Delivering Excellence to the World
Sun Sea & Surgery speaks to Zaibani Md Dom, CEO of Makeover Vacations Sdn Bhd at the Asia International Travel Expo held in Kuala Lumpur recently.
“It was just a tip of the iceberg” was how this gentleman better known as Bani, described Dentalpro’s achievement in tapping into the international market. A Dental Specialist Centre in Kuala Lumpur was Makeover Vacation’s (MV) first agenda when it was established in 2004 and what they learned from it was priceless.
With MV as its main marketing agent, Dentalpro had served many patients from all around the world. According to Bani, the percentage of foreign patients at Dentalpro had grown from 5% in 2003 to more than 60% in the 2007. And this is just one example from one service provider of the healthcare industry in Malaysia. The growth increases the level of confidence and motivates the push for better quality of service.
For ease of logistics the MV initially concentrated on medical facilities around the Kuala Lumpur area. However, it is now prepared to move customers to other locations such as Penang and Johor Bharu, as may be required by its customers. This move results in a wider choice of recuperation and rejuvenation holidays along with a variety of activities as offered by different locations in Malaysia. Understanding the market demands and available facilities in the country, MV has no doubt that Malaysia has what it takes to deliver excellent health and medical services to the world.
The interest in Malaysia as a medical holiday destination is growing rapidly and Malaysians are ready to cope with the growth. The number of foreign patients seeking treatments in Malaysia has been growing steadily since 2003. MV has set a target to ensure that at least 5% of arrivals into the country are medical tourists who will seek treatment at some 230 private hospitals and medical centres in Malaysia. With all establishments eager to continuously improve their facilities, there will be no room for disappointments for patients seeking treatments here, even as the numbers grow.
Bani added that the development of health tourism is a Government initiated project. The strong support shown by the Government in promoting Malaysia Health Tourism will simply mean the assurance of high quality and standard of practice. The Government has taken necessary steps to prevent exploitation of the booming health tourism industry by unscrupulous parties, unethical practices and conduct. Recent actions by the authorities such as the mandatory registration of all medical facilities and the introduction of a Registrar for Specialists in all medical related fields are just some of the steps being taken to protect consumers.
As a Health Tourism company recognized by Tourism Malaysia, MV believes that the credibility of the industry is also reflected by MV’s ability to deliver the best products and services. It also has a responsibility to ensure that all related establishments and professionals in Malaysia are fairly represented and given the required exposure and opportunity in the market. Bani personally feels that MV is not merely a business undertaking but a challenge to put Malaysia on the Health Tourism world map.
Bani (far left) with Tourism Malaysia’s Director Hj Azizan Nordin, Tourism Malaysia’s Director General Dato’ Mirza Mohamad Taiyab and MV’s Chairman Dato’ Yaacob Arshad at AITE.
In order to improve efficiency at all levels, MV has established a network that among others; to channel the interest generated by its many marketing and promotion arms to healthcare service providers and to link all participants involved in the Health Tourism industry. A proactive network provides a platform for beneficial cooperation, problem solving, collective forward planning and most importantly, performance evaluation.
It is common knowledge that price is a factor in choosing your medical holiday destination. But it isn’t everything. Bani believes that personalized care and service goes a long, long way. Understanding what people want, giving them the best and making no compromises on quality and care - that is MV’s approach. MV is a patient’s family away from home.
MV’s role goes beyond merely promoting facilities and expertise to the world. “Our clients receive personalized attention from the moment interest is initiated. Once they are in Malaysia we take care of them so, that even when they are undergoing surgery they will still feel that they are on a vacation. Cosmetic Surgery, Eye Surgery, Dental Treatments, Skin Rejuvenation or even Fertility Treatment can be a part of their vacation; and the result will be the biggest and longest lasting souvenir they take home with them”, says Bani.
And the satisfaction for MV?
“It’s seeing a beaming smile on a patient’s face at the end of the Makeover Vacation’s journey. We know that we have done a great job when a patient thanks us for our service and tells us what a great journey it has been. But when the patient returns for other treatments and this time, with a spouse, a friend or a relative – it is the industry’s achievement”.
