Who walks the 16 steps with you
From first contact to post-return follow-up, a specific person owns each step.
Scope (what we do)
Medical coordination
Department liaison, document relay, pathway hand-offs (within compliance bounds).
Appointment coordination
No promises about specific doctors or time slots.
Translation & native-language accompaniment
Accompaniment for visits, examinations, payment and reports.
Travel & accommodation
Contracted hotel resources, no negotiated rates quoted.
Local concierge
Transfers and daily accompaniment (no medical acts).
Document assistance
Organising and translating; never a substitute for medical judgement.
Communication support
Three-way communication with the hospital and your family.
Boundaries (what we do not do)
Division of responsibility
| Matter | SinoHealthGateway | Hospital | Attending physician | Client / family |
|---|---|---|---|---|
| Medical decisions & treatment planning | No involvement (relays information only) | Provides care | Sole decision authority | Informed consent |
| Eligibility (whether to admit) | Refers to the hospital; decides nothing | Decides | Takes part in assessment | Provides truthful documents |
| Scheduling & appointments | Coordinates | Final confirmation | Sees patients | Fits the schedule |
| Collection of hospital fees | Not collected, not paid on your behalf, no markup | Collects | — | Pays in person with passport |
| Platform service fee | Collects (our only income) | — | — | Pays |
| Translation & accompaniment | Provides | Cooperates as needed | — | — |
| Issuing medical documents | Never substitutes (only helps obtain & translate) | Issues | Signs | Receives |
| Handling of adverse events | Coordinates and accompanies | Medical management | Medical management | Cooperates |
FAQ
Will you choose a hospital for me?
No. We provide a verification method; the choice rests with you and the hospital.
Who is responsible if something goes wrong?
Medical management is the hospital’s; we handle coordination, accompaniment and communication, with an exception process and escalation paths.
How fast do you respond?
Our target is first response within 2 hours for urgent and 24 hours for routine matters. No measured data exists yet; the duty roster prevails.
Will my contact person change midway?
We keep the same coordinator where possible; if a change happens, we explain and the new coordinator takes over the full context.
Can I go without you?
Of course. We offer no exclusive channel; hospitals treat all patients alike.
What happens next
Every step is handled by people; you can also simply ask one question first.
Content responsibility
- Content owner
- pending appointment
- Medical reviewer
- pending appointment（G4）
- Published
- 2026-09-21
- Last reviewed
- 2026-10-08
- Sources
- Key facts come from public sources (official bodies, hospitals’ public listings); sources are references, not endorsements.
- Submit a correction
- Corrections log