Patient Services

Welcome to Beijing United Family Hospital and Clinics. Your well-being is our foremost concern and we want to ensure that your experience at our hospital is as pleasant and comfortable as circumstances permit. We are dedicated to meeting your healthcare needs and strive to provide personalized quality care for you and your family.

If you have any questions about your care, please ask your physician or nurse. Also please ask your nurse for assistance if you require the services of a Patient Services representative.

If you have any comments, feedback or questions, please email us at

Patient Services Overview

Our Patient Services officers work as advocates for you and your family to ensure that your experience at the hospital is pleasant and comfortable. Patient Services officers can help answer specific questions, provide information, facilitate problem solving, and coordinate communication between you, your family, and the appropriate hospital staff. Our Patient Services officers are on duty from 8:30 am to 7 pm Monday to Friday and from 8:30 am to 5:30 pm on Weekends.

Concierge services

Booking transportation and accommodation

For families that reside outside of Beijing, our Patient Services Department can assist you and your family members in finding accommodations near our facilities as well as transportation to our locations. Contact our Patient Services Department for help with reserving and purchasing international or local air tickets or train tickets. We can also help with local transportation should you wish take a taxi. We can also provide you with information regarding short-term and mid-term lodging. We have arrangements with nearby hotels where you can rent a room or an apartment at a reasonable rate.


An ATM is conveniently located in the main building of Beijing United Family Hospital and Clinics by the pharmacy so that our patients can withdraw cash in local currency.

Hospital coffee shop

Light meals and snacks are available in the coffee shop located on the first floor next to the main reception area. Hot entrees, sandwiches, fresh-baked muffins and cookies are available daily. The coffee shop is open from 7:30 a.m. to 6:30 p.m. from Monday to Saturday. The coffee shop is closed on Sunday.

Items for sale

For patients, family members, and visitors, we have a selection of goods and gifts available for sale on the first floor of the main building next to the pharmacy and on the 3rd floor in the Obstetrics and Gynecology clinic. Items such as baby essentials, maternity goods, medical products, and beauty care products are available. We also offer gift items, and a selection of fresh flowers.

Multilingual support

Our hospital staff are fluent in a number of languages, including English, French, Japanese, Korean, Mandarin Chinese, Farsi, Spanish, Russian, and Cantonese. If our staff doesn’t speak your language, we are pleased to offer, free of charge, a telephone translation service that operates in over 40 languages, 24 hours a day. Please ask the nurses for assistance.

Patient rights and responsibilities

Every patient has rights and responsibilities. These rights apply to all of our patients without regard to gender, sexual orientation, ethnic, social, cultural, educational, or religious background. Every clinic or nursing unit can provide you with a copy of the Patient Bill of Rights and Patient’s Responsibilities. Inpatients will find a copy of each of these documents in the Patient Services Manual.

Request for a copy of your medical records

Obtaining a copy of your medical records is easy. To start your request, simply download, print, complete, and sign the Informed Consent for Release of Information request form. Then fax the request form to us or bring it to the hospital. Please be sure to sign the form. Unsigned requests cannot be processed. Your request will be processed and completed within ten working days. We will mail a copy of your records to the address specified in your medical records file or to any other address you specify. You may also pick up a copy of your records from Beijing United Family Hospital between 8:30 am and 5:30 pm, Monday through Friday.

Coming to the Hospital

Coming to the hospital can be an unsettling experience. You have to adapt to new surroundings and routines at a time when you are not feeling your best. We go to great lengths to make sure you are as comfortable as possible during your stay. To this end, we provide you with all the conveniences you would expect, including fresh linens, nightwear, robes, disposable slippers, bath and hand towels, and toiletries. If you are taking any medications or if you regularly use any auxiliary devices and equipment, please bring these with you and hand them to the nurse in charge to ensure the continuity of your medical care. For security reasons, we ask that you do not bring large amounts of money or valuables into the hospital.

Services to make you feel more comfortable

The hospital offers a number of entertainment options to help patients feel more relaxed. These include:

  • Daily newspapers
  • A selection of DVDs
  • Books
  • CDs

Amenities such as toothbrushes, soap, shampoo, slippers, housecoats, and towels are provided upon admission to your suite. Should you require additional amenities, please contact the nurse or the Patient Services Department. We also have an open visiting policy. This means that you can receive visitors whenever you like as long as it does not interfere with your treatment or recovery. We can also help you send your clothes out for washing. Please contact your nurse for assistance. Please note that this is a self-pay service, and you will be charged when you are discharged from the hospital.

Valuables and belongings

If you are carrying any valuable items when you are admitted, please arrange for them to be taken home, or hand them to the nurse for safekeeping. The hospital is not responsible for the security of money or valuables left in your room. We do provide safe boxes for you to keep your valuables in while you are at the hospital. Please contact your nurse if you need a safe box.

Preparing for surgery

If you are coming to the hospital for surgery, you must not eat or drink anything during the 4 to 6 hours prior to your surgery or to receiving a general anesthetic. If you are to be admitted on the day of the surgery and have not yet been given specific instructions about your diet, please ask your nurse for advice. On the day of the surgery, please do not wear any make-up, nail polish, or jewelry. (Wedding rings, however, are permitted.) After the surgery, we will advise you on the length of your recovery and on what you can do to aid the healing process. It is important that you do not drive on the same day you receive an anesthetic. If you plan to leave the hospital the same day your surgery is scheduled, please arrange for someone to collect you. If you are receiving a general anesthetic, you will not be fit to drive yourself. It is also important that you do not start driving until you have had a full night’s rest. Whoever collects you should stay with you for 24 hours after you have received the anesthetic. We would be happy to show you around our hospital before your stay. This tour can help familiarize you with where you will be staying. To arrange a visit, please contact our Patient Services Department. We will arrange for a member of our staff to show you around.

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