Ping An Home Doctor Launches Upgraded '11312' Proactive Health Management System, Advancing Managed Care Model

Ping An Health’s “Managed Care” Model Sees Another Major Move.

On June 17, the press conference titled “Empowering Every Family with Ping An Family Doctors – Brand Upgrade of Ping An’s Family Doctor Services” was held in Shanghai. The event was hosted by Ping An Group, and jointly organized by Ping An Health Medical Technology Co., Ltd. (hereinafter referred to as “Ping An Health”) and Ping An Life Insurance Company of China, Ltd. (hereinafter referred to as “Ping An Life”).

The launch event invited nearly 300 health insurance and health management professionals, including Chi Chunhua, Chair of the General Practice Branch of the Chinese Medical Association; Du Xueping, former President of the General Practice Branch of the Chinese Medical Doctor Association; Jiang Hua, Committee Member of the General Practice Branch of the Chinese Medical Association; senior executives from Ping An Insurance Group and its subsidiaries; and corporate clients, to witness the brand upgrade of Ping An Family Doctor. The event marked the release of the “11312 One-Stop Proactive Health Management Service System” and Ping An Family Doctor’s user service commitment: “Proactive health management, effective chronic disease control, and comprehensive disease care.”

Since the introduction of the “family doctor” concept to China in the 1980s, family doctors have been developing in the country for several decades, carving out a niche in areas such as internet healthcare, health management, and public health system construction. Moreover, with rising public awareness of health management, the demand for family doctor services is expected to be further unleashed.

At the same time, the family doctor sector continues to face challenges such as low public awareness, lack of trust in family doctors, and insufficient attractiveness of family doctor services. Against this backdrop, Ping An Health has chosen to continuously increase its investment in the family doctor business. This move, on one hand, demonstrates Ping An Health’s determination and courage in exploring the family doctor market and advancing the implementation of its managed care model; on the other hand, it indirectly highlights Ping An Health’s optimism about China’s family doctor market and its strong confidence in long-term commitment to this sector.

So, what strategic considerations has Ping An Family Doctor made, and what upgrades has it implemented to enhance the appeal of its family doctor services? What underpins its confidence in continuously doubling down on this business? The answers were revealed at the Ping An Family Doctor Brand Upgrade Launch Event.

In fact, whether in the service industry or the product industry, the challenges facing their development can be boiled down to two categories: who to serve and what kind of services to provide.

Among these, determining whom to serve is clearly the primary issue that needs to be addressed. In response, some companies have chosen to focus primarily on serving B-end clients, ensuring their survival while gradually extending their services to the C-end market. Ping An Home Doctor is the most representative brand in this regard.

Ping An Family Doctor has a distinct market positioning. As a key component of Ping An Health’s ongoing efforts to implement its “managed care” model, its market positioning aligns with that of Ping An Health’s managed care service system, primarily serving F-end and B-end clients within the Ping An Group.Because, in terms of willingness to pay and ability to pay, both the F-end and the B-end are the optimal choices for payers in China’s current health management market.

andIn addition to directly serving enterprise and financial clients, Ping An Family Doctor also serves as one of the health management service providers for Ping An Life Insurance products.Thus, leveraging Ping An Life Insurance’s vast customer base effectively resolves Ping An Family Doctor’s customer acquisition challenges; meanwhile, amid the industry trend of deep integration between health insurance and health management, the family doctor services offered by Ping An Family Doctor further enhance the appeal of Ping An Life Insurance products.

“In 2023, the number of Ping An Life Insurance customers utilizing healthcare and medical services exceeded 20 million, with a service satisfaction rate of 99%,” shared Chen Zheng, Director of the Sales Management Department at Ping An Life Insurance. “The innovative model of medical-insurance synergy integrates differentiated healthcare and medical services with insurance and other financial services as the payer, delivering a worry-free, time-saving, and cost-effective experience for customers. This approach infuses finance with greater humanistic care and makes insurance more compassionate.”

