How can we help?
1. Definitions & Roles
What is a PUC?
PUC stands for "Person Under Care". This is the senior whose well-being is being monitored via daily check-ins or who is receiving escort services.
Who is a CG (Caregiver)?
A Caregiver (CG) is a family member invited to the senior's circle to receive real-time alerts and health status updates.
2. Onboarding & Setup
How do I set up the Safe Zone?
Open the CareLink LINE app, go to settings, and drop a pin on the senior's home. Our system uses a 50-meter radius around this pin to validate if the senior is "Safe at Home" during check-ins.
3. Managing Profiles
Can I add more than one senior?
Yes. Subscribed plans allow up to 3 Active Circles (seniors). The Free plan is limited to 1 senior.
4. Alerts & Escalation
What happens if a check-in is missed?
- Urgent LINE alert to all caregivers.
- SMS Alert to the primary contact (Starter+).
- Agent Call: Staff calls the senior 3 times every 30 mins (Standard+).
- Authorizing a physical Dispatch Runner if all else fails.
5. Subscription & Payment
When is my payment deducted?
Deductions occur on the same day each month based on your sign-up date. For example, if you pay on February 4th, your next automatic deduction will be March 4th at 6:00 AM.
What happens if a payment fails?
The system will prompt you to update your payment method or change your plan. Features will be paused until a successful payment is made or you downgrade to the Free tier.
6. Medical Escorts
Where is the service available?
Currently, the Medical Escort service is available only in **Bangkok**.
How far in advance should I book?
All Medical Escort requests must be booked at least 48 hours in advance to ensure we can match you with a verified partner.
Who pays for medications and transport?
The patient/family is responsible for all expenses, including medications and transport from the patient's place to the hospital. Please ensure the senior has enough cash or a payment method prepared.
What if the visit exceeds 4 hours?
Each session is 4 hours. If it exceeds this time and the Medical Escort does not have other appointments, they can extend the service. You will be charged THB 300 per 1-hour block (even if the extension is just 15 minutes).
How is the service time tracked?
The paid session starts from the moment the Medical Escort picks up the patient at their home, continues through the hospital visit, and ends only when the patient is safely returned to their house. This means travel time is included in the 4-hour block.
What if there is a discrepancy in the time charged?
If you believe the timing is incorrect, we will launch an investigation. If the claim is verified, a refund will be made, and the Medical Escort will be penalized and suspended from future jobs.
What does the escort actually do when they arrive?
Upon arrival (30 mins before appointment), the escort handles the entire process: registration, queuing, accompanying the patient to the doctor to take notes, and handling pharmacy/billing.
7. Privacy & Data
Are check-in photos private?
Yes. All photos and GPS data are encrypted and shared exclusively with the caregivers in your Family Circle. We adhere to strict PDPA guidelines.
1. Getting Started as a Partner
How do I sign up to be a Medical Escort?
- Add our Partner LINE OA and fill out the application form.
- Wait for our team to review your profile and conduct a phone interview.
- Upload Thai ID, Bank Book, and Criminal Record Check.
- Complete the mandatory online training course and pass the quiz.
Do I need prior experience?
Having experience is a huge plus as you can expect to receive better ratings and reviews. Otherwise, as long as you have the right attitude and mindset to service the elderly, you can definitely sign up with us.
What is the online training about? Do I need a CPR test?
- You must provide a certificate renewed within the last 6 months.
- Only certificates from approved institutions are allowed.
- If you don't have one, you can sign up for a new course through CareLink.
How do reviews and ratings work?
- Punctuality at patient's house.
- Attitude towards patient.
- Service towards patient.
- Know-how to navigate in hospital.
- Completeness of Doctor Notes taking.
- Completeness of Pharmacist Notes taking.
- Ride experience.
2. Your Job at the Hospital
What are the main steps during a visit?
- Arrival & Pickup: Arrive at the house on time to reach the hospital 30 mins before the appointment.
- Seeing the Doctor: Go inside with the patient, listen carefully, and take notes in the app.
- The Pharmacy: Verify exactly how and when they should take each medicine.
- Finishing Up: Upload photos of the bills and the next appointment card.
How do I know when to arrive at the patient's house?
The app calculates the distance and reverse-calculates exactly what time you need to reach the patient's house in order to arrive at the designated hospital 30 minutes before the appointment.
Who pays for the patient's expenses?
The patient pays for their own medications and transport. Remind them to have cash or payment methods ready. Do not use your own money.
3. Earnings & Payments
When do I get my money?
Your earnings go to your wallet once the family confirms completion. We transfer the balance to your bank account every Tuesday.
What if the visit exceeds 4 hours?
If you have no other appointments, you can extend the service. You will be paid an Overtime rate of THB 300 per 1-hour block (even for partial hours like 15 mins).
How is my time tracked?
Your service time ends and is recorded when you upload the completion photos/documents in the app.
What if there is a discrepancy in timing?
We investigate all discrepancies. If it is found that you claimed incorrect time, the client will be refunded, and your account will be penalized or suspended from future jobs.