Word-of-mouth referrals between patients are a critical component of medical tourism for pediatric hematopoietic cell transplantation

Abstract

The increasing popularity of medical tourism has sparked interest from policymakers, researchers, and the media. Factors influencing medical tourism include service quality, availability, economics, and cultural differences. This study aims to analyze the key factors that influence destination selection for medical tourists. We conducted a thorough examination of hematopoietic cell transplantation (HCT) data from the pediatric population at our institution from 2006 onwards, focusing on the aspect of medical tourism. Most connections to services were made through encounters in patients' daily lives and environments, such as word-of-mouth (WOM) from previously treated patients, family, or friends; connection through other services; referral from health care professionals; and seeing the service in their neighborhood. The results of our study indicate that the outcomes of these patients were comparable to those of patients with unrelated donor HCT who were not from an international background. Approximately 55% of our patients were referred to those who previously received treatment. Effective WOM referrals between patients are essential to the success of a medical tourism business. Patients referred to hospitals tend to have higher satisfaction rates and are more likely to become repeat customers. This ultimately leads to increased revenue and a stronger reputation in the industry. Additionally, positive feedback from satisfied patients can significantly enhance an organization's reputation and attract more potential clients. Chinese tourists and Taiwanese people share language and history. Engaging in direct conversations with physicians regarding personal matters has proven to be more effective than depending on the translator. WOM referrals are critical components of the medical tourism industry. The results indicate that WOM referrals play an essential role in conveying patients' experiences, leading to increased revenue and a stronger reputation in the industry.