Medical tourism software manages the international patient journey
International patient work is a multi-step, multilingual and multi-party journey that runs from the first message to follow-up after returning home. HekimBis manages this journey around one case: the language and time zone of the inquiry, human-approved translation of documents, quotes and deposits in foreign currency, travel and transfer tasks, treatment, aftercare and reconciliation with the agency are in the same system and on the same patient record.
The journey in ten steps
The journey starts with verifying the facility's medical tourism authorization certificate. HekimBis keeps the certificate's number, scope, issuing authority, start and end dates and status on record; it also tracks the validity date of any accreditation or certification required for the type of facility and warns before it expires. Medical tourism works for facilities whose valid certificate is verified; HekimBis does not issue certificates, it tracks the certificate and manages the case flow. According to the Ministry's announcement, after 31 December 2026 TÜSKA accreditation is required for hospitals, laboratories, medical centers and dialysis centers that hold an authorization certificate, and the relevant certification for other health facilities; this requirement is tracked as a versioned rule. See the Health Tourism Department(opens in a new tab) sources for the current position; this information is not a substitute for legal advice.
An inquiry arrives from a web form, a phone call, a message, an ad or an agency. The patient's language, locale, country and time zone are kept in the first record, and all later communication follows them. In some cases the physician assesses the patient by video; see Online consultation. The privacy notice, consent and forms are presented in the patient's language; clinical and legal texts are not published on machine translation alone, and the human translator and approver are recorded.
The quote is prepared in the patient's currency; the original amount, displayed exchange rate, and the source and time of the rate are stored. A record of the request, reference, date, owner and status is kept for travel, transfer and accommodation. When the patient arrives, registration, appointment, treatment and payment move forward in the same secure record model as the patient flow in Türkiye. At discharge, instructions are given in the patient's language and documents in published form; the return home is planned and communication is timed to the patient's time zone. Aftercare continues by message. Commission accrues under the contract with the agency, and reconciliation, including the effect of cancellations and refunds, is recorded.
Two branches show real life. If the patient cancels the quote, the deposit is processed under the refund rule the facility has defined and the commission effect is calculated. If the authorization certificate expires or is suspended, no new case is opened; existing cases stay on record. See Medical tourism CRM for the CRM, finance and agency operations side of the journey.
At every step of the journey it is clear who is responsible. An inquiry lands with the coordinator, the time to reach the patient is measured, and a call-back task is opened for a patient who cannot be reached. When a case opens, travel, transfer and accommodation tasks can be assigned to different people; each task carries a time limit and a status, and a late task escalates to the manager. When the patient arrives, the welcome, registration and first appointment move forward inside the same case; the coordinator reads from the case what the patient expects and when they will arrive.
Intermediary reconciliation: commission accrual
Contract rule, effect of cancellation and refund, payment and reconciliation movements are kept in the organization's ledger.
- The process is complete here.
All steps
- 01 First contact: language, country, time zone (Patient) The request arrives from web, phone, message or an intermediary; language, locale and time zone are recorded.
- 02 Remote pre-assessment (Coordinator) The coordinator runs a remote pre-assessment on the documents the patient sends.
- 03 Documents and forms (Patient) Privacy notice, consent and forms in the patient's language; clinical and legal text only with human-approved translation.
- 04 Quote and deposit (Finance) Currency, original amount, displayed rate, rate source and time are recorded.
- 05 Travel, transfer, accommodation tasks (Coordinator) Request, reference, date, owner and status are recorded.
- 06 Arrival, appointment and treatment (Clinic) Patient record, treatment and payment progress in the same system.
- 07 Discharge (Clinic) Instructions in the patient's language, documents in published form.
- 08 Return home (Patient) Return plan; contact timing by time zone.
- 09 Aftercare follow-up (remote) (Coordinator) Once the patient is back home, follow-up continues by message and by video.
- 10 Intermediary reconciliation: commission accrual (Intermediary) Contract rule, effect of cancellation and refund, payment and reconciliation movements are kept in the organization's ledger.
Alternative path from 04 Quote and deposit; it returns to the main flow at 10 Intermediary reconciliation: commission accrual.
