Dr Prem Jagyasi: Bagatin Clinic is Case Study for Global Healthcare Excellence

October 25, 2019 – During a recent TCN interview with global medical tourism expert, Dr Prem Jagyasi, Croatia’s leading Bagatin Clinic was mentioned several times. After the interview, I asked Dr Prem to tell us a little more about Bagatin and its standing on the global stage.

It is just over two years since I became aware of Croatia’s medical tourism industry. My introduction was a chap called Ognjen Bagatin, who messaged me on Facebook one evening. I had no idea who he was, but he was very polite and complimentary about my work, which has said he had been following for a number of years.

A few days later we met at his clinic in Zagreb, a very modern and well-equipped affair, with superbly trained staff. Was I really in Croatia? He encouraged me to visit some other medical tourism facilities of excellence, which is how I came to do tours of Svjetlost Eye Clinic and St Catherine Specialty Hospital, a member of the Leading Hospitals of the World.

I was stunned. Here was a tourism industry where the very best seemingly could compete with some of the best in Europe. I got writing and Health Tourism is Coming Home: Why Zagreb is the Next Big Medical Tourism Destination was born.

I started attending health tourism conferences, wrote a lot more and even won a medical tourism media award in Malaysia.

And wherever I went, Bagatin Clinic was already there – at conferences, award ceremonies (such as Best Dermatology Clinic in Europe, above, for example). With my limited knowledge of the global market, it was hard to know just how good Bagatin was outside Croatia, and how the clinic compared with its European competition, but it was clearly doing an excellent job.

At this week’s 3rd Adriatic Health, Sport & Tourism Investment Forum, international keynote speaker Dr Prem Jagyasi was kind enough to find time for a TCN interview. During our chat, Dr Prem mentioned Bagatin several times when giving examples of excellence. I saw it as the perfect opportunity to satisfy my curiosity – how was Bagatin Clinic perceived within the industry outside Croatia?

(Dr Prem with Team Bagatin – Ognjen Bagatin, Tea Hitner and Andrea Stipanic)

Bagatin is bringing the first patient experience conference to Europe in March, which will be held in Dubrovnik, with Cleveland Clinic. To me this is an amazing thing that one clinic can lead like this.

Not only that but Bagatin Clinic has put so much investment into capacity building, educating their team and also many others in the industry. This patient experience conference clearly shows that a private clinic or hospital can bring so much value to the brand of Croatia.

They have won many awards for their marketing and treatments, and I have personally visited their centre in Zagreb. The quality, the focus, the design – it is just incredible. I think they could be a perfect case study for other private hospitals and clinics on a global scale.

You have travelled the medical tourism world and seen many countries in action. Is there a similar example of a private clinic like Bagatin which is so far ahead and really dragging the rest of the brand along with it.

Not one clinic like Bagatin, no. There have been some hospitals who have arranged conferences, but nothing like Bagatin. And this patient experience conference will be great. It is the Bagatin relationship with Cleveland Clinic which will also see Cleveland involved.

One thing you will always notice about Bagatin is that they never just talk about their own clinic, but they are always talking about Croatia in general, talking about the wellbeing of patients. And they do capacity building brilliantly. I really do think that the government does need to acknowledge and support such clinics for the efforts they are making. There are perhaps some examples of larger hospitals doing similar things, but for a small clinic like Bagatin, it is unique.

When did you first become aware of Bagatin Clinic, and tell us about the progress you have seen since that first meeting?

I met CEO Ognjen Bagatin several years ago. I have seen the clinic participating in international conferences in places like the USA for a long time now. I have listened to Ognjen speaking at many conferences all over the world. He talks about how his clinic evolved and became a leader, and how other clinics can also become leaders.

They are creating a beautiful case study which is a combination of three things: expertise in medicine, expertise in business, and utlising talent. I remember some members of Bagatin were in one of my workshops, and it was noticeable how engaged they were, and how eager to ask questions. They were very active, wanting to learn and improve. Bagatin has created a great working culture.

All this encouraged me to go and visit them in Zagreb. Ognjen was kind enough to show me every procedure room. The entire space was beautifully designed with open spaces and lots of natural light. Every single element was very well thought out.

I later researched the clinic and could see the quality of service they provide and the code of ethics. They have developed a brilliant strategy, and when I listen to him speak, he not only talks about the services he offers, but how Bagatin can contribute to help other clinics, both inside Croatia and elsewhere. I am always happy to see them at conferences.

You obviously have a more global viewpoint than me. I can see that Bagatin is at the top of Croatian medical tourism healthcare, but where would you, with your knowledge and experience, put Bagatin Clinic on a European level?

Bagatin is, in my opinion, close to the very top in Europe. I have been recently to some excellent centres in Paris and Munich, and there are many excellent clinics. However, one issue which I see with clinics in more traditional European destinations is that they rarely have a great marketing strategy.

European medical tourism destinations build up their facilities, but they are not quite as good at getting their message out there. That is one area where I would put Bagatin at the very top – they really do have the best marketing I have come across in Europe. And of course, the quality of care and service that follows is excellent. This is where Bagatin excels where many European centres failing – reaching out. They do it brilliantly.

In terms of quality of services, they are on the level of some of the best European clinics, but in terms of packaging of the whole product – outstanding. Their support services are very impressive, including a great international patient support desk.

And they are setting up a great case study of excellence for other health tourism clinics to follow. The main components are quality, aesthetic design, transparency which they have, ethics and a code of conduct, international standards of customer service, an international patient desk and marketing office, and capacity building. And finally their branding and marketing, for which they have rightly won many awards.

Such clinics are essential to build the reputation of a destination, as governments alone cannot do everything. But I really do congratulate everyone at Bagatin Clinic – they are doing a wonderful service for Croatia.