The 2026 Spring Festival holiday has come to a close. While the nation celebrated, demand for emergency medical services, chronic disease management, and routine health inquiries remained high. During the holiday, Ping An Good Doctor launched its "Open Through Spring Festival · Ping An Protects Your Health" service initiative. Data from the period shows that average daily user consultations rose by nearly 70% year-on-year, the number of assisted offline medical visits grew by 29% year-on-year, with the average response time for text-based inquiries being at 28.2 seconds. Notably, the AI Doctor played a powerful frontline support role in managing the massive volume of inquiries.
AI-Driven Triage and an Industry Leading "Human + AI + Ecosystem" Model
During the Spring Festival, Ping An Family Doctor maintained 24/7 online service. With offline medical resources comparatively reduced and a spike in sudden, out-of-town medical emergencies, the AI large model formed the first line of defense in handling the immense demand. Thanks to the Ping An AI Doctor's highly efficient screening and triage capabilities, the platform maintained a high standard of 28.2 seconds for its average text-inquiry response time.
Behind this 28.2-second response efficiency lies Ping An Good Doctor’s long-term deep cultivation in the field of medical large models and intelligent applications. As one of the first companies in the industry to build a foundational AI medical infrastructure, it has established a mature "Human + AI + Ecosystem" service loop. Unlike other platforms that rely on purely AI-driven models, Ping An Good Doctor’s AI Doctor acts as a super-brain, rapidly collecting user needs and performing preliminary analysis at the front end before precisely connecting users with specialist doctors for core diagnosis and prescription. This dual-engine model, combining "AI-powered initial screening and triage + in-depth human consultation," not only dramatically improves reception efficiency but also ensures the medical rigor and accuracy of online consultations.
For a long time, Ping An Good Doctor has used AI as a key driver for upgrading service efficiency and quality. Leveraging its world-leading medical database, the company self-developed the large multi-modal model "Ping An Medical Master®" and launched a "7+N+1" AI medical product matrix, continuously expanding the application of AI in medical, health, and senior care scenarios. Under this synergistic mechanism, its AI-assisted inquiry and consultation accuracy rate has reached 98%, while the MDT complex disease treatment accuracy rate is nearly 90%. According to statistics, the Ping An AI Doctor has served a cumulative total of over 10 million people, with daily consultations exceeding 300,000. It has truly realized the utlization of AI technology to connect doctors, patients, and medical institutions, forming a more efficient, professional, and human-centric closed-loop health management ecosystem.
Synergizing Online and Offline Channels to Solidify a Full-Scenario Service Matrix
Furthermore, Ping An Good Doctor’s core competitive advantage lies in its ability to leverage a vast offline service network to quickly convert online requests into tangible "in-hospital," "in-company," and "in-home" medical and health services, providing professional support for more complex medical needs. During the Spring Festival period, the company's assisted offline medical visits increased by 29% year-on-year.
Regarding "In-hospital" services, the green channel for critical and emergency care played a key role. During the holiday, the Wuhan Ping An Health (Testing) Center received a patient experiencing sudden blurred vision. The center immediately activated its green channel, and using a custom multimodal MRI protocol from the radiology department, quickly diagnosed the condition as an acute cerebral infarction. The patient was transferred to the neurology department for intervention at the earliest opportunity, securing precious time for treatment. In Shenzhen, an 83-year-old senior fractured their femoral neck after a fall at home. Faced with the predicament of top specialist appointments being hard to come by during the holiday, the family was connected via the Ping An renowned doctor service team to a chief orthopedic surgeon from a Grade-A Class-Three hospital for a video consultation within 30 minutes. Subsequently, with the team's assistance, the senior's offline consultation and hospital admission were properly arranged.
Regarding "In-company" services, the company conducted over 360 on-site and visiting activities during the Spring Festival period, covering more than 10,000 employees and delivering professional health management services directly into the workplace. Before the festival, the company partnered with a port enterprise to bring a "Healthy New Year's Goods Fair" to the docks, where professional and thoughtful services such as traditional Chinese medicine pulse-taking, report interpretation, ophthalmology consultation, and fundus screening were offered on-site. An employee of the enterprise commented, "It's easy to get fatigued at the end of the year. The body regulation advice the doctor gave after taking my pulse was very practical. I got my problem solved without having to run to the hospital."
Regarding "in-home" services, the platform's extensive offline network effectively alleviated the pain point of accessing medical care and medication in remote areas during the long holiday. For instance, a family from Northeast China was vacationing on a southern island when their child's rhinitis relapsed, accompanied by severe seasickness. With limited medical resources on the island, the parents connected with a pediatrician via the Ping An Good Doctor app in under 30 seconds. That same afternoon, the urgently needed medication was delivered across the sea into the hands of the child's family.
In this critical time that tests the service capabilities of medical and health management platforms, Ping An Good Doctor has built a strong health defense line for thousands of families. From AI-powered initial analysis and triage to the refined and efficient deployment of professional medical services, the company relies on its "online, in-hospital, in-home, in-company" network and its "Human + AI + Ecosystem" service loop enabled by technology. No matter how technology evolves, the goal of medicine will always be securing health and peace of mind for the people. Company CEO He Mingke stated that going forward, the company will leverage its professional medical foundation and technological capabilities to continuously drive the return of healthcare services to their "people-centric" essence, making high-quality medical resources more inclusive, accessible, and efficiently connected.
