Trust, Safety and Accountability

Trust Is Built Through Clear Standards

Medimate is being developed as a structured, non-medical appointment companionship platform. Our approach combines clear service boundaries, Companion screening, training requirements, booking records and processes for handling concerns when things do not go as planned.

Medimate does not provide medical, nursing, emergency or personal-care services.
Get Launch Updates → Read Our Service Boundaries
Service Scope

A Structured Non-Medical Support Service

Medimate Companions are designed to support eligible individuals with practical, non-medical tasks before, during and after a hospital or clinic appointment.

Important: Companions do not interpret, replace or supplement medical advice. They operate in a strictly non-medical role at all times.
Role Clarity

Clear Boundaries Protect Everyone

What a Companion may and may not do is clearly defined, communicated to Companions and users, and built into the platform's design where applicable.

Companions May
  • Assist with registration and hospital or clinic navigation
  • Wait with the Booking Recipient
  • Help organise appointment documents
  • Take non-clinical notes with consent
  • Provide appropriate family updates where authorised
  • Offer general companionship and practical assistance
Companions Must Not
  • Diagnose conditions or provide medical advice
  • Make medical decisions
  • Administer medication or manage medical equipment
  • Provide nursing or clinical procedures
  • Assist with toileting, bathing, dressing or feeding
  • Lift, carry or physically transfer a person
  • Provide emergency transport
  • Accept inappropriate clinical requests
Having a disability, a history of stroke or another medical condition does not automatically prevent someone from using Medimate. Suitability depends on the person's current condition and the support required.

Who Medimate Is Suitable For

Medimate is intended for individuals who need practical, non-medical support during hospital or clinic appointments. The person must not require nursing care, medication administration, personal care, lifting, emergency transport or support beyond the Companion's defined role.

Companion Onboarding

A Defined Companion Onboarding Framework

Medimate's onboarding framework is designed to require Companions to complete a structured process before accepting bookings on the platform.

Step 01

Identity Document Review

Basic MyKad document review is completed as part of Medimate's onboarding checks before platform activation. Current pilot Companion onboarding is limited to Malaysian MyKad holders; foreigners are not able to onboard as Companions at this stage.

Step 02

Emergency Contact

Emergency contact details are required as part of the onboarding process.

Step 03

Statutory Declaration

Companions are required to provide a Statutory Declaration concerning criminal history before platform access.

Step 04

Code of Conduct

Acceptance of the Companion Code of Conduct, which defines expected standards of behaviour and service.

Step 05

Confidentiality & PDPA

Acknowledgement of confidentiality requirements and obligations under Malaysia's Personal Data Protection Act.

Step 06

Training & Assessment

Completion of required training and assessment before the Companion is approved to accept bookings.

Limitation note: A Statutory Declaration is a self-declared document. Verification and training help reduce risk, but they cannot eliminate all risk or guarantee future conduct.
Training Programme

Training for Real Appointment Situations

Medimate's Companion training framework is designed to cover practical skills and awareness relevant to real appointment situations.

Role and non-medical boundaries
Confidentiality and PDPA awareness
Communication with older adults and families
Hospital and clinic navigation
Infection-control awareness
Fall-prevention awareness
Wheelchair-handling awareness
Emergency recognition and escalation
App workflow and incident reporting
Practical assessment
Training Partner CoreLife Training & Consultancy Sdn. Bhd. Medimate works with CoreLife Training as its training partner for the development and delivery of Companion training and competency activities.
Official Training Partner
View Training Standards →
Booking Journey

Safeguards Throughout the Booking Journey

Medimate's platform is designed to provide structured touchpoints at each stage of a booking. Features shown are designed for launch or planned for future implementation.

1

Booking and Suitability

Booking information and suitability confirmation are intended to be required before a booking is accepted.

2

Companion Matching

Companion matching and acceptance, designed to include booking identifiers and assignment records.

3

Pre-Session Reconfirmation

Pre-session reconfirmation is intended to be part of the booking workflow before the appointment.

4

Session Timeline

Timestamped session records are intended to support accountability and traceability throughout the booking.

5

Status Updates

Appropriate status updates to authorised parties, including next-of-kin updates with consent where applicable.

