You founded the International Medical Center over 14 years ago. What are the biggest changes you’ve seen in the industry in that time?

One of the most significant changes is the drive to reduce healthcare costs, often at the expense of service quality. Medical assistants, insurance companies and healthcare providers are constantly looking for ways to lower costs, sometimes prioritising this over comprehensive patient care. This has led to a greater reliance on less expensive treatment options, such as using generic medications or opting for shorter hospital stays.

Another key development is the rise of self-practicing doctors, especially for house-call visits. This model has become more popular because it cuts down on overhead costs for facilities, while also providing convenience for patients. However, it also highlights a growing tension between cost-effectiveness and maintaining high standards of care.

Your business is mainly based in Mexico and the Dominican Republic, where there can be issues around payment approvals in some hospitals. How do you overcome such challenges?

Payment approval challenges in these regions can be complex, especially given that insurance processes can sometimes be slower or less reliable. To address this, we’ve developed strong relationships with local hospitals and international insurers, allowing us to create more efficient approval pathways. We’ve streamlined our billing systems to align with insurers’ requirements and negotiated terms that expedite the approval process. Transparency in pricing has been a key factor in reducing delays, as it allows both patients and insurers to understand costs upfront, minimising confusion.

In addition, we offer comprehensive support to patients navigating their insurance claims, often acting as intermediaries to ensure smooth communication between the hospitals and insurers. For cases where payment approval might take longer, we also work directly with patients, offering flexible payment plans or pre-approval options, so they can receive care without being held up by administrative hurdles. This combination of streamlined processes and strong partnerships helps us ensure that patients can access the care they need without unnecessary delays.

Your business has its own medical centres, but also has agreements with many hospitals across Mexico where you rent the surgery rooms and equipment, and can use your own specialist staff. Tell us about these agreements and why they work so well.

These agreements with hospitals create a win-win situation for both parties. We bring specialised expertise, particularly in areas like surgery and advanced treatments, which may not always be available at every hospital. Our partnerships are designed to optimise both cost-efficiency and patient outcomes. By renting operating rooms and utilising existing hospital equipment we avoid the significant capital expenses of building and maintaining full-scale facilities, enabling us to keep treatment costs low.

Insurance companies value our model because it allows them to resolve medical issues nationwide with a single call to our call centre, streamlining care delivery across the country. This approach helps manage costs while still ensuring high-quality care. The flexibility of this arrangement allows us to meet the cost-conscious expectations of both insurers and patients. Meanwhile, hospitals benefit by utilising their unused capacity, and our patients receive high-level care without unnecessary financial burden.

You have created a medical kit designed to be given to travellers, which includes different devices (such as a stethoscope). Can you tell us more about it and why it may be a vital piece of kit?

The kit is a revolutionary tool designed to provide peace of mind when travellers are far from home. It includes essential devices like a stethoscope, thermometer, otoscope (video camera), blood pressure monitor, and urine analysis strips – equipping travellers to monitor their health effectively.

It’s invaluable in regions where medical facilities may not be readily accessible. For those with pre-existing conditions, it can be a true lifesaver, enabling them to track vital signs and promptly relay any changes in their health to their healthcare providers. In emergencies, the kit allows for critical self assessments, empowering individuals to identify potential issues before professional medical assistance can be reached.

But we don’t stop at the kit itself. We offer remote medical consultations through our interactive medical care platform, where healthcare professionals can assess a patient's condition in real time, make diagnoses, issue electronic prescriptions, and arrange for medication delivery directly to the patient’s hotel or residence. This comprehensive approach – combining a robust medical kit with state-of-the-art remote diagnostics and efficient medication delivery – ensures that travellers can access professional care swiftly and conveniently, no matter where they are in the world.