COMPLIANCE
What we do. What we never do.
And the seven things we refuse to do, named one by one.
This page isn't a display of credentials. It's a statement of boundaries. Saying clearly what we can't do matters more than making what we can do sound good.
The standard we work to
On 1 November 2026, China's first national standard for the medical-accompaniment industry came into force: Basic Requirements for Socialised Medical Accompaniment Services.
Its central judgement is a single sentence: a companion is a bridge, not a doctor. Service providers must be legally registered entities responsible for training, credential checks, insurance and complaints. We build the team, sign the contracts, buy the cover and keep the records to that standard.
What this means
A large amount of informal, individual accompaniment has no registered entity, no insurance, and nobody to hold to account when something goes wrong. Being an institution means: you sign a company contract, not somebody's verbal promise; there is an entity to claim against, a process for complaints, and records that can be produced.
What we do (12 items)
| No. | Service |
|---|---|
| 01 | Wayfinding: hospital layout, department locations, the route through the process |
| 02 | Queuing, registration, payment, collecting medication |
| 03 | Accompanying tests and treatment, within what the hospital permits |
| 04 | Collecting test reports and medication on your behalf |
| 05 | Relaying information between you and the clinician, recording instructions point by point |
| 06 | Reassurance and support through the wait |
| 07 | Compiling and translating medical records |
| 08 | Advising on which institution and clinician to see |
| 09 | Coordinating itinerary, lodging and transport |
| 10 | A daily report to the family |
| 11 | Post-operative follow-up and appointment reminders |
| 12 | Help with complaints and communication in a dispute |
What we will never do (7 items)
| No. | Prohibited | Why |
|---|---|---|
| 01 | Interpret test results or explain clinical values | That is the doctor's job |
| 02 | Take part in any medical procedure | No qualification; unlawful |
| 03 | Give medical advice or recommend medication | Outside the service boundary |
| 04 | Adjust a medication plan | Life-endangering |
| 05 | Make treatment decisions for you or your family | The decision belongs to you and the doctor |
| 06 | Sign medical documents with legal effect | No authority |
| 07 | Conceal, alter or selectively relay critical medical information | Breaches the national standard, and professional ethics |
Remember it in one line: a companion is a bridge, not a doctor.
Corporate credentials
| Item | Detail |
|---|---|
| Hong Kong entity | Onxure Consulting Limited · registration number [to be completed] |
| Mainland delivery entity | Licensed institution in the Qianhai cooperation zone, Shenzhen · unified social credit code [to be completed] |
| Business scope | Health advisory and accompaniment services (excluding diagnosis and treatment) |
| Companion credentials | 100% certified, background-checked, retrained annually |
| Insurance | Professional indemnity, public liability, per-case accident cover |
Scanned certificates can be shown for verification before the service contract is signed, or supplied as a PDF on request.
We take not one cent from hospitals
This is the most important line on the site, and the only real difference between us and most of the market.
- 01No referral commission, no introduction fee, no rebate.
- 02No mark-up on medical fees.
- 03No incentive from a hospital conditional on the number of clients referred.
- 04Hospitals are chosen on your condition, budget and location — never on what we earn.
This rule is written into our service contract. If we break it, you may terminate the contract and claim a full refund.
Privacy and data
| Data | How we handle it |
|---|---|
| Records, imaging, test reports | Used only for this engagement; deleted within six months of completion, or immediately on request |
| Identity information | Encrypted at rest; accessible only to the case lead |
| Communications | Kept as a service record and as evidence in a dispute; never shared externally |
| Photographs / video | Never used for marketing without written consent |
We do not sell, rent or exchange any client data.
Complaints and disputes
| Stage | Timing | Action |
|---|---|---|
| Acknowledged | Within 24 hours | A named contact, with the issue confirmed in writing |
| Investigated | Within 3 working days | Service records retrieved; the parties involved consulted |
| Resolved | Within 7 working days | A proposed resolution (remedy / refund / help with a complaint) |
| Escalated | If you're not satisfied | We help you complain to the hospital's medical affairs office, the health authority, or a consumer body |
Complaints: hello@onxure.com / WhatsApp / phone.See contact details
Disclaimer
We provide non-clinical assistance and accompaniment. This does not constitute a medical act and does not replace the diagnosis and treatment of a medical institution. Any clinical decision should be made by a licensed physician together with you (or your legal representative). Outcomes, risks and complications are the responsibility of the medical institution.
Prices on this site are service fees and exclude third-party medical and travel costs. Cases are anonymised and constitute no promise of outcome. Where the content of this site differs from the formal service contract, the contract prevails.
Is there anything else you'd like to verify?
Credentials, insurance policies and the service contract template can all be reviewed before you sign.