A medical emergency can be reported via the emergency helpline. There is a three step response:

• Contact the emergency helpline - we will organize an ambulance from a hospital or partner nearest to you.
• Someone from the Nila Operations team will make their way to the home or the hospital depending on the medical scenario.
• The Nila Operations team will notify your emergency contacts. In the meantime, the team will assist your parent with hospital formalities including coordinating admission, consent, etc as needed.

We are available 24x7 for emergency support and emergency scenarios. Otherwise, any pre-scheduled, non emergency requests (appointments, tests, home visits, transportation requests) will be serviced between 8 am to 8 pm Monday to Sunday Indian Standard Time.

There are two ways you can reach us in case of an emergency.

• We will give you access to a 24x7 helpline once you are onboarded. You can reach out to this number at any time of the day to report an emergency.
• You can reach out to your family care manager during the hours of 8 am to 8 pm IST for a guaranteed response.

The preferred method of reporting the emergency would be the 24x7 helpline.

A medical emergency could be raised for any circumstance where you believe quick medical assistance is required. Some examples are - falls, burns, suspected heart attacks, unconsciousness, breathlessness.

A care manager visit is defined as any in-person visit with or on behalf of your parent.

A visit lasts for up-to 3 hours. This could include scheduled home visits, accompaniments to a doctor’s appointment, accompaniment for a test or a scan, or on-ground assistance in case of an emergency. It will only apply to in-person visits.

Yes, you will have a single point of contact for your requests. In an emergency, the person closest to you will be dispatched to help.

You can use our services for:

• Booking any healthcare request - this includes scheduling a doctor’s appointment, either in person or a tele-consultation, a lab test, fulfilling a prescription, scheduling a scan, etc.
• Having your care manager accompany you to a doctor’s appointment, a test or a scan in person. This constitutes a care manager visit.
• A home-visit by your care manager for a quick vital check up or simply to spend time with them, because they’d love to spend some time with you too! This constitutes a care manager visit.
• Reporting and getting assistance in a medical emergency

Yes, one of our core value propositions is to help you find the right healthcare professional for your parents. This could be:

• Services at home - nurses, care takers, physiotherapists, doctors, etc.
• Specialists in the city who you might want to visit
• Organizing a tele-consult with a doctor

You can reach out to the sales team to top-up additional visits beyond your plan. In a pinch, we’ll be happy to execute the visit and we will bill you for the visit later.

We offer a few non medical services that require a person to accompany the parent ; for example, banking and cash withdrawals, administrative activities and assisting with transport. However, a non-medical person will be assigned to help you with this. This will also use-up your care manager visits.

• Our onboarding process is designed to understand your parents and their needs better. We will request crucial information, such as your go-to healthcare ecosystem (regular doctors, chemists, etc), health care records from the last 6 months, and contacts of your emergency support system in the city (friends, relatives). We will also aim to understand your parents health conditions, if any, as holistically as possible.
• Please rest assured, we will ONLY contact your emergency contacts or Next of Kin in case of a medical emergency.

Our care managers have undergone a thorough interview process and have been selected for their experience in healthcare and senior care. In addition, they undergo a thorough background verification including a drug test, employment and court checks before we employ them.

Our senior care managers are ex-healthcare professionals with experience in elder care. Our Jr. care managers are professionals from the fields of customer service, or elder care.

Your care manager will be available to take up non-emergency requests from 8 am to 8 pm IST. The Nila team will be available 24x7 to handle emergencies.

Yes.

• You can cancel the membership anytime within the first 90 days of signing up for the care plan.
• You will be refunded for a 9 months period and the refund amount will be prorated subject to the number of Care Manager Visits you have used for the period of 90 days and after deducting any taxes paid.
• If you cancel after 90 days, refund will be based on care manager visits used until the period and prorated refund will be provided accordingly after deducting taxes paid to the government.

We usually encourage a 6 month commitment upfront to get adjusted and see complete value in the plan, but feel free to reach out to us and we can see what’s the best we can do.

• Your plan covers the services of the family care manager’s time and effort and the Nila team’s efforts during an emergency or in scheduling any healthcare requests.
• Healthcare expenses incurred outside of Nila - for example any products purchased (medicines, lab tests, scans, etc.), services outside of Nila, services availed during an emergency or transport organized will be billed as actuals. Nila will pay these fees during the course of availing these services and will send you an itemized invoice.

Please reach out to your operations team, and they will put a sales representative in touch with you to help you make a decision and facilitate your upgrade.

Certainly! Leave a query with us, we’ll reach out to understand more about your requirements and create a custom plan for you with a tailored number of visits, and other requirements.

Certainly! We’re here to help you take care of any family in India, whether that’s your parents, your aunt and uncle or any one else you think might benefit from the service.