Recently, the General Office of the State Council issued the "Opinions on Developing the Silver Economy and Improving the Well-being of the Elderly" (hereinafter referred to as the "Opinions"), which is also the first policy document named after the "Silver Economy" in the mainland, focusing on 4 aspects and focusing on 26 specific measures. According to the overall requirements of the "Opinions", in the future, the mainland should focus on cultivating high-tech products and high-quality service models, so that the elderly can share the fruits of development, enjoy a happy old age, and constantly realize the people's yearning for a better life.
As one of the largest high-quality medical care chain institutions in mainland China, Taikang Home has been at the forefront of the industry after years of exploration and development, whether it is its successful innovative business model, or the large-scale chain layout of the country, or the specific service practices such as dynamic elderly care, medical and elderly care integration, smart elderly care, and palliative care, Taikang Home has not only become a "golden signboard" of high-quality medical and elderly care services in mainland China, but also actively promoted the high-quality development of the silver economy.
The chain layout of 34 cities across the country has created a standardized and high-quality medical care service system
The "Opinions" clearly stated that it is necessary to further expand the supply of pension products, improve the level of service quality, accelerate the development of the scale, standardization, clustering and branding of the silver economy, focus on cultivating leading enterprises in the field of silver economy, and support the development of chains and groups.
National layout map of Taikang Home
As a national chain of high-quality medical care services known for its large-scale, full-function and international standards, Taikang Home has been "clustered" in 34 cities and 39 projects in key regions such as the Yangtze River Delta, Beijing-Tianjin-Hebei, Guangdong-Hong Kong-Macao Greater Bay Area, and Southwest China, of which 20 communities in 19 cities have been put into operation, and the number of residents has quickly exceeded 11,000, which has been unanimously favored and chosen by the elders all over the country.
In addition, according to the requirements of the "Opinions", it is necessary to vigorously carry out high-standard pilot actions and carry out standardized pilots in the field of pension services. In 2023, Taikang Home will have 7 senior care communities in the country put into operation one after another, and under the condition of continuous pressure on services, the satisfaction and net promoter score of Taikang Home Retirement Community have increased steadily, which has been highly recognized by the market and customers.
In fact, in terms of the construction of a standardized service system, Taikang Home established a cooperative relationship with the China Institute of Standardization as early as 2018, and actively explored the establishment of an enterprise-level service standard system that meets national standards in accordance with the policy requirements such as the "Guidelines for the Construction of Standard System for Elderly Care Services". Today, through a series of actions from standard construction, standard implementation to strong standard, Taikang Home has integrated and formed 3 categories, 37 sub-categories, and a total of 237 enterprise service and management standards, including general basic standards, service guarantee standards, and service provision standards, and has been successfully selected as the "2022 National Service Standardization Pilot Project", and has also explored a replicable standardization system construction model for domestic chain pension service enterprises.
For a long time, service quality has been the core competitiveness of Taikang Home to maintain long-term stability. After more than 9 years of exploration and practice, through continuous optimization and innovation of the service quality work system, Taikang Home will launch the "Service Quality 2.0" version in 2023, and successfully build the "1124" framework of the service quality management system: 1 governance structure - the establishment of the Taikang Home Service Quality Management Committee, 1 service culture - covering all formats of medical care and Kangning, 2 core teams - housekeeper team and nurse team, 4 support systems - standardization system, empowerment system, evaluation system, Honor system, through the effective management and continuous improvement of service quality, to create a "golden signboard" of Taikang Home.
The high-quality service of Taikang Home is well recognized by residents
Today, the high-standard service system built by Taikang Home in the country has not only been unanimously recognized by the residents and elders, but also officially recognized by the relevant national departments. Recently, Hubei Province and Liaoning Province respectively announced the "2023 List of Pension Institutions", and Wuhan Taikang Home Chu Yuan and Shenyang Taikang Home Shen Yuan were both rated as the highest level - Level 5. Previously, Taikang Home Yanyuan has been awarded the title of "Five-Star Pension Institution" in Beijing, and Taikang Home Yueyuan has been awarded the "Five-Star Pension Institution" in Guangdong Province twice.
Technology + elderly care, actively explore and upgrade the practice of smart medical care
It is worth mentioning that the "Opinions" also put forward specific requirements for the development of the smart pension industry: "Promote the integrated application of a new generation of information technology in institutional pension and other scenarios, and encourage the use of virtual reality and other technologies to carry out the display and experience of elderly products and services." In fact, in terms of actively exploring the practice of smart medical care, Taikang Home has been committed to building a smart medical care service system of "Taylor Smart Elderly Care Cloud Platform", "Digital Human + Community Brain" and "Smart Equipment + Robot" through data-driven, supported by informatization, digitalization and intelligent means.
