Bagatin Clinic is the leading clinic for plastic surgery dermatology and dentistry in the region, recognized for its quality and expertise. On what basis do you build your brand and reputation?
In our Clinic the client always comes first! From the very inception of Bagatin Clinic, more than 20 years ago, our business strategy was to set up a standard of quality that was unparalleled in the Croatian market. We have set the standard of excellence in providing services that will delight our clients and what distinguishes us from other clinics is our individual and comprehensive approach to health and beauty recognized by our numerous domestic and international clients. From the very first point of patient ´s contact with our call center or reception staff, to the aftercare and follow up with the patient, we provide them with a 5-star treatment in every point of view. There is simply no room for compromise in this aspect.
With over 250 services in 7 specialty areas, you offer your clients services for a complete makeover. What does a unique medical institution like yours offers their clients?
As you have already stated, we have over 250 „head to toe“ services and a broad spectrum of services is something we continually work on to be able to fulfill all the deeds and desires of our clients and patients. We have a reputation for excellence in the fields of dentistry, cosmetic surgery, dermatology and cosmetology. We always go the extra mile for our patients. Apart from top-quality services, when entering the Clinic our clients can enjoy the most beautiful view of the city of Zagreb from the 10th floor of the Double tree by Hilton hotel where we are situated. State-of-the-art technology and devices, highest quality dermacosmetics and medical experts who are crème de la crème in the Croatian market will make sure our clients feel safe and comfortable during the entire “client journey”. Our call center is at their disposal at any time and will always provide a timely response; our reception personnel will make sure they feel like home upon their arrival and always have the support of our back office team as they create the entire content. We offer our international patients customized package services and provide assistance our help with arranging flights, local accommodation, sightseeing opportunities and free transfers from and to the airport with a patient coordinator available 24/7. This is exactly why we had clients from 33 different countries last year and 51% more turnover from international clients compared to 2016.
Can we say that the health standard in Croatia, but also across Europe, has reached a higher level and what does that mean for users of a clinic’s services?
Croatian healthcare system has the best experts, the best doctors and the best medical personnel and this reputation follows them globally. This is why all patients, either as user of the public or private sector can be sure they are in best hands. Our private clinics really invest a lot in their quality, their image and their brand, but also in advertising. The competition is really strong, but it is also healthy because we all support each other and work with the same goal – to provide our clients even more than they expect. This is why I can say with confidence that yes, the healthcare standard in Croatia and Europe has reached a higher level.
As an acknowledgment to our daily work and effort, we have received several international awards and certificates. Our dental center has received an award by a prestigious American platform for one of the most demanding categories – full mouth reconstruction. In 2017, we received the IMTJ award for the best international cosmetic surgery clinic, and, more recently we have received the GCR award for the best dermatology clinic in Europe. In this years’ IMTJ summit we were finalists in three categories (“Best international dental clinic”, “Best international cosmetic surgery clinic” and “Excellence in customer care”). All of these achievements are a result and a confirmation of our hard work, effort, activities and proactivity, investment and not settling for anything except excellence. All of these awards are equally valuable and important to our team, BagaTeam. The acknowledgments come both from the experts in the field, but also from our clients who evaluate us according to different criteria: the expertise of our doctors and medical staff, technological equipment and the quality of our medical and nonmedical units, range and quality of medical and nonmedical procedures and services but also through reviews on independent websites (like Google and Facebook).
In branding a successful name and business, it is important to have a highly trained team as well. How do you maintain motivation and aspiration to always de better and be better? Do you believe that a satisfied team will get you further than you would go on your own?
People are everything! Without our 90 superheroes (with a tendency of growth) we would not be here where we are today. They are definitely the strength and the engine of Bagatin Clinic and with their help we can achieve all of our goals and visions. We pay a lot of attention to the selection process itself which helps us to ensure our people are the experts in our filed. But this is not where the story ends. The focus of our business is constant education and investment into our people and this is why we started the Bagatin Academy project. This is an educational project about so-called soft skills where we perfect our stress management skills, team leading, communication, presentation and public speaking, providing high quality services, conflict management, negotiation and many other skills. Our doctors work 1 on 1 with their coaches at least once per week and our department managers work with coaches as well. Our back-office team is currently being educated in project management and public speaking. Attending seminars and congresses and education in the best Zagreb business schools is part of the everyday routines. Our Human resources department has four members, one of which is our psychologist who is always ready to help and answer all pending questions. We organize team buildings, at least two dinner parties per year for all employees, small birthday presents…and many little things we work on a daily basis. I really do believe that motivation is at a very high level. If we take care of our people, they will take care of our clients and our clients will take care of our brand.
Croatia as a desirable tourist destination has a potential for growth and for being branded as a top destination for medical tourism. What do you believe is necessary for developing the country as a health tourism brand, or what are the biggest challenges we need to overcome on the way to achieve this goal?
Croatia is a country with more than 18,5 million tourists each year which makes a perfect base for the development of organized health and medical tourism. In order to become leaders in this area, we will have to make certain changes, some of them are already planned:
- Advertising targeting 18,5 million tourists who visit Croatia during summer with the help of outdoor advertising (billboards, posters)
- Enable private institutions to apply for EU fonds
- To have a legal definition of health tourism so our institutions can apply for funding of the Agency for investment and competitiveness
- Increase the budget for promotion to 20 million kuna per year (over a period of three years)
- Open the doors of our Universities (Medical and dental schools) to a larger number of international students
If we can realize these points, health tourism can be one of the key drivers of our economy and a basis GDP growth for the next 20-30 years. The biggest challenge is the lack of budget and the lack of vision. Where do we want to be as a destination in 2030 or 2040 is the key in order to position our destination in a quality way. This is how the most successful countries think and this is the biggest reason for their success – they know exactly where they are going and how they will get there.