- 04a Quote cancelled: deposit refund rule (Finance) The deposit is refunded or retained by the facility's rule; the balance shows on the ledger.
10 Intermediary reconciliation: commission accrual
Patients in five languages, staff in two
An international patient is not only a translation problem; language, writing direction, time zone and currency must all be right together. In HekimBis the staff CRM interface is in Turkish and English. On the surfaces offered to the patient, meaning the portal, forms, consent and instructions, and messaging, Turkish, English, Arabic, Russian and German work. Arabic surfaces appear right to left.
Greetings to the patient are in the patient's language too: Welcome, Hoş geldiniz, مرحباً بكم, Добро пожаловать, Willkommen.
Choosing a language is not enough on its own. The patient's preferred language, locale, country code, time zone (IANA) and currency (ISO 4217) are kept independently of the screen language, so a Russian patient who speaks English, a German citizen who speaks Arabic or a patient who wants messages in Russian is received correctly. Dates, times and amounts appear in the patient's local format, and reminders are sent according to the patient's daytime hours.
The principle for clinical and legal texts is strict: automatic translation alone cannot produce a published consent or clinical content. The source text version, target language, human translator, the clinical or legal approver, the approval time and validity are recorded; if the source text changes a new review is needed, and which language was shown to the patient can be proven. Separate checks run for the wrong language, missing translation, right-to-left layout, locale, time zone and currency. See Forms, consent and documents, Patient portal and Patient messaging.
On Arabic surfaces not only the text but the layout turns right to left: form fields, the progress indicator and the order of buttons follow the patient's reading direction. The patient then fills in the form in their own language and in the layout they are used to.
Agencies, interpreters, transfer and accommodation
In international patient work no one works alone. The coordinator talks to the patient; the agency brings or accompanies the case; the interpreter makes understanding possible; the transfer and accommodation providers carry the journey. Each does different work and needs to see different data. In HekimBis these parties work around the case as tasks.
Patient
On the portal sees their own identity, contact details, the results published to them, their documents, their account and their travel tasks.
Coordinator
Facility staff, with permission limited to their task: full communication, identity and documents by task, manages the quote and deposit and runs travel tasks.
Physician
Sees identity, the clinical record and documents in full through the care relationship, and reads travel tasks.
Authorized agency
After its current authorization is verified, sees selected documents and case tasks only for a specific case, purpose, data field and period, and has access to its own commission record. Every view is written to the audit trail.
Interpreter
Sees only the document and task they are assigned to.
Transfer and accommodation provider
Receives request and status information; the task, reference, date and status of travel, transfer and accommodation are tracked.
Agencies, interpreters and providers are not counted as facility staff; only the minimum data they need for their work is opened to them. If opening a field to an authorized medical tourism agency or a clinical coordinator is really necessary, a legal basis or explicit authorization and, where needed, patient consent are required. The agency's contract with the facility, the commission rule and reconciliation records sit in the facility's internal finance ledger and are authorized separately from the clinical record. See Roles and permissions, KVKK-compliant patient tracking and Medical tourism CRM for role, care relationship and data sensitivity details.
Working with an agency starts with a contract. When the agency's authorization is verified it is brought into the case; access ends when the period expires or the case closes. If the agency changes, the earlier agency's case access is ended, the new one is added after verification, and every step is written to the audit trail.
Quotes in foreign currency, deposits and the reconciliation ledger
A patient from abroad wants to see a price in their own currency; the facility wants a consistent cash desk and reports. In HekimBis a quote is recorded with these fields: currency, original amount, displayed exchange rate, and the source and time of the rate. So if the quote is later disputed, it is clear which amount was quoted at which rate. The deposit is tied to the same quote; on cancellation the refund rule works, and the refund and balance appear on the patient account screen. Partial and installment payments and package and session balances work on quotes in foreign currency too; a payment provider connection is used for online collection, and card details never enter the HekimBis layer. See Online payment.
The reconciliation ledger is the financial face of the relationship with the agency: the version of the contract and the commission rule, earnings, the effect of cancellations and refunds, accruals, payments and reconciliation movements. The ledger is the facility's internal operations record and is tied to the facility's own contract with the agency. See Finance and payments.
