Shanghai Opens Escort Medical Services for All Residents Aged 60 and Above

Reporters learned from the Shanghai Civil Affairs Bureau that, in collaboration with the Municipal Health Commission, the Municipal Human Resources and Social Security Bureau, the Municipal Consumer Protection Commission and other units, the Bureau has recently issued a plan to comprehensively promote elderly medical escort services. Addressing concerns of elderly citizens and their families regarding service content, fee standards, institutional identification, and professional entry requirements, the Shanghai Civil Affairs Bureau has provided detailed explanations based on the plan.

It is understood that the elderly medical escort service is available to all individuals aged 60 and above, with service standards and training requirements tailored to the needs of the elderly. There are no household registration restrictions, and elderly individuals from outside Shanghai can also purchase the service. Service contents include, but are not limited to, accompanying elderly individuals to medical institutions, accompanying or handling medical procedures on their behalf, facilitating doctor-patient communication, providing psychological comfort, and reminding them to take medication as prescribed. The plan explicitly requires escort service agencies to set reasonable prices, and service content, fee items, and standards must be clearly displayed in conspicuous locations. For low-income and economically disadvantaged elderly individuals, districts are supported in including escort services within the scope of old-age service subsidies or providing funding through public welfare and charitable resources.

The plan also specifies that elderly escort service agencies include both elderly care service institutions and those primarily engaged in elderly medical escort services. Both types of institutions must be equipped with no fewer than 5 professional escorts. Newly established institutions primarily engaged in elderly medical escort services may refer to the "Shanghai Municipal Administrative Measures for the Registration and Filing of Elderly Care Service Institutions" to file with the civil affairs department of their respective district as "community-based home elderly care service institutions." District civil affairs bureaus will publish lists of qualified institutions on their official WeChat public accounts. Some districts have already developed online booking platforms, and elderly individuals can also inquire at nearby comprehensive elderly service centers, elderly meal service points, day care centers, or community health service centers, where senior care consultants and community volunteers can assist with coordination.

How to identify a qualified escort? The Shanghai Civil Affairs Bureau states that qualified escorts will wear an identification badge issued by the Shanghai Elderly Service and Aging Industry Association when making home visits. The badge features a photo, certificate number, and issuing unit, indicating that the bearer has passed the specialized vocational ability assessment for elderly medical escort and is "certified to work." At the same time, the plan explicitly prohibits escort agencies and personnel from engaging in unauthorized appointment bookings, selling medical slots, or other activities under the guise of escort services. Those who obtain improper profits or disrupt medical order will be dealt with according to law. Medical institutions will also strengthen their screening efforts and are strictly prohibited from participating in activities that seek improper gains.

If there is dissatisfaction or a dispute during the escort process, the elderly individual or their family members can negotiate a resolution according to the contract. If negotiation fails, they can file a complaint or apply for mediation with the Shanghai Elderly Service and Aging Industry Association, seek help from consumer protection commissions at all levels, file complaints with the district civil affairs bureau or health commission, or seek legal recourse.

How are elderly medical escort services charged? Who do you turn to in case of a dispute? Shanghai issues the latest plan

According to Shangguan News on June 25, the Shanghai Civil Affairs Bureau, together with the Municipal Health Commission, the Municipal Human Resources and Social Security Bureau, the Municipal Consumer Protection Commission, and other units, recently issued the "Plan on Comprehensively Promoting Elderly Medical Escort Services." What exactly is the escort service? How is it charged? If someone wants to become an escort, how do they get started? In response to these public concerns, the relevant departments of the Civil Affairs Bureau provided answers.

Q: I am 65 years old and want someone to accompany me when I go to the hospital for treatment. Is this the elderly medical escort service?

A: Yes, this plan is specifically designed for the elderly. The elderly escort service agencies, elderly escorts, and the elderly medical escort services mentioned in the plan are designed for individuals aged 60 and above, with service standards and training requirements tailored to the needs of the elderly. There are no household registration restrictions — even if an elderly person comes to Shanghai from another city for medical treatment, they can purchase this service.

Q: What exactly does the escort service include? Is it just helping me register and pick up medication?

A: It goes beyond that. The elderly medical escort service refers to activities where an escort service agency arranges for an escort to accompany an elderly person to medical facilities and assist them in receiving medical diagnosis and treatment. Service contents include, but are not limited to, accompanying elderly individuals in need to medical institutions, accompanying or handling medical procedures on their behalf, facilitating doctor-patient communication, providing psychological comfort, and reminding them to take medication as prescribed by the doctor. In simple terms, anything that elderly individuals find inconvenient to do or difficult to communicate is handled by the escort.

Q: How is the escort service charged? Will it be very expensive?

