ANALYSIS OF OVERSEAS MEDICAL SERVICES QUALITY IN THE DECISION-MAKING PROCESS OF MEDAN CITY RESIDENTS FOR SEEKING TREATMENT ABROAD POST-COVID-19 PANDEMIC

Abstract

The COVID-19 pandemic has led to significant changes in global healthcare services, with a notable decrease in the number of individuals seeking treatment abroad due to the pandemic. However, as travel restrictions have eased and borders have reopened, there has been a significant increase in overseas medical travel post-pandemic. The quality of medical services abroad offers high-quality healthcare, including access to the latest technology, reliable medical expertise, shorter waiting times, and high safety standards. This study aims to analyze the perceptions of Medan City residents regarding the quality of overseas medical services in their decision-making process for seeking medical treatment abroad post-COVID-19 pandemic. This research employs a qualitative approach with a case study methodology and was conducted in Medan City from February to March 2024. The informants in this study were six residents of Medan City who sought medical treatment abroad after the COVID-19 pandemic, selected through purposive sampling. Data collection methods included in-depth interviews, observation, and documentation. Data analysis was performed interactively through three stages: data condensation, data display, and conclusion drawing. The results revealed an increased demand for overseas medical treatment post-pandemic, despite changing opinions on the quality of overseas medical services. Factors influencing the decision-making of Medan City residents included healthcare technology, doctors' competence, and nurses' competence. It is recommended that hospitals in Medan City provide training in healthcare technology to enhance doctors' and nurses' abilities in diagnosis, treatment, and patient care. Additionally, hospitals in Medan City are encouraged to implement punctuality standards for doctors and nurses in patient examinations to improve service quality.