A DISCREET INQUIRY
A practical guide for those making enquiries on behalf of someone else
Many people who contact Istana are not the person who needs care. They are a spouse or partner who has watched someone they love unravel.
An EA who has covered for their principal for months. A family office adviser who has been quietly managing the fallout.
A concerned adult child who no longer knows what to do.
If that is you, this page is written for you.
Frictionless admission
We attempt to remove as many obstacles as possible but arranging confidential rehabilitation for someone else is sometimes not straightforward.
You may not know exactly what to say, who to call first, or how much detail to share. You may be worried about confidentiality, yours as much as theirs. You may not know whether the person is willing, or whether they even know you are looking.
All of that is normal. We have navigated every version of this conversation.
What follows is a clear account of how the process works, from first contact through to arrival day.
Although there are 6 steps below, some can be done concurrently and admissions can normally be completed within 5 working days from initial contact.
Step one: Contact us, in whatever form is easiest
Your first contact with Istana does not need to be detailed, formal, or even very specific.
A brief WhatsApp message or a call is quickest and easiest way to start the conversation. Our full contact details are at the bottom of this page.
Alternatively you can schedule a confidential call at a time that suits you, send us an e-mail or use the contact form on this website.
We respond personally, promptly, and discreetly. If you would rather remain anonymous at this stage, that is entirely fine.
What you share at this point is your choice. Some people send three sentences. Others send a long, careful account. We will work with whatever you give us.
Step two: Clinical assessment
Before we confirm a programme, the clinical lead in the chosen location will conduct a preliminary clinical assessment. This is typically done via a video call with the client directly, with or without family members, EAs or other parties present.
This allows us to understand the psychiatric, psychological and medical picture, and prepare accordingly for any medical conditions, current medications and detoxification requirements.
Safety is paramount, nothing is left to chance.
This is a confidential call between the principal and the clinical lead. Don’t feel pressure to have complete information at this stage. Tell us what you know.
Step three: A conversation with Chiara Fischer, our Director of Client Services
Once you are ready, we will arrange a call with Chiara, our Director of Client Services. This is the conversation that allows us to get to know the principal and them, to get to know us.
It will give us the full picture, what they are dealing with, what matters most to them, and any concerns or complications they are carrying.
It is their opportunity to ask us any and all questions they may have and let us know their personal preferences such as: what they like to eat, what complementary therapies they are interested in, how they like to relax, what activities they enjoy.
Chiara can also assist with travel arrangements, visas, flights options, what to pack, and more.
Chiara is experienced, warm, and very good at this. Nothing surprises her. Nothing is judged.
If the person coming to us is not yet aware that you are making enquiries, Chiara will advise on how to approach that conversation, and when.
Step four: Agreeing the details and subsequent documentation
Once the clinical picture is clear and we understand the principal’s preferences, we can confirm the programme duration, the location, the proposed start date, and the fees.
Istana is incorporated in Singapore and we can invoice in most major currencies. Payment is made via bank transfer and we will work with whatever arrangements are appropriate.
Program related fees are all-inclusive.
- Psychiatry, psychotherapy, medical care, 24/7 nursing care as required, program related medication as required, complementary therapies, fitness training, relaxation therapies, recreational pursuits, accommodation, food and beverages, casual dining out, 24/7 Istana concierge and support care, personal chef, domestic staff, dedicated vehicle and driver, and security.
Exclusions:
- Cosmetic procedures
- Dentistry
- Out of villa spa or salon treatments
- Non-program-related complementary therapies
- HV initiated medical treatments, scans, procedures, or tests
- Non program related or pre-prescribed medication. Please bring xx days supply of any medications you are currently using
- Medical services and/or emergencies unrelated to the program. Please ensure you travel with high-level insurance.
- High-value excursions such as boat or helicopter charters.
We will provide a Client Agreement which specifies what the principal can expect from us, what we ask of them and precise financial details as above. This is signed by both parties prior to arrival.
With the Client Agreement we will issue an invoice which covers the agreed duration of the stay. Bookings, can be reserved, but are only confirmed once payment is received.
Current indicative fees are approximately US$45,000 per week in Bali, US$70,000 per week in Barbados, and €70,000 per week in Ibiza.
A minimum stay of four weeks is recommended. Some clients come for two weeks, others stay six months. It is entirely up to the principal and we adjust programmes accordingly.
Sixty per cent of clients extend beyond their original plan, so the option to extend is included in the Client Agreement.
Aftercare arrangements, where required, are also bespoke. These are determined during the course of the stay, quoted and invoiced separately.
Step five: Confidentiality agreements and NDAs
Istana’s confidentiality protocols form part of the Client Agreement.
All Istana personnel are bound by NDAs as a matter of standard protocol. If you or the principal wish to provide your own NDA, we will have it signed and returned by all relevant team members before arrival.
As the person making the enquiry, your own confidentiality is protected. We do not share the details of enquiries and we do not disclose who has been in contact with us. If you are an EA, a family office manager, or an adviser acting on behalf of a principal, your involvement remains entirely private.
Step six: Arrival
On the day of arrival, a senior Istana team member will meet the principal inside the airport, assist with immigration and customs, and travel with them directly to their private residence. There is no registration desk, no forms to fill in, no waiting room, and no other clients.
The principal’s medical team will be at the villa on arrival for observations and any immediate treatment required.
The Director of Client Services will also be present to help the principal get their bearings, show them around the residence, and organise anything they need.
In brief, from the moment the principal steps off the plane we take care of everything. The pace is unhurried, the first priority is simply to take a breath, relax and settle in.
Your role as the gatekeeper does not have to end at arrival. Our concierge and PA team, a rotating team of three, with one always present day and night, are experienced in liaising with EAs, family offices, security teams, board members, and business managers.
If there are business or family matters that need to be handled during the stay, they can handle them discreetly on request. All communications use a single identifying letter rather than the principal’s name.
A note on situations where the principal is resistant.
We are sometimes contacted by people whose loved one or client is not yet ready to seek help, or does not yet know that an enquiry is being made.
It is worth making clear to the principal that they retain their devices and can remain operationally connected while in treatment. The fear of being cut off, out of the loop, unable to attend to pressing work or family matters is one of the most common reasons people delay what could be a life saving decision.
We can support you through this. Chiara can advise on how to approach the conversation, what to say and what not to say, and how to create the conditions for a genuine decision.
We do not advocate pressure or ultimatum. We do believe that the right information, offered at the right moment, can change things.
If you are simply not sure whether what you are seeing warrants a call, it almost certainly does. The call costs nothing. It stays with us.
Ready when you are
There is no commitment involved in making contact.
The first call is simply a conversation with someone who understands your situation and has been through this many times before.
WhatsApp
Schedule a confidential call
Telephone:+44 771 667 8888
Email: [email protected]
Web; istanaprivate.com
We will respond personally and promptly.
*Istana Jiwa Pte Ltd is incorporated in Singapore. We operate across Bali, Barbados, and Ibiza.*