A: The document clearly requires escort service agencies to set prices reasonably based on the actual fee situation of existing elderly care service projects, fee standards, as well as the consumption capacity and willingness of the elderly. Additionally, service content, fee items, and fee standards must be clearly displayed in conspicuous locations at the service site to ensure transparent pricing, allowing elderly individuals in need to review the information before deciding whether to use escort services. For low-income and economically disadvantaged elderly individuals, we support districts in including escort services within the scope of old-age service subsidy programs. Some districts and sub-districts will also provide inclusive services or provide funding through public welfare and charitable resources for economically disadvantaged elderly individuals. For specific details, inquiries can be made to the civil affairs department of the respective district.

Q: There are various escort service agencies on the market. How can I tell which ones are legitimate?

A: Indeed, there are many institutions operating under the name of "escort services" in society. The "elderly escort service agencies" specifically referred to in this document include both elderly care service institutions and institutions primarily engaged in elderly medical escort services. Both types of the aforementioned institutions must be equipped with no fewer than 5 professional escorts.

For newly established institutions whose primary business is elderly medical escort services, they may follow the procedures stipulated in the "Shanghai Municipal Administrative Measures for the Registration and Filing of Elderly Care Service Institutions" to file with the civil affairs department of their respective district as "community-based home elderly care service institutions," so that they can subsequently enjoy relevant policies for elderly care service institutions.

Q: Where can I find legitimate elderly escort service agencies?

A: District civil affairs bureaus will publish lists on their respective official WeChat public accounts. Districts such as Huangpu, Changning, and Pudong have also developed online platforms for escort services, where elderly individuals or their family members can make direct appointments. For specific information, inquiries can be made to the relevant district civil affairs department, or to nearby comprehensive elderly service centers, elderly meal service points, day care centers, community health service centers, and other locations, where senior care consultants and community volunteers can assist in connecting with escort resources.

Q: How can I tell if the escort I hire is qualified?

A: Qualified escorts will wear an identification badge issued by the Shanghai Elderly Service and Aging Industry Association when providing home-visit services. Elderly escort service agencies will use the certificates obtained by their personnel who have passed the specialized vocational ability assessment for elderly medical escort to exchange for identification badges from the Shanghai Elderly Service and Aging Industry Association. The badge displays the escort's photo, certificate number, and clearly states the issuing unit. Seeing this badge means they have passed the specialized vocational ability assessment and are qualified escorts working "certified to serve."

Q: Can I get priority for specialist or express appointments if I hire an escort?

A: That would be a misunderstanding. Elderly escort service agencies and escorts are explicitly prohibited from engaging in unauthorized appointment bookings, selling medical slots, or any other activities that go beyond the scope of elderly medical escort services under the guise of escorting. Those who obtain improper profits or disrupt normal medical order will be dealt with in accordance with laws and regulations. Medical institutions and medical staff will also strengthen their screening and prevention efforts against activities masquerading as escort services but actually engaging in "scalping" or "ticket touting" practices, and are strictly prohibited from participating in or seeking improper gains, so as to maintain orderly medical services.

Q: If problems arise during the escort process, such as unsatisfactory service or disputes, who should I turn to?

A: If the elderly individual or their family members have signed a contract with the escort service agency, they can negotiate a resolution according to the terms agreed in the contract. If negotiation fails, they can file a complaint or apply for mediation with the Municipal Elderly Service and Aging Industry Association, seek help from consumer protection commissions at all levels, file complaints with the district civil affairs bureau or health commission, or, as a last resort, seek legal recourse to protect their rights.

Q: I also want to become an escort. What are the requirements? How do I get started?

A: To become an escort, you first need to undergo professional training (training institutions can be found on the Municipal Human Resources and Social Security Bureau's official website, under the "Convenient Services - Vocational Skills Training Institutions (Programs) Inquiry" section or on the Suishenban app. As the demand for elderly medical escort services increases, more training institutions are expected to join in the future) and acquire basic knowledge of health, hygiene, and nursing care. After completing the training, you can register with the Shanghai Elderly Service and Aging Industry Association to take the specialized vocational ability assessment for elderly medical escort. After passing the assessment and obtaining the certificate, you can join an escort service agency and provide elderly escort services according to the agency's arrangements. If you are already a caregiver, nurse, elderly social worker, senior care consultant, or other professional in an elderly care service institution, you will have an advantage. After passing the specialized vocational ability assessment for elderly medical escort, you can provide elderly medical escort services.

Q: What are the requirements for taking the escort certificate exam? When can I take it?

A: Anyone who meets the employment age can take the exam. We especially welcome applicants with professional backgrounds or relevant experience in nursing, healthcare, rehabilitation, pharmaceuticals, social work, and related fields. For specific exam dates and requirements, please pay attention to announcements from the Shanghai Elderly Service and Aging Industry Association, which are expected to be released within July this year.