1. We provide medical care coordination services; we are not a healthcare institution.
FamilyAid is operated by Shanghai Shanen Health Management Service Co., Ltd. (2nd Floor, Nos. 378–380 Pingfu Road, Xuhui District, Shanghai) and provides cross-border medical care coordination and medical travel support services. We are not a hospital, clinic, or online healthcare provider; we do not offer medical diagnosis or treatment services, nor do we employ or manage any physicians who would provide medical care for you.
II. No physician-patient relationship exists with FamilyAid.
Using this website, submitting a consultation request, or engaging this service does not establish a physician-patient relationship between you and FamilyAid or its employees. A physician-patient relationship is established solely between you and the licensed physician at the hospital where you receive care.
Our medical consultants can provide information regarding the healthcare pathway, differences between hospitals and specialists, the general procedure for a specific treatment, estimated duration, required documentation and costs, as well as precautions to take on the day of treatment. They do not make diagnoses, do not provide opinions on the clinical appropriateness of medication or surgical approaches, do not interpret test results as diagnostic conclusions, and do not issue treatment plans. All clinical information is provided by your attending physician.
III. The content of this website does not constitute medical advice.
All content on this website – including hospital and specialist profiles, disease and surgical procedure pages, cost guides, articles, frequently asked questions, newsletter updates, and information regarding our consultants – is for general informational purposes only; it does not constitute medical advice and cannot replace in-person consultations or consultations with licensed physicians.
Please do not disregard professional medical advice or delay seeking medical attention due to the content on this website; do not initiate, discontinue, or alter any medication or treatment based on the content of this website.
IV. The second clinical opinion and remote medical record assessment are merely preliminary opinions.
The written second clinical opinion or video consultation arranged by us is based solely on the medical records, imaging studies, and information you have provided; it constitutes a preliminary clinical assessment, does not represent a definitive diagnosis, nor does it guarantee that you are suitable for a particular treatment. Its accuracy depends on the completeness and quality of the information you have submitted. Prior to surgery or hospitalization, most hospitals require an in-person consultation and may order additional diagnostic tests, which could substantially alter the treatment plan and associated costs.
V. Clinical responsibility shall lie with the attending physician.
All diagnoses, treatment plans, surgical procedures, prescriptions, and clinical decisions are made by the licensed physicians at the treating hospital; it is these physicians – and not FamilyAid – who bear the clinical responsibility. We are responsible for coordination, translation, and support; we do not direct your treatment nor do we interfere with your clinical judgment.
VI. No warranties whatsoever
FamilyAid does not guarantee: any clinical outcomes, cure, recovery, or survival rates; admission to a specific hospital, appointment with a specific specialist, or provision of services on a specific date; the accuracy of cost estimates made by physicians prior to a full review of medical records; visa approval or permission to enter China; or the continued stability of specific hospital policies, pricing, or appointment availability.
Hospital rankings, accreditation status (e.g., Grade III Class A hospital, JCI accreditation), surgical volume, and specialist profiles are all sourced from public channels and are provided for reference only; they do not constitute a guarantee of medical quality or the outcome of your specific case. The statements regarding the number of partner hospitals (over 2,700), the number of cities covered (56), and the number of on-site service personnel (over 400) merely indicate the scale of our coordination network and do not constitute an affirmation of the service quality at any individual hospital within this network.
VII. Your Medical Records
You are responsible for providing accurate, complete, and up-to-date medical information, including your full history of illnesses, allergies, medications, previous surgeries, implants, and infectious diseases. If your medical records are incomplete, inaccurate, outdated, or if you have concealed any information, this may lead to potential deviations in your assessment, treatment plan, or cost estimate, or may entail additional risks. Please remove any information that is not relevant to this clinical review.
8. Emergency Situations – Please call emergency services immediately.
In the event of chest pain, dyspnea, sudden limb weakness or numbness, uncontrolled bleeding, loss of consciousness, severe allergic reaction, or any other medical emergency:
Within China: Dial 120 (Emergency Center) or proceed immediately to the nearest hospital's emergency department.
For other countries/regions: Dial your local emergency number (USA: 911; EU: 112; UK: 999).
Please contact your FamilyAid coordinator only after you have completed the initial first aid measures. We do not provide emergency medical services, nor can we call an ambulance on your behalf.
IX. Pharmaceuticals, Medical Devices and Cross-Border Compliance
Prescription drugs, controlled pharmaceuticals, and medical devices that are legally available in China may be subject to restrictions in your home country, or vice versa. Please check your country's entry regulations before bringing medications back to your home country. We can provide prescriptions, invoices, and supporting documents, but we do not handle international mailing of prescription drugs, nor do we provide advice regarding customs or pharmaceutical import regulations.
Where the treatment involves human genetic resources, biological samples, or the cross-border transfer of such samples or data, additional compliance with the Biosafety Law of the People's Republic of China, the Regulations on the Administration of Human Genetic Resources, and other applicable regulations is required, and the hospital's ethical and regulatory approval requirements must be met. In such cases, we will notify you and coordinate with the hospital; however, the responsibility for obtaining the necessary approvals rests with the medical institution and you in accordance with the law.
X. Insurance
We recommend that you purchase medical travel insurance covering complications management, extended stays, and emergency medical evacuation before traveling. We do not sell insurance, nor do we guarantee that any policy will be paid out.
XI. Third-party content and patient stories
We may publish hospital information, rankings, statistical data, or patient stories provided by hospitals or shared by patients; these are published in good faith without independent verification. Patient stories represent personal experiences and are published only with the appropriate authorization; they do not constitute an assertion of therapeutic efficacy nor a prediction of your treatment outcomes. The use of names and medical imaging materials may be removed upon request.
XII. Qualifications and Regulatory Status
FamilyAid operates as a medical care coordination and medical travel support service provider (Shanghai Shanen Health Management Service Co., Ltd., 2nd Floor, No.378–380 Pingfu Road, Xuhui District, Shanghai) based on its business license issued in China. We are not a licensed medical institution and are not subject to professional medical regulatory oversight. Should we obtain additional qualifications or join any industry organizations in the future, such information will be listed in this section.
13. Consultation
If any part of this statement is unclear, or if you would like an interpretation in your native language, please contact shanenguoji@familyaid.com.cn before proceeding. We would rather provide an explanation twice than have you proceed under the assumption that you do not understand.
Bottom-of-page one-line summary
FamilyAid is a healthcare coordination service provider, not a medical institution. We do not provide diagnosis or treatment; the content on this website does not constitute medical advice. All clinical decisions are made by licensed physicians at the treating hospital. In case of an emergency, please call 120 (within China) or your local emergency number. Read the full Medical Disclaimer.