Special Edition

UFH Quarterly Magazine

It Takes a Village

A behind the scenes look at the essential teamwork required for quality healthcare

Special Edition In this issue: • Rethinking the role of nurses • Patient support and advocacy • The convenience of home healthcare

Message from the Contact us: Beijing United Family Hospital & Clinics 2 Jiangtai Road, Chaoyang District Tel: +86 (10) 5927 7000 Guangzhou United Family Clinic South Tower, PICC Building 301 Middle Guangzhou Ave Tel: +86 (20) 8710 6000 Shanghai United Family Hospital & Clinics 1139 Xianxia Road, Changning District Tel: +86 (21) 2216 3900 Tianjin United Family Hospital No. 22 Tianxiaoyuan Tanjiang Road, Hexi District Tel: +86 (22) 5856 8500 Wuxi United Family Clinic 10 Middle Huaxia Road Dongting, Xishan District Tel: +86 (510) 8821 9725

Subscribe today: If you would like to subscribe to receive our free quarterly magazine and/or receive our monthly e-mail newsletter, please send your details (including name, address, telephone number, and e-mail address) to health.matters@ufh.com.cn.

Send us your comments: If you would like to send us a comment about Health Matters, get in touch with our editorial team or contributors, or would simply like more information about anything you have read, please send an e-mail to health.matters@ufh.com.cn.

Editorial team: Carl Lorimer Christina Liao Ginny Tonkin Wang Zizhang

Design: Alex Qi

Editorial contributors: Roberta Lipson Qin Xinyan Chanell Jan Carcallas-Concepcion Zhuang Liming Li Jian’an Sun Fei Pamela Quah Miriam Brofman Ada Zhang

Message from the Chair of UFH

Chair of UFH

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Special Edition

Roberta Lipson Chair, United Family Healthcare CEO, Chindex International, Inc.

As we begin each New Year, every member of our United Family takes time to reflect on the achievements of the year gone by. With a clear understanding of our accomplishments, we can focus on creating new goals to make China a place to better remain healthy and receive world-class healthcare. In 2013, we furthered this mission by completing hundreds of thousands of outpatient visits, tens of thousands of patient nights, and nearly one thousand births across our beautiful, safe, and convenient facilities in Beijing, Shanghai, Tianjin, and Guangzhou.

With every patient encounter we are given a chance to save lives, cure disease, and demonstrate our innovative approaches to integrated, patient-centered, team-based care.

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News & Events

United Family Home Health: Continuity of Care from Hospital to Home

By Qin Xinyan, MD

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Five Things You Should Know about Your UFH Nurse

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By Chanell Jan Carcallas-Concepcion, RN PhD

The Proof is in the Details: Why Infection Control is Essential to World-Class Healthcare

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By Zhuang Liming

Rehabilitation: An Investment in Your Future

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By Li Jian’an, MD

High-quality Analysis Ensures Trustworthy Results

By Sun Fei, MD

Behind the Dispensary Window

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By Pamela Quah, BPharm MSc

Uniquely Warm and Caring Service: One Patient at a Time

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By Miriam Brofman

Transparency in Financial Services: Added Value behind the Scenes

By Ada Zhang

UFH Membership Program Medical Staff

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Medical Services Contact Details

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Roberta Lipson Chair, United Family Healthcare CEO, Chindex International, Inc.

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This past year witnessed an increasing demand for premium healthcare in China. In July of 2013, in response to our patients’ expectations for continuity in care, we opened Beijing United Family Rehabilitation Hospital, a state-of-the-art rehabilitation facility focused on helping patients recovering from cardiovascular, neurological, and orthopedic events. With the rise of debilitating chronic conditions, including strokes and heart disease, as well as accidents resulting in broken bones, brain and spinal injuries, we are meeting the growing demand for rehabilitation services for Beijing, China, and Asia as a whole. Additionally, a new clinic also opened in Beijing’s Central Business District, which, due to strong demand, already expanded in size and available services.

As well as adding new facilities to our network to provide premium care to underserved areas, it is important to improve our current facilities and medical services to better serve our patients. In the past year, several notable events include opening Shanghai’s United Family Quankou Clinic, doubling the capacity at Beijing United Family Hospital’s Emergency Department, expanding United Family Shunyi Clinic, and receiving practice licenses for services in Pathology, Thoracic Surgery, and Plastic Surgery. Also still in the works, slated to open in early spring 2014, is the United Family Financial Street Clinic on Beijing’s west side.

Also of significance was the expansion of United Family Home Health (UFHH) from Beijing to both the Tianjin and Shanghai service areas. UFHH provides medical services to postpartum mothers and newborns, the elderly, and those who require home medical care on an as-needed basis. UFHH sends United Family doctors and nurses to visit patients in their homes to provide a range of medical services, including general checks, IVs, blood draws, medication administration, and certain other treatments. This year, we also plan to begin offering patients in Guangzhou this comprehensive and convenient approach to healthcare.

In January, to mark Tianjin United Family Hospital’s second anniversary, we inaugurated a pilot membership program for the city’s community known as the Healthy Life Plan. For one annual price, patients receive all outpatient care, imaging, lab tests, and routine OTC drugs, all with a strong focus on preventive care. We hope that this new program will strengthen the partnerships with our patients in their wellness endeavors. In the future we will consider expanding this service to other locations. Another exciting piece of news is that Tianjin United’s multi-million dollar investment in a state-of-the-art Infertility IVF Center will open with full services to all United Family patients in March of 2014.

For this edition of Health Matters, we are sharing a special behind the scenes glimpse at the ancillary services that often do not enjoy the limelight commonly reserved for our more visible clinical departments. But the day-to-day operations of a modern, integrated healthcare network and, most importantly, a patient’s positive experience and sense of value in the care they receive, are both very much dependent on these supporting services. Leaders of UFH’s Nursing, Patient Services, Financial Services, Laboratory, Pharmacy, Housekeeping, Home Health, and Rehabilitation teams have stepped forward to shed light on the inner workings of our healthcare facilities.

We hope you enjoy this issue’s backstage tour. On behalf of everyone at UFH, I wish you and your family a safe and healthy year.

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New Customer Service and Appointment Numbers New Chief Medical Officer Joins TJU Tianjin United Family Hospital Launches the Healthy Life Plan: An Exciting New Approach to Healthcare for Tianjin

BJU Expands Emergency Department and Clinics BJU Expands Emergency Room and Outpatient Clinics Beijing United Family Hospital and Clinics held the grand opening ceremony for its new Emergency Room expansion on November 11, 2013. Highlights include 15 independent rooms, both neurosurgery and OB/GYN green channels, and 24-hour pediatric emergency services. International-standard emergency physicians are available 7 days a week, 24 hours a day.

The United Family CBD Clinic recently celebrated its first anniversary – and new expansion. – recently . New services include an ENT Clinic, Eye Clinic, and Dermatology Center, with expanded services in the Radiology/Imaging.

Dr. Patrick Liu Tianjin United Family Hospital is proud to announce the appointment of Dr. Patrick Liu as the center’s Chief Medical Officer. An internal medicine physician, Dr. Liu is from Taiwan and the United States. He his is Medical from The Healthy Lifereceived Plan (HLP) a newDegree initiative withNational a goal of Taiwan University andhealth a Master of Public Health from care Harvard maintaining good and promoting preventive for the University in Tianjin. the United His initial residency in Internaland people of It is aStates. partnership between our clinicians Medicine took placeinatcollaborating the Yale School of Medicine; heachieve also took the community with patients to new part in a Critical Care fellowship at Mount Sinai Medicine health goals. It is a commitment to living a longer andCenter happier of life.

NewItYork University and aspent Geriatric Medicine fellowship at is hope for a future caring for the next generation Harvard Medical School. instead of being a burden. It is a promise to communicate with healthcare experts in a trusting and honest environment about He how comes Tianjin the United States where he youtocan makefrom yourBoston health in a priority. worked attending patients at Beth Israel Deaconess Medical Center as atime Clinical Instructor at Harvard Medical School. Heare For and a one annual membership cost, HLP members is board certified by thephysician American Board Internala Medicine, assigned a personal who will of perform comprehenwith added subspecialty qualifications in Critical Care Medicine sive health examination tailored to your specific individual andneeds.

Geriatric Medicine.

He of is athe member of the American College Using the results exam, your doctor will form a plan of Physicians, American Medical Association, of Hospital on on how to best optimize your health, make Society recommendations Medicine, Society of Criticaland CaresetMedicine, and In the American any lifestyle adjustments, health goals. addition to the Geriatric Society. basic tools your doctor has at their disposal, within the scope of the HLP, members are annually entitled to one free Emergency Room visit, one free dental cleaning, and an ophthalmology checkup. Services not included in the HLP are discounted up to 50% off normal retail prices.

Please visit http://tianjin.ufh.com.cn for more information.

For all Beijing United Family Hospital and Clinics’ facilities, our new 24hr Service Center at 4008-919191 conveniently handles appointments, questions, or other customer service needs 24 hours a day, 7 days a week.

Shanghai United Family Hospital and United Family Quankou Clinic also transitioned to a centralized Appointment Center telephone number at 400 639 3900.

Appointments can be made through this number for all hospital departments and clinics, excluding the Dental Clinic – (021) 2216 3909, Huashan Pudong Hospital International Division—Managed by United Family Healthcare – (021) 5030 9907, and United Family Minhang SRC Clinic – (021) 2201 0995.

Han Hong Charity Foundation Thanks UFH for Providing Medical Services in Xinjiang

In addition, our United Family Shunyi Clinic also expanded this month, allowing more patients who live nearby to see their physician closer to home. OB/GYN and Radiology/Imaging now offer expanded services, while the Eye Clinic and Dermatology Center have added additional physician hours.

Beijing United Family Hospital and Clinics held the grand opening ceremony for its new Emergency Room expansion on November 11, 2013. Highlights include 15 independent rooms, both neurosurgery and OB/GYN green channels, and 24-hour pediatric emergency services. International-standard emergency physicians are available 7 days a week, 24 hours a day.

The United Family CBD Clinic celebrated its first anniversary and new expansion recently. New services include an ENT Clinic, Eye Clinic, and Dermatology Center, with expanded services in the Radiology/Imaging.

In addition, our United Family Shunyi Clinic also expanded this month, allowing more patients who live nearby to see their physician closer to home. OB/GYN and Radiology/Imaging now offer more services, while the Eye Clinic and Dermatology Center have added additional physician hours.

This past September, UFH partnered with the Han Hong Charity Foundation to assist the Xinjiang Medical Aid Team (XMAT) in providing much-needed medical services and pharmaceuticals in the northwestern province.

The XMAT, composed of over 40 medical specialists from Beijing including UFH medical personnel, traveled to the Taklamakan Desert, traversing an area of over 4,000 kilometers, to visit 14 counties and cities over a 20 day medical mission. UFH physicians treated nearly 1,700 patients during their journey.

To help local hospitals and medical teams, the XMAT also organized healthcare seminars, and UFH OB/GYN physicians held a seminar for local medical personal on postpartum hemorrhage treatment.

To thank XMAT and UFH personal for their time, support, and generosity, the Han Hong Charity Foundation sent a special letter of thanks to UFH. This letter expressed gratitude to UFH leadership, including UFH Vice President of Medical Affairs Dr. David Rutstein, Beijing United Family Hospital (BJU) General Manager Sylvia Pan, and BJU Associate General Manager Annie Wang, for the outstanding work and selfless contributions of participating UFH physicians. The letter also expressed the hope that unbound love and charity would reign in people’s hearts and encourage a giving nature and caring for others.

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While the concept of home healthcare is relatively simple to explain, excellent delivery takes professional care and coordination. United Family Home Health (UFHH) services are focused on providing the highest quality of personalized medical care possible. For instance, UFHH’s Continuing Medical Care service provides medical support in the home for seniors, those with chronic conditions, and patients recovering from a stroke or heart attack. Many of these patients have recently transitioned out of the hospital setting, but require follow-up care at home. Our team helps these patients stay out of the hospital through our home medical care. Similarly, UFHH’s Postpartum Medical Care service helps women recover from delivery. Specifically for patients engaging in the postpartum tradition of yuezi (during the first postpartum month), home healthcare monitors the new infant and mother to ensure their health and wellness.

