HEALTH TOURISM
Since 2011, when we established a dedicated team to
promote Health Tourism, KPJ has been receiving tens
of thousands of international patients, mainly from the
region but also from as far as the African continent.
Thanks to the assiduous efforts of our team to build
the KPJ brand in the international market, revenue
from health tourism (HT) has increased steadily over
the years and in 2014 accounted for no less than
RM78.38 million of the Group’s revenue, up 16.83%
from RM67.09 million in 2013.
Indonesia remains our top tourism feeder market,
accounting for about 49% (or RM38.69 million) of our
Health Tourism revenue from 36,588 visits, with
Libya coming in second and while patient visits from
Bangladesh, India and Pakistan combined also grew
by 24%.
As part of our value proposition to international
patients, we have begun to employ more foreign
language-speaking staff. Some of our facilities also
provide an International Patient Counter to serve all
the needs of foreign patients, from their transport to
registration, handling of visa extensions, payment
and insurance arrangement, the booking of
appointments with specialist consultants and other
concierge arrangements.
Given the quality of service we are able to offer, as
well as our presence in Indonesia, Bangladesh and
Australia, we believe KPJ is in a unique position to
build a viable Health Tourism portfolio. Accordingly, we
have identified it as one of our key growth areas, and
have targeted for Health Tourism to contribute to no
less than 10% of our revenue by 2020. By this time, we
will have six new hospitals to ensure sufficient capacity
for the influx of patients. To further strengthen our pull
in this niche segment, we have introduced new
facilities and services that would appeal to health
tourists, such as IVF fertility treatment and, as
mentioned earlier, our KPJ Senior Living Care.
We realise that in order to attract foreign patients,
we need to be able to guarantee internationally
recognised healthcare standards. Towards this end,
we have in the group of four hospitals that have
been accredited by Joint Commission International
(JCI) namely KPJ Ampang Puteri, KPJ Seremban,
KPJ Penang and KPJ Johor Specialist.
BUILDING STAKEHOLDER RELATIONSHIPS
As a private healthcare provider, KPJ recognises
the importance of working closely with key
stakeholders in order to maintain our competitive
edge. Among our partners, insurance companies
and managed care organisations (MCOs) are
becoming increasingly more integral to our
operations, contributing to about 55% of the
Group’s total revenue in 2014.
To build robust relationships with these partners,
we provide them with healthcare education via
health forums, seminars, health campaigns and
wellness screening events. These not only help
them in their professional capacity but also serve
to enhance their own personal well-being. In
addition, we undertake case reviews to help our
partners evaluate their customers’ medical claims
using established clinical protocols to determine
the necessity of treatments and to manage all
clinical issues, costs and charges to ensure
optimal patient outcomes.
During the year, we collaborated with Manulife
Insurance on heart health initiatives in conjunction
with their launch of a plan that covers heart
attacks. We participated in a seminar organised by
Tokio Marine Insurance for their clients on
“Personal Health, Well-being and Your Insurance
Coverage”. We also organised a series of health
talks and screening for PM Care, Tenaga Nasional
Berhad (TNB), Asia Assistance, Micare, Maybank,
AmBank, etc for their clients and employees.
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KPJ Healthcare Berhad annual report
2014
