Indonesian Patients’ Experiences and Emotional Attachment to Healthcare Services Abroad: A Qualitative Study

Abstract

Background: Medical travel is a global phenomenon with significant economic value. However, its impact is felt primarily in the patients’ home countries. Therefore, it is essential to engage in patient experience–based reflection to ensure that policy improvements remain patient-centered. This includes drawing on patients’ experiences both domestically and abroad when interacting with healthcare services especially hospitals. Objective: This study aims to explore the experiences and emotional bonds that form between Indonesian patients and foreign healthcare providers. Methods: This study conducted in-depth interviews with 15 patients who had sought medical treatment abroad, at least once in the past two years. Participants were recruited using the snowball sampling technique through patient networks. Results: Most informants had sought treatment outside Indonesia, predominantly in Malaysia and Singapore, at least once a year. Three informants had engaged in medical travel for more than five years. The study identified seven key themes: 1) Disappointing Experiences in Indonesian Hospitals; 2) Lengthy Procedures; 3) Lack of Expertise in the Home Country; 4) Medical Outcome Considerations; 5) Cost; 6) Equipment; and 7) Relationships. The decision to seek care abroad was highly personal and often stemmed from negative experiences in Indonesian hospitals. Informants found their relationships with doctors and hospitals abroad to be particularly pleasant. Conclusion: This study highlights that a combination of negative experiences in Indonesian hospitals and the perception that the quality of care in foreign hospitals is superior leads to repeated medical travel. Emotional bonds are formed between patients and their preferred doctors or hospitals overseas. Indonesian hospitals must develop a patient-centered service approach to improve healthcare retention.