Several academic studies over the past decade have shown that home healthcare can significantly reduce the number of hospital admissions and re-admissions. This is true both for older adults and for newborns. For instance, home weight monitoring has shown to reduce the rate of hospital re-admission by 35-67% for patients with congestive heart failure. Receiving home healthcare after delivery has shown to lower the need for newborns to return to the hospital by up to 4.5 times.

United Family Home Health: Continuity of Care from Hospital to Home cross the world, home healthcare is becoming increasingly important in delivering quality healthcare A services to the elderly and those with chronic conditions. Home healthcare providers focus on delivering continuity of care from hospital to home, and from home to hospital. When patients travel between locations of dedicated medical care, they are said to go through a “transition.” Transitions occur when a patient is admitted to the hospital, when they move from an outpatient to an inpatient setting, and when they are discharged from the hospital. At these critical junctures, it’s not uncommon for the quality of medical care to suffer. For every new team of physicians and nurses delivering medical care, the patient is often left with the responsibility of ensuring continuation of clinical treatments. Home healthcare is designed to reduce transition errors and bridge gaps in treatment. Medical professionals like me and my team ensure that patients enjoy continuous, comprehensive, and coordinated medical care.

Governments facing the issue of rapidly aging national populations are particularly interested in home healthcare as a way to ensure the continuity and integrity of medical care for their elderly. In Denmark, for example, the rate of home healthcare utilization is about 10%; in Japan, it’s about 9%. These healthcare systems recognize the importance of home healthcare, especially for managing geriatric health between the hospital and home. In China, home healthcare is a radically new concept. However, more and more people are turning to home healthcare to help manage chronic conditions such as heart disease, diabetes, and hypertension. These services can prevent the onset of disease through careful monitoring and planning, and manage diseases once they occur.

Beyond high-quality medical care, home healthcare also provides convenience and peace-of-mind for both patients and their families.

Moreover, home healthcare lessens the burden on families who struggle to care for their loved ones. Often in China, children and grandchildren of the elderly are already caring for their own child and providing for their spouse, while also financially supporting their older family members. The demands of caring for an elder family member who is suffering or recovering from a serious health condition can be overwhelming. The predominating cultural preference in China is for the elderly to be at home with their children, even if their children are too busy to care for them. Our services allow families with elderly relatives to know their parents and grandparents are receiving comprehensive medical care, and that someone is sharing this critical responsibility.

In addition to the immediate benefits for patients and their families, home healthcare is proven to offer public health benefits as well.

The Chinese government recognized the nation’s need to develop home healthcare as a key part of caring for the elderly in its 12th Five-Year Plan. As a public health measure, home healthcare, along with the development of primary care (another key government initiative), can help triage common conditions and reduce overcrowding in China’s public hospitals. It can also promote education related to preventive care and healthy living, something governments all over the world struggle to deliver to their citizens.

More importantly, because of China’s unique demographic situation – the one-child policy and the lack of long-term care options in the home – it is not uncommon for older people to refuse to leave the hospital after medical treatment, resulting in a further strain on China’s public healthcare system. This observed tendency is part of the reason the China National Committee on Aging announced further development of China’s home health services sector in 2009.

With the goal of keeping our patients healthy and out of medical danger, UFHH’s mission is to provide UFH-quality clinical care to our patients in the comfort of their homes. Perhaps equally as important, our home healthcare services are designed to give support when and where it is most needed — when children are young, chronic illnesses require constant attention, or when parents and grandparents are old. Combining UFH professionals with a commitment to providing care outside the hospital results in our patients receiving high-quality, international-standard, and comprehensive healthcare, giving families peace of mind that their loved ones are receiving excellent care no matter where they might be.

References: 1. A 2004 study from Pennsylvania State University’s Medical Center found that 0.6% of newborns who received postpartum medical visits had to be re-admitted to the hospital within the first 10 days after discharge, while the rate among newborns who did not receive postpartum visits was 2.8%.

2. China National Committee on Ageing. “Views concerning the full promotion of home care for the aged.” 2009. Retrieved from www.cncaprc.gov.cn/info/64.html.

3. Xiao Riyang; Zhu Keyun. “Clinical observation of home monitoring of weight in the outpatient treatment of chronic congestive heart failure.” Journal of Contemporary Medicine. July 2013.

4. Yu Cheung Wong; Leung, Joe. “Long-term Care in China: Issues and Prospects.”

Journal of Gerontological Social Work. 2007; 55:7, 570-586.

5. Zhai Xiaomei; Qiu Renzong. “Perception of Long-Term Care, Autonomy, and Dignity, by Residents, Family and Caregivers: The Beijing Experience.” Journal of Medicine and Philosophy. 2007; 32: 425-445.

Qin Xinyan, MD Chief Medical Officer, United Family Home Health Internal Medicine Physician & Rheumatologist

For more information or to book an appointment, please call BJU (010) 5927 7333; for SHU (021) 2216 3833; for TJU (022) 5856 8333

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5 Things

The Proof is in the Details:

You Should Know about

Why Infection Control is Essential to World-Class Healthcare

Your UFH Nurse

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here is more to a United Family Healthcare (UFH) nurse than meets the eye. Most people view nurses in China as merely the “doctor’s assistant” who takes your vital signs, draws blood, and asks a few questions. The UFH nurse is in a class above the rest. Patients and doctors have described UFH nurses as “the best,” “excellent,” “superb,” “quality,” “caring,” and “well-trained.” With over 560 nurses, our nursing staff is the largest group within UFH, comprising of a committed cadre of healthcare professionals. Here are five reasons to re-think the way you view UFH nurses.

1: No white caps

4: Communication matters

The hospital dress code at UFH does not include wearing what previously was the universal symbol of nursing – the white nurse’s cap. The cap that once symbolized dignity, dedication, and education has now become unnecessary. Many view caps as a reminder of the past, when nurses were viewed as “minions and maids.”

Most importantly, caps can be a source of infection. What differentiates the UFH nursing staff is not what they wear, but what they do. Nurses are not relegated to merely following doctors’ orders; they collaborate with physicians and the entire healthcare team for better patient outcomes.

To be a successful UFH nurse requires one to possess good communication skills. Equipped with bilingual abilities, nurses often serve as translators for foreign patients and doctors. They are trained to utilize communication tools such as AIDET (Acknowledge, Introduce, Duration, Explanation, Thanks) and SBAR (Situation, Background, Assessment, Recommendation).

Dealing with multicultural patients and managing their high expectations can be very challenging, but UFH nurses routinely navigate through these challenges as part of providing a great patient experience.

2: Focus on care, not only the cure

5: Professional growth

Caring is the essence of nursing. Although caring is not an attribute exclusive to nurses, nursing requires a unique brand of care. Nurses focus on attending to the human response to illness and health conditions rather than on diagnosing or curing disease.

What makes being cared for by a UFH nurse unique? For UFH nurses, care is not just a feeling or a thought; it is a deliberate act in service of the patient.

UFH seeks to provide nurses with opportunities to grow and develop their nursing careers. The UFH career ladder for nurses consists of four different levels (Levels 1 through 4). Nurses can move up a level by passing an annual Promotion Exam. The Promotion Exam involves a written portion and a skills portion.

The written test assesses knowledge and critical thinking regarding general nursing, each nursing specialty, and leadership. The skills simulation assesses a nurse’s real-time ability to deal with a variety of patient case scenarios. Senior nurses also have a chance to become Nurse Specialists and Nurse Unit Educators as well as other leadership positions, such as Head Nurse or Clinic Manager.

An annual skills checklist also ensures that all nurses meet UFH nursing standards.

3: Putting a premium on education and training What most patients do not see are the many hours their UFH nurse spends in training. Although all new hires have nursing education degrees, nursing licenses, and many have extensive experience practicing at the best public hospitals in China or abroad, the moment any nurse is hired at a UFH facility, he or she will go through to a two-day employee orientation, a three-day new nurse orientation, weeks of ward orientation, and six months of preceptor-guided practice. Within the first year of employment, UFH requires new nurses to attend customer service training, basic life support (BLS) training, infection control training, training with simulated case studies, training in a nursing skills laboratory, and other in-service training programs.

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Most UFH facilities employ Western-trained nurse educators with Bachelor’s of Science, Masters, or PhD degrees in Nursing, to assess, plan, and implement training programs. New nursing graduates undergo a special 12-month program designed to ease their transition from student to well-trained nurse in an international-standard hospital. Trainers and educators also participate in training to ensure that they meet the learning needs of their staff. UFH Chief Nursing Officer Shen Xiaoyan also champions evidence-based nursing practice in the hospital. Initiatives that foster an evidence-based nursing environment include holding monthly journal clubs, developing research studies, and aligning policies and protocols with evidence-based nursing

Being a UFH nurse requires more than great nursing skills; it also requires up-to-date nursing knowledge, the right attitude, and great communications skills. Behind the scenes, nurses work tirelessly to ensure that patients get the best possible care. The next time you see a UFH nurse, know that he or she is uniquely different from any nurse you may meet elsewhere. In addition to professional medical care, you can count on them to provide you with an excellent patient experience.

Chanell Jan Carcallas-Concepcion, RN PhD Manager, Nursing Education Department Beijing United Family Hospital and Clinics

For more information or to book an appointment, please call BJU 4008-919191; for GZU (020) 8710 6000; for SHU 400 639 3900; for TJU (022) 5856 8500

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he moment someone steps into a United Family Healthcare (UFH) facility, they enter a refreshing environment of cleanliness and comfort. But patients are not often aware of what goes on behind the scenes to minimize hospital-acquired infections. Research has shown that healthcare settings can be reservoirs of infectious agents, including the contagious and potentially dangerous Methicillin-resistant Staphylococcus aureus (MRSA) bacteria. So it comes as no surprise that patients often ask about the safety of the healthcare environment.

Thankfully, studies present compelling evidence that a clean hospital setting results in fewer healthcare-associated infections.

Hospital-acquired infection rates are one of the quality indicators that measure a hospital’s safety, quality of care, and adherence with international standards. Consequently, UFH facilities are committed to exceeding Joint Commission International (JCI) standards for minimizing environmental contamination.

Infection control staff throughout the UFH network cooperate closely with all departments to implement our environmental safety plan, which includes the development of standards, policies, and procedures for cleaning and disinfection, as well as monitoring efficacy through regular audits. As a result, we are not only quality accredited by JCI, but our hospital-acquired infection rate is among the lowest in China.

Our Sanitation Services Team (SST) is at the forefront of carrying out cleaning and disinfection duties throughout our facilities.

Unlike physicians or nurses who have direct contact with our patients, the SST delivers services behind the scenes. This important work ensures that patients receive medical care in a hygienic and healthy environment. The SST separates a facility into cleaning areas that include inpatient rooms, outpatient rooms, lobbies, restrooms, and other public areas. Furthermore, there are different levels of cleaning for certain areas. For example, our Operating Rooms, Catheterization Lab, Intensive Care Unit, and Neonatal Intensive Care Unit all require deep, systematic cleaning by a highly-experienced SST member.

Additionally, after isolation or quarantine patients are discharged, nurses immediately notify SST staff to thoroughly sterilize the isolation area or inpatient room. We disinfect these areas first with an hour of ultraviolet radiation, followed by cleaning of all surface areas using equipment assigned to the specific area; SST members finish the procedure with another hour-long round of ultraviolet radiation. A study in the United Kingdom demonstrated that such rigorous cleaning precautions greatly reduce MRSA infections.

In other clinical areas, the type of disinfectant and sanitation procedures used depends on the area or room’s function, and appropriate concentrations of disinfectant are used to ensure proper sanitation. Cleaning tools such as rags and mops are separated by individual rooms to avoid cross-infection. SST follows standard policy and procedure to clean from top to

bottom, right to left, inside to out. Facility restrooms aredisinfected every 30 minutes, and floors and carpets are mopped and vacuumed when required. Clinical rooms, waiting areas, and pediatric lobby toys are disinfected twice a day. We also remove miscellaneous garbage in outpatient/inpatient rooms, public areas, and restrooms as often as needed, while biomedical waste is discarded separately according to infection control and environmental protection policies.

The placement of all cleaning and disinfection tools and materials follows JCI standards as well. SST staff designate different colors of mop heads and cleaning cloths—red, blue, green, yellow, and white—for isolation and quarantine areas, treatment rooms, standard outpatient/inpatient rooms, restrooms, and public and office areas, respectively. These colors not only designate separate usage, but also storage. We use microfiber mops only, as evidence shows they have a microbial contamination removal rate of 95%, compared to only 68% with a conventional cotton mop. Furthermore, all of our mop tips are regularly disinfected with heat to eliminate contamination. UFH infection control staff use adenosine triphosphate (ATP) to measure the presence of bacteria and viruses after disinfection, as opposed to subjective visual measurements to evaluate environmental cleanliness. UFH has achieved a 98% pass rate of government regulated air and surface environmental tests.

