FAQ
Frequently asked questions
If your question is not answered here, message us on WhatsApp and a coordinator will reply during working hours.
Section 1
About the service
What exactly is a patient companion?
A patient companion is a trained, non-clinical assistant who accompanies a patient to a medical appointment. They help with transport arrangements, registration, queueing, moving between departments, note-taking during the consultation, collecting medication and reporting back to the family afterwards.
Is a companion the same as a nurse or caregiver?
No. Companions provide practical and emotional support only. They do not perform clinical procedures, administer injections, change dressings, give medical advice or make decisions on the patient's behalf.
Who typically uses this service?
Elderly patients attending appointments alone, families working overseas or in another state, patients recovering from surgery, people attending regular treatments such as dialysis or chemotherapy, and anyone who finds large hospitals difficult to navigate.
Section 2
Booking
How much notice do you need for a booking?
We recommend at least 48 hours so we can match a suitable companion by location, language and experience. Urgent requests are accommodated where a companion is available.
Can I request a companion who speaks a specific language?
Yes. Language matching is part of our standard process. Please state the preferred language when you submit your request, and let us know if the patient is more comfortable with a companion of a specific gender.
Can the same companion be assigned for repeat appointments?
Wherever possible, yes. Continuity is valuable for patients on ongoing treatment, and we prioritise assigning a familiar companion for recurring visits.
Section 3
Pricing
How is pricing calculated?
Pricing is based on the duration of the accompaniment and the type of support required. Additional charges may apply for travel outside the standard coverage area, waiting beyond the booked duration and outstation appointments. Every quotation is confirmed in writing before the booking is finalised.
Does the fee include transport costs?
Transport is quoted separately because it depends on the arrangement chosen: the family's own vehicle, an e-hailing service arranged by the companion, or a companion-driven arrangement where available.
Section 4
Doctors
Do you provide medical advice or recommend a diagnosis?
No. Our directory helps you find and compare doctors by specialty, hospital, location and language. Clinical advice comes only from the treating doctor. Our articles and videos are educational and are not a substitute for a consultation.
Can you book the doctor's appointment for me?
We can assist with contacting the clinic and coordinating a suitable time around companion availability. The appointment itself is confirmed by the hospital or clinic.
Section 5
Privacy
How is my medical information handled?
Information is shared only with the assigned companion and our coordination team, strictly on a need-to-know basis. Companions sign confidentiality undertakings before assignment.
Section 6
Working with us
What are the requirements to become a companion?
Applicants must be at least 21 years old, legally permitted to work in Malaysia, patient and reliable, comfortable communicating with elderly patients and their families, and able to travel to hospitals within their preferred coverage area. Prior healthcare or caregiving experience is an advantage but not mandatory.
Still have a question?
Send us a message with the appointment details and we will tell you exactly what we can arrange.