Question 1

Which channels can we use to contact you?

Accepted Answer

WhatsApp, Telegram, email and the site form — for first contact. After document exchange the case manager switches to whichever channel is most convenient for the family. Voice calls — by prior arrangement (we account for the time zone gap between Moscow/Almaty and Guangzhou — 5 hours).

Question 2

How long until the first response?

Accepted Answer

During business hours (9:00–21:00 Moscow time, 7 days a week) — within 1 hour. At night and on weekends — by the morning of the next day. If the case is urgent, mark it in the first message ('urgent', 'emergency consultation') — the case manager will engage an on-call doctor even outside business hours.

Question 3

Can we arrange a call with a doctor before the trip?

Accepted Answer

Yes. After the case manager receives your documents (discharge summaries, MRI, videos), they pass them to the clinical panel. Within 3–5 business days the doctors review the material and schedule a 30–60-minute online consultation (Zoom or WhatsApp video). The decision-stage consultation is free.

Question 4

Is there 24/7 support?

Accepted Answer

For patients already undergoing treatment at network clinics, 24/7 support is in place: the case manager + on-call doctor respond to emergencies within 15 minutes. For families in the preparation phase — business hours 9:00–21:00 Moscow time. The emergency contact list is provided on arrival.

Question 5

Who speaks our native language?

Accepted Answer

All case managers are Russian native speakers. Every clinic has in-house Russian-language interpreters at consultations and procedures. For other languages (Uzbek, Kazakh, English, Chinese, Spanish, Arabic, Turkish) — we arrange an interpreter in advance. Written documents — always in Russian and English.

Reach the network coordinator

Contact information

Coordination office

Phone

Working hours

Messengers and email

Send us a message

Where the coordination office is

About contact and support

Which channels can we use to contact you?

How long until the first response?

Can we arrange a call with a doctor before the trip?

Is there 24/7 support?

Who speaks our native language?

Talk to a network coordinator

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