Ping An Family Doctor, which adds value to Ping An Life Insurance products and has achieved a 99% satisfaction rate, clearly relies on more than just the “Ping An” brand name. So how has Ping An Family Doctor broken through in terms of service delivery to provide genuinely valuable services?

The core issue behind the lack of appeal in family doctor services lies in their failure to effectively meet user needs. Upon further analysis, this stems from a lack of understanding of users’ true needs or a misalignment between the services provided and user demands.

In this regard,Ping An Family Doctor segments its service population into three major categories and four subcategories: the healthy/sub-healthy population, the chronic disease population, and the diseased population. The diseased population is further divided into those with mild conditions and those with severe conditions.This is clearly aimed at gaining insights into the varying needs of different population groups for family doctor services, thereby laying a solid foundation for delivering precise family doctor care.

Let’s first examine how healthy and sub-healthy individuals can benefit from Ping An Family Doctor.Targeting healthy and sub-healthy individuals, Ping An Family Doctor proposes the service philosophy of “Proactive Health Management for Greater Peace of Mind in Family Health.” Addressing pain points such as the lack of continuity in health check-ups and the absence of post-examination management, Ping An Family Doctor leverages automated health record management. This enables physicians to provide more targeted pre-examination recommendations based on clients’ historical check-up data and insights into their lifestyle habits gathered during follow-ups, thereby ensuring that only necessary tests are conducted.

Following the health check-up, Ping An Family Doctor proactively manages users’ dietary health based on the results, providing professional guidance on exercise, health education, and Traditional Chinese Medicine (TCM) conditioning plans. Should any abnormalities be detected in the check-up results, Ping An Family Doctor also offers at-home testing, medication guidance, and medicine delivery services, thereby delivering more suitable and convenient continuous monitoring, further observation, and treatment guidance to facilitate early screening and diagnosis of diseases.

For individuals with chronic diseases, the primary pain points include a low level of disease awareness and a lack of scientific approaches to disease management. In response, Ping An Family Doctor has introduced a chronic disease management philosophy centered on “effective chronic disease control and optimal improvement of clinical indicators.” By leveraging digitalization and artificial intelligence, it constructs a tripartite closed-loop system for chronic disease management. Built upon three core pillars—an IoT-enabled medical and health platform, a physiological indicator management model, and end-to-end solutions—it provides services such as real-time monitoring, dynamic management, and precise guidance to improve chronic disease indicators.

Meanwhile, Ping An Family Doctor has established its own risk alert system. In cases of sudden incidents or values exceeding critical thresholds, family doctors will proactively connect patients with renowned specialists in relevant fields and arrange timely medical care. For continuous abnormalities, Ping An Family Doctor provides proactive management services—including six-dimensional health behavior records, 5A active consultations, medication guidance, and genetic testing—to further refine screening protocols. For occasional but trending risks, the service focuses on monitoring and management through lifestyle guidance, monthly health reports, and follow-up visits.

For individuals with mild conditions, Ping An Family Doctor provides 24/7 second-response online consultation services, one-hour medication delivery in 271 cities across China, and a price-match guarantee on over 300 commonly used medications.

Furthermore,To address issues such as inadequate preparation for consultations, unclear descriptions of medical conditions, and lack of post-discharge management among critically ill patients, Ping An Family Doctor provides a comprehensive “Medical Care Guide” based on the user’s past health records, medical history, and medication history before the hospital visit. During the hospital stay, dedicated patient escorts are arranged to provide full-process accompaniment. After discharge, users need only upload their medical records, prescriptions, and test reports; the family doctor will then provide targeted rehabilitation guidelines and conduct follow-up care based on the hospital’s diagnosis.

Furthermore, Ping An Family Doctor also provides on-demand services to address the widespread needs of internet-based healthcare, such as medical consultations and referrals, for critically ill patients and the general population alike.