6

Completion and Feedback

Session completion confirmation, records, and structured feedback or incident reporting.

Records are intended to support clearer handling of concerns. Record-keeping and review processes do not guarantee a particular outcome.
Refund Policy Companion Agreement User Terms
Incident Handling

When Something Does Not Go as Planned

Users and families should understand what happens when an emergency, cancellation, no-show or safety concern arises during a booking.

  1. Medical emergencies should be referred to healthcare staff or emergency services where required.
  2. Medimate Companions do not provide emergency medical treatment. Medimate is not a substitute for 999, an ambulance or healthcare staff.
  3. A service may need to stop if a situation becomes unsafe, medically unstable or falls outside Medimate's non-medical scope.
  4. Concerns, incidents, cancellations and complaints may be recorded and reviewed through Medimate's support and reporting processes. Recording and review does not guarantee a particular outcome.

Situations that may be handled through Medimate's reporting processes include:

Coverage and Limitations

Insurance Does Not Replace Safe Service Design

Medimate's commitment to structured service design, clear boundaries and Companion preparation is the primary risk-management framework. Insurance is a supplementary consideration, not a safety guarantee.

Insurance

Insurance options or protections may be offered subject to availability, eligibility, policy terms, exclusions and the arrangements applicable at the time of booking.

  • Insurance does not expand the Companion's non-medical role
  • Insurance does not guarantee compensation for any particular outcome
  • Users should review applicable terms and coverage conditions
  • Medimate does not provide medical insurance advice
Shared Responsibility

Safety Depends on Honest Information and Responsible Conduct

Medimate's approach to safe service delivery depends on all parties — users, Booking Recipients and Companions — fulfilling their respective responsibilities.

Users and Families

  • Provide complete and current information
  • Describe the person's present condition accurately
  • Disclose relevant mobility, communication or behavioural needs
  • Provide working emergency contacts
  • Avoid requesting tasks outside the service scope

Booking Recipients

  • Follow reasonable safety instructions
  • Communicate changes in condition
  • Treat Companions respectfully
  • Seek medical help when required

Companions

  • Stay within the non-medical role
  • Follow training, Code of Conduct and platform procedures
  • Protect confidential information
  • Report concerns appropriately
  • Escalate emergencies using correct channels
Common Questions

Safety FAQ

Questions about how Medimate works in practice, including role boundaries, emergency situations and privacy.

No. Medimate Companions are not nurses, doctors or healthcare professionals. They operate in a strictly non-medical role and are not permitted to provide medical advice, clinical procedures or nursing care.

No. Administering medication or managing medical equipment is outside the Companion's permitted role. Bookings that require medication assistance are not within Medimate's service scope.

No. Lifting, carrying or physically transferring a person is not within the Companion's permitted role. Companions are trained in fall-prevention awareness and wheelchair-handling awareness but are not authorised to perform physical transfers.

A disability or medical history does not automatically prevent someone from using Medimate. Suitability depends on the person's current condition and the type of support required.

Companions are trained in emergency recognition and escalation. In a medical emergency, the Companion should contact emergency services (999) and relevant hospital staff immediately. Medimate is not a substitute for emergency medical services. The appointment service may need to stop if a medical emergency arises.

Medimate's platform is designed to support authorised family updates. Updates are only intended for recipients explicitly authorised by the person who placed the booking. Consent is required where applicable.

Medimate's onboarding framework is designed to require identity document review, a Statutory Declaration concerning criminal history, Code of Conduct acceptance, PDPA acknowledgement, and completion of required training and assessment before a Companion is approved to accept bookings. A Statutory Declaration is a self-declared document and does not guarantee a clean record.

Insurance options or protections may be offered subject to availability, eligibility, policy terms and the arrangements applicable at the time of booking. Users should review applicable terms for coverage conditions. Medimate does not provide medical insurance advice.

Medimate's platform is intended to include structured reporting channels for concerns, complaints and incidents. You may also contact Medimate directly at hello@medimate.com.my. Response processes are designed to support escalation but do not guarantee a particular outcome or response time.

Clear Expectations Make Better Appointments Possible

Medimate is building a service where individuals, families and Companions understand the role, the boundaries and what happens when support is needed.

Get Launch Updates → Read the Medical Disclaimer