Hospital international departments
30 departments at 29 hospitals in Beijing, Shanghai, Guangzhou and Chengdu, documented from public sources.
Insurers & brokers
A coordination layer you can review, case by case.
We connect your members to care in China through named ownership, stated turnarounds and a written record at every stage.
Service scenarios
Where we come in.
01
Member referral
A policyholder needs a specialist, a procedure or a second opinion in China.
02
Pre-authorisation & documents
Records, estimates and invoices prepared for your claims team.
03
Benefit programme
China care coordination packaged as a member benefit.
China resource capability
What sits behind the service.
- Referral intake and case acceptance
- Records and translation
- Expert second opinion
- Written plan and itemised estimate
- Hospital scheduling and on-site coordination
- Structured follow-up and case report
SLA
Service levels we work to.
Agreed at proposal stage, tested in pilot cases and confirmed in the service agreement.
First response
Within 24 hours on working days, 48 hours otherwise
Records translated
Standard 5 working days; urgent 2 working days
Expert second opinion
Consultation within 7 working days; written opinion within 3 working days
Written treatment plan
Draft within 3 working days; final plan within 1 working day of budget discussion
Hospital scheduling
Confirmed within 5 working days; itinerary within 1 working day of hospital confirmation
During admission
Written update before 09:00 daily; every 2 hours on surgery days
Enquiries
Answered within 4 hours; emergencies escalated within 15 minutes
After discharge
Follow-up on day 3, 7 and 14, then monthly for 12 months
Service levels are confirmed in writing in each service agreement and depend on case complexity, hospital availability and public holidays in China.
Partnership process
How we get started.
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01
Enquiry
A short description of your members, markets and referral volume.
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02
Discovery call & NDA
Case types, cities, reporting format and escalation.
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03
Proposal & SLA
Scope, service levels, pricing logic and responsibility boundaries.
-
04
Pilot cases
A small number of live cases under the draft SLA.
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05
Scale
Framework agreement, monthly settlement and regular reviews.
Case
A recent example.
Group insurance · since 2020
A family service package for a national life insurer's group-insurance division
Designed a year-round family benefit for a regional group-insurance book: unlimited phone-doctor access, one specialist outpatient appointment, and dedicated green channels for women's outpatient care and children's emergencies.
- Unlimited 24-hour phone doctor
- Specialist appointment and escort
- Women's and children's green channels
English FAQ
Questions partners ask.
Not in this phase. The site covers referral coordination and enquiry capture; API, direct billing and system integration are scoped separately.
We share draft service levels at the proposal stage, run pilot cases against them, and confirm them in the service agreement.
Not through this website or ordinary email. Once a case is opened, the coordinator provides a secure channel hosted in mainland China.
Capability statement
Everything your procurement team will ask for, in one PDF.
Network and hospital access, service levels, case reporting, data handling, credentials and contracting models — sent by the coordination desk.
International partnership application
Request a proposal.
An ordinary partnership form — we reply within 24 hours on working days.
Coordination desk, Shanghai
UTC+8 · 09:00–18:00 weekdays
shanenguoji@familyaid.com.cn
WhatsApp +86 158 2116 4921
- ISO/IEC 27001:2022 certified
- Records held in mainland China
- AAA enterprise credit rating
Medical records, imaging and pathology travel through a secure upload channel hosted in mainland China, which we send you once a case is open — not through this website, an order note or ordinary email. WhatsApp, overseas email and overseas cloud services each count as a cross-border transfer of personal information under PRC law, and we handle those separately with your consent.