We are proud of our staff for their efforts in making UFH facilities a safe environment. A clean and sanitary setting that exceeds international standards is crucial to both overall healthcare quality and the process of healing – our patients expect and deserve no less.

Zhuang Liming Senior Housekeeping Captain Shanghai United Family Hospital and Clinics

For more information or to book an appointment, please call SHU 400 639 3900; for BJU 4008-919191; for GZU (020) 8710 6000; for TJU (022) 5856 8500

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n light of these growing needs and an existing lack of international-standard rehabilitation services in China, United Family Healthcare opened Beijing United Family Rehabilitation Hospital (BJURH) in July of 2013, an investment of nearly USD 40,000,000. The world-class facility aims to restore function and quality of life to patients recovering from serious injuries, surgeries, or debilitating illnesses in a broad array of areas by providing a team approach using evidence-based medicine and modern technology in a comfortable and nurturing environment.

What is rehabilitation medicine?

Rehabilitation medicine focuses on addressing functional impairment, or rather, the recovery of function. The goal of our treatments is the maximum recovery of functional potential and helping patients resume their normal life activities. Treatments can be classified by the function they aim to recover. These treatments include neurological, orthopedic, spine, and cardiac rehabilitation, rehabilitation for cerebral palsy patients, various forms of geriatric rehabilitation, and rehabilitation for pain (e.g., neck, shoulder, hip, leg, etc.). Our general treatment courses involve physical guidance for functional recovery, the use of orthotics and assistive equipment for functional compensation, and/or the use of devices, such as prosthetics and wheelchairs, as functional substitutes.

Partnering with you on the road to wellness

Rehabilitation:

An Investment in Your Future

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Medical rehabilitation needs are growing rapidly throughout China. According to preliminary data, in 2011 rehabilitation-related outpatient and emergency visits soared to 16,870,000 cases, an increase of 2,310,000 visits from the year before.

This surging demand is due to not only a rise in economic and living standards, but also the increasing use of rehabilitation in the treatment of disease. In contrast, the concept of rehabilitation is still relatively misunderstood and public awareness remains low. However, as the public’s understanding and perception of rehabilitation evolves, the specialty will soon achieve a level of acceptance common in most developed countries.

Recently, rehabilitative treatments of several conditions and injuries were in the spotlight. Stroke is one such condition, as patients now understand hemiplegia, or paralysis affecting parts of their body, can be improved through active rehabilitation. The heartbreaking but inspiring story of former Phoenix TV anchorwoman, Liu Hairuo, also highlighted the benefits and promise of rehabilitation. After suffering traumatic brain injury in a train accident, she sought professional neurological rehabilitation treatment resulting in a strong recovery.

Rehabilitation medicine does not stand alone. Multidisciplinary healthcare is foundational to the development of rehabilitation medicine. Similarly, BJURH is not an isolated health services provider. Every BJURH patient is served by a multidisciplinary healthcare team, usually consisting of the patient’s primary physician and/or surgeon who helps to ensure continuity of care and advises the rehab team on the patient’s condition and medical needs; a rehabilitation physician and/or therapist who evaluates the patient’s functional abilities, helps to design the treatment plan, and oversees its implementation; nurses who provide one-to-one care that supports the rehabilitation treatment; and a psychological therapist and a nutritionist who provide emotional support and nutritional counseling. However, the most important part of a patient’s healthcare team is their family. A patient’s determination to make it through a rehabilitation course is intimately connected with familial support. We aim to create a home-like environment for our patients in the clinic, but to do this well, we need family members to be enthusiastic participants in their loved ones’ recovery process. To this end, a Patient Services representative will also be involved to act as a bridge between patients, their families, and their healthcare teams, continually communicating with patients and family members to best gauge their response to the rehabilitation process.

of function and strength does not happen without intentional effort. A professional rehabilitation team provides specific guidance and equipment for building strength and achieving recovery goals.

Cardiac rehabilitation: Another subspecialty of rehabilitation medicine that has witnessed rapid development in recent years focuses on the heart. Cardiac rehabilitation includes assessment, training, life coaching, regular monitoring, and education to assist in the repair and maintenance of the critical organ. Rehabilitation improves quality of life and helps patients return to a normal life, while working to prevent future heart problems and cardiovascular disease recurrence.

Does this mean that rehabilitation is only for patients recovering from serious diseases or injuries? Absolutely not. As an example, pregnancy and birthing involves a great deal of physiological change, especially regarding a woman’s muscles, bones, and hormones. Many women develop lower back pain and hypertension and have no idea that these conditions can be ameliorated through rehabilitation therapy. Regular walking and strengthening your core muscles during pregnancy can make the birthing process much smoother. For postpartum women who want to change their figure, rehabilitation can be a great help, especially for women who engage in the practice of yuezi (traditional Chinese postpartum recovery during the month immediately after delivery). Even after leaving the hospital, a Rehabilitation Physician can provide suggestions for exercises that can be done at home. Additionally, BJURH offers a postpartum recovery package that includes core strength evaluations and pelvic floor strength evaluations to help women recover functionality and keep up with their new babies.

Rehabilitation as an investment The World Report on Disability, published by the World Health Organization, concludes that rehabilitation is a worthwhile investment because it creates human capital. This statement expresses the idea that rehabilitation is an investment in ourselves, and in our community, through the roles every individual uniquely plays in society. Many people are interested in financial management and stocks as a way of making great financial gains with a comparatively small financial expenditure. We should view rehabilitation in a similar light, as a way of making great physiological gains with similarly comparatively small expenditures. In short, rehabilitation is an investment in regaining function and capability, while simultaneously reducing hospital re-admission, complications, chances of suffering a second disability, and family and community burdens, resulting in a higher quality of life for you and your family.

Neurological rehabilitation: After a stroke or traumatic brain or spinal cord injury, neurological rehabilitation may significantly improve patient prognosis and motor function, reduce complications, and increase the ability to live independently and return to a high quality of life. As China’s population ages, the occurrence of diseases affecting cerebrovascular blood vessels will continue to increase, with stroke being the most common. Medical advances References: have greatly increased post-stroke life expectancy, but 70-80% of Louise E. Craig, et al. “Early Mobilization after Stroke: An Example of an Individual stroke survivors live with functional impairments (e.g., difficulties Patient Data Meta-Analysis of a Complex Intervention.” Stroke. 2010; 41: 2632-2636. with movement, sensation/perception, speech, swallowing, recogWorld Report on Disability. World Health Organization, World Bank. June 2011: 131. nition, etc.). Studies show that most patients with early functional rehabilitation achieve three times the level of independence than patients who do not undergo a treatment regimen. Early rehabilitation interventions for traumatic brain injury are essential for how well a patient recovers and may even increase the chances for longLi Jian’an, MD term survival. Likewise, a Cochrane review concluded that intensive Chief Medical Officer rehabilitation intervention appears to lead to earlier gains of function after a spinal cord injury. After a stroke or injury, neurologBeijing United Family Rehabilitation Hospital ical rehabilitation should start as soon as possible, typically within 48 to 72 hours after stabilization, to maximize recovery rate Orthopedic rehabilitation: An artful orthopedic surgery achieves optimal results only when followed by rehabilitative therapy. After surgery, the patient’s bones may have healed or stabilized, but they often experience impaired joint function. For these patients, recovery

For more information or to book an appointment, please call BJU 4008-919191; for GZU (020) 8710 6000; for SHU 400 639 3900; for TJU (022) 5856 8500

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sis nsures Tr ustwo rthy R esu High-q ualit y Ana ly E lts

T

he UFH Laboratory Department focuses on serving our patients with efficiency and accuracy. UFH laboratories are staffed by highly-trained professionals who are committed to provide quality customer service to our community. All UFH laboratories participate in international and national laboratory proficiency testing programs to ensure that our test results provide the most accurate information possible and meet industry standards. The Laboratory at Beijing United Family Hospital (BJU) is accredited by the College of American Pathologists (CAP) and provides tissue pathology, laboratory medicine, and blood bank services, making BJU the only hospital in China with a laboratory that is internationally accredited for its entire service scope.

UFH laboratories are open 24/7, providing services related to hematology, clinical chemistry, clinical microscopy and parasitology, microbiology, immunology, pathology, blood banking, toxicology, and genetics. We promise fast turnaround times on most tests compared to local hospitals. Samples are immediately transported by hand or pneumatic tube to the laboratory, and results are quickly returned electronically. One such service is a drug level test. We offer in-house services for substances such as acetaminophen and alcohol. Prompt and accurate results are especially important for the acetaminophen drug level test.

Acetaminophen is one of the most common pain relievers (analgesics) and fever reducers (antipyretics) that are available over-the-counter. High levels of acetaminophen can cause toxic hepatitis. Clinicians rely on us to return rapid results for these tests to achieve rapid management of potentially serious patient conditions.

Our laboratories are equipped with a range of high–standard, up-to-date, fully-automated systems to ensure that tests are processed sequentially and efficiently. We currently provide more than 1,000 laboratory tests that cater to both expatriate and Chinese medical preferences, supporting our physicians in providing high-quality patient care.

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Furthermore, most UFH laboratories have their own on-site blood banks for urgent transfusion needs. We work closely with local blood centers to organize community blood drives to make sure that we have adequate blood supplies. We also keep a donor

Behind the Dispensary Window

list of rare blood types for emergency situations. Additionally, we can organize special drives to collect rare blood types if necessary. In past years, more than 1,000 people have participated in UFH blood drives.

Tissue pathology tests are vital for making diagnoses, planning treatments, and monitoring diseases. The laboratory is the only department that has the expertise to perform the gross, microscopic, chemical, immunologic, and molecular examinations of organs, tissues, and cells. Our pathology section provides a variety of timely and accurate diagnostic services for surgical pathology services from small biopsies to large resection.

Furthermore, we provide cytology services for gynecologic specimens (e.g., PAP smears) and non-gynecologic specimens (e.g., urine, sputum, body fluids). We also handle frozen sections for all UFH medical departments seven days a week. Besides laboratory testing, our staff also participates in interdepartmental tumor boards by providing pathological information that is essential for achieving optimal patient care.

Every member of the UFH Laboratory Department is part of a team whose goal is to promote the welfare of our community by serving our patients to the best of our ability. All laboratory team members have a commendable work ethic, a voracious appetite for continual learning and training, and a high degree of proficiency in laboratory technology. After all, we want all of our patients to receive nothing but the best possible healthcare, and all of us in the UFH Laboratory Department are committed to meeting that goal.

Sun Fei, MD Director, Laboratory Services United Family Healthcare

For more information or to book an appointment, please call BJU 4008-919191; for GZU (020) 8710 6000; for SHU 400 639 3900; for TJU (022) 5856 8500

eceiving medication from your pharmacist should be an easy and straightforward process that builds confidence in R the safety and understanding of a prescription. At United Family

During an inpatient stay, we will pay close attention to your liver and kidney functions. Toxic substances are expelled from your body by your kidneys in a process called clearance. If clearance is impaired, medicines will accumulate in your body which can be life threatening. Through collaborative teamwork and constant communication between your physician, pharmacist, nurses, and you, the patient, we ensure that medication is handled properly and dosage adjustments are made when necessary.

At each UFH Pharmacy, the dispensary window is our primary public portal. Because we value every patient who approaches our window, your pharmacist is committed to addressing all enquiries and concerns you may have about your medicines. We will also ask about any drug allergies you may have before dispensing medicines known to trigger allergic reactions, such as antibiotics. If you are pregnant or breastfeeding, we recommend that you volunteer that information so that we can check our database for relevant drug safety considerations.

You may be surprised to learn that behind the dispensary window many intravenous (IV) antibiotics and fluids are compounded on-site. Our IVAR (IV Admixture Room) services create on-demand medication for inpatient wards following international-standards of quality control and accuracy.

Stringent aseptic techniques are used by pharmacists in handling IV preparations for inpatients, including medicines, nutrition, and analgesics ordered by physicians. Every single ingredient we use is traceable to specific batch numbers and includes a strict expiration date. Accordingly, we stand behind the safety of our medication and the professionalism of its compounding and delivery.

