these worries.

3. Innovation/enterprise/creativity (marketing) – what intrepid solutions were employed?Using quality standards and trust as our mission, we set out to create a new medical travel landscape that offers patients better solutions.

1) Product approach:

A. Leading Hospitals - carefully selected, adhere to the highest inter-national standards

✓ Trusted international accreditations: Joint Commission Internati-onal (JCI) certification, TEMOS, DNV GL, International Standards Organization (ISO 9001 & 13485, 15189).

✓ Recognized areas of treatment expertise, collaborations with top universities & research centers (i.e. John Hopkins, University of Freiburg, Harvard Medical School).

✓ International patient experience with a range of services to accom-modate cultural considerations (communication, religion, dietary requirements

✓ State-of-the-art-medical equipment (Gamma-knife, DaVinci Robot for surgery, advanced ISCI Assisted Fertilization, Tesla MRI).

✓ Highly qualified expert specialists, board-certified and licensed doctors.

Today, we offer 110+ reputable hospitals in 20 countries throughout the world.

B. Fast Access - to trusted hospitals and doctors worldwide

Even patients from countries with good healthcare fi nd waiting cum-bersome and stressful, so we offer bookings with certifi ed specialists in comparably shorter wait time. Caremondo asks our partner hospitals to fi nd patients the quickest appointment possible.

C. 100% transparency - regarding suitable treatment options around the world

Caremondo.com is a window into international healthcare options pre-sented in a simple, honest, yet comprehensive way. We offer photos, map locations, and hospital ratings. Our website is offered in English, German, and Russian with landing pages also available in Chinese and Arabic.

D. Personal Assistance - from a medical travel expert

Our work embodies four core values

Patient empowerment

Caremondo gives you the opportunity to manage your health more independently and make smarter decisions on your own.

Access for everyone

Everyone deserves ac-cess to high-quality he-althcare and treatment options. We‘ll make it easy and help you on your medical journey.

Independence

Caremondo is an inde-pendent provider and not affi liated with any clinic group. You choose the perfect hospital and doctor for your treatment.

Patient centered

You are the center of our attention. We provi-de you with transparent information and pre-mium service on your medical journey.

Our medical travel experts are available anytime to provide guidance, planning, and solutions. What’s more, we offer attentive customer ser-vice in English, German, Russian, Hungarian, Arabic and French. Each patient has his or her own personal patient care assistant through the whole journey. We also offer a 24/7 hotline for assistance.

E. Price Check - on patient treatment costs

We ask our hospital partners for detailed patient quotes in advance.

2) Marketing Approach

Understanding of our user base with targeted marketing

Caremondo understands its patient prospects and has targeting mar-keting around their interests. Our marketing strategy focuses on on-line-marketing across several channels including our search engine marketing, blogging, content marketing and social media.

We carefully target pre-defi ned audiences across different online chan-nels and devices such as dental implants in Hungary for British and German patients, Health check-ups for Arab patients, Oncology in Ger-many for Russian patients, Hair transplantation in Turkey for Europeans and many more.

4. Implementation – how was the strategy and think-ing implemented?Caremondo’s aim is to provide valuable assistance and comprehensive personalized service to our users every step of the medical journey. We have implemented this process with our team by offering valuable infor-mation and services along the entire value chain.

A. Expertise: we are committed to every point in the customer value chain.

We have created an international team of medical travel experts. Our Caremondo team in Munich comes from all over the world (see world map below), each with an individual contribution to the patient experi-ence and medical journey from start to fi nish. Our team understands the cultural, medical, and logistical requirements of medical travelers from all over the world. We have experts trained in dentistry, medicine, healthcare, patient care, international relations, IT, and travel booking. In addition, we are currently seeking TEMOS certifi cation.

Caremondo Team Nationalities

Search & Inform: Quality content on

treaments & clinics

Inquire:Highly functional user experience

Book:Comprehensive set of value added services

• Comprehensive information on diagnosis, diseases & different treatment options

• Transparent and detailed clinic profi le information: Medical quality, staff, infra-structure etc.

• Ratings & reviews from patients

• Information on medical traveling

• Search & comparison functionalities

• Easy contact form to get in touch with Caremondo & clinics

• Medical trip planning tools

• Responsive website design for desktop, ipad, smartphone

• Support with getting a personal treat-ment quote

• Booking service for treatment and medical trip

• Customer hotline to assist prospects

• 24h patient care service

• Premium assistance service 24/7 while abroad

• Booking service of relevant value-added-services (e.g. hotel, transfer, translation)

B. Caremondo Customer Value Chain

We offer our patients high-quality content, highly functional user experience, and excellent service.

Our value add to patients: comprehensive high quality content, highly functional UX and a top service

1 2 3

5. Feedback summary from users, including most preferred aspects of the activityCaremondo has served over 5,000 patients from all over the world. We are happy to report that they have left us extremely positive reviews both in testimonial form and in Trust Pilot. To our users, our quality service has been the most important aspect that they appreciate. What’s more, even those who didn’t use our services in the end still left us great re-views.

Our patients share their experiences ** To protect the privacy of our patients, all names and photos have been changed.

" The service was excellent and I would defi nitely book a treatment abroad again via Caremondo."

Nesrin S., 33Egypt

„ The experience at the dental practice surpassed my expectations.“

Ahmed B., 35Saudi Arabia

„ Caremondo provided me with detailed information and it all went very smoothly.“

Marcus E., 67Australia

„ Caremondo provided me with detailed information and it all went very smoothly.“

Irina P., 44Russia

6. Outcome, including formal evaluation of results, ROI, accreditation, etc., or in the case of a mobile app, the take up by potential clients/patientsCaremondo’s success is evidenced in the increasing number of conver-sions per month, increasing number of hospitals, and new business in-vestments.

• We focus on patient satisfaction throughout the entire medical journey

• We exceed patient expectations with our full-service approach

• Comprehensive, easy to use website, great service with multi-lingual team

• 110+ accredited quality partner hospitals worldwide, 750+ procedures, 1000+qualifi ed physicians

• Every month, more qualifi ed hospital groups reach out to usfor cooperation

• Over 65,000 website sessions per month, over 1,000 enquiries, ri-sing conversion rate every month. All KPIs are constantly growing month over month

• Currently seeking TEMOS accreditation to foster even more trust

Caremondo stands for quality in medical travel and this is refl ected on every page of our website and in every step of the medical journey pro-cess.

Caremondo GmbH | Ganghoferstr. 37 | 80339 Munich | info@caremondo.com | www.caremondo.com | +49 89 120-89-81-55 | | Registered court: Munich HRB 213846