Летний сезон меняет логику работы клиник: европейским пациентам требуется ускоренный доступ и межкультурная коммуникация

One of the realities of healthcare in the summer is that patient profiles change. While European patients are present year-round in some regions, the reality is that the number of these visitors increases during the summer months, and consequently, the logistics of some medical consultations also change. To learn what key aspects healthcare professionals need to know, El Médico Interactivo, part of the Medscape Professional Network, spoke with several centers specializing in care for European patients. The first conclusion seems clear: Clinical care does not change, but the consultation process does. In areas with a higher concentration of European patients, healthcare professionals spend more time explaining treatments, managing expectations, and coordinating continuity of care with other countries. The Diverse Profile of the European Patient Javier Casquero Lara, head of International Business at Grupo HLA (a major private hospital network in Madrid, Spain), explained that “since they do not reside permanently in the country, they typically require more streamlined care, with priority access to appointments and diagnostic tests, as they cannot afford the usual wait times of a resident patient and need to resolve their health issue during their stay.” For her part, Ana Vasbinder, Director of Institutional Relations at HCB Hospitales, clarifies her response: “This is a very diverse group. We treat both patients who need urgent care during their vacations and residents who use HCB as their primary care hospital for managing chronic conditions, surgical procedures, or medical checkups. We also treat patients coming through medical tourism; in our case, we participate in several programs with Ireland and the Netherlands.” Regarding the patient profile, the expert noted that “we observe cultural differences and variations in how patients interact with the healthcare system. International patients tend to particularly value clear communication, access to information in their own language, administrative coordination with their insurance provider, and continuity of care when they return to their home country.” Another point they raise is that it is common to treat orthopedic, cardiologic, gastrointestinal, respiratory, and oncologic conditions, as well as medical emergencies, among a middle- to older-aged population; however, the main difference lies in managing expectations. Many European patients are accustomed to healthcare systems with longer wait times to access certain tests or specialists, so they particularly value rapid diagnosis, coordination between services, and the ability to complete a large part of the care process at a single facility. Regional Differences Specifically, the patient profile varies by region. The Grupo HLA noted that, in Madrid, European patients are more similar to Spanish patients as many are expatriates with international health insurance and temporary or permanent residency in Spain. However, in more tourist-oriented areas such as Málaga or Almería, the predominant profile is that of the tourist, whose healthcare needs are different. Likewise, HCB added that the patients who come to its centers, located on the Costa Blanca, are mainly from the UK, Netherlands, Belgium, Germany, Scandinavian countries, and France — many of them residents of the Costa Blanca, long-term visitors, or expats. Logistics and Bureaucracy With this in mind, HCB Hospitals emphasized that its specialized administrative team handles authorizations, coverage verification, necessary documentation, and coordination with insurers, streamlining processes so that patients can access care as quickly as possible. When necessary, clinical documentation is also provided to ensure continuity of care with healthcare professionals in the patient’s country of origin. However, Grupo HLA noted that, when demand is high, a specific process for international patients is necessary, without distinguishing between European and non-EU patients. When a patient has international private health insurance, care is managed by requesting and obtaining the necessary authorizations prior to service delivery, following the procedures established by each insurer. Subsequently, all necessary clinical documentation is provided to ensure continuity of care when needed. The Importance of Communication Finally, the other major difference — beyond the language barrier — lies in achieving effective communication, which can also sometimes involve a culture clash. “The language barrier is addressed through multilingual staff and healthcare professionals with a minimum level of English that allows them to communicate with the patient,” explained Javier Casquero Lara. However, international patients often require more attention during the consultation, especially when it comes to explaining care processes, how the Spanish healthcare system works, the diagnostic and treatment plan, as well as coordinating with their insurance provider and the professionals who will provide follow-up care in their home country. Vasbinder explained that, at their centers, in addition to doctors and healthcare professionals who speak several languages, the hospital has a team of case managers of different nationalities who assist patients who request it. Furthermore, we are also integrating new technologies and the benefits of AI into translation and interpretation processes. This ensures that clinical information, informed consent, and treatment instructions are correctly understood, reducing uncertainty and fostering a doctor-patient relationship based on trust. In the context of growing international mobility, the experience of these centers shows that the challenge lies not so much in changing medicine as in adapting the clinical setting to the needs of patients who expect to understand, resolve, and ensure continuity of their healthcare, even when they return to their home country. This story was translated from El Médico Interactivo on Univadis.