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marm MENA Medical Network Analysis 2014 – 2017

Dr. Saifullah Khan, Medical Manager 

MENA Operations

Following the three-year completion of marm’s network expansion drive into the MENA region, a retrospective analysis of the accumulated regional data was recently repeated after carrying out network provider visits in the UAE.

These periodic monitoring exercises are undertaken to stay up to speed with operational efficiency and future outlook indicators. A rising customer interest in the target countries, which correlates directly with a marked increase in case volume, further warrants this kind of special attention to the region.

This is the fourth such study completed since the inception of the network expansion programme in early 2014, therefore allowing the fundamental evaluation of changing trends with respect to key operational indicators.

The below graph accurately depicts the aforementioned case volume trends before and during the programme duration up to now:

Grafik 1

Although the MENA cases started to trickle in from 2006, a reportable rise was not seen until mid-2009. It also needs to be noted here that up to 2014, the major bulk of the cases were seen in Egypt with a 19:1 (Egypt:Others) ratio. However, due to the changing geopolitical environment and the increased share of the travel market seen in other countries, this ratio now stands at a complete reversal of around 1:25.

The apparently eccentric, ECG-like variations in the graph actually have a logical pattern, which is related to the winter season tourist influx in the consistently dominating regional player, the UAE. This dominance is evident from the figure below:

Grafik 2

 

Country wide in-depth analyses (except for Egypt as it has an already established network from previous years) were also carried out for the operationally relevant indicators; the top 7 most active destinations are listed below:

Case Success Rate (CSR): Calculated by the amount of cases during which the requested arrangement(s) were successfully completed.

Average Response Time (ART): The average turnaround time taken to provide something substantial to the client (specific case information, guarantee of payment confirmation, detailed medical/cost report etc.)

Local Agent Deployment (LAD) %: The proportion of cases where direct arrangements were not possible and a local agent had to be engaged.

 

 

 

 

 

 

 

1) U.A.E.

 

2014/15

2015/16

2016/17

 

Case Success Rate

95%

91%

91%

 

Average Response Time

29hrs

15hrs

9hrs

 

Local Agent Deployment

8%

14%

19%

 

While persistently maintaining an impressive CSR, despite soaring volume, consistent reductions in the ART by almost half show a remarkable overall operational improvement. Both these achievements can be attributed to establishing a positive rapport with service providers via efficient communication, periodic visits and timely cost settlement.

 

These collaborative experiences have also enabled marm to identify the most cost effective options from high-quality service providers, such as those able to provide a 24/7 communication-response facility. These options are utilised whenever the customer is able to put marm in a position to refer the case, and therefore facilitate the cost containment processes beyond the special discount provisions.

 

The slight increase in the LAD is due mainly to a change since 2016 in state hospital protocols regarding foreign payers, requiring local intermediation for cost settlement.

 

2) Saudi Arabia

 

2014/15

2015/16

2016/17

 

Case Success Rate

75%

75%

45%

 

Average Response Time

14hrs

23hrs

3hrs

 

Local Agent Deployment

20%

14%

25%

 

A well below par CSR is due to local legislations making it more difficult for foreign payers to operate directly with the medical service providers. Longstanding efforts are continuing to build reliable local connections in all the major cities. For now, there is a notable improvement in the ART.

 

3) Jordan

 

2014/15

2015/16

2016/17

 

Case Success Rate

69%

82%

95%

 

Average Response Time

25hrs

29hrs

4hrs

 

Local Agent Deployment

0%

5%

27%

 

Outstanding progress achieved in the CSR and the ART, albeit with an increased LAD%.

 

 

 

 

4) Iran

 

2014/15

2015/16

2016/17

 

Case Success Rate

100%

100%

98%

 

Average Response Time

2hrs

52hrs

4hrs

 

Local Agent Deployment

50%

25%

2%

 

A near-perfect CSR maintained so far. The strategic operational expansion of marm’s local office in Tehran effectively controlled the high ART while almost nullifying the LAD requisite. Volume wise, the country has risen from the previous no. 6 spot.

 

5) Lebanon

 

2014/15

2015/16

2016/17

 

Case Success Rate

75%

71%

94%

 

Average Response Time

12hrs

10hrs

3hrs

 

Local Agent Deployment

13%

25%

50%

 

Another good example of a positive trend in the CSR and ART, nonetheless with a significantly higher LAD%.

 

6) Oman

 

2014/15

2015/16

2016/17

 

Case Success Rate

80%

100%

60%

 

Average Response Time

7hrs

7hrs

7hrs

 

Local Agent Deployment

22%

18%

50%

 

Satisfactory turnaround times, but a concerning CSR drop related to state facility cases.

