FAQ & Safety
What we are, what we aren't, what happens when something goes wrong.
We are coordinators and medical interpreters. Not a hospital. Not a Xi'an-only operator. Not a clinic hiding inside a travel page.
When something goes wrong
After hours. Fever or allergy: the Arrival Pack names the ER for that city and who answers the phone.
Clinical care. The hospital is responsible. We coordinate and translate. We carry liability cover for our service; you carry travel medical insurance.
Records. Public forms, WhatsApp, and ordinary email are not record-upload channels. If a paid Remote Plan needs selected materials, we explain a separate consent first. We do not post cases. We keep inquiry files until the matter is closed plus about 90 days, unless a care episode continues.
Medicines. Some Chinese patent medicines cannot leave the country. We write that into the pack.
Do I need WeChat?
Not to start. We work over email and WhatsApp. Some hospital counters still like WeChat; we handle that at the desk.
Can I use a passport at a public hospital?
Yes, at international desks and most registration counters. We bring you there and stay.
International desk vs a private hospital?
Private campuses are usually smoother in English and cost more. Public international desks are often enough for scheduled visits. We recommend per case.
Do you speak English at the bedside?
The interpreter does. The doctor often does not. We never promise English ward rounds equal to home.
Will my insurance pay?
Usually not. We are not in-network and we do not bill insurers directly.
Visa-free 30 days vs a medical stay
Short checkups and TCM courses often fit visa-free entry for eligible passports. Longer or more formal medical stays may need a different visa. We flag this in the plan; we are not a visa mill.
Can you get me a famous specialist tomorrow?
No. Named experts have calendars. We book what is actually open and keep a Plan B.
What if the doctor cancels?
Plan B: another doctor in the same department, or a reschedule you confirm in writing.
Do I have to come to Xi'an?
No. Beijing, Shanghai, Guangzhou, or Xi'an — or we recommend.
We do not promise cure rates, insurance direct billing, or any named expert the next day.