miratis and expatriates in UAE opt for overseas medical care

New research that reveals why many locals and expatriates in the UAE still prefer to go abroad for medical treatment, is a potentially devastating blow to Dubai’s attempts to become a major medical tourism destination. Ineffective communication, a lack of specialist services and the length of time it takes to consult with a doctor are among the reasons residents are seeking medical treatment abroad. Emiratis and expatriates who had gone overseas for health care were questioned for Dubai Health Authority (DHA) and results analysed by the Dubai Statistics Centre.

New research that reveals why many locals and expatriates in the UAE still prefer to go abroad for medical treatment, is a potentially devastating blow to Dubai’s attempts to become a major medical tourism destination.

Ineffective communication, a lack of specialist services and the length of time it takes to consult with a doctor are among the reasons residents are seeking medical treatment abroad. Emiratis and expatriates who had gone overseas for health care were questioned for Dubai Health Authority (DHA) and results analysed by the Dubai Statistics Centre

The knowledge, attitude and perception survey on medical treatment abroad among the population of Dubai is the first such survey to be done examining the knowledge, attitude and perception of the patients who traveled abroad for medical treatment between 2009 and 2012.

Laila Al Jassmi of DHA says, “The survey aims at identifying the reasons that lead to patients travelling abroad for medical treatment, and understanding the obstacles patients face and the reasons that hinder their possibility of obtaining health services in the UAE. The survey results will also help understand patient preferences in terms of: price, waiting time and the treating doctor. The analysis of this survey will help us set up evidence-based strategies and policies related to medical treatment abroad; and it will help us in reinforcing Dubai’s status as a destination for medical tourism.”

Juma Abdulla Al Hosani of Dubai Statistics Centre comments, “The survey highlighted that the two main reasons for travel abroad are treatment of joint pains, back problems and for oncology services. The survey pointed out that in many cases people are unaware of the facilities available here. It also highlighted the need for better doctor-patient communication, and enhanced customer satisfaction to ensure people are satisfied with their services.”

The key findings of the survey include:

The main symptoms/ health issues patients complained of before travelling abroad for treatment-
• Joint problems 18.2%
• Back pain 9.1%

Before travelling abroad for treatment, patients usually search for the following information:
• Treating doctor experience 23.4%
• Reputation of the hospital 21.0%
• Past patients successful experience 16.6%
• Qualifications of the treating doctor 12.0%
• Availability of advanced therapeutic technology 6.5%
• Availability of treatment 5.6%*
• Treatment costs 3.5%
• Period of the trip 2.0%
• Opinion of family and friends 1.4%
• Travel costs 1.2%)
• Treatment side effects and complications 0.7%

8% of the people who travelled abroad for treatment do not seek medical advice in the UAE for the following reasons:
• Unavailability of medical skills and equipment 56%
• Long waiting time 19%
• Not knowing where to go 19%
• Cost is too high 4%

The top six travel destinations:
• Germany 43.1%
• Thailand 21.4%
• UK 10.6%
• India 8.6%
• USA 3.9%
• Singapore 3.6%

91% showed an overall satisfaction of the services provided abroad:
• Singapore 100%
• Thailand 96.1%
• UK 94.6%
• USA 92.9%
• India 90.3%
• Germany 87.1%

90% would recommend others to seek treatment in the following destinations:
• Singapore 100.0%
• Germany 90.3%
• India 90.3%
• Thailand 89.6%
• UK 89.2%
• USA 85.7%

When asked why they went where they did:
• Advised by someone 66%
• Welcoming environment (language, food, safe) 36%
• Been to this country before 30%
• Cost of treatment is less than in the UAE 26%
• Easy to get to 15%

The main reasons for needing treatment:
• Cancer 19.7%
• Bones and joints diseases 14.1%
• Cardiovascular diseases 12.5%
• Ophthalmology 6.6%
• Neurology and neurosurgery 5.8%
• General surgery 5.0%
• Nephrology 3.9%

During medical consultation, 75% of the patients had questions directed to the treatment doctor and related to:
• Qualifications and experience 31.3%
• Time needed to recover 23.1%
• How long before I can return to UAE 7.3%

The main factors for seeking treatment abroad:
• Too long waiting time to get an appointment for consultation in UAE 32.4%
• Issues related to privacy 27.6%
• Unwanted outcomes re treatment of others 24.8%
• Unwanted outcomes re treatment of self 22.9%
• Anticipating unwanted outcome from treatment in the UAE 21.0%
• Negative and improper behavior of the service providers in UAE 21.0%

70% were inpatients and 30% outpatients. 56% said that treatment for their medical condition is not available in the UAE.19% of people who had treatment abroad had treatment side effects.

Patients who traveled abroad for treatment were impressed by the following factors related to medical services and wish if they were available in the health services in the UAE:
• Easy to book appointment when needed 55.8%
• Treating doctor listened 94.4%
• Polite and kind medical staff 94.9%
• Treating doctor talked clearly about condition 48.9%
• Reasonable waiting time 42.8%
• Treating doctor explained what might happen in the future35.0%
• Consultation and diagnostic tests available in one building 32.5%
• Treating doctor explained how to live with medical condition 30.3%
• Medical staff able to answer all questions 28.9%

The report makes recommendations for Dubai:
• Expansion of health services for cancer, orthopedics and spinal surgery
• Comprehensive diagnostic, therapeutic and rehabilitative services
• Reduce waiting time.
• Provide information on service quality including the experience of the treating doctor, reputation of the hospital, previous successful experiences of other patients.
• Provide better information on health services, medical staff and medical equipment available
• Improve patient privacy
• Doctors and other medical staff must focus on the need and requirements of patients.

The conclusion is that although Dubai may have many new hospitals and clinics, the way patients are dealt with; cost and waiting times are still problem areas.

The study surveyed more than 2,000 people – about one quarter of them expatriates – who travelled abroad for treatment from 2009 until the end of 2011. They were asked about their knowledge of, attitude towards and perception of overseas treatment.