Ping An Good Doctor Breaks the Value-Based Healthcare "Impossible Triangle" Through Deep Integration of "AI + Human + Ecosystem"

Internet healthcare has long shifted from a “battle for traffic” to a “battle for value.”

The reason is that, on the one hand, regardless of the level of technological development, the realization of value-based healthcare remains the ultimate goal for healthcare professionals; on the other hand, technological advancements have made it possible to identify and meet users’ diverse healthcare needs. Furthermore, early industry efforts directed at consumer-end (C-end) users have cultivated internet healthcare service usage habits among a segment of the population, thereby laying a foundation of trust for the further implementation of value-based healthcare.

However, although the relevant conditions are gradually maturing, it is still not easy to truly realize the implementation of value-based healthcare—how to balance the satisfaction of users' diverse medical and health needs with the sustainability of business models remains a core challenge facing the industry. Meanwhile, we have found that PINGAN GOOD DOCTOR, which has been exploring the implementation of managed care in China for many years, has already achieved significant results—not only demonstrating outstanding performance, but also gaining favorable prospects for its future development from various parties.

In terms of performance, PINGAN GOOD DOCTOR achieved a 13.6% year-on-year increase in revenue and a 45.7% year-on-year growth in (adjusted) net profit during the first three quarters of 2025. More encouragingly, in a recent research report, Morgan Stanley not only placed Ping An on its focus list and maintained a "Top Pick" rating, but also identified healthcare and elderly care as one of the three key reasons for its optimistic outlook on Ping An Group’s future development. This demonstrates that PINGAN GOOD DOCTOR’s strategic layout and phased achievements in deeply cultivating the healthcare and elderly care sectors have gained recognition from authoritative international institutions.

This is closely tied to the differentiated development path of PINGAN GOOD DOCTOR.“Machine + Human + Ecosystem” are the three key elements of PINGAN GOOD DOCTOR’s differentiated strategy. Among them, “Machine” refers to the AI capabilities built by PINGAN GOOD DOCTOR; “Human” refers to its abundant physician resources and professional medical expertise; while “Ecosystem” mainly refers to the “insurance financial protection + healthcare and elderly care services” ecosystem constructed by PINGAN GOOD DOCTOR, drawing reference from the development path of UnitedHealth Group in the United States.

“The Deepened Synergy of ‘Insurance + Medical and Elderly Care Services’ Has Enabled PINGAN GOOD DOCTOR to Solve a Key Challenge in Implementing Value-Based Healthcare—Determining Which Services Should Be Provided to Which Populations?”

The reason lies in the precise targeting of the user base and a profound insight into their needs, which not only enables PINGAN GOOD DOCTOR to clarify its development focus and concentrate resources to rapidly capture market share, but also facilitates the establishment of long-term trust with users through continuous and precise services, thereby ensuring the long-term and sustainable operation of the entire system.

Specifically,In terms of precise target user positioning, PINGAN GOOD DOCTOR’s current target user base primarily consists of the F-end (financial sector) and the B-end (corporate sector).Direct access to this high-net-worth segment allows PINGAN GOOD DOCTOR to avoid the high costs and significant efforts associated with consumer-side customer acquisition, thereby alleviating operational pressures on its system. Meanwhile, the strong health awareness and robust demand for medical and healthcare services among this demographic reduce the burden of market education for PINGAN GOOD DOCTOR and lay the foundation for establishing a long-term, stable trust-based relationship between both parties.

Subsequently, by gaining precise insights into the needs of its target user groups, PINGAN GOOD DOCTOR has established a one-stop healthcare and elderly care service system featuring rich service content and a multi-dimensional delivery network.

In terms of service offerings, leveraging its two major service brands, “Ping An Family Doctor” and “Ping An Steward,” PINGAN GOOD DOCTOR provides one-stop, end-to-end medical, health, and elderly care services to F-side financial clients, B-side corporate employees and their families, as well as the elderly population.

