Ping An promotes high-quality development of the home-based elderly care industry and takes the lead in formulating two group standards

Release time:Jun 13, 2024 13:18 PM

Ping An takes the lead in formulating two group standards to promote high-quality development of the home-based elderly care industry

The standardization of elderly care services has made further progress. Recently, two group standards, "Guidelines for Remote Butler Services for Home-based Elderly Care" and "Basic Functional Requirements for Home-based Elderly Care Service Platforms", jointly compiled by Ping An Life Insurance, Ping An Health and other units, were officially released and implemented after being reviewed by the China Association of Aging Industry. The launch of the two group standards has greatly improved the standardization of industry development, promoted industry service supervision, and improved the elderly care experience of the masses. Yang Zheng, Party Secretary and Chairman of Ping An Life Insurance, said that the launch of the group standards protects the consumer rights and interests of the elderly, saving the elderly time, and money.

Pain points of home-based elderly care: the level of industry standardization is still insufficient

According to the data from the National Health Commission, by 2035, the number of people aged 60 and above will exceed 400 million. Under the "9073" pension structure in my country, 90% of the elderly choose to live at home, and there is a huge demand for home-based elderly care services. Therefore, it is an urgent need to standardize home-based elderly care services to establish and improve the elderly care service system and improve the quality of life of the elderly at home.

At present, under the guidance of national policies, the standardization development in the field of home-based elderly care has achieved phased results, such as the first "national standard" issued by the Ministry of Civil Affairs in September last year - "Basic Specifications for Home-based Elderly Care Services", and the "Specifications for Home Care Services for the Elderly" issued by the Guangdong Provincial Department of Civil Affairs in May this year.

However, even though there are basic norms and regulations issued by governments at all levels as guidance, when it comes to specific service areas within the industry, there are still realities such as uneven service standards, and difficulty in unifying service processes and supervision standards. Some companies have formed their own set of management standard systems during their development, but their applicability has not been promoted, which is not conducive to promoting cooperation and exchanges among companies in the industry.

At the same time, due to the large differences in the physical conditions and verbal expression abilities of the elderly, it is difficult to scientifically and effectively evaluate the work quality of service personnel, and it is also difficult for service providers to scientifically assess the performance of service personnel, which in turn affects the elderly’s home-based elderly care service experience and service quality, and consumers’ rights and interests are difficult to be effectively protected.

In order to improve the quality and efficiency of industry services and enhance the happiness and sense of gain of the elderly, Ping An Life Insurance recently, in response to the pain points of insufficient standardization in the above-mentioned home-based elderly care industry, jointly with Ping An Health, Zhejiang University, Shenzhen University, Shenzhen Elderly Care Services Association, China Association of Aged Care Standardization and Evaluation Working Committee and other units, compiled the T/CSI0039-2024 "Guidelines for Remote Butler Services for Home-based Elderly Care" group standard and T/CSI0040-2024 "Basic Functional Requirements for Home-based Elderly Care Service Platform" group standard, which were reviewed and approved by the China Association of Aged Care Industry and officially released and implemented.

New branches added to the "tree" of home-based elderly care service standards

As a pioneer in the field of elderly care finance, Ping An of China has been committed to creating high-quality elderly care financial services. As early as 2021, Ping An started the construction of home-based elderly care services, and launched the "Ping An Butler" service brand in 2022, dedicated to providing more professional and caring elderly care services for the elderly.

"Making people live a happy life is the most important thing for the country. All sectors of society need to make great efforts to solve the difficulties and bottlenecks in ensuring that the elderly can be well cared for, and to improve the well-being of the elderly by innovating and optimizing elderly care services." Ma Mingzhe, Chairman of Ping An of China, once said.

It is reported that the two group standards compiled by Ping An Life Insurance this time are mainly aimed at the two pain points of home-based elderly care services, aiming to promote the standardized development of the industry and help add new branches to the "tree" of home-based elderly care service standards.

The first pain point is that there are a variety of institutions or platforms providing elderly care butler services on the market. "Remote butler" services have emerged, providing new solutions for home-based elderly care. However, there is no clear definition of remote butlers for home-based elderly care, and there is a lack of scientific and practical service standards and management requirements to regulate market behavior, improve the quality of remote butler services, and avoid disorderly competition and bad behavior.

The second pain point is that home-based elderly care services are gradually being operated in a platform-based manner. Platforms such as APPs and websites that provide home-based elderly care services are developing rapidly, but they lack basic platform function requirements for elderly customers, which is not conducive to the elderly obtaining home-based elderly care service resources more conveniently and comprehensively.

