How do they manage aesthetic, hair transplant and dental treatment requests from the UK market in one system, from quote through travel and post-treatment follow-up?
Maya Medical Group is a London-based health tourism organization. For patients from the United Kingdom and surrounding markets, it arranges plastic surgery, hair transplants (FUE/DHI) and cosmetic dental treatments at partner accredited hospitals in Istanbul. English-speaking patient coordinators, flight-transfer-accommodation planning and post-treatment follow-up are a natural part of the service.
In health tourism, the patient journey spans two countries and many months: the first messages in London, surgery day in Istanbul, then follow-up communication that lasts for months. This journey had three structural challenges:
Channel sprawl. Prospective patients wrote via WhatsApp, Instagram and the web form, and one patient’s conversations were split across different screens and devices. Coordination load. Flight details, transfers, interpreters and hospital appointments were each tracked by different people, and one broken link affected the whole experience. Source invisibility. It was impossible to measure clearly which marketing channel actually turned into an approved treatment.
Every inquiry from WhatsApp, Instagram DMs and the web form lands in one dashboard with its source tag. The patient’s card shows which campaign they came from, so even if the coordinator changes, the conversation history and treatment plan stay on record.
Treatment + accommodation + transfer packages are prepared as PDF quotes, and their sent/approved/revised statuses are tracked in the pipeline. Currency-based pricing makes it possible to send clear quotes to the UK market in GBP.
When a patient’s flight details are confirmed, task cards open for transfer, interpreter and hospital coordination, each with an owner and a due date. Post-treatment follow-up communication also runs through the patient card with ready-made message templates.
A prospective patient’s entire history, from first message to post-surgery follow-up, became visible on a single card.
The quote-approval process moved out of email chains into a trackable flow.
Transfer and operations coordination moved from personal memory to a task board.
Marketing channels’ leads and approved treatments became reportable.
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