The process
One named coordinator. One continuous file.
Most of what goes wrong in cross-border care is handover failure — nobody owning the gap between the flight, the ward and the follow-up. Our process exists to close those gaps with named owners.
Commitments
Promises we are willing to be measured against
Initial assessment
Bilingual coordinator plus a reviewing clinician assess whether coming to China genuinely makes sense for you. Free, and free of obligation.
Written quote validity
A written plan with a service fee quotation and a hospital cost estimate. No estimate that quietly expires the moment you ask a question.
Reachability
One named coordinator and a 24-hour line for the duration of your stay.
Follow-up horizon
Structured follow-up at day 30, 90 and 180, with the lifetime record maintained hereafter.
The refusal rule
We are allowed to say no
The refusal rule is written into intake: if the assessment indicates this trip would not help you, or would expose you to risk we cannot manage, we say so and do not invoice anything. Operators who never decline are selling you something.
Main timeline
Second Home delivery, D-90 to D+180
Shown below is the fullest version. Lighter themes compress it; the sequence never changes.
Reach & response
Channel contact → enquiry form → five-minute bilingual first reply → 48-hour assessment → China history file and health needs file opened
Client operations
Clinical assessment
45-minute video consultation with coordinator and interpreter → bilingual collation of records and imaging → primary and backup facility matching → preliminary treatment plan with timing, a cost estimate and risk disclosure
Medical coordinator
Quote & contracting
Written plan with a hospital cost estimate and the service fee → service agreement signed (data authorisation included as a separate clause) → service fee invoiced → travel contract signed once the itinerary is set → after examination the hospital quotes precisely → informed consent signed → clinical costs paid directly to the hospital
Project manager
Preparation
Visa route confirmed → hotel and car booked → companion matched on language and preference → reunion contacts begin with consent → dietary restrictions confirmed → welcome pack produced
Itinerary designer
Readiness
Airport rota including shared pickup days → bilingual handbook issued → family group opened → time slots confirmed with the hospital
Life companion
Delivery
Airport pickup → daily itinerary → coordination at every clinical node → half-day cultural routes during recovery → nightly family report → receipts filed same day
Companion + coordinator
Settlement
Bilingual discharge summary → itemised actual-cost settlement within seven days → NPS survey → consent discussed for any filming
Project manager
Follow-up
Three remote follow-ups with record updates → check-up season contact → referral framed as a reunion event
Medical coordinator
Service operations
What translates into what you can rely on
Internally these are operating procedures with owners and thresholds. Externally they are the commitments below.
| Stage | What we do internally | What it means for you |
|---|---|---|
| Initial medical assessment | 48-hour bilingual review by coordinator and contracted clinician; documented refusal mechanism | A 48-hour assessment, free and without obligation |
| Facility matching & quote | Written treatment plan plus written plan (hospital and service listed apart); second opinion on request | The price you are shown is the price you pay |
| Payment | You pay each provider directly and separately — hospital, travel agency, TGCP | No bundled prepayment; every invoice itemised |
| Entry & in-country | Medical invitation letter issued with the hospital; visa-free and visa routes both prepared; bilingual accompaniment; family accommodation coordinated | One named coordinator, no gaps in continuity |
| Departure & follow-up | Bilingual discharge summary, rehabilitation plan, six to twelve months remote follow-up, channel to the treating physician | Going home is not the end of the service |
| Dispute handling | Complaint path pre-agreed in writing with each hospital; patient rights page published | Clinical liability hospital-side, coordination our side, boundaries in black and white |
If something goes wrong
What we do — and what the hospital does
Emergency care and clinical response are the hospital's responsibility. Ours is coordination: calling, accompanying, translating, informing and settling.
In a medical emergency
Your companion calls emergency services and rides with you, translating throughout — they make no clinical decisions. The hospital provides the care. Your medical coordinator joins within thirty minutes to coordinate; your family is informed within one hour, bilingual and in writing; insurance is filed within twenty-four hours.
Complaints
Two-hour first response to any complaint → resolution proposal within twenty-four hours → all external statements issued from one office; companions and coordinators never speak to press or social media directly.
Supplier failure
A failing supplier triggers the backup provider within forty-eight hours → any disruption to your itinerary is refunded at actual immediately with written apology → the incident is logged and puts the supplier into a review period.
The first step costs nothing
Send your situation in rough terms. The assessment comes back within 48 hours — including a no, if that is what it should be.