Medical Concierge
A trained concierge accompanies you through a healthcare visit — registration, navigation, medication and updates to family.
Book a concierge
Our Medical Concierge Service provides personalised assistance for patients, senior citizens, persons with disabilities and anyone requiring additional support during a healthcare visit. A trained concierge can accompany the user throughout the appointment, making the experience more comfortable, organised and reassuring.
Support may include assistance with registration, navigating the healthcare facility, coordinating appointments, collecting medication, managing documents and communicating updates to authorised family members. The concierge provides non-clinical assistance and does not replace the advice or treatment of qualified healthcare professionals.
Choose the Right Concierge
Users may select their preferred concierge through the Mobilicare website or app. Each profile includes:
- Relevant experience and areas of expertise
- Training and completed courses
- Customer ratings and service ranking
- Availability and service information
These details help users and families choose a concierge who matches their care, mobility and communication requirements.
Stay Informed and Connected
Users can communicate directly with the assigned concierge through Mobilicare’s secure internal messaging system. Special instructions, accessibility requirements and other important information may be shared before the service begins.
Throughout the service, the concierge will provide timely updates on the patient’s situation, appointment progress, delays and other relevant developments. With the patient’s consent, the concierge may also relay messages, instructions and follow-up information from the doctor to the user or an authorised family member.
The concierge will communicate the doctor’s message accurately without interpreting, changing or providing independent medical advice. Clinical questions should be referred directly to the attending healthcare professional.
Family members can track their dependant’s service progress through the app and receive relevant status updates for added peace of mind.
Payment and Service Protection
The estimated service fee will be charged at the beginning of the service. Users may also purchase optional insurance for additional protection, subject to the applicable policy terms and coverage.
Once the service is completed, the user will receive a final summary. Any additional charges—such as extended service duration, parking or other approved expenses—will be clearly itemised and communicated.
Users are encouraged to provide feedback and rate their experience. They may also save a preferred concierge or service as a favourite, making future bookings faster and more convenient.
How to book
Book a Medical Concierge easily through the Mobilicare website or mobile app. Bookings must be made at least 12 hours and up to three days before the service is required.
Enter the service details
Provide the appointment date, time and location, together with the patient’s information, expected service duration and type of assistance required. Users may also include accessibility needs, mobility limitations and other important instructions.
Review the quotation
The system will provide an estimated quotation based on the expected duration, location and level of assistance required.
Choose a concierge
Select a preferred concierge from the list of available providers. Each profile includes details of the concierge’s experience, completed training, areas of expertise, customer ratings and ranking.
Confirm the booking
Once a concierge has been selected and the booking confirmed, the user will receive a confirmation notice and reminders before the scheduled service.
Communicate special requirements
Users may contact the assigned concierge through Mobilicare’s secure internal messaging system. This allows families to share additional requirements, appointment information and other relevant instructions before the service begins.
Manage or cancel the booking
Users may manage or cancel a booking through the website or app, subject to Mobilicare’s cancellation terms and any applicable charges.
Follow the service in real time
Tracking will begin when the concierge starts the service. Through the app, authorised users can follow its progress and receive updates about the appointment, delays, relevant situations and messages from the doctor, subject to the patient’s consent.
Payment and optional protection
The estimated fee will be charged at the beginning of the service. Users may also purchase optional insurance for additional protection, subject to the relevant coverage and policy terms.
Receive the final service summary
Once the service is completed, the user will receive a completion notice and summary. Any additional charges, such as extended service duration, parking or other approved expenses, will be clearly itemised.
Share feedback and save a favourite
Users are encouraged to rate the service and provide feedback. A preferred concierge may also be saved as a favourite, making future bookings faster and more convenient.
Cancellation terms
These terms apply to this service. Every service’s terms are also collected on the Terms & Conditions page.
Users may cancel a confirmed Medical Concierge booking through the Mobilicare website or mobile app. Any applicable fee will be displayed before the cancellation is confirmed.
- More than 12 hours before the service: No cancellation fee will apply, and any eligible payment will be fully refunded.
- Between 6 and 12 hours before the service: A cancellation fee of 25% of the estimated service charge may apply.
- Less than 6 hours before the service: A cancellation fee of 50% of the estimated service charge may apply.
- After the concierge has begun travelling or preparing for the service: The booking may become non-refundable. Any costs already incurred, including transport, tolls or parking, may also be charged.
- User or patient no-show: If the concierge cannot contact the user or patient, or if the service cannot begin within the stated waiting period, the booking may be treated as completed and the full estimated fee may be charged.
If Mobilicare or the assigned concierge cancels the booking, the user may select a replacement concierge, reschedule the service or request a full refund.
If a medical appointment is cancelled or rescheduled by the healthcare provider, users should notify Mobilicare as soon as possible. Mobilicare may waive or reduce the cancellation fee when reasonable supporting information is provided.
Cancellation charges may also be waived in exceptional circumstances, such as a medical emergency, hospital admission or another verified event. Supporting documents may be requested.
Approved refunds will be returned through the original payment method. Processing times will depend on the bank or payment provider. Optional insurance premiums and third-party charges may be subject to separate cancellation and refund conditions.
Any personal or medical information already provided will continue to be handled in accordance with Mobilicare’s privacy and data-protection practices. By confirming a booking, the user acknowledges and accepts these cancellation terms.
Other services
- 01
Compassionate Transportation
Safe, comfortable door-to-door travel for patients, senior citizens and persons with disabilities who need extra care on the way.
- 03
Wheelchair-Accessible Vehicle
Specially equipped vehicles with lifts and ramps, so passengers can travel safely seated in their own wheelchair.
- 04
Non-Emergency Ambulance
Connects you with qualified ambulance providers for medically supervised, non-emergency patient transport.
Ready to travel safely and comfortably?
Book a driver, a medical concierge, or a wheelchair-accessible vehicle for your next journey.