Healthcare (UFH), our professional, culturally-diverse Pharmacy Team takes pride in the trust we earn from each and every one of our patients. With a collective mission to optimize medication use for better patient care, we strive to exceed your expectations by persistently improving our service’s value.

During pick-up, you might notice that we often repeat your name and confirm date of birth. We do this to make sure you are the recipient of your prescription and that the medicine in our hands is for you. Pharmacists are obsessed with the accuracy of prescriptions. We scrutinize the dosage and instructions for your medicines and tirelessly seek confirmation and intervene with your doctor if necessary until we are confident that you are getting the safest, most effective medication, and appropriate dosage of use.

If you are admitted to a UFH hospital, a pharmacist will conduct a process known as “medication reconciliation.” By asking about your medication history and current use of medicines, we can assure that any new prescriptions work safely with what you are already taking. If attention is focused on unexpected and/or urgent medical matters, patients can forget the importance of medicines they regularly take or be unaware of the consequences of missing a dose. As your pharmacists, we will ensure that your medication history is taken within 24 hours of admission; knowing the timing of your last dose can be critical. To ensure continuity of care, when you are ready to go home, we will review your medication list one last time.

By putting patients and medication safety at the center of all we do, UFH pharmacists deliver the value-added services that define international-standard healthcare.

Pamela Quah, BPharm MSc Pharmacy Manager Shanghai United Family Hospital and Clinics

For more information or to book an appointment, please call SHU 400 639 3900; for BJU 4008-919191; for GZU (020) 8710 6000; for TJU (022) 5856 8500

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The Patient Services Team ensures that healthcare has as much to do with care as it does with health. If practitioners within a health organization are thought of as the cast of a play, Patient Services would be the crew, tirelessly working behind the scenes to make sure patients feel appreciated by smoothing over any hiccups in the day-to-day operations.

The Patient Services department serves as a bridge between the patient and the healthcare organization; our mission is to assess patient needs and expectations; to act as patient advocates with care, empathy, dignity, and respect; and to enhance the quality of service in a culturally-sensitive manner, encouraging collaboration between departments, and stimulating a positive environment.

To achieve these goals, Patient Services officers start by putting themselves in the patient’s shoes to better anticipate needs or quickly address them as they arise. One of our main functions is to provide language support, with most of our Patient Service departments speaking around 10 languages in-house. For example, when a new Central American ambassador recently visited Beijing United Family Hospital, a Spanish-speaking officer provided him with a personal tour. Likewise, Japanese expatriates newly arriving in Shanghai may receive assistance at Shanghai United Family Hospital to understand healthcare packages and vaccination plans that best serve their families, in their native tongue. When we cannot handle language needs within Patient Services, we immediately reach out to UFH staff who represent over 45 nationalities. We also utilize embassies and consulates as language resources, as well as a 24-hour telephone translation service. Of course, should you be in need of these services, they are always provided free of charge.

In response to United Family Healthcare’s ever-growing patient diversity, Patient Services provides an additional facet of quality care: cultural sensitivity. Without compromising the quality of healthcare, we seek to address the cultural needs of each patient by employing team members who not only represent a variety of nations, but also have a deep understanding and appreciation for all cultural backgrounds. Gestures that most people would not think twice about – a bow instead of a handshake, a kiss on each cheek instead of a bow – are essential pieces in a Patient Services officer’s behavioral repertoire. Even when the patient does not share a nationality with one of our staff, good training and the team’s strong commitment to service ensures that every patient still feels that they are receiving quality personalized care.

Uniquely Warm and Caring Service One Patient at a Time H

ospital operations are a complex undertaking. Equipment must be maintained, quality healthcare must be delivered, facilities must meet patient expectations, and international standards must be upheld. Yet even with numerous departments covering the major facets of healthcare delivery, the main goal of a hospital – to serve patients – still needs a champion.

We, the members of the Patient Services Team, act as advocates for every one of our patients to make certain they receive the outstanding care they deserve.

As patient needs extend beyond language and cultural considerations, so does the scope of the Patient Services charter.

Whether for a scheduled appointment or an emergency visit, an officer is always available – 24 hours a day, 7 days a week, 365 days a year – to provide assistance to patients through every step of their hospital or clinic visit. Helping patients navigate our healthcare system is certainly a big part of what we do, but we provide more than directional guidance. Patient requests for help run the gamut of life activities that the path to wellness either makes necessary or puts on hold. For every opportunity to assist – including laundry, shopping, helping visiting family members, communicating with relevant embassies, organizing hospital transfers or evacuations, or simply finding innovative ways to make patients smile – we are ready and willing to lend a hand.

In many cases, healthcare needs extend beyond physical concerns. Patient Services team members are trained to provide emotional support to patients and their loved ones. No matter how a patient responds to the care they are receiving, beyond medical management, we are always the first on the scene to offer assistance.

Importantly, in addition to meeting the needs and expectations of patients, Patient Services plays a central role in encouraging other hospital departments to do the same. This includes our

patient feedback. These consultations may include passing along patient comments to clinicians, billing issues to Finance, or wayfinding suggestions to Facilities. The department also works closely with kitchen staff to ensure hospital menus meet patient dietary requirements such as vegetarian, kosher, halal, or gluten-free meal choices, to name a few. Internally, our team organizes campaigns for employees that reward growth in cultural awareness. The most recent cultural awareness campaign gathered UFH employees over lunch to take part in activities aimed at presenting the healthcare preferences of the major cultural groups our patients represent. Though not technically a UFH service offering, the culture-appropriate food was lovingly crafted by the Patient Services team as well.

In essence, Patient Services creates “the magic” behind a seamless healthcare experience. As advocates, we make patients our first priority in everything we do and we take that job seriously. When you walk through the doors of a UFH facility, you can count on receiving practical expressions of our values: caring, empathy, respect, accountability, inclusion, and excellence. These are not simply words on our mission statement; these are core elements of a service model each of us has made a commitment to embrace. We’ve fixed our sights on service excellence, and patients can rely on us to deliver the excellence we promise.

We engage in all of this without any expectation of recognition, however patients often send notes of gratitude and feedback, one of which we would like to share with you here:

t Services, nce while Dear Patien er ful assista I have d on w r u yo ank all for Hospital.

I want to th jing United Family , b ut ei as a long trip B w t it s, te ta S staying a to the United made it back home. elf in a I am finally nd by yours made a ck si e b ff at UFH y feeling to It is a lonel not your own . The sta eir professionis t . a care of Th e countr y th d well taken s one that will never b n a re cu se a w me feel rn ersonal conce alism and p st minute, forgot ten . l the ver y la and was ti n u e m h money, ayed wit e.

Your staff st had an airline ticket, trip back hom I g re n lo making su enough to make the g help. feeling st ron e done it without their v a ch and I could not h titude to ea ra g y m ss re please exp Once again ur team members. yo ever y one of Sincerely, atient A g rateful p

Miriam Brofman Patient Services Team Member Beijing United Family Hospital and Clinics

For more information or to book an appointment, please call BJU 4008-919191; for GZU (020) 8710 6000; for SHU 400 639 3900; for TJU (022) 5856 8500

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Why Should You Join a UFH Membership Program?

UFH has developed a nationwide membership program for all of its hospital and clinic facilities designed to provide substantial healthcare benefits and added value to its members throughout China. Three programs are available, so keep reading to find out why you should join.

Individual Membership

The Individual Membership Program is designed to provide substantial healthcare benefits to you and your family. The annual membership enrollment fee is RMB 1,035 for adults and RMB 415 for children.

Individual membership benefits:

V

isiting the hospital can be a frustrating experience. You or your loved one is sick and your only priority is getting healthy – the last thing you want to think about is paying a bill.

For many people, the process of dealing with an insurance company can seem confusing, complex, and even a little intimidating, which is counterproductive to a hospital’s primary goal of providing an optimal healing environment. At United Family Healthcare (UFH), our Financial Services staff diligently works behind the scenes to make this process as smooth and worry-free as possible, allowing you to focus on your health. In an effort to shed light on the value these services provide, I would like to introduce what goes on in a modern hospital’s Financial Services Team.

At UFH, there are many moving parts involved in handling medical bills. For high-value treatments including CT and MRI scans, surgery, hospitalization, and childbirth, it all begins with what is known as our Pre-certification Team. Patients are first given a price quotation, in-line with our principles of transparency and predictability. If the patient is covered by one of the healthcare insurance companies in our extensive direct billing network, this team will work directly with them to secure pre-approved coverage. This service allows patients to skip the often time-consuming task of speaking to their insurer over the phone, as well as needing to delve deeply into the nuances of their insurance policy. If the procedure is not fully covered, or the patient is paying out of pocket or claiming insurance reimbursement on their own, they will be informed of all the costs involved. In addition, our main reception desks have general price lists on hand to which all patients have access.

Should a patient’s medical insurance not cover needed services, the team is at the ready to assist in finding the most economical payment method, including membership discounts. Furthermore, we provide healthcare packages at discounts for many of our core services. These bundled packages include our popular prenatal and delivery services, comprehensive health check-ups, diabetes management, and seasonal health promotions, among others.

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The front-line Cashier Team is the “face” of UFH’s Financial Services Team. After concluding an appointment or hospital stay, these professionals walk you through all in-hospital transactions, including cash or credit card payments, or will assist you in filling out any required insurance forms when direct billing insurance services apply. This team also assists the Pharmacy when patients purchase medication.

Our Coding Team reviews all medical charges to ensure accuracy and proper level of care according to the Current Procedural Terminology (CPT®) Coding System, which is developed and maintained by the American Medical Association. If the insurer has any questions about service charges, the team is on hand to explain the information to make certain that claims are processed successfully and in a timely manner.

When direct billing is utilized for covered services, often you will only need to pay a deductable and/or co-insurance if your policy requires, and our Billing and Collection Teams will take care of the remainder of the payment process on your behalf. The Billing Team reviews all claim documents to make sure all insurance requirements are satisfied before sending your insurer the bill.

Often insurance companies will request further information when reviewing a patient’s claim. It is at this point that our Collection Team steps in to collaborate with clinicians to give insurers the information they require, saving patients the arduous and complex task of filling out paperwork to support their insurance claim. Once the claim is accepted, the payment is applied directly to the patient’s account.

Your insurance company will send you an explanation of benefits, also known as an EOB, after your claim is processed; if this document is not forthcoming, our Collection Team is happy to help you procure one. Your EOB lists the amount that UFH billed the insurance company and the amount the insurance company paid based on your coverage. If your claim is partially or wholly denied, the insurer’s EOB will explain the reason and list the portion that falls under the patient’s responsibility. If you disagree with the insurance company's assessment, we encourage you to contact them directly to resolve any discrepancies; you may also file an appeal with your insurer to have your claim reviewed for reconsideration.

Individual Card

Corporate Membership

For more information or to book an appointment, please call SHU 400 639 3900; for BJU 4008-919191; for GZU (020) 8710 6000; for TJU (022) 5856 8500

The Corporate Membership Program for businesses and organizations – including companies, embassies, international schools and hotels – is designed to provide substantial healthcare benefits to companies, their employees and families. Enrollment is complimentary for corporate clients with a minimum of 10 employees.

Corporate membership benefits:

Corporate Card

Lifetime Membership

• 20% discount on healthcare services and 10% discount on dental services (some exclusions, terms and conditions apply) • 20% discount on First Aid Classes with a minimum of 10 participants • Special rate for Corporate Health Check-up packages • Special rate for UFH organized/sponsored events • Complimentary UFH quarterly magazine Health Matters and monthly e-newsletter Health-Line

The Lifetime Membership Program is designed to provide substantial healthcare benefits to mothers who give birth at UFH hospitals and their babies. Enrollment is complimentary.

Lifetime membership nenefits:

Lifetime Card

Ada Zhang Frontline Operations Manager Shanghai United Family Hospital and Clinics

• 20% discount on healthcare services and 10% discount on dental services (some exclusions, terms and conditions apply) • Special rates for UFH organized/sponsored events • Complimentary UFH quarterly magazine Health Matters and monthly e-newsletter Health-Line • 20% discount on membership renewal

• 20% discount on healthcare services and 10% discount on dental services (some exclusions, terms and conditions apply) • Special rate for UFH organized/sponsored events • Complimentary UFH quarterly magazine Health Matters and monthly e-newsletter Health-Line

For more information about any of our membership programs, including a full list of benefits and conditions, or to learn how to become a member, please visit www.ufh.com.cn or contact one of our marketing departments at the following numbers: BJU (010) 5927 7360, GZU (020) 8710 6000, SHU (021) 2216 3968, TJU (022) 5856 8500.

