Abstract
Currently hotel tourism is of major socio-economic relevance, comparable with any other economic activity, present worldwide and driven largely by the breakneck speed of technological advances. Tourism specialists state that the quality of services is critical for the sector’s competitiveness. Spain has long-standing experience in quality hotel services. However, changes in the industry and intense competition in this sector have prompted the search for new opportunities in it.
The purpose of European Parliament/Council Directive 2011/24/EU, of 9 March 2011, on the implementation of the rights of patients seeking healthcare in a Member State other than their own, is to ensure that patients receive safe, high quality healthcare, and has opened the door to new business opportunities in healthcare and hospitality branches in Europe.
In the health branch, some European regions have recognised the chance to offer medical services given their specialisation and/or for previous recognition, which can attract a certain patient type, and for them to become tourist destinations of so-called health tourism (healthcare tourism).
This paradigm shift has been identified by some hotel managers, who see this new circumstance a chance to revisit their hotel room offers by addressing the situation to a new type of customer whose stay should be planned differently from existing offers, as well as a new way of using surplus hotel rooms or at out-of-season times. Kind hospitality is a well-known very seasonal business. Obviously, such a change in the business approach has associated changes in production processes and their quality, and even in the management of all the processes that hotels offer customers.
This article reflects on the good practices and lessons learned, and on experience in planning and managing hospital beds, which can bring a fresh approach for planning hotel occupancies of high value for this new customer type, details of which must be considered to provide high quality services using a new approach.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Álvarez, R. (2013). ¿Cuáles son los Sistemas de Salud más Eficientes del Mundo? en United Explanations. Retrieved September 29, 2014, from http://www.unitedexplanations.org/2013/11/08/los-sistemas-de-salud-mas-eficientes-del-mundo/date
Auren. (2013). Turismo de salud en España. Ministerio de Industria, Energía y Turismo y la Escuela de Organización Industrial. Retrieved August 28, 2014, from www.minetur.gob.es/turismo/es-ES/PNIT/…/turismo_salud_espana.pdf
Comisión de las Comunidades Europeas. (2005). Libro Verde: Mejorar la Salud Mental de la Población. Hacia una Estrategia de la Unión Europea en Materia de Salud Mental. Bruselas 14.10.2005. Retrieved September 25, 2014, from ec.europa.eu/health/ph_determinants/life_style/…/mental_gp_es.pdf
Deloitte, L. L. P. (2009). Medical tourism: update and implications. Retrieved September 29, 2014, from www.deloitte.com/…/us_chs_medicaltourism_11120
Directive 2011/24/EU. European Parliament/Council Directive 2011/24/UE 9th March 2011. On the application of patients’ rights in cross-border assistance. Official Journal of the European Union.
Federación Nacional de Clínicas Privadas. (2014). Informe Anual 2013. Retrieved September 29, 2014, from http://www.fncp.es/blog
Generalitat Valenciana y Conselleria de Turismo (2011). El turismo en la Comunidad Valenciana 2010. www.turisme.gva.es/opencms/.../es/.../El_Turismo_en_la_CV-2010.pdf.
Global Industry Analysis (2011). Medical Tourism Market – Global Industry Analysis, Size, Share, Growth, Trends and Forecast 2013-2019. Transparency Market Research. http://www.transparencymarketresearch.com/medical-tourism.html.
Goodrich, J. N., & Goodrich, G. E. (1987). Health care tourism—An exploratory study. Tourism Management, 8(3), 217–222.
International Medical Travel Journal (2013). Medical Tourism Climate Survey 2013. March 2013 pp. 1-92. http://www.imtj.com/resources/research-and-statistics/medical-tourism-climate-survey-2013/.
Lunz, N., Smith, R., Exworthy, M., Green, S. T., Horsfall, D., & Mannion, R. (2011). Medical tourism: Treatments, markets and health system implications: A scoping review. OECD. Retrieved August 28, 2014, from www.oecd.org/els/health-systems/48723982.pdf
Marín Lozano, O. (2012). Informe del Sector Turístico. Resumen Ejecutivo Mayo 2012-Banca March. http://www.google.es/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&ved=0CCEQFjAA&url=http%3A%2F%2Fcatedraturismosaludybienestar.uma.es%2Fwp-content%2Fuploads%2F2013%2F09%2Finforme-del-sector-turistico-mayo-2012.pdf&ei=9e8SVcadNIbsUoOqgeAP&usg=AFQjCNEDW7RsoTgzkAEPeijqoYndunvYeg&sig2=d2tGR68P7QfSm6meaov5SA&bvm=bv.89184060,d.d24 Retrieved September 1, 2014.
Medical Tourism Association. (2011). Certified facilitators. Retrieved August 28, 2014, from http://www.medicaltourismassociation.com/en/certified-facilitators.html
OECD. (2013). Organization for Economic Cooperation and Development. Health at a glance 2013: OECD indicators from http://www.oecd.org/els/health-systems/Health-at-a-Glance-2013.pdf. Retrieved September 15, 2014
Reyes Rincón, J. (2013) Para operarse, venga a España. Diario El País (15/03/2013). http://sociedad.elpais.com/sociedad/2013/03/15/actualidad/1363377878_828770.html.
Smith, M. K., & Puczkó, L. (2009). Health and wellness tourism. Oxford: Routledge.
Mourshed, M., Chijioke, C., & Barber, M. (2010). How the world’s most improved school systems keep getting better. Education. Wallingford: McKinsey & Company. Retrieved November, 2010, from http://www.mckinsey.com/~/media/mckinsey/dotcom/client_service/social%20sector/pdfs/how-the-worlds-most-improved-school-systems-keep-getting-better_download-version_final.ashx.
Tribunal de Cuentas. (2012). Informe de fiscalización de las prestaciones de asistencia sanitaria derivadas de la aplicación de los reglamentos comunitarios y convenios internacionales de la Seguridad Social. Retrieved September 28, 2014, from www.gerontomigracion.uma.es/index.php?q=node/765 de 29 de marzo de 2012.
TurEspaña. (2011). Informe anual de Habitur 2011. Retrieved September 12, 2014, from http://www.iet.tourspain.es/es-es/estadisticas/otrasestadisticas/habitur/paginas/default.aspx.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2015 Springer International Publishing Switzerland
About this chapter
Cite this chapter
Estelles-Miguel, S., Moreno Más, M.A., Albarracín Guillem, J.M., Palmer Gato, M.E. (2015). A New Paradigm in the Planning and Management of Quality Hotel Services: Health Tourism. In: Peris-Ortiz, M., Álvarez-García, J., Rueda-Armengot, C. (eds) Achieving Competitive Advantage through Quality Management. Springer, Cham. https://doi.org/10.1007/978-3-319-17251-4_8
Download citation
DOI: https://doi.org/10.1007/978-3-319-17251-4_8
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-17250-7
Online ISBN: 978-3-319-17251-4
eBook Packages: Business and EconomicsBusiness and Management (R0)