SPOC — Single Point of Contact
One person. One phone number. Responsible for your entire journey from first enquiry to final follow-up.
Someone who knows your name.
The most common complaint about hospitals anywhere in the world is being passed from desk to desk — repeating your story, chasing reports, never quite knowing who is in charge. For a patient far from home, that confusion is unacceptable. So at SAL, every international patient is assigned a Single Point of Contact, or SPOC, from the moment of first enquiry.
Your SPOC is a trained patient coordinator from our International Desk. They know your case, your consultant, your travel plans and your preferences. They are the one who answers your WhatsApp message at 11 p.m., who meets you at admission, who sits with your family during surgery, who explains the bill, and who calls you two weeks after you get home to check how you are.
The SPOC does not replace your doctors or nurses — they make sure your doctors and nurses, and every other department, are working in sync around you.
What your SPOC handles
First response to your enquiry and collection of medical reports
Scheduling tele-consultations across time zones
Issuing the treatment plan, cost estimate and visa invitation letter
Coordinating airport pickup, hotel booking and local transport
Admission paperwork, room allocation and orientation on arrival
Daily updates to you and your family during hospitalisation
Liaison between consultants, nursing, pharmacy, diagnostics and billing
Interpreter arrangements, dietary preferences and religious needs
Discharge summary, medicines, travel-fitness certificate and airport drop
Post-return follow-up calls and tele-consultation bookings
Insurance documentation and reimbursement paperwork
Any question, any hour — one WhatsApp number for the whole journey
Your SPOC across the journey
Frequently asked questions
SPOCs are patient coordinators from SAL’s International Patient Desk. They are trained in medical terminology, hospital processes, cross-cultural communication and privacy regulations, and most have several years of experience with international patients.
Yes. WhatsApp and calls are answered within an hour during working hours (9 a.m.–7 p.m. IST). Outside those hours, the International Desk hotline is staffed 24×7 and will reach your SPOC or the on-call team for anything urgent.
All SPOCs speak fluent English and Hindi; several speak Gujarati, Arabic or Bengali. For other languages, your SPOC arranges an interpreter for consultations and key conversations.
Yes. Continuity is the whole point. Your SPOC remains your contact from enquiry to post-return follow-up. If they are unavailable for a day, a named colleague covers and is briefed on your case.
No. The SPOC is included in every international patient package.