Since its inception in 2011, Dr. Chun Yu has been committed to building China's leading mobile medical technology and service platform. The first to introduce the concept of mobile medical care into China is a pioneer in Internet medical care and has experienced the ups and downs of the industry.
After seven years of development, Chunyu has accumulated 120 million users and more than 500,000 doctors. The online consultation service was first commercialized. At present, the overall user payment rate is over 70%.
Seven years have passed, what are the thoughts of Dr. Chun Yu on the Internet + smart medical care that is currently hotly debated in the industry? Recently, the arterial network interviewed Mr. Zeng Baiyi, the chairman and co-founder of Dr. Chun Yu.
In the interview, Zeng Baiyi introduced us to the service concept of Dr. Chun Yu, and based on the concept of Internet medical service, explained the practice of Internet + smart medical health service conducted by Dr. Chun Yu.
Ideas, standards, history, how does Dr. Chunyu serve users?
The basic concept of Internet companies is user-centered, and the basic concept of medical care is patient-centered. These two concepts are similar. In addition to referring to patients, users in the medical industry also refer to many healthy people, not only to treat diseases, but also to manage health. It is only for medical institutions that they are more inclined to the concept of patients, that is, people who need to cure.
The patient-centered concept emerged in the United States in the 1950s. In the 1980s, several patient-centered service standards were proposed, such as medical treatment, respect for patient values ​​and preferences, communication and patient education, emotional and psychological. Support and so on.
Nowadays, the concept of patient-centeredness is still out of date, and the Western medical community still highly values ​​this concept. In the current era, the Internet + smart medical era, whether it is a medical service organization or a business, will eventually fall to the application scenario, and the core group surrounding it is always the user.
From a policy perspective, patient-centered is also an important direction of medical reform. Many of the medical reform documents issued in China can see such words: patient-centered; strengthen humanistic care; people-oriented and so on. All goals are to meet the growing medical and health needs of the people.
From the hospital's point of view, there are two options, either to improve medical efficiency, or to improve medical quality and safety, but Zeng Baiyi emphasized that patient-centered should be considered more from the latter. The famous medical triangle paradox has said that the quality, accessibility and cost of medical services cannot be combined, and one must give up another.
From the user's point of view, the current medical service experience is not high. Hospital costs are high, but the quality of service can not meet the needs of patients, the relationship between doctors and patients is weak, the service period is relatively short, and services are fragmented. These are problems in traditional hospitals.
The mobile Internet is an important pusher to change the status quo and achieve a patient-centered concept. Since its inception, Dr. Chun Yu has done a lot of practice on the Internet, showing that using the Internet can greatly enhance the user's experience in solving many health problems. Some new tools can also allow doctors and patients to build longer-term relationships that allow patients to get better care without increasing medical costs.
Zeng Baiyi summed up some key nodes in the development of Dr. Chun Yu in the past few years:
In 2011, Chunyu began to launch a light consultation service, using mobile Internet and mobile phones to help users and doctors communicate quickly and conveniently. From the initial APP products to the current APP, WEB, WeChat, and open platforms, the mobile consultation service has formed a large-scale online interaction and service network;
Launched an air hospital in 2014 to help doctors price their services on the Internet and sell their services to Internet users;
Beginning to explore private doctors in 2015. The private doctor starts from a one-on-one communication between the doctor and the patient, aiming to establish a long-term relationship between the doctor and the patient;
In 2016, the open consultation platform was launched, which enabled Chun Yu's doctoral ability to be given to other large health user service platforms on the Internet. At present, there are more than 500 access platforms, including many large traffic portals throughout the network, such as Baidu, Alipay, Baby Tree and some insurance companies, all using Dr. Chun Yu to serve patients on their platforms;
The online consultation platform is for the user, so Dr. Chun Yu has also set some service standards for his online consultation. Zeng Baiyi summarized it as a 4A service standard. The purpose is to help Chunyu define what users need and how to provide corresponding services to users. Doctors and patients trust relationship.
The first one is Available, that is, 3 minutes of rapid response, 7 24 hours without interruption; the second is Affable, that is, amiable, mainly for doctors' online service attitude has higher requirements. Spring Rain also uses a lot of incentives to motivate doctors to better serve users. Zeng Baiyi said that the overall service satisfaction of Dr. Chun Yu is over 97%; the third is Able, which is the personalized scene of the service capacity of the whole department. The overall positioning of the doctors on the Chunyu platform is mid-to-high-level doctors. The proportion of doctors on the platform is more than 24%. In addition, more than 50% of the top three hospital doctors cover all departments. This is the general service capacity. Chun Yu will also recommend different doctors for different user scenarios to ensure that the user can get the corresponding symptomatic doctor treatment online; the fourth A is called Affordable, which is an efficient sharing economy and the price is close to the people.
Dr. Chun Yu also established an Internet-based grading diagnosis and treatment system on the basis of consultations to rationally allocate medical resources. In the establishment of the grading diagnosis and treatment service system, Dr. Chun Yu takes the principle of “people-oriented, mass voluntary, coordinating urban and rural areas, and innovation mechanism†as the overall principle, and takes a new approach from resource-centered to user-centered. Grading meets user needs.
Patient-centered upgraded service practice: family doctor
Dr. Chun Yu hopes that the traffic introduced through the different traffic portals will establish a preliminary trust after the consultation, and then establish a family doctor relationship, gain long-term trust, and give users a graded diagnosis based on long-term trust. In the face of simple disease and health problems of users, it can be solved through health knowledge and popular science content. If users have higher requirements for services, they will recommend online consultation services for them. The next step is the community clinic, and finally the hospital. A rational configuration of medical resources is formed through the entire process.