Among these, “Ping An Family Doctor” serves as a unified entry point for family physician services, offering a one-stop medical and health management solution that integrates proactive health management, digital chronic disease management, and full-course disease management. Meanwhile, to further enrich its service offerings, PINGAN GOOD DOCTOR has established partnerships with nearly 106,000 health service providers and is actively seeking collaborations with enterprises in various sectors, including physical examinations, elderly care, dentistry, anti-aging, and general wellness.

PINGAN GOOD DOCTOR’s home-based elderly care services have established three major service pillars: “Medical Care When Ill, Safety Assistance When Needed, and Protective Support for Enjoying Later Life.” Primarily leveraging a model of “1 Physician Steward + N Specialist Teams + Case Management Team,” it provides seniors with services including longevity management, chronic disease management, and medical consultation and treatment.

As service offerings continue to expand, PINGAN GOOD DOCTOR’s service delivery system is also undergoing continuous iteration and upgrades: not only is its offline service network gradually being perfected——For example, PINGAN GOOD DOCTOR has achieved seamless integration across three major care scenarios—in-hospital care, home-based care, and institutional referrals—thereby meeting users’ diverse and personalized care needs;Its integrated online-to-offline, end-to-end delivery network spanning both in-hospital and out-of-hospital settings is also being continuously deepened.—For example, PINGAN GOOD DOCTOR’s “Four-To” service network—covering online platforms, hospitals, homes, and enterprises—not only achieves effective online-offline integration of medical care, health management, and home-based elderly care services, but also facilitates seamless collaboration across in-hospital, corporate, and home settings. This enhances service efficiency while ensuring continuity of care, thereby improving user adherence and health outcomes.

The enrichment of service offerings and the upgrading of the service delivery system inevitably bring three major challenges in implementation quality, efficiency, and cost. The development of AI technology has provided PINGAN GOOD DOCTOR with new solutions.

As early as 2014, PINGAN GOOD DOCTOR began exploring the use of AI technology to address the “impossible trinity” of efficiency, quality, and cost in healthcare and elderly care services.

A real-world case vividly demonstrates the effectiveness of PINGAN GOOD DOCTOR’s AI technology applications. In the early hours of a morning in November, Mr. Zhou, aged 65, suddenly experienced chest tightness and pain, prompting him to immediately use the AI Doctor online consultation feature on the PINGAN GOOD DOCTOR app. Through multiple rounds of questioning, the AI Doctor not only automated the collection and structured processing of key information—such as the nature and duration of Mr. Zhou’s symptoms—but also rapidly initiated a referral process. Subsequently, a human physician stepped in, conducting further consultations based on the “clinical summary” provided by the AI Doctor. Alongside offering professional medical advice, the physician recommended that Mr. Zhou undergo an offline chest CT scan at a hospital as soon as possible. Two days later, the offline CT scan confirmed the human physician’s preliminary assessment, revealing a tumor measuring 1.2 cm x 0.8 cm in the lungs. The family doctor from Ping An Family Medical Care immediately provided Mr. Zhou with a list of local hospitals specializing in lung cancer treatment and assisted him in successfully booking an appointment with a thoracic surgery specialist at the recommended hospital for the following day through the platform’s green channel.

In this case,AI technology has played a crucial role. In terms of efficiency, AI enables instant 24/7 responses after users initiate consultations. Within five minutes, it can complete the collection of six key pieces of information—including symptom details—generate summaries, and make triage decisions. Furthermore, based on the “condition summary” generated by AI, communication between human doctors and patients is reduced by 60%, allowing physicians to quickly grasp the patient’s basic condition and proceed directly to in-depth analysis of the core clinical issues.

