Blog
How to create a health resort with never-ending high season
Dildora Abdurakhimovna Ablyamitova, «TIBET MOUNTS FLORA» CMO
— How did the concept for TIBET MOUNTS FLORA originate?
— We drew inspiration from Karlovy Vary health resorts, but wanted to expand beyond that model. Uzbekistan has a rich health resort culture, which we enhanced with modern equipment, mineral water from Chatkal geyser, Crimean therapeutic muds, healing herbs from the Beldersay mountains and a rich entertainment program. We purposefully chose our location at 1500 meters above sea level, surrounded by juniper forests and near one of the world’s best ski trails. We’ve successfully created a comfortable place for all age groups.
— Do you host international guests?
— Absolutely. We welcome visitors from Israel, the USA, Canada, Turkey, the UAE, Saudi Arabia, and CIS countries. That’s why fluency in foreign languages is a must for all our team members, whether they’re at the front desk, serving tables, or practicing medicine. Without it, providing services, especially medical ones, would be impossible. Despite the pandemic, our occupancy has remained at 100% outside peak infection periods. Most of our current guests are locals, many of whom have previously visited Karlovy Vary and other international resorts. Given the overwhelmingly positive feedback, we expect they will continue to return even after travel restrictions are lifted. In fact, some guests have already visited TIBET two or three times this year.
— How do you attract new clients?
— Well, around 80-85% of our new guests find us through social media. We’ve created a series of short videos showcasing the fantastic experience at TIBET MOUNTS FLORA and actively promote them online. Word of mouth is also huge for us — many new clients are referred by friends and family who have already enjoyed their stay. Initially, most bookings were for short stays of just a few days, but now the majority of guests book for a week or more. Longer stays are more cost-effective, with a lower daily rate and more services included in the treatment packages. For example, a 3-day package includes SPA treatments, massages, an ECG, and cardiologist’s consultation. A 5-day package or longer includes access to all medical center services at no extra cost, provided there are no health restrictions.
— What sets you apart from other health resorts in Uzbekistan?
— Our treatment process organization is unique. The entire guest experience is automated through the Jivi medical information system. Check-in takes less than 10 minutes. Housekeeping staff receive tasks via tablets, ensuring rooms are prepared immediately after guests check out. We also monitor room occupancy to avoid disturbing guests; daily cleaning is scheduled for times when guests are at lunch or undergoing treatments.
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Information from the front desk flows into our medical center. Doctors handle appointments using electronic protocols, eliminating the need for manual data entry. This allows for more meaningful patient-doctor interaction and ample time for communication. A list of recommended procedures is automatically generated with each diagnosis and can be promptly added to the schedule. This feature proves invaluable, especially given our powerful diagnostic capabilities, often leading to earlier illness detection compared to local clinics.
Scheduling process is a separate, fully automated procedure. The system dispatches appointments, considering current staff workload, compatibility and other rules we put into MIS during implementation. We have no queues — clear schedule disciplines staff and patients, saving time for additional procedures, mountain walks, and entertainment.
Each medical specialist is equipped with a tablet, providing access to their schedule and all procedure details, including treatment zones, water temperature requirements, and device settings. This setup minimizes the potential for errors.
Automation not only enhances service quality and client satisfaction but also effectively doubles the capacity of our medical facilities.
— How do your staff feel about the demanding schedule?
— Our team thrives in this fast-paced environment. The automation of routine tasks has significantly lightened their workload. Plus, we have a top-notch crew — highly skilled professionals who underwent rigorous selection processes. Their income is well above market rate and is tied to their workload and digital performance, which we closely track on Jivi.
— How did you select an automation provider?
— Our focus was on user functionality for executives, doctors, and mid-level medical staff. Integration with major aggregators like Booking and Trivago was key. We wanted a system with scalability to meet not just current but future needs as we expand and enhance our services. That’s why we chose Jivi, and looking at our progress, it was definitely the right call.
— Have you worked in similar systems before?
— Before TIBET MOUNTS FLORA, I spent two decades managing the health resort organizational department at the Federation of Trade Unions of Uzbekistan. With 21 health resorts nationwide, we were constantly opening and upgrading facilities. Health resort tourism is a thriving sector in Uzbekistan. Every public sector employee or worker from a company under the Federation of Trade Unions enjoys a discounted package every three years. Tibet set a new benchmark for automation in Uzbekistan’s health resorts. Now, meeting my colleagues, I always recommend them to implement such systems, because it is necessary not only for commercial but also for departmental facilities.
— Which health facilities do you believe are more crucial to automate — large ones with a thousand beds or smaller «boutique» resorts?
— Bed capacity does not matter. It impacts staffing and equipment needs, but regardless of scale, automation streamlines doctors’ tasks, ensures accurate record-keeping, and enhances overall operational efficiency. Without this competitive edge, it becomes challenging to sell full-price treatment packages and develop the resort.
— What are your plans for expanding Tibet in the future?
— Our plans are ambitious. We aim to construct new facilities, all of which will be entrusted to Jivi for automation. Recently, we initiated a project to establish a 150-bed sports and recreation complex catering to skiing enthusiasts of all levels. We also plan to introduce a loyalty program for our regular clients, leveraging the comprehensive tools available within our current IT-solution.