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Beijing Anesthesiology YIN, Bo BAI, Yuhe JIA, Wenjuan KOUZAN, Audrey LI, Bing NIU, Jieping SONG, Xiaohong SUN, Chuanjiang YE, Xin ZHANG, Rujin Cardiovascular Center HU, Dayi GUO, Tim BAI, Shuling BAI, Shuling CHEN, Yuxiang HOU,Yihua JIN, Zhong Zhongyi Yi LIU, Dong LUO, Zhaoliu MAO, Yuqi QIAN, Rongrong

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Chair of Anesthesiology Anesthesiologist Anesthesiologist Anesthesiologist Assistant Anesthesiologist Anesthesiologist Anesthesiologist Anesthesiologist Assistant Anesthesiologist Assistant Anesthesiologist Anesthesiologist

Laboratory SUN, Fei CHEN, Xue WU, Yunyan XI, Jeanne

Family Medicine WANG, Andy DAI, David DHENIN, Jean-Pierre DONG, Bei FANG, Evelyn GAO, Lucy HOSODA, Setsuko JIA, Ling LEMM, Christian LIANG, Lijun

Director of Heart Center Director of Catheterization Laboratory Laboratory Internal Medicine Physician PARK, David Cardiologist PERRETT, Andrew Echo Cardiologist SAINT CYR, Richard Interventional Radiologist TSUDA, Naoya Cardiac Rehab Physician WANG, Candice Cardiac Surgeon Cardiothoracic Surgeon Surgeon Health Screening CAI, Youhong Internal Medicine Physician HUANG, Li Cardiologist LI, Chunhui Dental Clinic WANG, Juchen Chair of Dental/Dentist FENG, Diane DentalofHygienist Chair Dental/Dentist DENG, Lynn Orthodontist Dental Hygienist DING, Sophie Infection Control CHANGIZI, Roo Dentist/Periodontist Orthodontist DONG, Xiaoxiao Dentist Dentist/Periodontist HUANG, Jing Pediatric Dentist Dentist LAU, Irene Integrative Medicine BLINN, Rob Dental Hygienist Pediatric Dentist LI, Rong SHAO, Wenhong Dentist/Prosthodontist Dental Hygienist TSE, Chungming CAI, Lang Dentist Dentist/Prosthodontist VALAI, Vassal HINSON, Roger Dentist XUE, Mei KHANJANI, Ferida Dentist YANG, Xintao LIAO, William Dentist ZHANG, Cathy LIN, Na Orthodontist Dentist ZHOU, Jasmine SCHWEIGER, Mirjam Orthodontist SZE, Carlynn Dermatology & Laser Skin Center ZHOU, Jason Chair of Dermatology/Dermatologist YUAN, Shan Dermatologist Chair of Dermatology/Dermatologist NA, Renhua Dermatologist ZHAO, Na Internal Medicine JI, Kaiyu Dermatologist Emergency Chair of Emergency Medicine WOOD, Jason QIN, Xinyan Emergency PhysicianMedicine Chair of Emergency Vice Chair ofPhysician Emergency Medicine Emergency CHICKERING, William AFLATOONI, Sarmad Emergency Vice Chair ofPhysician Emergency Medicine BI, Minghua Emergency Physician BERNSTEIN, Howard Emergency Physician GU, Lin EASON, Jane Emergency Physician KOULIEV, Timur Emergency Physician SPRINGER, Martin GENG, Wei Emergency Physician WANG, Houli GU, Feng Emergency Physician LIU, Jane ENT (Ear, Nose, Throat) Clinic MAANI, Sahba Chair of ENT Clinic/ENT Specialist LIN, Zhonghui WANG, Haixia ENT Physician Chair of ENT Clinic/ENT Specialist LIN, Jing WU, Ni ENT Physician LIU, Ming YUE, XIN ENT Physician MO, Lingyan ENT Physician ZHANG, Hui Eye Clinic ZHANG, Jing Chair of Eye Clinic/Ophthalmologist WANG, Lan Chair of Eye Clinic/Ophthalmologist ZHANG, Yanping

Ophthalmologist Ophthalmologist Ophthalmologist Chair of Family Medicine Family Medicine Physician Family Medicine Physician Family Medicine Physician Family Medicine Physician Family Medicine Physician Family Medicine Physician Family Medicine Physician Internal Medicine Physician Family Medicine Physician Internal Medicine Physician Registered Dietitian Family Medicine Physician Family Medicine Physician Family Medicine Physician Family Medicine Physician Family Medicine Physician Immigration Physician Immigration Physician Immigration Physician Immigration Physician Chair of Infection Control Family Medicine Physician Chair of Integrative Medicine Section Chief of TCM/TCM Physician TCM Physician Chiropractor Chiropractor Chartered Physical Therapist Acupuncturist & Naturotherapist Physical Therapist Registered Dietitian Rehabilitation Medicine Physician Chair of Internal Medicine Internal Medicine Physician Gastroenterologist, Hepatologist United Family Home Health Medical Director Internal Medicine Physician/Rheumatologist Internal Medicine Physician Internal Medicine Physician Pulmonologist/Hospitalist Internal Medicine Physician Infectious Disease Specialist Gastroenterologist Endocrinologist Neurologist Pulmonologist & Intensive Care Physician Hospitalist ICU Physician/Hospitalist Internal Medicine Physician Endocrinologist/Hospitalist ICU Physician/Hospitalist Internal Medicine Physician ICU Physician/Hospitalist Internal Medicine Physician ICU Physician/Hospitalist

OMAREN, Hakim CAI, Fei QIAO, Xubai Neurosurgery LING, Feng CHEN, Zan CHEN, Ge JIAN, Fengzeng JIN, Weitao YANG, Fan Obstetrics & Gynecology AFNAN, Masoud LIU, Sam CAI, Nancy BIAN, Xuming CHANG, Ling FARHAD, Sabha GAI, Mingying GUO, Yinghua LI, Jianjun LI, Xiaohui LIU, Chunmei LIU, Xinyan MA, Hongli WANG, Huixia YANG, Lan ZHAN, Caifang ZHAO, Ellen ZHAO, Yawei ZHOU, Lianghong Oncology LAU, Derick CAI, Weiming TIAN, Lijun Pediatrics CUI, Yutao YANG, Ming BAI, Jie ELDADAH, Maher FENG, Yan FU, Ping GOLDMAN, Nathanael GONZALES, Joan HE, Ruijuan HUA, Wendy KONG, Lingkai LIU, Lijuan LIU, Xiao SABET, Leila TU, Huiling WANG, Juan WANG, Ke WANG, Shuying WU, Xiaoyan XU, Raymond

Chair of Central Laboratory & Blood Bank Services Director of Anatomic Pathology Laboratory Pathologist Pathologist

ZHANG, Hanbing ZHANG, Qinming ZHAO, Juan

Pharmacy ZHANG, Helen

Psychological Health Center BLINN, Rob

Chair of Neurosurgery/Neurosurgeon Neurosurgeon Neurosurgeon Neurosurgeon Neurosurgeon Neurosurgeon Chief Medical Officer Obstetrician & Gynecologist Fertility Specialist Chair of Obstetrics & Gynecology Obstetrician & Gynecologist Reproductive Medicine Center Director Obstetrician & Gynecologist Obstetrics & Gynecology Consultant Obstetrician & Gynecologist Obstetrician & Gynecologist Obstetrics & Gynecology Consultant Obstetrician & Gynecologist Obstetrician & Gynecologist Obstetrician & Gynecologist Obstetrician & Gynecologist Obstetrics & Gynecology Consultant Obstetrician & Gynecologist Obstetrician & Gynecologist Obstetrician & Gynecologist Obstetrician & Gynecologist Obstetrician & and Gynecologist Gynecologist Obstetrician & Gynecologist Obstetrician & and Gynecologist Gynecologist Group Director of Oncology Oncologist/Hematologist Chief of Radiation Oncology Division Oncologist Chair of Pediatrics Pediatrician Section Chief of Pediatric Services Services Pediatrician Pediatrician Section Chief of Inpatient Services Pediatrician Pediatrician Pediatrician Pediatrician, Neonatologist Pediatrician Pediatrician Hospitalist Pediatrician Pediatrician Pediatrician Section Chief of Outpatient Services Hospitalist Pediatrician Pediatrician Pediatrician Pediatrician

Pediatrician Pediatric Surgeon Pediatrician Hospitalist

CHANG, Wei CHIU, Martha HU, George PU, Tad SZE, Maranda TIAN, Chenghua XU, Kaiwen XU, Steve ZHANG, Xusheng

Radiology/Imaging LI, Song

BAI, Lin DI, Haiyan GAO, Xuewen LI, Yongzhong LIU, Jing ZHANG, Gang ZHANG, Pingna ZHANG, Xingmei

Surgery

CHENG, Wei W REN, Gang CHAN, Lennard CHOW, Tsangsey GUO, Yufeng HAN, Zonghui HOLLEDGE, Maruo LI, Edward LI, Shujun LI, Yang REN, Shiyan TIAN, Hua TIAN, Yun XIAO Haitao XUE, Zhaoying YANG, Huiqi ZHANG, Jianxin ZHI, Yinghui ZHOU, Fang ZHU, Gang

Pharmacy Director Pharmacy Director Chair of Psychological Health Center Clinical Psychologist Psychologist Clinical Psychologist Clinical Psychologist Child Psychologist Clinic Counselor Consultant Psychiatrist Clinical Psychologist Clinical Psychiatrist Psychological Therapist

Chair of Radiology/Imaging Sonologist Radiologist Sonologist Sonologist Radiologist/Section Chief chief of of radiology Radiology Sonologist Radiologist Sonologist Radiologist

Chair Department of Surgery Chair of Surgery Pediatric Surgeon Surgeon/Section Chief of Orthopedics Plastic Surgeon General Surgeon Surgeon Surgeon Orthopedic Surgeon Surgeon Senior Surgeon Surgeon Vascular Surgeon Orthopedic Surgeon Orthopedic Surgeon Surgeon Urologist Surgeon Orthopedic Surgeon Surgeon Orthopedics Consultant Urologist

Beijing Beijing United United Family Family Rehabilitation Rehabilitation Hospital Hospital LI, Jianan ZHOU, Jingsheng LIU, Jane BAI, Kejiang HU, Dayi JIN, Zhongyi SONG, Xiaoyan CHEN, Yaping ZHANG, Huimin WU, Lucas WILSON, Jennifer DENG, Jiafeng WANG, Wei JIANG, Tao YI, Wanlong LIN, Zhengde LIN, Emity LIU, Jingyi ZHANG, Jingna

Chief Medical Officer Director of Neurological Rehabilitation Director of Neurology Neurological Rehabilitation Physician Chair of Cardiac Rehabilitation Cardiac Rehabilitation Physician Deputy Chief Medical Officer Director of Orthopedic Rehabilitation Traditional Chinese Medicine Physician Registered Dietitian Physical Therapist Rehabilitation Therapist Rehabilitation Therapist Rehabilitation Therapist Rehabilitation Therapist Physical Therapist Occupational Therapist Occupational Therapist Speech Therapist

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Dental DEE, Steven Dental DEE,Medicine Steven Family GAYNOR, Kate Family Medicine CHANG, Samantha GAYNOR, Kate LAMICHHANE, Udaya LI, Robert CHANG, Samantha LAMICHHANE, Udaya RAHMER, LI, Robert Ralph YASUFUMI, Fujii RAHMER, Ralph YASUFUMI, Fujii Laboratory LIN, Qinghao GE, Zhongmei Laboratory LIN, Qinghao GE, Zhongmei

