How we work
Accountability you can see.
Families in the middle of a medical journey are rarely short of people to call. What they lack is one person who knows the whole picture and will tell them, plainly, what is happening next. That is the job Carehorizon Health is built to do.
The questions every case plan answers
From the first conversation, we keep a written record that answers the questions families ask most often, and we share it with you as it changes.
- Who is responsible for each step?
- What happens next, and when?
- What documents are needed, and from whom?
- What has been confirmed, and what is still pending?
- Who is the treating doctor making clinical decisions?
- Who is arranging transport, travel and accommodation?
- What does the family need to do?
- Which costs are confirmed, and which are estimates?
- Who can you contact, at any hour?
- What happens if there is a medical emergency during the journey?
Our commitments
A named coordinator
Each accepted case has one coordinator who owns it, and a second colleague who is briefed so the case never depends on one person being available.
Written, not verbal
Plans, confirmations, quotations and changes are sent in writing. If something changes on the phone, it is confirmed in writing afterwards.
Confirmed means confirmed
We use the word "confirmed" only when the hospital or provider has confirmed in writing. Everything else is marked pending or estimated.
Clinicians decide clinical matters
We do not diagnose, recommend treatment or decide fitness to travel. We make sure the doctors involved have the information they need, and that their instructions reach everyone who must act on them.
Consent before sharing
Medical records are shared with a hospital, transfer team or insurer only with the consent of the patient or their authorised representative.
Escalation
If something goes wrong, your coordinator escalates to a senior case manager. You can also escalate directly by calling the coordination desk or by writing to info@carehorizonhealth.com.
The people we work with
We work with hospitals, licensed aviation operators, ambulance providers, medical escorts and interpreters who hold the approvals their work requires, and who meet our standards on documentation, communication and handover.
Clinicians decide clinical matters
We make sure the right information reaches the right doctor.
We do not diagnose, recommend treatment or decide fitness to travel. We organise your records so specialists can review them properly, and make sure their instructions reach everyone who has to act on them.
Knowledge library
Guides for families
Air ambulance How an air ambulance transfer works, from bed to bed
What actually happens between the sending hospital bed and the receiving hospital bed, who is responsible for each step, and what the family needs to do.
Read the guide
Treatment in India Understanding hospital treatment estimates in India
What a hospital estimate usually includes and excludes, why the final bill can differ, and how to compare estimates from different hospitals fairly.
Read the guide International patients Planning treatment in India from abroad, step by step
The full sequence for international patients, from first enquiry and hospital case review to visa, travel, treatment, discharge and return home.
Read the guide
Coordination desk · 24 hours a day
Tell us what is happening.
A coordinator will call you back, explain what is possible, and tell you what we would need from you.
In a medical emergency, call 112 in India or your local emergency number first.