Authors - Dina Sekar Vusparatih, Handy Martinus, Eshaby Mustafa, Ahmad Hidayat Ahmad Ridzuan Abstract - Malaysia has become the primary destination for Indonesian patients over the past two decades. However, international medical tourism carries significant risks due to limited information, restricted communication access caused by distance and language barriers, while the industry heavily relies on trust for critical health-related decision-making. This study focuses on how Island Hospital implements technology strategies to reduce uncertainty in making informed decisions. A qualitative approach using a case study method was employed to gather the necessary data. Interviews were conducted with Indonesian patients and their family members at the hospital, as well as with Indonesian government representatives in Penang, Malaysia. To enrich the findings, participant and documentation observations were also applied. The results indicate that the hospital integrates Human-Computer Interaction (HCI) using four approaches in designing its web-site/portal and mobile application. This enables patients to communicate with healthcare providers despite existing barriers, and supports them in planning both pre- and post-treatment procedures.
