Ping An Healthcare and Technology Company Limited ("Ping An Good Doctor" or “Ping An Health”; Stock Code: 1833.HK) has recently announced the launch of comprehensive healthcare service upgrade initiative, the "Five New Services, Five-Star Standards" program. This initiative aims to elevate the overall service quality and cater to the personalized needs of different individuals with more comprehensive and professional medical and health services.
As an important deployment in the healthcare service sector, the "Five New Services, Five-Star Standards" program by Ping An Health will revolutionize the field of medical and health services. Through the comprehensive upgrade of five key services including "New Examinations, New Experiences, New Communication, New Closed-loop, and New Standards," Ping An Health is setting a benchmark for a one-stop healthcare service experience, leading the way in innovation. This initiative promises to bring a whole new level of service excellence and a remarkable healthcare experience to families across China.
In the field of health checkup services with wider customer base, Ping An Health's "New Physical Examination" proffers "Thousands of People, Thousands of Faces" for a diverse customers. By combining personalized medical and health data with the expertise of a professional medical team, and integrating various innovative technologies such as psychological and electrocardiogram monitoring, sleep monitoring, and other flexible personalized options, they can provide users with diverse and comprehensive health checkup services. This helps users understand their own health conditions in a timely manner and detect potential health problems early on.
In terms of service experience, Ping An Health's "New Experience" has introduced "Full Process Active Care", which revolutionizes the passive inquiry service communication approach. It encompasses proactive appointment reminders prior to the examination, active online and offline accompaniment during the examination, as well as informative education on professional health knowledge. This enables one-on-one interpretation by a specialist for users following the examination, attentive care for abnormal indexes, expert guidance for seeking medical treatment, and prompt resolution of customer complaints, among other considerate services.
In terms of service communication, Ping An Health has implemented a "New Communication" mode by developing a health file and electronic medical record system to assist users in establishing a communication bridge with doctors anytime and anywhere. Users' health data can also be shared with doctors promptly, facilitating accurate diagnosis and treatment. Furthermore, Ping An Health has actively launched the "Recruitment of 1,000 Service Experience Officers" initiative. Under the guidance of these officers, regular health information services and health education activities are provided to help users gain a better understanding of and manage their own health. Simultaneously, the initiative actively solicits user feedback and suggestions, continuously enhancing service quality.
As a crucial part of Ping An Health's upgrade initiative, the "Full Journey Management" of the "New Closed Loop" will establish a closed-loop management system that encompasses "Online + Offline," "In-hospital + Out-of-hospital," and "Medical + Health" services through 830 standardized service procedures. This system will provide users with a comprehensive journey solution to address their medical and healthcare needs, bridging gaps between different stages. It will empower users to truly experience a complete and cost-effective solution with "worry-free, time-saving, and money-saving".
Furthermore, in terms of service quality, Ping An Health aims to establish a "New Standard" by delivering "Five-Star Service Quality" in its healthcare service upgrade. Users will receive one-on-one exclusive services from Ping An Family Doctors, with 24/7 online consultation available. With a response rate of over 99% within 60 seconds, the Company ensures that users can access medical and healthcare services that meet their needs and maintain reliable stability. In regard to user satisfaction, Ping An Health consistently pays attention to user feedback and demands. The Company is committed to a service-oriented approach with the objective of providing solutions within 24 hours and achieving a 99% user satisfaction rate. By setting the bar at "2499", Ping An Health aims to provide users with higher-quality medical and healthcare services.
As the flagship platform of the Group’s healthcare ecosystem, Ping An Health has continued to deeply ingrain in the medical and healthcare field since its establishment, with the mission of "bridging doctors and patients with professionalism and safeguard everyone's health". Ping An Health adheres to the value proposition of "worry-free, time-saving and money-saving" and continue to gain in-depth insight into the demands of users. In addition, Ping An Health is committed to the “Healthy China” strategy and attentively enhances its products and services, contributing to the national health industry.
