Measure how prepared your institution is to operate with international patients
Before the session we send a real international enquiry to your institution, through its public channel, and measure what happened. That is the starting point of the diagnosis: not what your team believes it does, but what a patient lived.
A report with a score, the main leak quantified and a 90-day roadmap, in 10 business days. Its value is fully deducted if you later contract any programme.
We start by writing to you as a patient
Ten days before the session we send your institution a real international enquiry, through the channel you have public, from the profile of a patient who lives in another country and asks about a procedure you offer.
Then we measure, in minutes:
- How long the automatic acknowledgement took, if there was one
- How long the first response from a person took
- In what language the patient wrote and in what language they were answered
- Whether whoever answered gave their name and their role
- Whether they asked questions to qualify the case
- Whether they gave a price or a range
- Whether they proposed a next step with a date
- Whether there was follow-up without the patient insisting
That record becomes the first page of the report. In almost every institution we assess, it is also the page that produces the most silence in the room.
Method note. The person who made the enquiry scores the same eight dimensions from their experience as a patient. Your institution scores itself in parallel. When the difference between the two readings exceeds two points in a dimension, the score that counts is the patient's. They are the one who decides which clinic to go to.
Eight dimensions. Each from 0 to 5. Total out of 40.
| Dimension | What it measures |
|---|---|
| Response | Speed and quality of the first contact. How long an international enquiry takes to receive a human response, in what language and with what content. |
| Owner | Whether an owner of the international patient exists with a title, scope and authority, or whether someone does it on top of their job. |
| Proposal | Whether a qualification script exists, whether tele-guidance is offered and whether the quotation is a formal document or a loose price by message. |
| Follow-up | The cadence after quoting. Whether follow-up is scheduled or only happens when the patient insists. |
| Channels | Whether markets, the proposal and the acquisition channels are defined and connected to the journey, or whether there is advertising with no process behind it. |
| Technology | Whether all leads live in a single record with templates and flows, or in personal chats. |
| KPIs | Whether a weekly dashboard exists with response in minutes, qualification, quotation, close and ticket, or whether only enquiries are counted. |
| Structure | Written roles, a weekly review ritual and international revenue separated in the income statement. |
The diagnosis rule: every score needs written evidence. If you cannot show it, it is not a 5.
Your score out of 40 places you before we place you
- 0 to 10
No architecture
Demand is served by improvisation. No one owns it, there is no process and no measurement. Any investment in acquisition made today is lost.
- 11 to 20
Fragmented
Isolated efforts that are not connected and not repeated. It is the most common range of all.
- 21 to 30
Under construction
There is a base: a partial process, defined prices, someone in charge. Follow-up, measurement and consistency are missing.
- 31 to 40
Structured
A system exists that responds, qualifies, quotes and measures. The work is no longer to build, but to optimise and scale.
Four steps. 10 business days.
We send you a one-page form for management to complete: demand over the last six months, entry channels, who answers today, international offering, economics and competition. If a data point does not exist, you write "we do not know". Every "we do not know" is a finding, not a gap.
We send the international enquiry to your institution and record what happens. You do not know when it arrives.
90 minutes with two or three people: management, the person responsible for international operations and a medical lead. We reconstruct step by step what happened with the mystery lead and score the radar with evidence.
You receive the report and a 60-minute session with Manuel Rodríguez to review it and discuss priorities. The report is yours, with or without a later engagement.
The report, in concrete terms
What happened with a real international enquiry at your institution, minute by minute, with the assessment of the patient who sent it.
Your score and the patient's, with the gap marked in each dimension and the evidence behind each mark.
With what specifically is missing to move up to the next one, and your position in the six-level maturity model.
The four points of each of the five leaks, marked according to what exists today and can be shown. With the leak that concentrates the most non-compliances.
Enquiries per month, current conversion, conversion achievable with architecture, average ticket, and the annualised difference. It is the figure that opens the conversation with the board.
Three actions per horizon, each with an owner and a compliance indicator. No action without an origin in a finding from the diagnosis.
Build or grow, according to the five criteria. And if the verdict is that it is not yet the time to invest in internationalisation, we tell you that too. It has happened.
So that the report does not end up in a folder.
8-dimension radar
Two readings: the institution and the patient
UsThe patient
- Response31
- Owner21
- Proposal32
- Follow-up20
- Channels43
- Technology21
- KPIs11
- Structure22
Our total 19 / 40Patient total 11 / 40
- 0 to 10No architecture
- 11 to 20Fragmented
- 21 to 30Under construction
- 31 to 40Structured
Before requesting it, answer this
Check the ones your institution meets today, with evidence you can show.
It is for your institution if
- It is a hospital, clinic or medical group in Latin America
- It receives international enquiries, or has made the decision to start receiving them
- There is someone in management with the authority to act on the diagnosis
- It is willing to be shown uncomfortable data, starting with the mystery lead
It is not for your institution if
- It is looking for a commercial proposal and not a diagnosis
- It expects the report to promise a number of patients. It does not and it will not
- It cannot gather two or three people for 90 minutes
- It is a patient looking for treatment. This service is for institutions
Request the Assessment
Five fields. We reply in under 24 business hours to send you the pre-session form and schedule the session.
Frequently asked questions about the Assessment
How much does it cost?
It has a cost, and it is deducted in full if your institution contracts any programme within the following 90 days: the workshop, the build route or the growth route. If you contract nothing, the report is still yours.
Is the mystery lead not a trap?
It is a measurement. No one on the team is assessed by name and the report does not point at people: it points at the system. In most cases the team was doing the right thing within a poorly designed process. If you prefer to announce internally that it is coming, you can, and the data point loses value. We tell you that frankly.
How much of our team's time does it take?
The pre-session form, about two hours of management. The session, 90 minutes with two or three people. Nothing more.
What happens after delivery?
Nothing automatic. The report is yours. If you decide to move forward, the route recommendation is already in the document. If you decide not to move forward, you keep the diagnosis and we do not insist.
And if the diagnosis says we are not ready?
We tell you. A report that recommends waiting and first fixing local operations saves the institution far more than the diagnosis cost.
Do you sign a confidentiality agreement?
Yes, before the discovery session and without you having to ask for it.