Facilitating safe and successful cross-border healthcare in the European Union

•This cross-sectional study explored potential pitfalls in the medical travel process.•Health records were not always transferred abroad, especially not in advance.•Provision of follow-up care in the home country can be problematic.•Even after the implementation of the PRD, reimbursement issues were experienced.•Member states are recommended to update their policies for safe medical travel.

ObjectiveEven though medical travel is expanding, limited research has identified pitfalls along the full process of medical travel. This study explores the experiences of medical travellers, with a focus on potential issues that may threaten safe and effective medical travel.MethodsThe experiences of medical travellers were assessed using a cross-sectional questionnaire in the Netherlands in 2014. The questionnaire (n = 101) contained 52 items measuring the transfer of records, quality of care abroad, follow-up care, and reimbursement. Additionally, experts provided feedback on the pitfalls identified.Results63.1% of medical records were not transferred in advance to the clinic abroad, and for 10.7% of cases these remained unknown during treatment. Although quality of care abroad was rated higher than in the home country, follow-up care was initially refused to 22.2% of patients. Additionally, patients reported problems related to reimbursement.ConclusionMore effort is needed to facilitate safe medical travel. Medical professionals should be informed on procedures for medical travellers, especially concerning follow-up care and record transfers. Yet, medical travellers themselves are ultimately responsible for this transfer. Clear information on the necessity of this personal transfer, and clarification on reimbursement options and the authorisation procedure, should be provided by national contact points and third-party payers. Additionally, payment structures to care providers may need adjustments to cover costs of follow-up care.