 

7) Bahrain

 

2014/15

2015/16

2016/17

 

Case Success Rate

83%

80%

88%

 

Average Response Time

3hrs

26hrs

10hrs

 

Local Agent Deployment

0%

0%

0%

 

A healthy CSR coupled with an exemplary LAD reflecting a strong direct network.

 

Others

 

2014/15

2015/16

2016/17

 

Case Success Rate

91%

91%

93%

 

Average Response Time

8hrs

10hrs

7hrs

 

Local Agent Deployment

17%

26%

38%

 

These mainly concern 8 nearby countries, with Afghanistan and Iraq taking up the most notable share. The performance has largely been acceptable up to now.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Conclusion

These figures allow marm to retrospectively asses the outcome of network expansion efforts, specifically carried out over the last three years, including regular on-site service quality assessments, contract negotiations and operational developments. All these efforts are customer oriented in terms of achieving the expected standard in the quality of services, pricing and turnaround times.

 

 

To date, these efforts have established network provision in 17 MENA countries via 174 partner hospitals, clinics, ground ambulance providers, air evacuation companies, funeral service providers and local agents.
 

These numbers are expected to continue expanding, considering the growing trust customers have in these countries, signified by the 2-fold increase in cases since 2015. The increase stems from a mixture of existing as well as new customers facing obstacles in dealing directly with this unfamiliar, ever-changing and at times operationally incompatible market.

For this very reason, marm will be an insurer’s ever reliable ‘extended arm’ in the MENA region. This is being done via our sustained and unequivocal efforts to constantly improve our grasp of this peculiar market.

Apart from the periodic network visits and extensive negotiations to ensure the best services at the most reasonable prices, our network development efforts have also required extensive man hours, devoted human resources equipped with the local background experience, cultural familiarity, and communication skills.

As a result of marm medical team’s visit to the hospitals and highly experienced service providers in Dubai, we have improved our network and strengthened our infrastructure by achieving new agreements. We, as marm, are ready to manage all the cases in the region.
 
 

It is this very specific blend of capabilities that is expected to further improve all operational efficiency indicators to the optimised level, such as is already accomplished in other global regions, to achieve an outcome of 100% customer satisfaction in the near future.

marm TEMOS Announcement

marm is proud to announce its certification for “Quality in International Medical Travel Coordination" by Temos, an independent certification body for excellence in medical tourism.

Temos

Read more;

https://www.temos-worldwide.com/news/3910/turkey-marmassistance-certified-for-its-quality-in-international-medical-travel-coordination

marm Medical Sales and International Accounts Manager Talks About the Challenges in the EMEA Region !

 

 

"The interview in Global Health Insider powered by the team from ExpatFinder.com" 

 

marm Medical Sales and International Accounts Manager Ms. Ece Acar Demirkök Talks About the Challenges in the EMEA Region ! You may read on Global Health Insider. Thank you. 

 

 

 

 

Medical Service Provider Visits Region 1!

Just like every year, marm has started its medical service provider visits. Our first stop was "Antalya" region, which has significant impact on Turkish tourism.

IMG_5447

The main focus of the discussions made with the visited hospitals centered on the difficulties that the tourism industry in Turkey is facing and mutual solution proposals.

  • During the visits, all aspects related to the service quality was discussed interactively.
  • Updated the information by viewing the services of imaging centers, laboratories, intensive care units and related departments.
  • Before the season starts, whilst taking all precautions regarding the total quality management marm has also presented significant offers and advices on significant issues.

As part of our visits, we have completed the clinical studies with the reference hospitals and new agreements have been made.

  • Our service providers were informed about our new projects and targets.
  • We have shared further feedback on our international publications and the focus we place on "Turkey and Hospital Quality" in these publications.
  • The necessity of directing the industry’s attention towards health tourism was emphasized during the talks and the fact that international quality certificates creating a great sense of trust in the relative studies.  

We would like to express our sincere thanks to all our business partners for their precious support during our visit to Antalya region.

ISO 27001: 2013 ISMS Re-Documentation Process Completed Successfully!

ISO 27001: 2013 Information security and its practices continue to increase with the development and widespread usage of technology day by day.

This certificate is a valuable asset acquired in the end of independent audits to ensure "privacy", "integrity" and "accessibility" of the information assets owned by corporations and to secure technological resources as well as to raise awareness on information protection.

The importance and sensibility that the certificate brings us;

  • By ensuring the quality of our services, 
  • Protection of information and,
  • Compliance with the legal requirements,

we gain an important competitive advantage in today's information age.

In this context, marm, having acquired ISO 27001 certificate since 2014, has successfully completed the ISO 27001: 2013 "re-certification process" carried out by TUV Rheinland in April – 2017 and is entitled to renew the certificate.

We are pleased to inform you that our services and processes are progressing in accordance with the requirements of the certificates we have achieved to obtain.

We are very thankful for all our team members and partners who have always motivated us to move forward.

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