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Abstract

More than one million Indonesian citizens travel abroad for medical treatment each year, generating financial transactions exceeding IDR 180 trillion (USD 11.5 billion). This study aimed to explore the reasons why Indonesians seek medical treatment overseas. A qualitative phenomenological approach was employed using in-depth interviews with Indonesian citizens who had received or were currently receiving medical treatment outside Indonesia. All interviews were recorded, transcribed, and analyzed through coding to identify themes, subthemes, and related properties. Interviews were conducted with 18 participants from three major Indonesian cities (Makassar, Surabaya, and Batam), as well as individuals receiving treatment in Singapore and Malaysia. Although complete data saturation could not be definitively established, the findings provide valuable insights into the factors influencing the decision to seek medical care abroad. Five major themes emerged: (1) word of mouth (WoM), (2) discontentment with medical services in Indonesia, (3) previous experience with medical travel, (4) family influence, and (5) medical referral. The theme of discontentment with medical services in Indonesia comprised three subthemes: discontentment with treatment plans, poor patient–doctor interactions, and discontentment with the healthcare system. Among these themes, distrust of Indonesian healthcare services emerged as the most influential factor, reinforcing WoM and reducing the willingness of patients to seek further treatment domestically. This distrust stemmed from a combination of negative experiences in Indonesia and positive experiences abroad. Trust and service excellence were the key determinants of healthcare choices. Therefore, improving patient experience is essential to reducing the number of Indonesians seeking medical treatment overseas.

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