Understanding the Care Journey
1. Consultation Request
- Customer submits the online consultation form.
- Patients share information for processing their medical request.
2. Consultation intake call for case understanding
- Customers receive a call from a non-medical consultant to confirm their request and understand their expectations.
- Explains the next steps in the process.
- Uploading medical records at this stage is optional but recommended for a complete clinical assessment.
- Document uploads are done through a secure portal, and these documents are accessed only by assigned physicians.
- Login credentials are provided to customers to access this secure portal.
3. Clinical assessment by a physician
- The physician will request medical records if these have not already been provided yet.
- A practicing physician performs a clinical assessment based on the information provided.
- The assessment of your condition is done through targeted questions, clarifications, and clinical interviews.
4. Sharing medical records
- Sharing medical records is recommended before the physician's call to support a correct & complete assessment.
- Records are always shared through encrypted channels & never by email. We will provide you with login credentials to access the encrypted channel.
- Documents are encrypted and accessed by designated physicians only.
- Documents are stored securely to facilitate assessments and treatments, after which these documents will be deleted/archived with no access to anyone.
5. Treatment planning & cost estimates
- Treatment scope and estimated costs are prepared & shared with the patient.
6. Sharing and signing of the quotes
- Quotes are explained fully before requesting your concurrence. There are no obligations at this stage.
- Necessary changes to the quotes are considered and accommodated before finalization.
- Discounts can be applied via promo codes where applicable.
7. Signing the agreement
- The agreement is shared for transparency and to formalize the conditions.
- Agreement is signed via secured channel. Obligations are established after the agreement is signed.
8. Partial payment & Visa process
- 20% payment is collected as per the agreement for visa operations, administrative costs, and government charges.
- Information required for the visa is collected via secure channels only.
- Hospital coordination, transportation, and accommodation reservations begin via trusted local operations partners.
9. Visa approval & final payment
- You will receive the approved visa.
- The remaining 80% of the payment is due as per the agreement & needs to be paid at this stage.
- This payment is held securely in our North American accounts and only released to the local operations partners when defined treatment milestones are achieved.
10. Hospital booking & securing logistics
- Hospital admission is completed.
- Transportation, accommodation, and food arrangements are secured.
11. Travel, Treatment & Care
- Your airport pickup and drop, along with local transportation to hospitals and diagnostic centers, are coordinated by our trusted local operations partners.
- Your booking details are provided to you.
- A trained medical representative is assigned to you and supports you at every step, acting as an extension of your interests.
- We oversee your treatment and remain available to you through the assigned Medical Representative.
12. Post-Treatment & closure
- A recovery plan is shared.
- Final medical records are handed over via secure channels.
- The case is formally closed.
Frequently asked questions
How long does the process take from consultation to treatment?
Timelines vary by case, since the pace from your initial consultation to visa approval depends on how quickly you complete each step on your end and how quickly the visa authority processes your application.
Once your visa is approved, procedure appointments are typically scheduled within days based on your own availability, and treatment proceeds from there.
What happens during the consultation intake call?
A consultant calls to confirm your request, understand your expectations, and explain the next steps. Uploading medical records at this stage is optional but recommended, since it supports a more complete clinical assessment later.
When do I need to make a payment?
Payments are made in stages rather than all at once. An initial payment is collected after your agreement is signed to begin visa processing and hospital coordination, with the remaining balance due once your visa is approved. Full details are on the Payments Policy page.
Do I need to travel with my medical records?
It depends on your case. In most situations, records are collected and shared only through secure, encrypted channels, never by email, and accessed only by your assigned physician. You'll be provided login credentials to that secure channel to manage your documents, rather than needing to carry physical copies, unless your physician specifically requests them.
How are my payments protected?
Payments are staged, not collected upfront in full. Your final payment is held securely with Medicay Global and released to the Local Operations Partner only at defined stages of your treatment. So funds are never handed over before treatment is actually confirmed and scheduled. Full details are on the Payments Policy page.
Do I need a visa, and will you help me get one?
Yes, patients usually need a medical visa to receive treatment in another country. Medicay Global coordinates the visa process, including collecting the required information through secure channels and managing the application alongside your treatment planning, though visa approval itself is granted by government authorities and is not guaranteed by Medicay Global. See the International Patient Disclaimer for full details.
What happens if my visa is denied?
You can reapply, but visa approval is a decision made by the relevant government authority and is outside Medicay Global's control. Please refer to the Refund & Cancellation Policy for more details on how this affects any payments already made.
Can I cancel after signing the agreement?
Yes, you can. Please refer to the Refund & Cancellation Policy for full details on cancellations and refunds, if any.