Trust & Compliance
Responsibility Framework
A published, line-by-line statement of what Medlion is responsible for, what our partners are responsible for, and how escalations flow. We believe transparency is the prerequisite for trust.
Last updated · February 14, 2026
Responsibility Matrix
For every dimension of a recovery journey, here is the precise split between Medlion's coordination accountability and our partners' clinical/operational accountability.
Escalation Flow
Every signal — from a missed vitamin to an out-of-range vital — flows through a defined ladder with an owner and a service-level commitment.
L1 · Routine
TriggerStandard scheduled tasks
OwnerMRE on duty
SLAResolved within the task window
L2 · Drift
TriggerTask missed, vitals trending unexpectedly
OwnerRecovery Manager
SLAReviewed and corrected within 4 working hours
L3 · Risk
TriggerOut-of-range vitals, family distress, plan deviation
OwnerSenior Recovery Manager + clinical partner
SLAAcknowledged within 1 hour; written response within 4 hours
L4 · Acute
TriggerSuspected medical emergency
OwnerHospital / ambulance + Recovery Manager
SLAFamily alerted immediately; Medlion supports coordination
Audit Trail
Every meaningful action on a Medlion case generates a timestamped record. Photos for proof. Signatures for handovers. Notes for context. Vitals for clinical reference. Families can request a full export anytime.
Task logs
Who, what, when. Every shift.
Photo proof
Wound care, food, mobility — visible.
Vitals history
BP, sugar, SpO₂, temperature timelines.
Communication
Family updates archived in one thread.
What we explicitly do not do
Saying no to the wrong thing is how we protect families from harm. Here is what Medlion will never claim or attempt.
Provide emergency medical response
Prescribe, dispense or alter medication
Render clinical diagnoses or second opinions
Act as a hospital, ICU, ambulance, or insurance underwriter
Sell or share family data with marketers or advertisers
Promise specific clinical outcomes — we promise execution, proof and care
See also: Privacy · Terms · Trust
Have a question on responsibility?
Email care@medlion.in or WhatsApp +91 99533 23858. We respond within one working day.
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