Prescribing Hospitality for International Patient Services: An Interview with Karen Lemaire
In the evolving landscape of healthcare, integrating hospitality into patient service is increasingly essential. Karen Lemaire, Vice President for International Patient Services at Mass General Brigham, has dedicated her career to ensuring patients from around the globe receive world-class healthcare. Under her leadership, the International Patient Services team at Mass General Brigham—a prestigious healthcare system that includes Harvard-affiliated hospitals such as Massachusetts General Hospital and Brigham and Women’s Hospital—provides comprehensive support ranging from travel arrangements to cultural accommodations. With a commitment to excellence in patient care, research, and education, Mass General Brigham delivers cutting-edge medical treatment. Lemaire shares insights on the bond between hospitality and healthcare, demonstrating how this approach enhances patient care experiences.
How would you characterize the International Patient Services at Mass General Brigham?
Karen Lemaire (KL): Our team is dedicated to providing international patients with access to world-class healthcare. We combine medical expertise with a comprehensive array of supportive services, including travel, accommodations, and emotional and cultural assistance. This commitment is underpinned by our strong reputation in medical research. A robust financial pledge enables us to offer cutting-edge treatments tailored to individual patient needs and create seamless experiences for those we serve.
Why is your approach to healthcare particularly significant, and how does hospitality impact the services you provide?
KL: The connection between our research and patient care is paramount; many procedures and practices now commonplace in healthcare settings originated from our initiatives. Our recent recognition with a Nobel Prize in mRNA research exemplifies this commitment.
“Hospitality is fundamental in building trust and enhancing communication with our patients, as many seek our services after exhausting options in their home countries.“
We strive to ensure their experience is memorable, fostering comfort and support throughout their journey.
Who benefits most from your services, and what challenges do they face?
KL: Our services primarily cater to patients from outside the United States who seek specialized care, particularly those unable to access advanced medical treatment in their home countries. Annually, we support patients from over 130 countries, facing challenges such as language barriers, cultural differences, and emotional stress associated with seeking treatment abroad. Our team addresses these needs by offering multilingual support and dedicated care coordinators who guide patients through the entire process.
What should people know about International Patient Services at Mass General Brigham?
KL: The health of a patient should never be further complicated by the context in which they receive that care. The international patients and families we work with are often far away from home and might feel stressed and vulnerable.
“Our team always puts the patient first. We tailor the entire experience to their needs. Trust and transparency are paramount. We work hard to earn that trust and make sure patients understand their condition and care.“
To do this, our staff undergoes training to understand diverse backgrounds, enabling us to effectively address specific patient needs. This might include cultural preferences, dietary restrictions, and religious practices. Our goal is to make sure nothing impairs the care our patients deserve, and they feel, as much as possible, at home.
How do you manage the emotional well-being of patients, and what support services do you offer during their stay?
KL: We create an atmosphere that is both welcoming and nurturing. Our facilities include private spaces for prayer and reflection, along with waiting areas designed to provide comfort for patients and families. We also offer access to physicians who can address general health concerns, allowing patients to feel supported in every aspect of their care. To further assist patients and their families, we provide well-equipped waiting areas, kitchen facilities, and long-term accommodation options, as well as counseling services for emotional support.
How does Mass General Brigham strive for continuous improvement in its service delivery?
KL: Just as medicine is constantly advancing, so is our commitment to our patients. We gather continuous feedback from patients through regular surveys, assessing various aspects of their experience from clinical care to logistical support. We also participate in a U.S. consortium for international patient care, exchanging best practices with peers. This collaboration ensures we provide the highest standards while encouraging open communication so patients can voice concerns, which allows us to address issues in real-time. We learn from our patients and families. We learn from each other. And we act on that knowledge.
What distinguishes Mass General Brigham’s International Patient Services from other institutions?
KL: Our extensive network of highly specialized physicians and medical staff dedicated to exceptional care across a multitude of subspecialties is a distinguishing factor. With over 7,000 physicians and 15,000 nurses, many of whom are fellowship-trained, we provide a seamless and holistic patient experience, ensuring emotional, logistical, and physical needs are met. This sets us apart in the realm of international healthcare.
Technology is integral to our operations at Mass General Brigham. We are implementing new systems, such as a Customer Relationship Management (CRM) tool, to enhance communication and coordination. Our goal is to streamline the patient journey by reducing paperwork and making relevant information readily accessible, thereby improving the overall experience for patients and their families. Additionally, our use of telemedicine allows patients to have virtual consultations, which are particularly beneficial for those navigating their treatment journey across multiple appointments and locations. This capability is especially important for patients traveling long distances, as it helps maintain continuity of care and facilitates easier follow-up appointments.
How do you engage with the local community to support international patients?
KL: At Mass General Brigham, we view ourselves not just as a healthcare provider but as part of the larger Boston community. We actively partner with local organizations and businesses to facilitate smoother transitions for our patients. This includes connecting patients with local restaurants, cultural experiences, and support groups, thereby fostering a sense of belonging despite being far from home. Our team is committed to being local ambassadors for our patients, helping them navigate their new environment during their treatment journey. By educating the local community about the needs and experiences of international patients, we aim to build understanding and support for those who may feel isolated during their healthcare experience.
What initiatives does Mass General Brigham take to maintain high standards of cultural competence?
KL: We implement ongoing training programs focused on cultural competence for all staff members. These programs educate personnel about various cultures, languages, and practices to foster a deeper understanding of the diverse backgrounds from which our patients come. This training enhances the quality of care we provide, ensuring that every patient feels respected, understood, and valued throughout their experience. Additionally, whenever possible, we strive to match patients with providers who speak their language, facilitating effective communication and strengthening rapport. A critical part of applying hospitality within healthcare is making sure you are making patients and families comfortable and at ease in their care environment. We hold ourselves accountable to high standards because our patients deserve this, and it’s part of who we are as a supportive care team.
What advice would you offer to healthcare professionals working with international patients?
KL: Always prioritize empathy and communication. Understanding the unique challenges faced by international patients—such as cultural barriers and emotional stress—is vital. Healthcare professionals should actively listen to their patients and be prepared to provide additional support beyond medical treatment. Building relationships and establishing trust can significantly impact a patient’s overall healthcare experience. Furthermore, remaining adaptable and culturally aware can help in recognizing and addressing patients’ individual needs, which is especially crucial in an international context.
The convergence of hospitality and healthcare has never been more significant. Personalized care can impact both clinical outcomes and overall patient well-being. The human touch—encompassing an understanding of cultural nuances and addressing emotional needs—profoundly influences a patient’s experience, especially for those who travel great distances for specialized treatment.
As healthcare systems adapt to the changing landscape, the importance of integrating hospitality into patient care becomes increasingly evident. For hospitality professionals, understanding this shift can provide valuable insights into how compassionate care can complement excellent service.
“Through innovative practices, cultural sensitivity, and a steadfast commitment to personal connections, patient support teams are not only transforming the delivery of international patient services but also fostering an environment where all patients, regardless of where they are from, feel valued, understood, and cared for.“
Ultimately, the future of healthcare is intertwined with the values of hospitality. This evolution represents not just a trend but a profound understanding of what constitutes effective healthcare: a balance between medical knowledge and the significant impact of human connection.