Patient guide

This guide explains exactly what happens when you contact Elixir CareConnect, what we do, what we do not do, and what you can expect from us at each stage. It doubles as our published written guidance — the rules our own team works to.

What we are

Elixir CareConnect is a medical value travel facilitator. We coordinate treatment journeys to hospitals in India for international patients. We are a facilitation service, operated by Elixir Impex.

We do not provide medical treatment. We do not diagnose, prescribe, perform procedures or operate a hospital. Diagnosis and treatment are provided by the hospital and the treating doctors, who remain clinically and legally responsible for your care. Our role is to connect, coordinate and support.

Step 1 — Enquiry

You contact us through the website form, WhatsApp or email, telling us the condition and, where you know it, the treatment being considered. There is no charge for making an enquiry and no obligation at any point.

Step 2 — Sharing your medical reports

To be useful we need your medical records — diagnosis, imaging, lab results and any previous treatment history. Upload these through the secure form on the site. Files go to private storage that is not publicly readable; our team retrieves them through time-limited links.

Please use the upload form rather than sending records through general messaging apps. Once a medical record is sent over a third-party chat service it sits outside the controls we apply to your data.

Step 3 — Review and hospital options

Your reports are reviewed and shared with appropriate hospitals and consultants so they can assess your case. We then come back to you with the options available — which hospitals can treat your condition, what the treating team proposes, and an indicative cost.

We aim to respond to enquiries within 48 hours. Where a case needs a specialist opinion before we can say anything useful, we will tell you that rather than send a holding reply.

Step 4 — Understanding the estimate

Every price we publish or send is an indicative estimate, not a quotation and not a guarantee. Hospital pricing depends on your clinical condition, which the hospital can only judge properly after reviewing your reports and, often, examining you in person.

An estimate typically reflects a standard treatment pathway. Your actual cost can change if additional diagnostics are needed, if your stay is longer than planned, if a different implant or drug protocol is required, or if complications arise. We will always tell you what an estimate covers and what it excludes. If the hospital revises the figure, we pass that to you as soon as we have it — we do not hold back bad news.

Step 5 — Deciding

The decision is yours. You may take the reports and estimates elsewhere, seek another opinion, or not proceed at all. We will not pressure you toward a particular hospital, and we will tell you if we think the journey does not make sense for your circumstances.

Step 6 — Visa, travel and arrival

Once you decide to proceed we help with the documentation the hospital provides for a medical visa application, and coordinate travel logistics — airport pickup, accommodation near the hospital, local transport and interpreters where needed.

We assist with the visa process and documents. We do not issue visas and cannot influence the outcome or timing of a decision by any immigration authority. Plan for that uncertainty rather than around an assumed approval date.

Step 7 — During treatment

A coordinator stays with your case: appointments, admission, interpretation, and keeping your family informed. Clinical decisions remain between you and the treating team. If you want something explained, we will help you get that explanation from the people qualified to give it.

Step 8 — Discharge and going home

We help ensure you leave with a discharge summary, medication plan and follow-up instructions, and we coordinate your return travel around the date the hospital says you are fit to fly.

Step 9 — After you return

We stay in contact to check that follow-up is happening, help arrange review consultations with the treating consultant remotely where the hospital offers that, and act as a liaison between your local physician and the treating team when needed.

What we charge, and how

Our facilitation charges are disclosed to you in writing before you commit to anything. You will not encounter a fee you were not told about in advance. Full detail is on our payment options page.

Your rights as a patient

• To be told clearly that we are a facilitator, not a healthcare provider
• To receive honest estimates, with exclusions stated
• To know our charges before committing
• To have your medical information kept confidential and handled securely
• To refuse to proceed at any stage, without penalty
• To seek other opinions, including from providers we have no relationship with
• To be told if we have a commercial relationship with a hospital we recommend
• To complain, and to have that complaint investigated
• To ask what data we hold about you and to ask us to delete it

Your responsibilities

• Give accurate and complete medical information — an incomplete history produces a misleading estimate and, more importantly, an unsafe plan
• Tell us about allergies, current medicines and prior treatment
• Meet the hospital’s own requirements and instructions
• Tell us promptly if your condition or plans change

If something goes wrong

Clinical emergencies: contact the hospital or local emergency services first.

For a complaint about our service, contact us on WhatsApp or at sales@elixirimpex.com with your name, the dates involved and what happened. We record every complaint, investigate the cause, and tell you what we found and what we changed. Complaints about clinical care are matters for the hospital, and we will help you raise them with the right department there.

Limits of our responsibility

We are responsible for the coordination service we provide. We are not responsible for the clinical outcome of your treatment, which rests with the hospital and treating doctors, nor for decisions taken by immigration authorities, airlines or insurers. See our terms and medical disclaimer for the full position.