About FamilyAid

Thirteen years of medical coordination, run from Shanghai.

FamilyAid is the international service of Shanghai Shanen Health Management Service Co., Ltd., which has coordinated care inside China for insurers, banks and employers since 2013.

The FamilyAid team in Shanghai — The Shanghai team, 2024

Company

Health management, on the ground in China.

Headquartered in Shanghai, FamilyAid operates a nationwide health-management and medical-assistance network for corporations, their employees and communities: an in-house field team, a medically staffed coordination desk and an expert panel, working with hospitals across the country.

Legal entity: Shanghai Shanen Health Management Service Co., Ltd.
Founded: 2013
Brand: FamilyAid
Philosophy: Caring for health, with the warmth of family

The FamilyAid reception — Reception, Shanghai

13-year history

From one Shanghai desk to a national network.

2013
Founded in Shanghai

Shanghai Shanen Health Management Service Co., Ltd. begins coordinating care for insurance and banking clients.
2018
Beijing office

A Beijing team is established to support patients at the capital's leading hospitals.
2020
Chengdu office

A south-west base opens to serve Sichuan, Chongqing and neighbouring provinces.
2021
Chengdu branch company

The Chengdu branch is incorporated, with its own service centre.
2024
New Shanghai headquarters

The coordination desk moves into its current Shanghai headquarters.
2026
International service

FamilyAid opens its coordination service to international patients and partners.

Management & service team

The people accountable for your case.

A medically staffed coordination desk, field escorts in each coverage city and a case-review routine for every file.

General Manager

Runs the company and its long-standing partnerships with insurers, banks and employers.

Medical Director

Leads the medically trained coordination desk and the specialist review routine.

Head of International Service

Owns partner onboarding, service levels and English-language case reporting.

Head of Field Operations

Manages the escort teams across the Beijing, Shanghai, Guangzhou and Chengdu hubs.

A case review meeting — Case review meeting

The Chengdu service centre — Service centre, Chengdu

National service network

Four hubs, nationwide reach.

Coordination hubs in Beijing, Shanghai, Guangzhou and Chengdu, with escort coverage across 26 provinces and all four municipalities.

Explore the network

Quality management & complaints

How we keep the standard, and what to do if we miss it.

Named case owner

Every case has one accountable coordinator from intake to follow-up.

Stated turnarounds

Response and delivery times are written into each service agreement.

Service review

Each case is reviewed at discharge; partner accounts are reviewed regularly.

Complaints channel

Write to shanenguoji@familyaid.com.cn; complaints are acknowledged and escalated to management.

Credentials, honours & partnerships

Only certificates that are currently valid appear as current.

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Software copyright registrations

Twenty-five systems registered with the National Copyright Administration of China, covering the platforms behind coordination, escort, appointments, records and remote consultation.