HealthPro Concierge Service

Service overview

The first of its kind in Hong Kong, Bupa’s HealthPro Concierge Service gives you access to a 24-hour Healthline where you can receive professional healthcare support and assistance1. If you are admitted to a private hospital in Hong Kong, a personal Care Manager will support you through your hospitalisation, making sure that you are well looked after every step of the way.

Key features

You can call Bupa's 24/7 Healthline for guidance on health-related queries, from how to care for a sick child or elderly relative to discussing your symptoms, diagnosis and treatment options. Bupa's professionals can also provide preventive health information at any time, including tips on caring for babies and young children, aging, stress relief and wellness. A team of qualified nurses and health management professionals, supported by doctors, are ready to answer your call in English, Cantonese or Mandarin 24 hours a day1.

The team will provide referrals of recommended doctors based on your condition and needs, and help to make appointments with your desired doctor.

A personal Care Manager will help you navigate every step of your treatment and recovery, from overseeing your treatment and costs to arranging rehabilitation care.

You can obtain an expert second medical opinion of your diagnosis and treatment options for serious illnesses from a panel of medical specialists.

The personalised programme for chronic conditions like diabetes and hypertension will offer lifestyle coaching and follow up services to help you manage your condition proactively.

The team will help to make the necessary arrangements if you plan to seek treatment outside of Hong Kong or require non-emergency medical services while travelling.

Mainland China residents can call the 24-hour toll-free Mandarin hotline for one-stop assistance with arranging medical appointments for healthcare services in Hong Kong, as well as travel logistics.

If you are ill or injured overseas and require in-patient treatment, you can access a range of medical assistance services including payment guarantee or advancement of the hospital admission deposit, evacuation to the nearest hospital or direct repatriation back to your home country with the costs of evacuation and repatriation covered if appropriate and medically necessary.

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A woman aged 52, a Managing Director of a company in Hong Kong who was appointed by the head office in Shanghai, had moved from Shanghai to Hong Kong with her husband

"I still remember the day when I discovered a lump in my breast. I had a feeling that something was wrong and immediately called Bupa to get advice.…"

A retired woman aged 52 living in Hong Kong with her husband

This is a hypothetical example and the content is for illustrative purpose only.

How you could benefit from HealthPro Concierge Service?

"I still remember the day when I discovered a lump in my breast. I had a feeling that something was wrong and immediately called Bupa to get advice. They recommended several specialists and helped me to make an appointment with a doctor as soon as possible.

When the doctor confirmed that I had breast cancer, I was devastated. He presented me with a few treatment options but I was too distraught to pay any attention. My husband and I were very worried as we lived alone in Hong Kong. We were at a loss for what to do but we didn’t want to create a burden for our children living in Shanghai.

Thankfully, we could turn to our Bupa’s Care Manager for help. She patiently explained the treatment options again to us while addressing our questions and concerns. We were confident that we had all the information needed to make the best decision for my health and that was right for me. Bupa’s Care Manager was also there to oversee every detail when I went for my mastectomy (surgical removal of the breast), from handling the paperwork for hospital admission and discharge to arranging for a taxi to send me home after I was discharged. My husband was very anxious about looking after me – he never cooked and had no idea what kind of diet was suitable for me. Knowing this, our Bupa’s Care Manager email us some recipes for cancer patients as reference.

Thanks not only to the doctors and nurses that delivered my treatment, but also to Bupa for being there with me every step of the way."

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Footnote

Other points to note

This service is provided by Bupa (Asia) Limited (‘Bupa’) and therefore annual service fee will be payable to Bupa upon enrolment of this service. Bupa would provide Hang Seng Bank Limited (‘Hang Seng Bank’) the relevant commission and performance bonus in accordance to the selling of this service. The existing sales staff remuneration policy offered by Hang Seng Bank would take into account various aspects of the staff performance but not solely on the sales amount. Hang Seng Bank is not the provider of this service and will not be responsible for any related liabilities and obligations.

In respect of an eligible dispute arising between the Hang Seng Bank and the customer out of the selling process or processing of the related transaction, Hang Seng Bank is required to enter into a Financial Dispute Resolution Scheme process with the customer; however any dispute over the contractual terms or performance (claims and service) of the product should be resolved directly between Bupa and the customer.

The above information is a product summary for reference only. Please refer to the terms and conditions in the contract for details. In the event of any discrepancy in respect of the meaning between the Chinese version and the English version, the English version shall prevail. 

Remarks

  1. Doctors will be available during scheduled office hours to support the nurses for answering the enquiries. Office hours: Mon – Fri, from 9am to 6pm (Hong Kong time), except public holidays.
    HealthPro Concierge Service is not an insurance scheme and therefore there is no cooling off period for this service.