On September 1, 2025, the seventh Meinian Onehealth Healthcare Holdings customer service day event was held at the Meizhi Clinic in Shanghai Health Intelligence Valley under the theme "Caring Service, Protecting Health." The executive team, including Chairman Yu Rong, Vice Chairman Guo Meiling, President Xu Tao, and Party Secretary Bian Guofu, worked on the front lines at various positions to provide meticulous and thoughtful services to health examination customers. During the event, Group President Xu Tao officially announced the "2025 Meinian Onehealth Customer Service Innovation and Upgrade Ten Major Measures." These ten measures are driven by AI technology as the core, spanning the entire health examination process and full health management cycle. Through digital intelligence, they reconstruct health service models to create more precise, efficient, and caring health service experiences for customers, making professional health management easily accessible.
As a leading enterprise in preventive medicine, Meinian Onehealth Healthcare Holdings has designated 2025 as the "Customer Service Experience Year," setting the first working day of each month as "Customer Service Day." During this period, group and regional subsidiary management teams participate in services at branch clinics, listening closely to customer voices and continuously optimizing service details. The ten measures released this time represent the core implementation results of this strategy, marking a comprehensive advancement toward standardization, digital intelligence, and refinement in services.
Ten Measures Reshape Health Service Ecosystem
First, providing personalized health examination service plans to make examinations more targeted Before examinations, through personalized assessment questionnaires, the system comprehensively analyzes customer information including gender, age, occupation, previous health data, and family health history to precisely identify health risks. Based on the "1+X" standard, it automatically generates personalized examination plans for customers. It supports the "professional basic package + flexible addition/deletion of items" combination model, truly achieving "one person, one plan" personalized examinations.
Second, precise pre-examination appointments for more efficient examinations Customers can complete quick appointments in 30 seconds by searching "Meinian Onehealth" on WeChat/Alipay mini-programs. The AI system analyzes customer flow in real-time and recommends optimal time slots. Customers can flexibly choose based on their schedules, effectively achieving staggered examinations, significantly saving time and improving experience efficiency.
Third, intelligent guidance during examinations for smoother experiences Relying on intelligent algorithms and data analysis, the examination guidance system dynamically plans optimal guidance routes based on customer appointment items, examination progress, and real-time traffic in various departments. This measure reasonably distributes crowds, avoiding long queues and making the examination process more efficient and comfortable.
Fourth, caring standardized services for greater customer peace of mind Continuously optimizing Standard Operating Procedures (SOPs) for all work positions at examination branches, requiring all medical and technical staff to strictly follow SOPs. Before examinations, proactively inform customers of operational procedures, steps, and physical sensations; during examinations, follow "three checks, seven confirmations" to verify customer information and adhere to the "announce and check" system, making every operation transparent and error-free for complete customer peace of mind.
Fifth, AI innovative products enhance screening accuracy while reducing customer economic burden Widely introducing AI technology, with key additions of AI "specialized, refined, distinctive, and innovative" product applications including "Brain Intelligence Plus," "Lung Nodule Tranquility," AI intelligent liver health management, and traditional Chinese medicine intelligent examinations. Upgrading capsule gastroscopy Pro version and expanding genetic testing product series. Leading the industry in conducting CT lung nodule AI-assisted screening and classification, significantly improving lung nodule detection rates. Through integrating AI coronary artery calcium scoring, AI bone density and other auxiliary identification, achieving chest CT "one scan, multiple screenings," both improving disease screening accuracy and efficiency while reducing customer economic burden.
Sixth, launching "AI intelligence + professional doctor" dual report interpretation After completing routine examination items, customers receive examination reports within 2 working days and enjoy "AI intelligent interpretation + professional doctor one-on-one phone interpretation" dual services. AI intelligent interpretation helps customers quickly grasp preliminary, precise digital health analysis; professional doctor one-on-one phone interpretation provides detailed Q&A, abnormal indicator analysis, and other in-depth content. Group customers can also schedule on-site team report interpretation and face-to-face one-on-one health consultation services.
Seventh, systematic management of important abnormal results Based on national standards, combined with customer actual conditions, additional Class A and B important abnormal indicator standards are added. Regional companies supplement local important abnormal Class C standards according to local disease spectrums, further expanding management scope and improving precision. Management systems and standards have been upgraded three times based on disease spectrum changes and latest clinical guidelines. For important abnormal results, strictly implement the "six requirements": timely notification, appropriate handling, thorough tracking, result-oriented intervention, resource utilization, and complete feedback, providing customers with referral platforms, medical green channels, precise medical care, and other caring services.
Eighth, launching innovative health management projects including weight loss and metabolism management In health management, continuously launching AI technology-driven "specialized, refined, distinctive, and innovative" products and characteristic health management tools. In 2025, collaborating with Chinese Academy of Engineering Academician and Shanghai Diabetes Institute Director Professor Jia Weiping and Shanghai Tenth People's Hospital Endocrinology and Metabolism Department Director Professor Qu Shen, introducing latest weight loss medications semaglutide and tirzepatide. Using AI intelligent systems to build an intelligent "three-doctor co-management" system (clinical physicians, health management specialists, clinical nutritionists) for precise personalized management of customer blood glucose and weight.
Ninth, providing comprehensive services covering "examination-management-medical-insurance" Customer-demand oriented, expanding post-examination value-added services, launching "examination + health management + commercial insurance" comprehensive service solutions. The wholly-owned insurance brokerage subsidiary focuses on customer pain points, providing customized protection and services, such as "abnormal indicator re-examination fund," reimbursing up to 200 yuan for public hospital re-examination costs for customers with abnormal examination indicators; "Examination Worry-Free" million hospitalization insurance, covering hospitalization costs for various nodules and general pre-existing conditions, with 1-year coverage period and maximum payout of 1 million yuan, plus full medical assistance disease case management value-added services.
Tenth, accelerating deep AI technology empowerment to promote affordable health screening Using the health management vertical medical large model "Health Xiaomei" as the core foundation, deeply empowering the entire examination process through series AI intelligent applications, optimizing service costs, breaking the "impossible triangle" of "high quality, low cost, accessibility" in medical health fields, redefining affordable examination content, allowing more customers to enjoy professional, precise, efficient health risk screening and health management at affordable prices, truly achieving "affordable examinations," "accurate examinations," and "post-examination care."
Meinian Onehealth Chairman Yu Rong stated: "The ten measures are not only iterations of technology and services, but also deepening of the 'customer-centered' philosophy. Behind this is our recognition of 56,000 Meinian employees' day-to-day adherence to medical mission, and our response to customers' unwavering trust. From 30-second quick appointments, AI intelligent guidance to 'examination-management-medical-insurance' full-chain protection, every detail carries the promise of '2-hour examination, 365-day service.' In the future, 'Customer Service Day' will continue regularly, with management continuously rooted in frontlines listening to real voices. We will use digital intelligence to solidify full-cycle health management closed loops, transforming 'affordable examinations, accurate examinations, post-examination care' from promises to genuine experiences, protecting health with professionalism and warmth."
On the event day, customers responded enthusiastically to measures such as AI intelligent guidance and personalized packages, with many expressing they "felt the transformation from procedural service to caring protection." This customer service day event demonstrates Meinian Onehealth's determination to lead industry service upgrades. In the future, the group will continue using AI technology to empower health services, contributing more strength to the implementation of the "Healthy China" strategy.
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