Anesthesiology WAN, Lijun Anesthesiology BRUN, Elisabeth HONG, Xi WAN, Lijun XU, Limin BRUN, Elisabeth HONG, Xi Critical Care & ER Medicine XU, Limin CHANG, Joseph Critical Care & ER Medicine CHANG, Joseph BEAUDREAU, Ronald BROWN, Andy DECONINCK, Ronald Niels BEAUDREAU, LAI, Jatina BROWN, Andy LI, Leon DECONINCK, Niels MOFFETT, LAI, Jatina Shannon TAN, Clifford LI, Leon TOM, Melissa MOFFETT, Shannon TAN, Clifford Dental Clinic TOM, Melissa SHAN, Allen Dental ClinicAdib IGHANI, LI, WenAllen SHAN, LU, Lesley IGHANI, Adib RANA, LI, Wen Rouble TANG, Sandy LU, Lesley TEDJARATI, Victoria RANA, Rouble WANG,Sandy Shirley TANG, TEDJARATI, Victoria Dermatology & Skin Clinic WANG, Shirley GUO, Chunying Dermatology & Skin Clinic XIANG, Qian GUO, Chunying Ear,XIANG, Nose &Qian Throat BURKSCHAT, Jeanette Ear, Nose & Throat EyeBURKSCHAT, Clinic Jeanette CHENG, June Eye Clinic Family Medicine CHENG, June CHEN, Eunice Family Medicine CHEN, Eunice

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Dentist

Guangzhou Pediatrics Guangzhou XIA, Kelly

CHEN, Huan Pediatrics LIU, Kelly Dihui XIA, Dentist MEASE,Huan Alan General Manager CHEN, Family Medicine Physician Consultant LIU, Dihui Family Medicine MEASE, Alan General ManagerPhysician Pharmacy DENG, Ivy Aiqun FamilyMedicine MedicinePhysician Physician Family Consultant FENG, Sharmaine General Practice Physician Physician Family Medicine Pharmacy UrgentMedicine Care Physician DENG, Ivy Aiqun Family Physician Family Medicine Physician FENG, Sharmaine General Practice Physician Physiotherapy GeneralCare Practice Physician CHEN, Erick Urgent Physician Family Medicine Physician Physiotherapy General Practice Physician CHEN, Erick Psychology Laboratory Technologist Supervisor CHAMBERS, Alfred Laboratory Technologist Psychology Laboratory Technologist Supervisor Radiology/Imaging CHAMBERS, Alfred HUANG, Dustin Laboratory Technologist Radiology/Imaging HUANG, Dustin

Shanghai Shanghai

Chair of Anesthesiology Anesthesiologist Anesthesiologist Chair of Anesthesiology Anesthesiologist Anesthesiologist Anesthesiologist Anesthesiologist Chair of Emergency Medicine Assistant Chief Medical Officer Emergency Medicine Physician Chair of Emergency Medicine Emergency Medicine Assistant Chief MedicalPhysician Officer Emergency Medicine Medicine Physician Physician Emergency Emergency Medicine Medicine Physician Physician Emergency Emergency Medicine Medicine Physician Physician Emergency Emergency Medicine Medicine Physician Physician Emergency Emergency Medicine Medicine Physician Physician Emergency Emergency Medicine Medicine Physician Physician Emergency Emergency Medicine Medicine Physician Physician Emergency Emergency Medicine Physician Emergency Medicine Physician Chair of Dentistry/Dentist Dentist Implant Dentist Consultant Chair of Dentistry/Dentist Dentist Dentist PediatricDentist DentistConsultant Consultant Implant Orthodontist Dentist Dental Hygienist Consultant Pediatric Dentist Consultant Dental Hygienist Consultant Orthodontist Dental Hygienist Consultant Dental Hygienist Consultant Dermatologist Dermatologist Dermatologist Dermatologist Ear, Nose, and Throat Specialist Ear, Nose, and Throat Specialist Optometrist Optometrist Chair of Family Medicine Assistant Chief Medical Officer FamilyofMedicine Physician Chair Family Medicine Assistant Chief Medical Officer Family Medicine Physician

JOUBERT, Henri KIM, Young Shin MIYASAKA, Lincoln JOUBERT, Henri NIETVELT, KIM, YoungSarai Shin TSAO, GraceLincoln MIYASAKA, WREN, LynSarai NIETVELT, TSAO, Grace Internal Medicine WREN, Lyn LIU, Hau Internal Medicine DONG, LIU, HauBenhao ANG, Jian DONG, Benhao CAI, Li MIRAFZALI, ANG, Jian Saeid TIAN, CAI, Li Jerry YANG, KUN Saeid MIRAFZALI, TACU, Cristina TIAN, Jerry YANG, KUN Laboratory HOU, Qi Laboratory Mental HOU,Health Qi XU, Steve Mental Health WANG, Paul XU, Steve Nutrition WANG,Clinic Paul KEEFE, Margaret Nutrition Clinic Obstetrics & Gynecology KEEFE, Margaret JI, Ninni Obstetrics & Gynecology CHIN, Meika JI, Ninni GAO, Ling RU, Wei CHIN, Meika SHE, Yuhong GAO, Ling THOMPSON, Angela RU, Wei ZHU,Yuhong Ruoyun SHE, THOMPSON, Angela ZHU, Ruoyun

Medical Director/Pediatrician Pediatrician Pediatrician Medical Director/Pediatrician Senior Pediatrician Consultant Pediatrician Pediatrician Senior Pediatrician Consultant Senior Pharmacist Pharmacist Senior Pharmacist Pharmacist Athletic Therapist Athletic Therapist Psychologist Psychologist Radiologist Radiologist

Family Medicine Physician Family Medicine Physician Family Medicine Medicine Physician Physician Family Family Medicine Medicine Physician Physician Family Family Medicine Medicine Physician Physician Family Family Medicine Medicine Physician Physician Family Family Medicine Physician Family Medicine Physician Chief Medical Officer Endocrinologist ChairMedical of Internal Medicine Chief Officer Internal Medicine Physician Endocrinologist Gastroenterologist Chair of Internal Medicine Internal Medicine Medicine Physician Physician Internal Internal Medicine Physician Gastroenterologist Internal Medicine Medicine Physician Physician Internal MedicalMedicine Director of United Family Internal Physician Home Health Rheumatologist Internal Medicine Medicine Physician Physician Internal Medical Director of United Family Home Health/ ManagerMedicine of Laboratory & Blood Bank Internal Physician Senior Laboratory Technologist Manager of Laboratory & Blood Bank Director of UFH Behavioral Health Senior Laboratory Technologist Services/Chair of Psychiatry Psychiatrist Chair of of Psychology Director UFH Behavioral Health Clinical Psychologist Services Clinical Psychiatrist Chair of Psychology Registered Dietitian

Chair of Obstetrics & Gynecology Obstetrician & Gynecologist Midwife Consultant& Gynecology Chair of Obstetrics Obstetrician && Gynecologist Gynecologist Obstetrician Obstetrician & Gynecologist Midwife Consultant Obstetrician && Gynecologist Gynecologist Obstetrician Obstetrician && Gynecologist Gynecologist Obstetrician Obstetrician && Gynecologist Gynecologist Obstetrician Obstetrician & Gynecologist Obstetrician & Gynecologist

Physical Physical Medicine Medicine && Rehabilitation Rehabilitation Orthopedic Orthopedic && Sports Sports Medicine Medicine Chair Chair of of Physical Physical Medicine Medicine LEE, LEE, Louis Louis Chair Chair of of Sports Sports Medicine Medicine && Orthopedics Orthopedics DESHMUKH, DESHMUKH, Ashwin Ashwin Physical PhysicalTherapy Therapy Consultant Consultant Orthopedic Orthopedic Surgeon Surgeon Physical PhysicalTherapy Therapy Consultant Consultant KAPOOR, KAPOOR, Monika Monika Hip Hip && Pelvic Pelvic Surgeon Surgeon Consultant Consultant BROCKWELL, BROCKWELL, Jason Jason Physical PhysicalTherapy Therapy Consultant Consultant LENZ, LENZ, Ute Ute Knee Knee Surgeon Surgeon Consultant Consultant CHAN, CHAN,Terence Terence Physical PhysicalTherapy Therapy Consultant Consultant YUE, YUE, Eric Eric Shan Shan Orthopedic Orthopedic &&Traumatologist Traumatologist Spine Spine CHOW, CHOW, Hungtsan Hungtsan Surgeon Surgeon Consultant Consultant Plastic Plastic Surgery Surgery Foot Foot && Ankle Ankle Surgeon Surgeon Consultant Consultant KONG, KONG, Siuwah Siuwah Plastic Plastic Surgeon Surgeon PORCH, PORCH, Juliet Juliet Anesthesiology Anesthesiology and and Pain Pain Management Management LEE, LEE,T.W. T.W. Pediatrics Pediatrics HUANG, HUANG, Juemin Juemin CADZOW, CADZOW, Susan Susan ELLIOTT, ELLIOTT, John John C. C. LI, LI, Xin Xin SU, SU, Lynn Lynn UTESCH, UTESCH,Vera Vera WU, WU, Li Li ZHANG, ZHANG, George George Pharmacy Pharmacy QUAH, QUAH, Pamela Pamela FANG, FANG,Yijun Yijun MATSON, MATSON, Keeley Keeley WILLEMANN, WILLEMANN, Christine Christine

Chair Chair of of Pediatrics/Pediatrician Pediatrics/Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician/Neonatologist Pediatrician/Neonatologist Pediatrician Pediatrician Manager Manager of of Pharmacy Pharmacy Licensed Licensed Pharmacist Pharmacist Assistant Assistant Manager Manager of of Pharmacy Pharmacy Licensed Licensed Pharmacist Pharmacist Consultant Consultant Clinical Clinical Pharmacist Pharmacist Pharmacy Pharmacy Consultant Consultant

Radiology/Imaging Radiology/Imaging CHEN, CHEN, James James DUAN, DUAN, Kiki Kiki HU, HU,Yu Yu WANG, WANG, Fei Fei Surgery Surgery KONG, KONG, James James MASKAY, MASKAY, Ashish Ashish WANG, WANG, Jun Jun WANG, WANG, Xiaochun Xiaochun

UFH UFH Director Director of of Radiology Radiology Radiologist Radiologist Ultrasound Ultrasound Physician Physician Ultrasound Ultrasound Physician Physician Radiologist Radiologist Plastic Plastic Surgeon Surgeon Consultant Consultant Surgeon Surgeon Surgeon Surgeon Surgeon Surgeon

Traditional Traditional Chinese Chinese Medicine Medicine (TCM) (TCM) TCM TCM Physician Physician KO, KO, Liuying Liuying

Tianjin Tianjin Anesthesiology Anesthesiology KAN, KAN, Jiwei Jiwei ZHOU, ZHOU, Liyuan Liyuan

Anesthesiologist Anesthesiologist Anesthesiologist Anesthesiologist

Critical Critical Care Care && ER ER Medicine Medicine McCREEDY, McCREEDY, Samuel Samuel HURM, HURM, James James

Emergency Emergency Medicine Medicine Physician Physician Emergency Emergency Medicine Medicine Physician Physician

Dental Dental Clinic Clinic HAO, HAO, Stephen Stephen WANG, WANG, Amy Amy

Dentist Dentist Dental Dental Hygienist Hygienist

Family Family Medicine Medicine HURM, HURM, James James McCREEDY, McCREEDY, Samuel Samuel Internal Internal Medicine Medicine LIU, LIU, Patrick Patrick Laboratory Laboratory ZHANG, ZHANG,Tina Tina LIU, LIU, Peng Peng SONG, SONG, Lusheng Lusheng PENG, PENG, Cuizhi Cuizhi CHEN, CHEN, Zhicong Zhicong Obstetrics Obstetrics && Gynecology Gynecology WANG, WANG, Robert Robert CHANG, CHANG, Ling Ling LÜ, LÜ, Xiaohong Xiaohong WANG, WANG, Dongling Dongling WEN, WEN,Theresa Theresa

Chair Chair of of Family Family Medicine Medicine Family Family Medicine Medicine Physician Physician Family Family Medicine Medicine Physician Physician Internal Internal Medicine Medicine Physician Physician Laboratory Laboratory Manager Manager Laboratory LaboratoryTechnologist Technologist Laboratory LaboratoryTechnologist Technologist Senior Senior Laboratory LaboratoryTechnologist Technologist Laboratory LaboratoryTechnologist Technologist Laboratory LaboratoryTechnologist Technologist Chair Chair of of Obstetrics Obstetrics && Gynecology Gynecology Obstetrician Obstetrician && Gynecologist Gynecologist Obstetrician Obstetrician && Gynecologist Gynecologist Obstetrician Obstetrician && Gynecologist Gynecologist Obstetrician Obstetrician && Gynecologist Gynecologist Obstetrician Obstetrician && Gynecologist Gynecologist

