Support Policy

Effective Date: [Insert Date]

At SinoMed Assist, we are committed to providing reliable, professional, and compassionate support throughout your medical travel journey. Our goal is to help patients and their families navigate healthcare services abroad through coordination, communication assistance, and administrative support.

1. Scope of Support

SinoMed Assist provides support services including:

• Medical travel coordination
• Hospital and physician coordination
• Appointment scheduling assistance
• Medical document organization
• Translation and interpretation assistance
• Visa guidance and travel preparation support
• Patient communication support before, during, and after treatment

2. Patient Assistance Process

1. Receiving patient information and medical documents.
2. Coordinating with suitable healthcare providers based on the patient’s needs.
3. Assisting with appointment arrangements and communication.
4. Supporting travel preparation, including medical documentation and general visa guidance.
5. Providing coordination assistance throughout the patient’s healthcare journey.

3. Communication and Translation Support

SinoMed Assist helps facilitate communication between patients and healthcare providers. Translation assistance is provided to help patients better understand medical discussions; however, it does not replace direct communication with qualified medical professionals.

Patients are encouraged to discuss diagnosis, treatment options, risks, and expected outcomes directly with their treating physicians.

4. Privacy and Confidentiality

We respect patient privacy and handle personal and medical information with appropriate confidentiality and security measures.

Patient information is shared only when necessary for coordination purposes and with authorized healthcare providers or service partners involved in the patient’s care journey.

5. Response Times

We aim to respond to patient inquiries as quickly as possible. Response times may vary depending on:

• The complexity of the medical case
• Availability of hospitals and physicians
• Required document review
• International time differences
• External circumstances beyond our control

6. Hospital and Physician Coordination

SinoMed Assist helps patients connect with healthcare providers. However:

• Medical decisions are made independently by licensed physicians.
• Hospital acceptance and appointment availability are determined by healthcare institutions.
• Treatment recommendations and medical outcomes remain the responsibility of the treating healthcare professionals.

7. Travel and Visa Support

We provide guidance and coordination related to medical travel arrangements. However:

• Visa approval decisions are made solely by the relevant government authorities.
• Travel arrangements may be affected by airlines, regulations, or external circumstances.
• SinoMed Assist does not guarantee visa approval, travel availability, or delay-free travel.

8. Limitations of Support

While we strive to provide high-quality support, SinoMed Assist cannot guarantee:

• Specific medical results
• Treatment success
• Recovery outcomes
• Hospital availability
• Visa approval
• Travel arrangements without delays

9. Patient Responsibilities

• Provide accurate and complete medical information.
• Follow instructions provided by healthcare professionals.
• Review and understand treatment plans provided by medical specialists.
• Maintain valid travel documents and comply with applicable regulations.

10. Contact and Support Requests

For assistance or inquiries regarding our services, patients may contact SinoMed Assist through the official communication channels available on our website.