The rules on promotion and campaigns differ for communication aimed at the domestic and the foreign market. The product lets you apply this distinction according to your facility's legal adviser's decision.
In aftercare the patient's time zone and channel preference continue. Follow-up reminders and medicine and care instructions go out in the patient's language and in daytime hours; the patient writes their question as a secure message on the portal, the message is classified as a clinical or operational subject, and a warning is shown for emergencies.
International patients by specialty
The areas the most international patients come to need different workflows. Below, what stands out in the journey for each specialty is summarized; the specialty workspace details are on their own pages.
Hair transplant
Photo series and form collection, separate photo consent, session plan and remote aftercare. Because it is a journey with a short stay, travel and transfer tasks are dense.
Medical aesthetics
Before and after photos at standard angles, separate photo consent, patient expectations and procedure kits. For plastic surgery see Plastic surgery as well.
Oral and dental health
Odontogram, multi-session treatment plan, prosthetics and outside laboratory work; a return-visit plan. The quote, plan and session balance work in foreign currency.
IVF
Cycle timeline, a multi-stage plan, medicine and follow-up instructions in the patient's language; time-zone-aware reminders.
Orthopedics and traumatology
Pre-operative preparation, the procedure, post-operative care and rehabilitation; remote follow-up after returning home.
When choosing a specialty you can also look at the 34 definitions on the Specialties page.
In busy periods of the journey, capacity planning matters too: the room, device and physician calendars for several patients arriving on the same day are managed with resource logic, and transfer and accommodation tasks are followed case by case.
Frequently asked questions
Is medical tourism software the same as medical tourism CRM?
CRM is a part of the software: lead, quote, deposit, agency and commission. Medical tourism software covers the whole journey, meaning certificate tracking, languages, the clinical record, treatment and aftercare. HekimBis offers both on the same patient record. See Medical tourism CRM for the CRM detail.
How is the authorization certificate tracked?
The certificate number, scope, issuing authority, start and end dates, status and evidence file are on record; accreditation or certification required for the type of facility is tracked too, and a warning goes out before expiry.
Which patient languages are supported?
The patient portal, forms, consent, instructions and messaging work in Turkish, English, Arabic, Russian and German; Arabic appears right to left. The staff interface is in Turkish and English.
How are translations published?
Clinical and legal text is prepared by a human translator and approver; the version and approval time are recorded, and a new review is done when the source changes.
Does the agency see the patient's file?
Only the minimum data needed for the case opens to an agency, for a specific case, purpose, field and period, after its authorization is verified and with an audit trail.
Is there remote pre-assessment and aftercare consultation?
Yes; the physician can assess the patient by video. Audio and video recording is off by default, and aftercare also runs by message. See Online consultation.
What is the relationship with Hekimiz?
Hekimiz is a separate, free surface where patients find verified physicians. The agency commission in medical tourism is a record tied to the facility's own contract. See Hekimiz.
Can a foreign patient be registered without a Turkish ID number?
Yes. For passports and supported foreign identity documents, the document type, number, issuing country and validity record are kept.
Does HekimBis make the travel bookings?
A record of the request, reference, date, passenger details, owner and status is kept for travel, transfer and accommodation; the booking is made by the provider the facility works with, and HekimBis follows the coordination.
How does follow-up continue after the patient returns home?
Aftercare continues by message and with reminders timed to the patient's time zone; the patient sends questions as secure messages on the portal.
Related pages
Features
Specialties
- Hair transplantDonor maps, graft counts, multi-day protocols, and international patient cases.
- Medical aestheticsArea and procedure planning, product lot tracking, session packages, photo series.
- DentalTooth and surface odontogram, treatment plans, prosthetics, and outside lab work.
- IVFCycle tracking, medication protocols, embryo traceability, and linked couple records.
Solutions and process
Software guides
Guides
- Setting Up Remote Healthcare and Online Consultation SecurelyAn online consultation is more than a video call. How USBS registration, facility permit, identity verification, consent and record linkage work in remote healthcare.
- Medical Tourism Patient Journey Guide from First Contact to Post-Discharge Follow-UpAn international patient's journey has eight stages. The authorization requirement, pre-assessment, quotes in foreign currency, intermediaries, travel tasks and follow-up after returning home.