ZHAO, ZHAO,Yawei Yawei XU, XU, Qingxiang Qingxiang Pediatrics Pediatrics CUI, CUI,Yutao Yutao AN, AN, Jing Jing CHEN, CHEN, Zhaohui Zhaohui FU, FU, Hongna Hongna SONG, SONG, Hua Hua XU, XU, Andrea Andrea ZHOU, ZHOU,Ying Ying Pharmacy Pharmacy ZHAO, ZHAO, Chancellor Chancellor DING, DING, Pinlei Pinlei GAO, GAO, Zhuo Zhuo LIU, LIU, Dorothy Dorothy SUN, SUN,Wenjun Wenjun ZHU, ZHU, Jianwei Jianwei Radiology/Ultrasound Radiology/Ultrasound NI, NI,Wenxi Wenxi NING, WANG,Hongbo Ruibin WANG, NING, Hongbo Ruibin WANG, WANG, Xiaoli Xiaoli ZANG, ZANG, Lan Lan

Obstetrician Obstetrician && Gynecologist Gynecologist Obstetrician Obstetrician && Gynecologist Gynecologist Chair Chair of of Pediatrics/Pediatrician Pediatrics/Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pediatrician Pharmacy Pharmacy Manager Manager Licensed Licensed Pharmacist Pharmacist Licensed Licensed Pharmacist Pharmacist Licensed Licensed Pharmacist Pharmacist Licensed Licensed Pharmacist Pharmacist Pharmacist Pharmacist Assistant Assistant Pharmacist Pharmacist Assistant Assistant Chair Chair of of Radiology/Radiologist Radiology/Radiologist Radiographer Radiographer Radiographer Radiographer Sonologist Sonologist Radiologist Radiologist

Reproductive Reproductive Medicine Medicine Center Center Chair Chair of of IVF IVF CAI, CAI, Xia Xia IVF IVFTechnologist Technologist MANG, MANG, Lie Lie IVF IVFTechnologist Technologist WANG, WANG, Xiaoling Xiaoling IVF IVF Physician Physician WEN, WEN,Theresa Theresa IVF IVF Physician Physician ZHOU, ZHOU, Jack Jack

21

Shanghai Shanghai

Beijing Beijing Services: Services:

Beijing United BeijingFamily UnitedHospital Family Hospital

Beijing United HospitalHospital BeijingFamily UnitedRehabilitation Family Rehabilitation

Facilities: Facilities: • Beijing United Family Hospital • Beijing United Family Hospital • Beijing United Family • Beijing United Family Rehabilitation Hospital Rehabilitation Hospital • United Family CBD Clinic • United Family CBD Clinic • United Family Jianguomen Health • United Family Jianguomen Health and Wellness Center and Wellness Center • United Family Liangma ClinicClinic • United Family Liangma • United Family New New HopeHope Oncology Center • United Family Oncology Center • United Family Shunyi ClinicClinic • United Family Shunyi • United Family Shunyi Dental ClinicClinic • United Family Shunyi Dental

Direct Billing continued: Direct Billing continued:

• Bupa – IHI (ABB VKR group • Bupa – IHI&(ABB & VKR only) group only) • Cardiology • Cardiology • CareGroup (Autovision) • CareGroup (Autovision) • Catheterization Lab Lab • Catheterization (Based(Based on name • Chartis onlist) name list) • Dental, Orthodontics and Implant Center • Dental, Orthodontics and Implant Center• Chartis • Cigna Global Health Benefits (Mutual(Mutual of Cigna • Cigna Global Health Benefits of International) Cigna International) • Dermatology & Laser Skin Center • Dermatology & Laser Skin Center • Cigna & CMC • Cigna & CMC • ENT•(Ear, Throat) ClinicClinic ENT Nose, (Ear, Nose, Throat) • Cseth • Cseth • Emergency Medicine • Emergency Medicine • MetLife (Mutual(Mutual of Delam[ALICO]) • MetLife of Delam[ALICO]) • Eye •Clinic Eye Clinic • Euro-Center ChinaChina • Euro-Center • Family Counseling • Family Counseling & “Globalites” cards only) DKV (“Globality” & “Globalites” cards only) • Health Screening (Immigration Check-up) • Health Screening (Immigration Check-up) - DKV- (“Globality” - Die -Europaische (Germany) Die Europaische (Germany) • Home Health • Home Health - Europaeiske TravelTravel Insurance A/S (Denmark) - Europaeiske Insurance A/S (Denmark) • Integrative Medicine • Integrative Medicine - Europeiska (Sweden) - Europeiska (Sweden) • Intensive Care Medicine • Intensive Care Medicine - Europeiska (Norway) - Europeiska (Norway) • Internal Medicine • Internal Medicine - Eurooppalainen (Finland) - Eurooppalainen (Finland) • Laboratory • Laboratory - Europeesche (Holland) - Europeesche (Holland) • Neurosurgery • Neurosurgery • GBG• International GBG International • Obstetrics & Gynecology • Obstetrics & Gynecology • Global Health Asia Asia • Global Health • Oncology (Cancer Treatment) • Oncology (Cancer Treatment) • GMC• GMC (Members must bring theirindirect settlement card) card) (Members mustinbring their billing direct billing settlement • Pediatrics • Pediatrics • Healix International • Healix International • Pharmacy • Pharmacy • ICBC-AXA LIFE (Mutual of AXA-Minmetals) • ICBC-AXA LIFE (Mutual of AXA-Minmetals) • Primary Care (Family Medicine) • Primary Care (Family Medicine) • IF (Finland only) only) • IF (Finland • Radiology/Imaging • Radiology/Imaging • IMG•(International MedicalMedical Group)Group) IMG (International • Rehabilitation • Rehabilitation • IMS •(Insurance Management Systems) IMS (Insurance Management Systems) • Sports Medicine • Sports Medicine • JBI • JBI • Surgery • Surgery • MAI•-MAI Medical Administrators International - Medical Administrators International • MediLink – Global • MediLink – Global • MSH• MSH ChinaChina (Based(Based on online verification) on online verification) Direct Billing with: Direct Billing with: • Now• Now Health International Health International • PingAn Health (Based(Based on online verification) • PingAn Health on online verification) • ACE•(ACI, CMI) CMI) – School Year Abroad ACE (ACI, – School Year Abroad • Seven Corners • Seven Corners • Aetna International • Aetna International • SOS•International A/S Denmark SOS International A/S Denmark (Mutual(Mutual of Aetna Benefits) of Global Aetna Global Benefits) • United Healthcare • United Healthcare • Allianz Worldwide Care Care • Allianz Worldwide • Vanbreda International • Vanbreda International (Based(Based on online verification) on online verification) • William Russell • William Russell • American Foreign Service Protective • American Foreign Service Protective Association Inc. (Mutual of Coventry) Association Inc. (Mutual of Coventry) • AXA• PPP AXAHealthcare PPP Healthcare • Blue• Cross (Asia-Pacific) Insurance Ltd Ltd Blue Cross (Asia-Pacific) Insurance

Facilities: Facilities: • United Family Guangzhou Clinic • United Family Guangzhou Clinic

Tianjin Tianjin

• Dental • Dental • Family Practice • Family Practice • Gynecology • Gynecology • Internal Medicine • Internal Medicine • Laboratory • Laboratory • Pediatrics • Pediatrics • Physical Therapy • Physical Therapy • Preventive Medicine • Preventive Medicine • Radiology/Imaging • Radiology/Imaging • Traditional Chinese Medicine • Traditional Chinese Medicine • Ultrasound • Ultrasound • Urgent Care Care • Urgent • U.S. •Immigration Health Check-up U.S. Immigration Health Check-up

• Chartis (Direct(Direct billing billing eligibility based on the on name • Chartis eligibility based thelist) name list) • Cigna Global Health Benefits (Mutual(Mutual of Cigna • Cigna Global Health Benefits of International) Cigna International) • Cigna Global Health Options • Cigna Global Health Options • Cigna & CMC • Cigna & CMC • Cseth • Cseth • Euro-Center ChinaChina • Euro-Center - DKV- (“Globality” & “Globalites” cards only) DKV (“Globality” & “Globalites” cards only) - Die -Europaische (Germany) Die Europaische (Germany) - Europaeiske TravelTravel Insurance A/S (Denmark) - Europaeiske Insurance A/S (Denmark) - Europeiska (Sweden) - Europeiska (Sweden) - Europeiska (Norway) - Europeiska (Norway) - Eurooppalainen (Finland) - Eurooppalainen (Finland) - Europeesche (Holland) - Europeesche (Holland) • GBG• International GBG International • ICBC-AXA LIFE (Mutual of AXA-Minmetals) • ICBC-AXA LIFE (Mutual of AXA-Minmetals) • MediLink – Global • MediLink – Global • MetLife • MetLife • MSH• MSH • PingAn Health (Based(Based on online verification) • PingAn Health on online verification)

Direct Billing with: Direct Billing with: (Mutual(Mutual of Aetna Benefits) of Global Aetna Global Benefits)

• AXA• PPP AXAHealthcare PPP Healthcare • Bupa International • Bupa International • Bupa – IHI (ABB VKR group • Bupa – IHI&(ABB & VKR only) group only) • CareGroup (Autovision) • CareGroup (Autovision)

• Cigna Global Health Benefits (Mutual(Mutual of Cigna • Cigna Global Health Benefits of International) Cigna International) • Cigna & CMC • Cigna & CMC • Cseth • Cseth • Euro-Center ChinaChina • Euro-Center - DKV- (“Globality” & “Globalites” cards only) DKV (“Globality” & “Globalites” cards only) - Die -Europaische (Germany) Die Europaische (Germany) - Europaeiske TravelTravel Insurance A/S (Denmark) - Europaeiske Insurance A/S (Denmark) - Europeiska (Sweden) - Europeiska (Sweden) - Europeiska (Norway) - Europeiska (Norway) - Eurooppalainen (Finland) - Eurooppalainen (Finland) - Europeesche (Holland) - Europeesche (Holland) • GBG• International GBG International • Global Health Asia Asia • Global Health • GMC• GMC (Members must bring theirindirect settlement card) card) (Members mustinbring their billing direct billing settlement • IF (Finland only) only) • IF (Finland • IMG•(International MedicalMedical Group)Group) IMG (International • IMS •(Insurance Management Systems) IMS (Insurance Management Systems) • JBI • JBI • MAI•-MAI Medical Administrators International - Medical Administrators International • MediLink – Global • MediLink – Global • MetLife (Mutual(Mutual of Delam [ALICO]) • MetLife of Delam [ALICO]) • MSH• MSH ChinaChina (Based(Based on online verification) on online verification) • Now• Now Health International Health International • PingAn Health (Based(Based on online verification) • PingAn Health on online verification) • Seven Corners • Seven Corners • SOS•International A/S Denmark SOS International A/S Denmark • United Healthcare • United Healthcare • Vanbreda International • Vanbreda International • William Russell • William Russell

• Allianz Worldwide Care Care • Allianz Worldwide • American Foreign Service Protective • American Foreign Service Protective Association Inc. (Mutual of Coventry) Association Inc. (Mutual of Coventry) • AXA• PPP AXAHealthcare PPP Healthcare • Blue• Cross (Asia-Pacific) Insurance Ltd. Ltd. Blue Cross (Asia-Pacific) Insurance (N8H &(N8H E.O.S&card only) E.O.S card only)

• Bupa International • Bupa International • Bupa – IHI (ABB VKR group • Bupa – IHI&(ABB & VKR only) group only) • CareGroup (Autovision) • CareGroup (Autovision) • Chartis • Chartis

Services: Services:

Direct Billing with: Direct Billing with:

• Dental & Orthodontics • Dental & Orthodontics • Family Medicine • Family Medicine • In Vitro Fertilization (IVF) (IVF) • In Vitro Fertilization • Laboratory • Laboratory • Obstetrics & Gynecology • Obstetrics & Gynecology • Pediatrics • Pediatrics • Pharmacy • Pharmacy • Radiology/Imaging • Radiology/Imaging • Ultrasound • Ultrasound • Urgent Care Care • Urgent

Facilities: Facilities: Direct Billing continued: Direct Billing continued:

• Critical Care & ER Medicine • Critical Care & ER Medicine • Dental ClinicClinic • Dental • Dermatology & Skin& Clinic • Dermatology Skin Clinic • Endoscopy ClinicClinic • Endoscopy • ENT•(Ear, Throat) ClinicClinic ENT Nose, (Ear, Nose, Throat) • Eye •Clinic Eye Clinic • Family Medicine • Family Medicine • Internal Medicine • Internal Medicine • Laboratory • Laboratory • Mental Health • Mental Health • Obstetrics & Gynecology • Obstetrics & Gynecology • Pediatrics • Pediatrics • Pharmacy • Pharmacy • Physical Medicine & Rehabilitation • Physical Medicine & Rehabilitation • Radiology/Imaging • Radiology/Imaging • Sports Medicine & Orthopedics • Sports Medicine & Orthopedics • Surgery • Surgery • Traditional Chinese Medicine • Traditional Chinese Medicine

(Mutual(Mutual of Aetna Benefits) of Global Aetna Global Benefits)

Huashan Pudong Hospital Huashan Pudong Hospital International Division International Division – Managed

by United Family Healthcare – Managed

by United Family Healthcare We offer directdirect billing to numerous global We offer billing to numerous global insurance providers.

