Frequently Asked Questions
Find answers to common questions about our eldercare services
A medical emergency can be reported via the emergency helpline. There is a three-step response:
1) Contact the emergency helpline – we will immediately organize an ambulance from the nearest hospital or partner facility.
2) On-site support (Basic, Optimal, and Comprehensive Plans only) – a member of the Saibaan Operations team will make their way to the home or hospital, depending on the situation. For Remote Plans, our team will coordinate the ambulance and hospital admission remotely, but no one will accompany your parent in person.
3) Family notification and coordination – the Saibaan Operations team will notify your emergency contacts and assist with hospital formalities, including admission and consent, 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 9 am to 6 pm Monday to Saturday Pakistan Standard Time.
There are two ways you can reach us in case of an emergency.
1) 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.
2) You can reach out to your family care manager during the hours of 9 am to 6 pm PST 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 visit is defined as any in-person visit with your parent by our nurse or physiotherapist.
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:
1) 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.
2) Having your care manager accompany you to a doctor’s appointment, a test or a scan in person. This constitutes a care manager visit.
3) 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.
4) 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:
1) Services at home - nurses, care takers, physiotherapists, doctors, etc.
2) Specialists in the city who you might want to visit.
3) 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 do not offer non medical services at the moment.
1) 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.
2) 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.
All our care managers are healthcare professionals (Medical Doctors) with experience in elder care.
Your care manager will be available to take up non-emergency requests from 9 am to 6 pm PST. The Saibaan emergency team will be available 24x7 to handle emergencies.
Yes. (a) You can cancel the membership anytime. (b) You will be refunded for a months outstanding in the subscription period minus any Government taxes already paid. The payment for the ongoing month is nonrefundable.
Yes. However, We usually encourage a 12 month commitment upfront to get adjusted and see complete value in the plan.
a) Your plan covers the services of the family care manager’s time and effort and the Saibaan team’s efforts during an emergency or in scheduling any healthcare requests.
b) Healthcare expenses incurred outside of Saibaan - for example any products purchased (medicines, lab tests, scans, etc.), services outside of Saibaan, services availed during an emergency or transport organized will be billed as actuals.
You can do that through our website and our app. Alternatively 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! We offer custom solutions, 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 Pakistan, whether that’s your parents, your aunt and uncle or any one else you think might benefit from the service.