How information is handled from the free case review through a potential specialist consultation.
What the free-review form collects
Only an email address or WhatsApp number, a short medical-concern summary and the consent confirmations are required. You may optionally provide your preferred name, who you are enquiring for, a patient name, the patient’s country or region, language, intended treatment timing, treatment being considered, completed examinations, record availability and practical support needs. Contact and patient names are kept separately. If enquiring for someone else, provide information only with their permission or appropriate authority. You may optionally attach up to three relevant PDF reports or JPG/PNG images, up to 5 MB each. Files are sent only with your final consent and submission, stored privately with your enquiry and accessible through the protected administration area. They are not included in analytics or automatically shared with providers. Do not upload passports or payment-card information.
Why we collect it
We use this information to understand your non-emergency care needs and assess what coordination support we can offer, identify missing information, contact you about potential next steps, prevent spam and measure basic site conversion. When you submit an enquiry, we also record your submission IP address and its source country when available, and include these with the enquiry summary in our coordinator email notification. The IP country reflects your network connection, which may differ from your location. Optional website analytics remain subject to your separate choice.
Optional website analytics
If you allow analytics, our self-hosted Matomo records page views, link clicks, form progress and submission outcomes, heartbeat requests to improve visit duration, IP address, approximate country, referring website and limited campaign tags. First-party cookies recognise an anonymous browser for up to 90 days; they do not identify a person or connect analytics to your enquiry. We do not include medical form answers, contact details or attachments in analytics. Detailed analytics are kept on our server for up to 90 days and are accessible only through the protected administration area. Aggregate reports may be retained longer. IP addresses reflect network connections and do not identify a person reliably. You can withdraw your analytics choice below; this stops tracking and removes analytics cookies.
Google Analytics
With optional analytics permission, Google Analytics measures visits, website use and successful enquiries. Google processes page information, browser and device information, approximate location and anonymous cookie identifiers, potentially outside your country. Analytics cookies expire after 90 days; Google-hosted data follows our Google Analytics property retention settings, separately from Matomo. We do not send enquiry answers, contact details, attachments, enquiry IDs or a customer User ID to Google. Choosing Essential only stops tracking and removes analytics and advertising cookies.
Optional ad measurement
Only if you choose Accept all cookies, enable Ad measurement in Cookie preferences, or choose Analytics + ad measurement below, Google may connect Google ad clicks to a successful enquiry using advertising click identifiers and cookies lasting up to 90 days. This helps us measure advertising results. Analytics only keeps advertising storage and advertising user-data consent denied; an existing analytics choice does not grant ad-measurement consent. Google Signals and advertising personalisation remain disabled for all choices; we do not create remarketing audiences or send customer contact information. You can withdraw ad measurement below by choosing Analytics only or Essential only. Visitors who decline may not be included in our advertising conversion totals.
Full medical records
If records become necessary for a specialist consultation, we explain the purpose, identify the intended recipient, obtain the required authorisation and provide a controlled transfer route. Do not send records through ordinary email unless specifically instructed through an approved process.
Sharing for your care
Submitting an enquiry does not authorise us to send your health information to external care providers or support professionals. Before each sharing with a doctor, hospital, translator or other external person supporting your case, we explain who will receive the information, exactly what will be shared and the purpose, and obtain explicit approval from you or your authorised representative. We share only the information needed for that agreed purpose. This applies to medical summaries as well as reports and attached files.
Protecting your information
We take reasonable steps to reduce the risk of theft, unauthorised access or disclosure of your information. Website submissions use encrypted HTTPS connections, and stored enquiries and attachments are accessible through a protected administration area. Within China Care, access is limited to people who need the information to assess or support your case.
Retention
Information is retained only as long as reasonably needed for assessment, follow-up, service delivery, legal obligations and dispute handling, then deleted or anonymised in accordance with the applicable policy.
Your choices
Where applicable, you may ask to access, correct or delete your information, or withdraw consent for future processing. Withdrawal does not affect processing already lawfully completed.
International processing
Care coordination in China may involve information being processed in more than one country. If proposed sharing with an external care provider or support professional involves another country, we explain the destination, purpose and transfer arrangements before asking for your explicit approval.
Privacy questions and requests
For questions about how China Care handles your information, or to request access, correction, deletion or withdrawal of consent, email [email protected]. Please do not include medical records, passport scans or payment-card details in your request. If further information is needed to verify your identity, we will explain how to provide it.
