Frequently Asked Questions
Q: How do I start? What documents should I prepare?
A: Complete the medical questionnaire on our website and upload your passport copy, medical records, imaging (DICOM preferred), lab reports and medication list. Your Care Coordinator will contact you within 24 hours.
Q: How long does it take from inquiry to treatment?
A: Initial feedback takes 3–5 working days. After plan confirmation, invitation letters take about 5 working days, and surgery is generally scheduled within 2 weeks. Urgent cases can be expedited through our green channel.
Q: I do not speak Chinese. Will there be an interpreter throughout?
A: Yes. A dedicated bilingual medical companion accompanies you through registration, consultation, examination, payment, pharmacy and hospitalization, with professional medical interpretation.
Q: How do I pay? Can I use international insurance?
A: We accept major credit cards, wire transfer and cross-border payments. For partner insurers (MSH, Bupa, Ping An Global, Cigna-CMC, etc.), we can coordinate direct billing subject to pre-authorization. Please send your policy at Step 1.
Q: What happens after I return home?
A: You receive lifetime cloud records, a disease-specific follow-up schedule, remote rehabilitation and medication guidance, 24-hour response for concerns, and record exchange with your local doctor. Second visits receive priority scheduling.
Q: Can I choose the hospital and doctor?
A: Yes. We recommend hospitals and specialists based on your condition, and you may designate a preferred hospital or expert. We will coordinate availability and scheduling accordingly.
Q: Can family members accompany me?
A: Absolutely. We can arrange family accommodation near the hospital, additional interpretation and daily-life support. Please inform us of the number of companions in advance.
Q: What if complications arise after treatment?
A: Contact your Care Coordinator immediately; a specialist will provide remote guidance within 24 hours. If needed, we activate the priority green channel for a second visit to China and coordinate with your local physicians.
Q: Are stem cell and other frontier therapies guaranteed?
A: Frontier cell therapies are only arranged through legally registered clinical programs for eligible patients. They are not routine guaranteed treatments. Eligibility is determined after formal specialist assessment.
Q: How are my data and privacy protected?
A: All records are encrypted and used solely for your care. Staff are bound by confidentiality agreements; no third-party disclosure occurs without your written authorization except where legally required.