Exploring medical tourism service challenges post-Covid-19: Insights and perspectives from immediate healthcare stakeholders for sustainable business continuity

Abstract

ABSTRACT This study objective is twofold: First, we investigate the post-Covid-19 medical tourists’ hospitalization procedures. Next, we explore the post-Covid-19 medical tourism service provider’s challenges from the immediate healthcare stakeholders and agencies insights and perspectives. This study utilizes the Business Continuity Management (BCM) model as the grounded theory. Using the qualitative method, ten informants from the senior-ranking medical tourism personnel related to the medical tourism industry were interviewed. The interview data were transcribed and analysed using thematic analysis. This research manifestly revealed: (i) uncertain standard operating procedures; (ii) limited awareness of the availability of treatment among medical tourists; (iii) overreliance on a single medical tourist’s origin; (iv) reluctance rising from risks of travelling are some of the challenges medical tourism service providers faced post-Covid-19 pandemic. This research is among the first to reveal uncertain standard operating procedures, limited awareness of the availability of medical treatment, reliance on a single medical tourist’s origin, reluctance and risks of travelling are the main threats that affect medical tourism service providers.