In response to pain point 1, the group standard "Guidelines for Remote Butler Services for Home-based Elderly Care" mainly addresses the issue from two aspects. First, it clarifies the connotation of butlers, standardizes the employment standards, basic requirements and service criteria for life butlers and doctor butlers, thereby raising the threshold for practitioners and ensuring service quality; second, it standardizes the content, service process and consultation and complaint handling of butler services, including the 7-step service coordination standard and the 3-level response system for intelligent alarms, further improving the closed loop of butler services and helping to protect user rights.

In addition, the "Guidelines" also set regulations on customer service evaluation and improvement, such as requiring remote butlers to be able to respond to service requests within 72 hours; the 72-hour case closure rate should not be less than 80%, and the complaint rate should not exceed 0.5%.

Industry insiders pointed out that the "Guidelines" standardized the terminology and definitions of remote butlers from a standard perspective for the first time, which not only filled the gap in the industry, but also laid the foundation for the subsequent realization of remote butler professional certification and the construction of national and industry standards.

In response to pain point two, the “Basic Functional Requirements for Home-based Elderly Care Service Platform” group standard clarifies the platform architecture, technical requirements, basic functions, platform operation and management of the home-based elderly care client.

Specifically, the "Requirements" standardize the standards for home-based elderly care service customer platforms in terms of functions, interfaces, icons, information prompts, and operations, and further clarify the requirements for platform design and functional development from the perspective of aging-friendly, making it easier for elderly customers to use. At the same time, it also clarifies the functional modules that home-based elderly care user platforms should have, especially the categories of services or products that should be listed in the service mall, enriching the social entertainment requirements of the platform.

The release and implementation of the above two group standards will help exert influence from the supply side, promote the improvement of the home-based elderly care service system, and better meet the needs of the elderly.

Accelerate the pace of innovation and strive to become the standard output party of the elderly care industry

Although my country's home-based elderly care industry has huge development potential, the entire industry is still in its early stages of development and urgently needs in-depth exploration and practice in terms of service standards and system construction. Improving and perfecting the home-based elderly care service standard system is an important innovative work that requires participants to have a deep understanding of the industry, keen observation, and great efforts.

As a leading company in the insurance industry, Ping An of China actively responds to national policies, takes meeting the actual needs of the people as its starting point, continuously deepens the strategic layout of "comprehensive financial medical care and elderly care", and is committed to providing customers with a "worry-free, time-saving and money-saving" wonderful life experience.

In a signed article in the People's Daily this year, Ma Mingzhe said that Ping An of China will continue to build a unique managed medical and elderly care service system. By setting standards, centralized procurement, and supervising services, it will achieve cost-effective services, build a strong service supervision and management system, and use professional services to make the lives of the elderly happier.

Recently, Ping An of China has also been accelerating its pace of innovation based on practice, and actively participating in and promoting the establishment of industry standards for elderly care services.

It is understood that in October last year, Ping An joined forces with multiple parties to launch the "nursing alliance" model for home-based elderly care, and worked with Peking University Medical Rehabilitation Hospital to jointly draft rehabilitation nursing group standards, aiming to clarify home-based rehabilitation nursing service agencies, service personnel, service processes and service content, and promote industry development.

At the end of March this year, Ping An further launched the "living-in-one" model for home-based elderly care, and joined hands with Professor Zhou Yanmin's team from Tsinghua University and other industry, academia and research parties to launch the "Guidelines for Renovating Home Environments to Fit the Elderly", providing assessment and renovation guidance for the seven major spaces in the house, helping home-based elderly-friendly services to move towards standardization, normalization and systematization.

Regarding the two group standards released and implemented this time, Yang Zheng, Party Secretary and Chairman of Ping An Life Insurance, said: From an industry perspective, the group standards will help to standardize the development of home-based elderly care services and platforms, and contribute to the high-quality development of the silver economy; from a customer perspective, it will help to protect customer rights and interests, and help customers enjoy a more worry-free, time-saving, and money-saving "three savings" service experience.

"Our participation in the formulation of the two group standards means that Ping An has been widely recognized by experts from all walks of life in the industry for the construction and application of home-based elderly care service platforms. It also spurs us to continue to move forward firmly towards the goal of exporting industry standards." Yang Zheng said that in the future the company will continue to work with all parties to further promote the standardization of the home-based elderly care industry and contribute Ping An's strength to meeting the challenges of an aging population and promoting social and economic development.

[Important Note]: The home-based elderly care services mentioned in this article are provided by Ping An Healthcare Internet Co., Ltd. and/or qualified third-party service providers. Paid service customers can purchase them on demand.

Ping An promotes high-quality development of the home-based elderly care industry and takes the lead in formulating two group standards

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