Overall, Ping An Family Doctor’s services encompass three major sectors—health management, chronic disease management, and disease management—and permeate every stage within each sector. The implementation of each stage in every sector involves the provision and coordination of extensive medical resources.

Taking the chronic disease management segment as an example, effective management requires not only physician resources but also support from pharmaceutical resources and monitoring devices such as wearables. Meanwhile, patients with severe conditions are highly likely to require services including disease referral, follow-up monitoring, and rehabilitation guidance, which similarly depend on a vast and comprehensive network of pharmaceutical and medical services.

The medical resource service network established by Ping An Good Doctor is widely regarded as an industry leader.

Specifically, first and foremost, the core medical resource of family doctor services is undoubtedly physician resources. While other platforms are still struggling to accumulate physician resources, especially high-quality ones,Ping An Family Doctor has assembled a team of 50,000 internal and external physicians from 29 medical specialties and has attracted 2,500 renowned experts to collaborate with it.

While accumulating substantial medical expertise and resources, Ping An Family Doctor has not shied away from addressing the issue of physician “quality.” VCBeat has learned thatThe upgraded Ping An Home Doctor team consists exclusively of associate chief physicians and senior experts formerly from Grade A tertiary hospitals, with an average of 20 years of clinical experience per physician. Furthermore, the Ping An Home Doctor team holds certifications from Peking University Medical International Hospital and training accreditation from the World Organization of Family Doctors (WONCA). Its service standards are guided by the Chinese Society of General Practice under the Chinese Medical Association, and its telemedicine protocols have passed certification by the Royal Australian College of General Practitioners (RACGP).

Secondly, Ping An Health’s years of resource accumulation in the healthcare sector can provide strong support for the implementation of Ping An Family Doctor services. To date,Ping An Health has established a comprehensive O2O network encompassing online, in-facility, and at-home services. It collaborates with over 4,000 hospitals and 2,000 health checkup providers, while its network of partner pharmacies has reached 231,000 locations, achieving 99% coverage among China’s top 100 hospitals. Additionally, Ping An Family Doctor has set up 23 specialized disease centers across eight major specialties and has extended its reach to overseas medical resources.

Finally, the smooth and efficient operation of a large-scale service system naturally relies on the support of AI technology.Leveraging Ping An Group’s five major databases and its medical knowledge graph, Ping An Health has innovatively developed the “Ping An Yi Bo Tong” multimodal large medical model and comprehensively upgraded the “Ping An Yi Jia Ren” physician workstation.

This intelligent workstation not only assists family doctors in rapidly generating medical guides to streamline consultations, but also automates profile updates and health plan matching to simplify health management. Furthermore, AI empowers Ping An Family Doctors to achieve 100% comprehensive quality inspection, covering online consultations, electronic medical records, and prescription quality control, thereby ensuring safe and compliant operations.

As for the empowerment of Ping An Home Doctor by other departments of Ping An Group, it is mainly reflected in customer sources and the "compensation for overpriced purchases of 300+ common medicines," which is also a major manifestation of strong internal business synergy within Ping An Group.

At this point, it is evident that the successful implementation and operation of Ping An’s Home Doctor service rely on an indispensable combination of resources—including physician, medical, technological, market, and payer resources. Accumulating each of these resources not only demands substantial time and effort from the enterprise but also requires the enterprise to possess strong capabilities. This, to a certain extent, increases the difficulty of replicating and scaling this model.

Nevertheless, this upgrade of Ping An Family Doctor features numerous highlights. For Ping An Health, it represents a solid step toward implementing managed care in China. For users, the upgraded service delivers tangible, high-value medical and health solutions that address their practical needs. For the industry, the brand upgrade at this juncture has bolstered the confidence of many companies competing in the family doctor sector and provided a model for exploring the implementation of family doctor services in the B-end and F-end markets.

In the more distant future, as companies explore solutions for implementing family doctor services in the more challenging consumer-facing market, what innovative approaches will leading enterprises propose? And how will Ping An Family Doctor perform? Together, let us wait and see.