Xiaotai smart audio
"Xiaotai Xiaotai, what's the weather like today?" "Xiaotai Xiaotai, what are you going to eat at the restaurant at noon today?" "Xiaotai Xiaotai, call the online family doctor"...... This is the daily dialogue between Aunt Feng, a resident of the third phase of Taikang Home Yanyuan, and the "Xiaotai Smart Speaker", and it is also a microcosm of Taikang residents "embracing" wisdom and enjoying old age. Now Aunt Feng's daily life starts with the greeting of "Xiaotai, good morning", she said, the appearance of Xiaotai speakers "changed my cognition and enriched my life". In September 2023, Taikang Home released a newly upgraded "Smart Community" product system, focusing on two core products: "Smart Housekeeper" and "Smart Operation". Zhang Huifeng, assistant president and chief operating officer of Taikang Home, introduced that the "smart housekeeper" closely focuses on the actual needs of the elders in the community, with Xiaotai smart speaker as the core product, and provides the elderly with a full range of 7*24 hours of online and offline services, covering eight core scenarios of safety, health, catering, residence, entertainment, social, sports, and public welfare, and more than 30 services. "When the elders are unwell or have falls, they can trigger the community emergency rescue process with a single call, which complements the rope alarm device in the elder's room. When the elders have health problems, they can call the online family doctor for a video consultation at any time. When elders need help in life, online butlers are ready to provide life assistance. Up to now, more than 200 "smart housekeepers" have been distributed in the third phase of Yanyuan, with an average daily user activity rate of 81%, an average daily use time of up to 70 minutes, a total of 18,000 voice interactions, and an average daily voice interaction of more than 200 times.
Adhering to the development concept of "innovation and sustainability", Taikang Home's smart medical care system has been continuously iteratively upgraded in exploration and practice. In the "Patent Ranking of China's Smart Elderly Care Enterprises (TOP30)" released by IPRdaily Chinese, a global intellectual property comprehensive information service provider, Taikang has been ranked first for two consecutive years, continuing to lead the high-quality development of the smart medical care industry in mainland China.
Actively promote innovative practices such as the integration of medical care and elderly care, palliative care, etc., to meet the diversified needs of healthy and elderly care
Health is the foundation of old age. At present, we have entered the era of longevity, and the long-term survival of everyone with illness will become the new normal. Accelerate the construction of rehabilitation hospitals and palliative care institutions, encourage the expansion of integrated medical and elderly care services, and promote the construction of age-friendly medical institutions. ”
As an innovative practitioner of the integration of medical care and elderly care, Taikang Home has built a rehabilitation hospital in the community through the model of "one community, one hospital", so that the concept of "integration of medical care and elderly care" has been perfectly presented in terms of physical distance, and residents can enjoy high-quality health care services at their doorstep, effectively solving the traditional problem of "not being able to care for the elderly in the hospital and not being able to see a doctor at home", which is also one of the most important factors that Taikang Home has always been favored by the elders all over the country.
"One Community, One Hospital" medical and elderly care integration model
Up to now, Taikang Home has put into operation 13 rehabilitation hospitals across the country, of which 12 rehabilitation hospitals have been included in the medical insurance designated medical institutions. Hospitals generally take geriatric medicine as the core, rehabilitation medicine as the feature, and health management as the focus, providing continuous integrated medical and health services such as "prevention, clinical diagnosis and treatment, and geriatric rehabilitation" for the elderly. Not only that, but behind each rehabilitation hospital will also be linked to the entire Taikang health ecosystem. Taikang's five major medical centers and more than 160 dental clinics across the country will become a strong backing for residents and provide all-round and multi-level medical security support.
High-quality diagnosis and treatment services, professional medical team, and a suitable medical environment for the elderly...... So that Taikang Home Rehabilitation Hospital has also become a representative sample of building age-friendly medical institutions in various places. At present, Beijing Taikang Yanyuan Rehabilitation Hospital, Shanghai Taikang Shenyuan Rehabilitation Hospital, Suzhou Taikang Wuyuan Rehabilitation Hospital, Wuhan Taikang Chuyuan Rehabilitation Hospital, Chengdu Taikang Shuyuan Hospital, Nanchang Taikang Home Ganyuan Rehabilitation Hospital, etc., have all been rated as "Age-friendly Medical Institutions", contributing to the healthy aging of local elders.
In addition, Taikang has also been actively promoting the development of palliative care in recent years. As an important part of Taikang's provision of medical care and health care services throughout the life cycle of medical care, Taikang Palliative Care has innovated to create a unique model - combined with Yangkang's unique long-chain system care service ecological foundation, to establish a hospice care professional service integrating palliative care, comfort care and humanistic care. In less than 3 years, the Taikang palliative care project has been put into operation in 9 cities across the country, with a total of 87 beds in operation and nearly 1,000 patients served, gradually exploring a road of palliative care development with Chinese characteristics.
The development of the silver economy is an important support for China's modernization, and it is also an important measure to improve people's livelihood and well-being and actively respond to the strategy of population aging. As the core backbone enterprise of the national people's livelihood project, Taikang should adhere to the ways and methods of the market economy, through the combination of virtual insurance and physical medical care and health care services, through the strong service system that combines virtual insurance with physical medical care and health care services, and use the ways and methods of the market economy to realize the great ideal of serving the people wholeheartedly, and contribute to the "Taikang Plan" to promote the high-quality development of the silver economy in the era of longevity.