Shanghai coordination desk · China-wide access

A clear path into China’s medical network.

FamilyAid gives insurers, assistance companies and community organisations one accountable coordination layer, from first referral to structured follow-up.

Partner with us For insurers, assistance companies and Chinese organisations. Submit a care request For patients and families. A reply within 24 hours on working days.

Who we work with

Three ways into China's medical network.

Pick the route that matches your organisation — or your family.

Global Institutions

Insurers, assistance companies, senior-care providers, employers and referral organisations.

What we do

  • Named case owner & turnarounds
  • International-department access
  • Documented handover each stage
Explore Global Institutions

Core medical coordination service capability

A nationwide network, run by our own people.

Thirteen years of coordinating care for insurers, banks and employers in China — now open to international partners and patients.

years coordinating care in China, since 2013
13
Grade-A tertiary hospitals in the network
1,000+
cities with on-the-ground service
100+
field escorts on the service team
400+
BeijingShanghaiGuangzhouChengduTianjinShijiazhuangTaiyuanHohhotShenyangChangchunHarbinNanjingHangzhouHefeiFuzhouNanchangJinanZhengzhouWuhanChangshaNanningHaikouChongqingGuiyangKunmingXi'anLanzhouXiningYinchuanUrumqi
Coordination hubs and provincial service areas
  • Hospital & specialist matching
  • Appointments
  • Admission coordination
  • Medical escort
  • Medical interpreting
  • Referral & transfer
  • Follow-up

Institutional & patient cases

What coordination looks like in practice.

Real cases, with names and identifying details removed.

A coordinator taking a member call at the service centre
Group insurance · since 2020

A family service package for a national life insurer's group-insurance division

Running year-round for a national group-insurance book since 2020.

A coordinator handing a policyholder an appointment slip outside a specialist clinic
Joint-venture life insurer · 2026

Specialist access as a policyholder benefit

Specialist appointments secured in 1–4 working days.

A specialist reviewing imaging with a coordinator
Second opinion · oncology

A second opinion before thyroid surgery

Written specialist opinion delivered in four days.

Service process

From first question to follow-up at home.

Six stages, each with a written output. Nothing is charged before you have the written plan.

  1. 01

    Talk to a consultant

    A brief, non-medical summary. Reply within 24 hours on working days.

  2. 02

    Records & second opinion

    Records collected and translated; specialist opinion within 7 working days of complete records.

  3. 03

    Written plan & estimate

    Pathway, duration, risks and an itemised estimate before anything is paid.

  4. 04

    Hospital & schedule

    Department, appointments and admission confirmed with the international department.

  5. 05

    On-site coordination

    Escort, interpreting and a written update every day of the stay.

  6. 06

    Home & follow-up

    Translated discharge summary and check-ins on day 3, 7 and 14, then monthly.

The FamilyAid team in Shanghai
The Shanghai team

FAQ

Questions we are asked first.

FamilyAid coordinates medical care in China: records and translation, hospital and specialist matching, appointments and admission, bilingual escort on site, and follow-up after discharge. We are not a hospital or clinic and do not provide diagnosis or treatment.
No. All clinical assessments, diagnoses and treatment decisions are made by licensed physicians at the treating hospital. Our consultants explain the pathway, hospitals, procedures and costs.
Once records are complete, a written second opinion usually takes 5–7 working days. Routine cases typically move from first consultation to arrival in 1–2 weeks; complex cases needing multidisciplinary review or bed scheduling take 3–6 weeks.
More than 30 days before the service starts, the deposit is refunded less a 10% administration charge; 15–30 days before, half the deposit is retained; inside 15 days it is not refunded. Costs already incurred are deducted in every case. The Chinese terms govern.
More questions? Ask the coordination desk

Standard services

Clear-scope services you can book directly.

Complex cases start with a free assessment.

All standard services
A coordinator sorting medical records into folders

Medical record collation & translation

Records collected, ordered and translated into English or Chinese, checked by a senior reviewer.

Deposit 300 USD
A medical consultant on a video call going through a care plan

Initial care coordination

A medical consultant, a specialist review and a draft plan — the first step before any travel.

Deposit 300 USD
An escort walking with an older patient through a hospital corridor

Single-visit medical escort

A bilingual escort at the patient's side for one hospital day, from registration to pharmacy.

Deposit 300 USD
An interpreter with a patient during a consultation

Medical interpreting

A medical interpreter for consultations, examinations and pre-operative talks.

Deposit 300 USD
A specialist writing an opinion beside imaging scans

Second opinion — written

A written opinion from a specialist at a Grade-A tertiary hospital, explained to you in plain English.

Deposit 300 USD
A patient and coordinator on a video consultation with a specialist

Second opinion — video consultation

A live video consultation with a specialist, with an interpreter on the call.

Deposit 300 USD