Medical Tourists’ Satisfaction and Decision-Making Factors with a focus on the Czech Republic

Abstract

Abstract Medical tourism in the Czech Republic is a relatively new phenomenon, so far, no research has been conducted in this area to collect relevant data. This research aims to analyse and evaluate the experience of medical tourists and find out what is important and what influences them in choosing a destination where they will undergo the selected procedure. Based on qualitative research, which was conducted in the form of interviews with medical tourists who underwent medical intervention in the Czech Republic, the problems faced by medical tourists, and factors influencing their decision-making processes were identified. Finally, suggestions for improvement were found. The research focused on the areas of communication, behaviour, decision-making processes, and factors that lead to patient satisfaction. The results are important not only for the healthcare facilities themselves but also for the creation of an adequate marketing strategy, as it was found that the most important tool in the decision-making process is the word of mouth. It was found that medical tourists choose the country mostly based on the recommendation of family or friends, mostly those who have already undergone medical treatment in that country. Therefore, it is important that patients leave satisfied so that they can continue to recommend going for treatment abroad or particularly in the Czech Republic.