THE FIRST ONE-STOP MEDICAL CONCIERGE SERVICE IN INDONESIA’S HEALTHCARE INDUSTRY

• Main Author: Ngian Tong Tony, Wong
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/65670
• Institution: Institut Teknologi Bandung

The aim of this research is to determine the feasibility of introducing the concept of an independent Medical Concierge Service into Indonesia’s healthcare industry. This research has adopted the Mixed method – Sequential Explanatory Design technique. More than 24 articles and literatures were reviewed, including both primary and secondary data were also collected to gain insights into the research issues and support the solutioning study. Challenges continue to plaque the Indonesia’s healthcare ecosystem in particular with variables influencing customers concerns on Affordability, Accessibility, and Assurance. These 3A challenges and variables had affected the customers choices in selecting their preferred healthcare service providers. Based on the analysis, it was revealed that the existing healthcare service providers were insufficient in meeting the customer demands comprehensively. The fragmented healthcare industry was struggling to meet the country’s medical care demands. This gap was studied and determined that it can be mitigated with the launch of medical concierge services. The new concept of medical concierge service in Indonesia could synergise and improve the local industry conditions. The limitations of this research were the requirement to observe certain data boundaries due to commercial confidentiality and sensitivities, plus restricted sample size. As society progress, the people expectations on healthcare quality also rises along with their lifestyle standards. Over recent years, the Indonesian government had made many improvements to uplift the country’s healthcare standards. However, the 3A challenges remains as the core concerns of the Indonesian population for healthcare. Hence, Healthpreneurs should seize this opportunity to set up an independent medical concierge service company to create a richer experience and better life for the people in Indonesia.