Moreover, the application of AI technology not only significantly enhances consultation efficiency but also improves the quality of medical services, reducing the incidence of misdiagnosis and missed diagnosis. For example, in this case, regarding the symptom of “chest pain” mentioned by the patient,Rather than providing simplistic, generic patient education and management advice, the AI physician identifies risks through multi-turn interactions and initiates a mandatory referral process when risk levels are high, thereby reducing the likelihood of serious conditions being missed or misdiagnosed in online consultations.

Furthermore, this real-world case sends a clear signal—To ensure the professionalism of medical services, human doctors are involved behind the AI doctors.Furthermore, within PINGAN GOOD DOCTOR’s integrated medical, health, and elderly care service system, the response speed of human physicians ranks among the industry’s best. After an AI physician initiates a referral process, the average response time for online human physicians is 50 seconds, while recommendations for authoritative offline hospitals and appointment registration services take only 13 minutes.

Regarding cost reduction, PINGAN GOOD DOCTOR disclosed that through the in-depth application of AI technology, the average service cost per customer for Ping An Family Doctor decreased by approximately 52% year-on-year in the first three quarters of 2025.

However, PINGAN GOOD DOCTOR’s ambitions clearly extend beyond this. Its development focus remains on continuously exploring the application of AI technologies in various complex disease categories and business scenarios to enhance the efficiency and quality of medical services. The “Ping An Yi Bo Tong” multimodal large model and the “7+N+1” medical product system represent its latest exploratory achievements.

Among these, “Ping An Yi Bo Tong” is a multimodal large model launched by PINGAN GOOD DOCTOR based on its self-developed Dflow and LPO technologies. These two proprietary technologies enable it to provide personalized customization services at lower training and storage costs. Furthermore, the six major medical databases established by PINGAN GOOD DOCTOR—comprising a disease database, prescription and medical treatment database, medical product database, medical resource database, and personal health database—along with its professional data assets, which include 37,000 diseases, 220,000 drug package inserts, 2 million classic case studies, 30 million medical literature records, and 1.44 billion consultation data points, endow “Ping An Yi Bo Tong” with capabilities distinct from other general-purpose large models. This allows it to handle diverse healthcare tasks across different scenarios with greater precision and efficiency.

As for the “7+N+1” medical product system, it refers to the upgrade of “N” existing AI agent-enabled products, and seven healthcare service products including digital avatars of renowned physicians, AI family doctors, AI elderly care assistants, AI clinics, AI health managers, AI chronic disease managers, and AI health benefit officers.

Meanwhile, PINGAN GOOD DOCTOR has also launched a Multidisciplinary Team (MDT) assistance platform for complex diseases, providing users with comprehensive diagnostic and therapeutic support throughout the entire treatment and rehabilitation process, thereby significantly improving the efficiency and experience of medical care for complex conditions. Currently, this platform has been implemented for breast cancer, and the accuracy rate of MDT treatment plans for complex diseases has risen to nearly 90%.

PINGAN GOOD DOCTOR’s differentiated “device + human + ecosystem” approach has not only delivered impressive commercial results but also earned recognition from its target users, as evidenced by the rise in user conversion rates. Reportedly, in 2025, 20 million financial customers of Ping An Group were converted into PINGAN GOOD DOCTOR users, representing a year-on-year increase of 34.6%. Moreover, Morgan Stanley’s research report projects that this conversion rate will continue to maintain steady growth over the next three to five years.

The “Value Debate” in Internet Healthcare: A Deep Commitment to User-Centricity and a Return to the Essence of Medical Care. PINGAN GOOD DOCTOR’s exploration demonstrates that the implementation of value-based healthcare requires not only differentiated strategic planning and continuous technological empowerment, but also synergistic coexistence within the ecosystem. Looking ahead, with the ongoing iteration of AI technologies and the continuous refinement of the health and medical ecosystem, PINGAN GOOD DOCTOR is poised to further deepen the integrated innovation of its “AI + Human + Ecosystem” model. This will enable lifecycle health management services to reach broader populations, ultimately driving the entire healthcare industry toward greater efficiency, inclusivity, and human warmth.