Benchmarking Patient Journey in Southeast Asian Medical Check-Up Tourism

Winardi Fadilah; Teguh Tri Sutarno Putra; Reni Farida Yanti; Ima Amaliah; Nunung Nurhayati

doi:10.65049/ycrnag52

Authors

Winardi Fadilah Universitas Islam Bandung, Indonesia Author
Teguh Tri Sutarno Putra Universitas Islam Bandung, Indonesia Author
Reni Farida Yanti STIE Syariah Saleh Budiman Author
Ima Amaliah Universitas Islam Bandung, Indonesia Author
Nunung Nurhayati Universitas Islam Bandung, Indonesia Author

DOI:

https://doi.org/10.65049/ycrnag52

Keywords:

Medical Tourism, Bencmarking, Southeast Asia, Medical Check-up

Abstract

Abstract: This study explores benchmarking and patient journey strategies of medical check-up (MCU) services within the context of health tourism in Southeast Asia. Despite Indonesia’s extensive healthcare infrastructure that meets international standards, a significant number of Indonesians still seek medical services abroad, particularly in Malaysia, Thailand, and Singapore, including for preventive health check-ups. This phenomenon indicates existing gaps in service quality, patient experience, and system coordination within Indonesia’s healthcare sector. The research aims to identify best practices in patient-journey management and benchmarking models from leading ASEAN countries to enhance Indonesia’s competitiveness in preventive health tourism. Using a qualitative comparative approach, the study analyzes hospital service systems, promotional frameworks, and patient-experience dimensions through Reflexive Thematic Analysis. The findings reveal that Malaysia’s integrated healthcare travel ecosystem, Thailand’s hospitality-oriented medical services, and Singapore’s digitally efficient healthcare systems provide valuable benchmarking insights. Based on these findings, the study proposes a conceptual model that links clinical quality, operational efficiency, hospitality orientation, digital integration, and policy coordination to patient-journey effectiveness. This model contributes to theoretical and practical frameworks for strengthening Indonesia’s medical tourism industry and positions MCU services as a strategic entry point to improve patient satisfaction, build trust, and encourage cross-sector collaboration.

Keywords: Medical Tourism, Bencmarking, Southeast Asia, Medical Check-up

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