The roles of nurses employed as medical tourism facilitators in Taiwan: A qualitative study

Taiwan is widely recognized as a leading destination for medical tourism and serves as a useful model for countries seeking to develop this sector. This study aimed to delineate the roles and competencies of Taiwanese nurse medical tourism facilitators (NMTFs) across the international patient pathway and to derive managerial, educational, and policy implications for this industry. A qualitative descriptive study was conducted using semi-structured interviews with five registered nurses employed as NMTFs in four Taiwanese hospitals (September–October 2019). Data were analysed using a (theoretical) reflexive thematic analysis following Braun and Clarke’s six phases. Four interrelated NMTF roles emerged along the pathway from pre-arrival to post-return: Gatekeeper (eligibility/risk triage and protection of clinicians’ time), Advocate (relationship-based communication across linguistic/cultural boundaries), Coordinator (logistical and clinical scheduling aligned to hospital workflows), and Cultural care leader (transforming experiential insights into organization-level cultural competence). Together, these roles integrate access control, person-centred support, and operational coordination within international medical services. The findings of this study suggest the utility of an integrated nurse-facilitator model embedded in medical tourism provider organizations. Recognizing NMTFs as core team members, formalizing standard operating procedures, and investing in cultural-communication education can improve service quality and patient experience.Key pointsNurses employed as medical tourism facilitators (NMTFs) coordinated almost all medical tourism arrangements before clients’ arrival in Taiwan.Because of their clinical background, NMTFs can effectively utilize hospital resources.NMTFs helped to develop the cultural competence of medical professionals.