For our current directdirect insurance providers.

Formost our most current billing list, please call uscall at us +86 9907.9907. billing list, please at(21) +865030 (21) 5030

Tianjin United TianjinFamily UnitedHospital Family Hospital

Services: Services:

Direct Billing continued: Direct Billing continued:

• Shanghai United Family Hospital • Shanghai United Family Hospital • Huashan Pudong Hospital • Huashan Pudong Hospital International Division International Division Billing with: Direct Billing with: – Managed

by United Family Healthcare – Managed

by United Family Healthcare Direct • United Family Minhang SRC SRC Clinic • United Family Minhang Clinic • ACE•(ACI, CMI) CMI) – School Year Abroad ACE (ACI, – School Year Abroad • Aetna International • Aetna International • United Family Quankou Clinic • United Family Quankou Clinic

(N8H &(N8H E.O.S&card only) E.O.S card only)

• Aetna International • Aetna International

2222

Facilities: Facilities:

• Bupa International • Bupa International

Guangzhou Guangzhou

United Family Clinic Clinic UnitedGuangzhou Family Guangzhou

Shanghai United Family Shanghai UnitedHospital Family Hospital

Services: Services:

• Tianjin United Family Hospital • Tianjin United Family Hospital

• Cigna Global Health Options • Cigna Global Health Options • Cigna & CMC • Cigna & CMC • Euro-Center ChinaChina • Euro-Center - DKV- (“Globality” & “Globalites” cards only) DKV (“Globality” & “Globalites” cards only) - Die -Europaische (Germany) Die Europaische (Germany) - Europaeiske TravelTravel Insurance A/S (Denmark) - Europaeiske Insurance A/S (Denmark) - Europeiska (Sweden) - Europeiska (Sweden) - Europeiska (Norway) - Europeiska (Norway) - Eurooppalainen (Finland) - Eurooppalainen (Finland) - Europeesche (Holland) - Europeesche (Holland) • GMC• GMC (Members must bring theirindirect settlement card) card) (Members mustinbring their billing direct billing settlement Direct Billing with: Direct Billing with: • ICBC-AXA LIFE (Mutual of AXA-Minmetals) • ICBC-AXA LIFE (Mutual of AXA-Minmetals) • MAI•-MAI Medical Administrators International - Medical Administrators International • Aetna International • Aetna International • MediLink – Global • MediLink – Global (Mutual(Mutual of Aetna Benefits) of Global Aetna Global Benefits) • MetLife (Mutual(Mutual of Delam [ALICO]) • MetLife of Delam [ALICO]) • Allianz Worldwide Care (Based on online verification) • Allianz Worldwide Care (Based on online verification) • MSH• MSH ChinaChina (Based(Based on online verification) on online verification) • AXA• PPP AXAInternational PPP International • Now• Now Health International Health International • Bupa International • Bupa International • Seven Corners • Seven Corners • Bupa – IHI (ABB VKR group • Bupa – IHI&(ABB & VKR only) group only) • Vanbreda International • Vanbreda International • Caregroup (Autovision) • Caregroup (Autovision) * Please note, the direct billing list for TJU is rapidly expanding.

For theFor the * Please note, the direct billing list for TJU is rapidly expanding.

• Cigna Global Health Benefits • Cigna Global Health Benefits (Mutual(Mutual of Cigna of International) Cigna International)

most current list, please contactcontact Alex Wang +86 at 136 620136 96402. most current list, please Alexat Wang +86 620 96402.

Wuxi Wuxi • Eye •Clinic Eye Clinic • Family Counseling • Family Counseling • Obstetrics & Gynecology • Obstetrics & Gynecology • United Family WuxiWuxi Health • United Family Health • Internal Medicine/Cardiology • Internal Medicine/Cardiology and Wellness Center and Wellness Center • Laboratory • Laboratory (A United Family managed affiliate) (A United Family managed affiliate) • Pediatrics • Pediatrics • Pharmacy • Pharmacy • Physical & Alternative Medicine • Physical & Alternative Medicine Services: Services: • Primary Care (Family Medicine) • Primary Care (Family Medicine) • Radiology/Imaging • Radiology/Imaging • Dental ClinicClinic • Dental • Surgery • Surgery • Dermatology • Dermatology • Urgent care care • Urgent • ENT•(Ear, Throat) ClinicClinic ENT Nose, (Ear, Nose, Throat)

Facilities: Facilities:

United Family Health Wellness Center Center UnitedWuxi Family Wuxiand Health and Wellness

exclusions may apply depending on your plan type; you ifare not sure your coverage pleaseplease contact us. us. exclusions may apply depending onspecific your specific plan iftype; you are notabout sure about your coverage contact * Insurance * Insurance

2323

Beijing 24hr Service Center: 4008-919191

Tianhe Highway Junction 天河立交

W. H

United Family Guangzhou Clinic 和睦家广州诊所

uang pu Av e

黄埔大道 西

N. Dongxing Road 东兴北路

S. Dongxing Road 东兴南路

Huaxia Rd. 华夏路

Huaqiang Roa

d 华强路

Huasui Rd. 华穗路

Markor Furnishings 美克·美家 Imperial Traders Hotel 广东外商活动中心

Middle Guangzhou Ave 广州大道中

PICC Building 人保大厦

Jinsui Rd. 金穗 路

Huaming Roa

W. Zhuji ang Rd. 珠江 西路

山一路 Rd. 中 han Yi Zhongs

d 华明路

Huacheng Roa

d 华成路

Line 5 Wuya

ngcun

五号线 五羊邨 站

Line 5 Zhuji

ang New Town

五号线 珠江新 Huacheng Ave 城站 花城大道

United Family Quankou Clinic 和睦家泉口诊所

Beijing United Family Hospital 2 Jiangtai Road, Chaoyang District, Beijing 100015 24hr Emergency Hotline: +86 (10) 5927 7120 Tel: +86 (10) 5927 7000 Fax: +86 (10) 5927 7200 E-mail: liaison@ufh.com.cn

United Family Liangma Clinic 2nd Floor, The Grand Summit Beijing 19 East Dongfang Road, Beijing, 100600 Tel: +86 (10) 5927 7005 Fax: +86 (10) 8532 5899 E-mail: liaison@ufh.com.cn

Beijing United Family Rehabilitation Hospital 1 North Yaojiayuan 2nd Road Chaoyang District, Beijing 100025 Tel: +86 (10) 8558 1800 Fax: +86 (10) 8558 1850 Email: bju.rehab@ufh.com.cn

United Family New Hope Center 9-11 West Jiangtai Road Chaoyang District, Beijing 100015 Tel: +86 (10) 5927 7008 Fax: +86 (10) 5927 7221 E-mail: oncology@ufh.com.cn

United Family CBD Clinic Suite 3017, Building AB, Vantone Center 6 Chaowai Street, Chaoyang District, Beijing 100020 Tel: +86 (10) 5907 1266 Fax: +86 (10) 5907 3306 E-mail: liaison@ufh.com.cn

United Family Shunyi Clinic Pinnacle Plaza, Unit 806, Yuyang Road Tian Zhu, Shunyi District, Beijing 101312 Tel: +86 (10) 8046 5432 Fax: +86 (10) 8046 4383 E-mail: liaison@ufh.com.cn

United Family Jianguomen Health and Wellness Center 21 Jianguomenwai Dajie, B1, The St. Regis Residence St. Regis Hotel, Beijing 100020 Tel: +86 (10) 8532 1221 Immigration Clinic: +86 (10) 8532 1678 Fax: +86 (10) 8532 3280 E-mail: liaison@ufh.com.cn

United Family Shunyi Dental Clinic Pinnacle Plaza, Unit 818, Yuyang Road Tian Zhu, Shunyi District, Beijing 101312 Tel: +86 (10) 8046 1102 Fax: +86 (10) 8046 1680 E-mail: liaison@ufh.com.cn

Guangzhou United Family Guangzhou Clinic Annex Building, Ground Floor, PICC Building 301 Middle Guangzhou Avenue, Guangzhou 510600 24hr Emergency Hotline: +86 (20) 8710 6060 Tel: +86 (20) 8710 6000 Fax: +86 (20) 8710 6010 E-mail: gzumarketing@ufh.com.cn

Shanghai United Family Hospital 上海和睦家医院

Line 2 Beix

injing

二号线

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Shopping Mall 百联西郊购物中心

林泉

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可乐

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Honggu Road 虹古路

线 环 中

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二号线

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天山路

Road

Qua

Road

Tianshan Rd.

路

Shuicheng Roa

新渔东

Weining

Road

剑河路

E. Xinyu

北新泾站

Yew Chung International School 耀中国际学校

Longxi Road 龙溪路 Rd. eng uich 城路站 水 10 Sh Line 十号线

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Qin Shanghai Zoo 百郊动物园

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Marriott-Hongqiao Hotel 万豪虹桥大酒店

路站 10 Lo Line 线 龙溪 号 十

Tianjin United Family Hospital 天津和睦家医院 Jinyi Bridge 津谊桥

Yujiang Bridge 郁江桥

Heiniucheng Rd. 黑牛城道

解放南路

S. Youyi Rd.

S. Weijin Road 卫津南路

Tanjiang Road 潭江道

Dongting Road 洞庭路

河

津

Suijiang Road 绥江道

Royal Peninsula 半岛豪庭

United Family Minhang SRC Clinic Shanghai Racquet Club, Ground Floor Clubhouse Lane 555, Jinfeng Road, Huacao Town Minhang District, Shanghai 201107 Tel: +86 (21) 2201 0995 Fax: +86 (21) 2201 0996 E-mail: srcclinic@ufh.com.cn

Huashan Pudong Hospital International Division Managed by United Family Healthcare 525 Hongfeng Road, Ground Floor, Area A Jinqiao, Pudong District, Shanghai 201206 Tel: +86 (21) 5030 9907 Fax: +86 (21) 5030 9932

United Family Quankou Clinic 8 Quankou Road, Changning District Shanghai 200336 Tel: +86 (21) 2216 3900 Fax: +86 (21) 6290 6512 Appointment Center: 400 639 3900 Dental Appointments: (021) 2216 3909

Tianjin Tianjin United Family Hospital No. 22 Tianxiaoyuan, Tanjiang Road Hexi District, Tianjin 300221 Emergency Hotline: +86 (22) 5856 8555 Tel: +86 (22) 5856 8500 Fax: +86 (22) 5856 8599 E-mail: tjunited@ufh.com.cn

E-Mart 易买得

S. Jiefang Rd.

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山

金

e Riv

友谊南路

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Baiyunshan Road 白云山路

ha

ins

Zij Zhujiang Road 珠江道

Shanghai United Family Hospital 1139 Xianxia Road, Changning District, Shanghai 200336 24hr Emergency Hotline: +86 (21) 2216 3999 Appointment Center: 400 639 3900 Tel: +86 (21) 2216 3900 Fax: +86 (21) 2216 3919 E-mail: shumarketing@ufh.com.cn

Outer Ring Rd. 外环线

UFH is China’s only healthcare network to receive multi-city JCI quality accreditation. 和睦家医疗集团是中国唯一 拥有JCI质量认证的连锁医疗机构。

Wuxi United Family Wuxi Health and Wellness Center (A United Family managed affiliate) 10 Middle Huaxia Road, Dongting, Xishan District Wuxi, Jiangsu 214101 Tel: +86 (510) 8821 9725 Fax: +86 (510) 8821 9722

www.ufh.com.cn