These efforts have proven effective, as seen in
increasing numbers of expat and international patients
since 2012. As our foreign patient numbers increase,
so do the number of our “patient ambassadors”. The
multitude of international patients who received
successful treatment will return to their countries full
of praise of our care. Many of them will repeat with
subsequent treatments, while also encouraging their
family and friends to benefit from the KPJ touch.
To reassure foreign tourists of the quality of our
healthcare, we have been fronting our four JCI-
accredited hospitals – namely KPJ Ampang Putri, KPJ
Seremban, KPJ Penang and KPJ Johor Specialist
Hospitals – as our health tourism hubs. In anticipation
of growth in this sector, we have identified two more
hospitals for the globally recognised accreditation.
Our revenue from Health Tourism increased by
16.83% as at December 2014 to RM78.38 million from
RM67.09 million in 2013. Indonesia remained our top
health tourism market, contributing about 49% of our
total health tourism revenue. Indonesia being the
largest contributor to KPJ Group of Hospitals has led
us to participate in events and sales visits that
reached an agreement to cooperate with the major
Indonesian banks as well as build a good rapport and
relationship with the Indonesia Embassy, Tourism
Malaysia Jakarta and also health companies
throughout Indonesia.
At KPJ, efforts to promote health tourism began in
earnest in 2011 when a full Health Tourism team
was put together. Extending the Group’s patient-
centric credo to our foreign patients, we employed
foreign staff specifically to interact with our
international patients – to treat them in a manner
they are comfortable with as well as to talk to them
in their own language. At the hospitals earmarked
for health tourism, we set up International Patient
Counters to serve as one-stop centres for foreign
patients, offering pick-up and shuttle service, patient
registration, handling of visa extensions, payment
and insurance arrangement, booking of appointments
with specialist consultants and other concierge
arrangements.
Supporting our resources within Malaysia, we have
engaged foreign agents in several key markets
overseas including Indonesia, China, Bangladesh, the
Middle East and East Africa, who help patients to
select the KPJ hospital that best suits their
treatment and other needs. These agents then work
closely with our Health Tourism team to arrange
every aspect of our foreign visitors’ stay and
treatment in our hospitals, from the selection of the
medical consultant to the dates of visits, pick up at
the airport and other details.
Indonesia remained our top medical
tourism market contributing
49%
about
of KPJ’s total health tourism revenue
105
KPJ Healthcare Berhad annual report
2014