In 2017, Dr. Chun Yu began to build a family doctor service. Zeng Baiyi said that Chun Yu tried to build a product based on trust user life cycle management.
Zeng Boyi explained to us in detail the practice of family doctor services of Dr. Chun Yu.
In recent years, the government has vigorously promoted family doctors to sign contracts, encourage social capital to enter the family doctor service field, and encourage family doctors to sign contract management services through the Internet. But the biggest problem is that “signing is not acceptableâ€, the user does not really get the service, and the overall service has a low sense of acquisition.
Dr. Chun Yu hopes to do basic medical care on a large scale, and empowers more basic medical services such as family doctors, community health service stations, and community hospitals.
Dr. Chun Yu's family doctor service started at the end of 2017, and hopes to make users really get the service through the Internet. The entire service process is built around users and families, health consultants communicate directly with users and families, and a health doctor is equipped with a family doctor.
The health consultant will not prescribe the drug to the user and will not make a diagnosis. He is only a connector, can carry out medical knowledge science and chronic disease management, provide advice for the user's medical decision-making, and help the user to establish more information while obtaining more information. Get an understanding of your own disease.
Zeng Baiyi tells us that the services provided by health consultants are generally consistent with the basic services that family health doctors advocated by the National Health Care Committee, such as building health records for users and families, doing basic consultations, interpreting reports, and managing chronic diseases. Health education and so on. When the user is really ill, the health consultant can provide medical decision-making and help the user find the right hospital through the green channel.
Rehabilitation guidance is provided via the Internet when the patient enters the post-diagnostic phase.
Health consultants are people who know medicine, but not doctors in the true sense. Zeng Baiyi explained that because the current number of family doctors in China is not enough, and the people are skeptical about the professionalism of family doctors. If you insist on using the family doctor to provide medical treatment, the supply of resources is far from enough. Dr. Chun Yu's idea is to establish a strong bond relationship with the user with a health consultant.
Zeng Baiyi summarized several characteristics of Dr. Chun Yu's family doctor service:
First, through the front-end health consultants to communicate with users, build trust, and reflect the humanistic care in medical services.
Second, focus on efficiency to help health consultants improve their level and management ability through AI-assisted diagnosis. Health consultants also have a complete CRM system to help record the different situations of each patient.
Third, the family doctor service has the doctor's resource library of the spring rain to support, when the health consultant encounters more difficult problems, you can continue to contact the experts to diagnose the user.
After more than a year of operation, Dr. Chunyu’s family doctors have formed a team of dozens of health consultants, with more than 30,000 online services, and more than 200,000 users have joined the Spring Rain family health group, with an average of each family. There are 3.1 medical needs per month, of which pediatric related needs are the strongest, and more than 45% of contracted families have signed up for service after the expiration.
Zeng Baiyi said that the most touching thing about him is that Chun Yu has established a very long-term trust relationship with users through the family doctor. Many users will also seek help from health consultants when faced with trivial problems in family affairs. On the basis of building trust, the business model of family doctor services is ultimately not only the front-end payment, but also there are many opportunities for real-time realization of the back-end business.
At present, Dr. Chun Yu is also exploring and cooperating with the municipal government and the Health and Health Commission to promote the family doctor's model to the offline.
Building a nationwide Internet + hospital service network from online to offline
Two years ago, Dr. Chun Yu began to try to go offline, cooperate with offline medical institutions, and integrate online and offline. I hope that the user-centered thinking in the Internet concept can really affect the hospital and truly improve the patient. Experience.
Dr. Chun Yu tried to work with different hospitals and medical institutions to build an Internet hospital. Last year, we reached cooperation with some major hospitals. This year, we also made some private hospitals in Beijing, Hebei, Chongqing, Guizhou and Yunnan. The overall consultation volume and patient online volume have achieved initial results.
Zeng Baiyi shared two experiences of working with the hospital. He said that in order to achieve a good landing effect, it is first necessary to select hospitals with similar age groups, such as women's and children's hospitals. These hospital users have higher usage. Secondly, hospitals with more patients in the field, through the Internet for treatment, users get a stronger sense of use, more use.
Taking Hebei Yanda Hospital as an example, Dr. Chun Yu and Yanda Hospital have established the Yanda Internet diagnosis and treatment platform. In addition to the services outside the hospital, there are appointment registration, medical payment, online consultation, etc. Blood pressure service management system that specifically manages patients with hypertension. In Hebei Yanda Hospital, the frequency of use of the core functions of the Internet diagnosis and treatment platform can reach several hundred times per day, accounting for about 20% of the hospital's overall outpatient service.
Zeng Baiyi said that the core of cooperation with physical medical institutions is to provide doctors management, incentives and user operations to expand the radius of their patients. The core ability of Chunyu is the operational ability. If there are cases, there will be a hospital with a template to be convinced. Therefore, Chunyu adopted a deep-practice approach and eventually built a nationwide Internet + hospital service network.
Zeng Baiyi said that many hospitals are concerned about the issue of bringing patients to the Internet through the Internet, whether they can truly provide better services for patients, and help hospitals increase their income.
Therefore, for landing Internet hospitals, we must first carry out information construction. The second is to bring all the doctors of the partner entity hospitals online, provide them with auxiliary tools, and establish a complete mechanism to manage them. Finally, the operations team is enabled to go to the line to train doctors and teach them to use software and apps.
Dr. Chun Yu is currently doing a single-point Internet hospital, but the Internet's greatest ability lies in the long-distance connection, and it is constantly improving, and strives to provide more services to the hospital.
Zeng Boyi believes that the overall medical market is a separatist state, and no single company can occupy this market 100%.
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