Ping An Good Doctor Reports 70% Surge in Daily Consultations and 28.2-Second Response Time During 'Always-On' Spring Festival Service Campaign

The 2026 Spring Festival holiday has come to an end. While the public across China celebrated the festive season, demand for emergency care, chronic disease management, and routine consultations remained robust. During the holiday period, PINGAN GOOD DOCTOR launched the “Open During Spring Festival: Ping An Safeguards Health” service assurance campaign. Data showed that the average daily number of user consultations increased by nearly 70% year-on-year, offline medical assistance visits rose by 29% year-on-year, and the average response time for text-and-image consultations was 28.2 seconds. Notably, AI doctors played a strong front-line support role in handling the surge in consultation requests.

It is reported that PINGAN GOOD DOCTOR maintained 24/7 online availability throughout the Spring Festival. Amidst a relative contraction of offline medical resources and an increase in sudden acute cases among patients away from home, AI large language models established the first line of defense to handle the massive volume of healthcare demands. Benefiting from the efficient initial screening and triage capabilities of Ping An’s AI doctors, the platform’s average response time for text-and-image consultations remained at a high standard of 28.2 seconds during the Spring Festival period.

Ping An Family Doctors on Duty During the Spring Festival

Behind this 28.2-second consultation efficiency lies PINGAN GOOD DOCTOR’s long-term dedication to large medical models and intelligent applications. As one of the first companies in the industry to build an AI-driven healthcare infrastructure, PINGAN GOOD DOCTOR has established a mature “human + machine + ecosystem” service loop. Unlike other platforms that rely solely on AI, PINGAN GOOD DOCTOR’s AI Doctor acts as a super brain, rapidly collecting patient needs and conducting preliminary condition analysis at the front end, before accurately connecting patients with specialist physicians for core diagnosis and prescription. This dual-engine model of “AI-led preliminary screening and triage + in-depth human consultation” not only significantly improves consultation efficiency but also ensures the medical rigor and accuracy of online consultations.

For a long time, PINGAN GOOD DOCTOR has leveraged AI as a key driver to enhance service efficiency and quality. Relying on a globally leading medical database, the company independently developed the “Ping An Yi Bo Tong” large language model and launched the “7+N+1” AI healthcare product matrix, continuously expanding the practical applications of AI in scenarios such as medical care, health management, and elderly care. Under this collaborative mechanism, the accuracy rate of its AI-assisted consultation and diagnosis has reached 98%, while the accuracy rate of treatment plans for complex diseases through Multidisciplinary Team (MDT) consultations approaches 90%. Statistics show that, to date, Ping An’s AI doctors have served over 10 million users, with daily consultations exceeding 300,000. This has truly realized the connection of doctors, patients, and medical institutions through AI technology, forming a more efficient, professional, and people-centric closed-loop ecosystem for health management.

Moreover, the core competitive moat of PINGAN GOOD DOCTOR lies in its ability to leverage its extensive offline service network to rapidly convert online demand into tangible offline medical and health services—delivered “at hospitals, at enterprises, and at home”—thereby providing professional support for more complex healthcare needs. It is reported that during the Spring Festival, the number of individuals assisted with offline medical consultations by the company increased by 29% year on year.

Regarding “hospital arrival,” the green channel mechanism for emergency care of critical illnesses played a pivotal role. During the Spring Festival, Wuhan Ping An Health (Testing) Center, under the company’s umbrella, received a patient who experienced sudden blurred vision. The center immediately activated its green channel, swiftly confirming a diagnosis of acute cerebral infarction through a customized multimodal MRI protocol developed by the Department of Radiology, and promptly referred the patient to the Neurology Department for intervention, thereby securing valuable time for treatment. In Shenzhen, an 83-year-old elderly individual suffered a femoral neck fracture after an accidental fall at home. Faced with the difficulty of securing specialist appointments during the holiday period, the family connected via video consultation with the director of the orthopedics department at a Grade A tertiary hospital within 30 minutes through the Ping An Renowned Doctors Service Team. Subsequently, with the team’s assistance, appropriate arrangements were made for the elderly patient’s in-person consultation and hospital admission.

In terms of “on-site corporate services,” the company conducted over 360 on-site visits and engagement activities during the Spring Festival, reaching more than 10,000 employees and precisely integrating professional health management services into workplace settings. Before the holiday, in collaboration with a port enterprise, the company launched a “Health-Focused New Year Goods Market” right at the docks. The event featured specialized and caring services such as Traditional Chinese Medicine (TCM) pulse diagnosis, medical report interpretation, ophthalmology consultations, and Airdoc eye health screenings. An employee from the enterprise commented, “Fatigue is common at year-end. The conditioning advice provided by the doctor after pulse diagnosis was very practical, allowing me to resolve the issue without having to visit a hospital.”Regarding “home-based services,” the platform leveraged its extensive offline network to effectively alleviate the difficulties faced by residents in remote areas in accessing medical care and medications during the extended holiday. For instance, in a case involving emergency medical treatment for a sudden illness while away from home, a family from Northeast China traveled to a southern island for the holidays. Their child suffered a recurrence of rhinitis due to climatic differences, accompanied by severe seasickness. Given the limited medical resources on the island, the parents connected with a pediatrician via the PINGAN GOOD DOCTOR App within 30 seconds. The urgently needed medication was delivered to the family across the sea that same afternoon.

Enterprise Health Services

Ping An Steward In-Home Care

At this critical juncture testing the service capabilities of medical health management platforms, PINGAN GOOD DOCTOR has built a solid health defense line for countless families. Leveraging its “online, hospital, home, and enterprise” network and technology-enabled “human + machine + ecosystem” service closed loop, the company facilitates everything from initial AI analysis and triage to precise and efficient scheduling of professional medical care. Regardless of technological evolution, the ultimate goal of healthcare remains human health and peace of mind. He Mingke, CEO of PINGAN GOOD DOCTOR, stated that the company will continue to rely on its professional medical foundation and technological capabilities to drive healthcare services back to their core essence of being “people-centric,” thereby promoting the universal access, decentralization, and efficient connection of high-quality medical resources.