Introduction

 

Beyond the fundamental goal of "treating illnesses and saving lives", is it worthwhile to talk about experience in medical services? United Family Healthcare has answered this question with its 25 years of practice. What constitutes the true core competitiveness of healthcare beyond "treating diseases"? For high-net-worth families in China, the answer often lies in "trust" and "peace of mind". As one of China’s earliest high-end private medical groups providing international-standard medical services, United Family Healthcare has not only won the market with its technical strength, international medical team and high-quality equipment, but also built a unique brand barrier through systematic customer experience management, establishing itself as an industry benchmark for high-end medical service experience.

 

Brand Commitment: More Than Just Medical Treatment, But a Lifelong Health

Partner United Family Healthcare positions its core brand commitment as being a "lifelong health partner" — not only treating illnesses, but also safeguarding health. This commitment is reflected in the following aspects:

1. Extending medical services to cover prevention, health management and rehabilitation.

2. Transforming the user’s role from a "patient" to a "client", and further evolving into a "trusted family member".

3. Shifting the doctor-patient relationship from one of "information asymmetry" to a model of "proactive service + equal communication".

This represents not just an upgrade at the product level, but also the origin of its experience strategy.

 

 

 

Customer Insight: Identifying the Three Major Emotional Pain Points in High-End Healthcare

Through continuous research and customer interviews, United Family Healthcare has identified three prevalent "emotional pain points" experienced by high-net-worth clients in traditional medical services:

-Distrust  Many clients report that "doctors rush me out in just a few minutes", making it difficult for them to receive adequate attention and feel reassured. In response, United Family Healthcare has implemented an in-depth consultation system with a minimum duration of 30 minutes, ensuring that doctors have sufficient time to understand patients’ conditions and build communication and trust.

-Uncertainty   Clients often express concerns such as "not knowing who to turn to next time", indicating a lack of continuity in the doctor-patient relationship. To address this, United Family Healthcare has established a personal family doctor system and a health consultant mechanism, ensuring that clients always have someone to rely on and follow up with during their health management journey, thereby enhancing service sustainability and a sense of belonging.

-Insecurity  Especially when taking children for medical treatment, many parents find the process cumbersome and worry about high infection risks. To tackle this issue, United Family Healthcare has set up dedicated pediatric consultation areas, optimized low-infection flow routes, and created a warm and child-friendly pediatric medical environment, significantly improving the experience of children’s medical visits.

 

 

Moment of Truth (MOT) Management: Designing Five Highlight Experience Scenarios

 

Throughout the entire customer journey, United Family Healthcare focuses on five key scenarios and carries out refined experience design:

-First, during the pre-consultation waiting phase, the front desk staff take the initiative to greet clients and offer services such as coffee and light refreshments, creating a relaxed and comfortable first impression. This breaks the stereotype that "waiting in a hospital equals anxiety".

-Second, in the initial consultation reception process, the average consultation time with doctors is no less than 30 minutes, with continuous communication and explanation throughout. This allows clients to fully express their symptoms and receive transparent professional advice, strengthening their sense of security and trust.

-Third, during the family doctor service process, doctors not only take the initiative to follow up based on clients’ health conditions, but also conduct health check-ups via mini-programs or phone calls, realizing the continuity of doctor-patient relationships and the long-term maintenance of clients.

-Fourth, for pediatric clients, United Family Healthcare has set up play areas in consultation zones and adopted interactive treatment communication methods, helping children reduce their fear of medical environments and establishing a more positive emotional connection.

-Finally, during the COVID-19 pandemic, United Family Healthcare quickly adjusted its service processes, divided functional area flow routes, and introduced contactless consultation solutions. While ensuring the efficiency of medical services, it also greatly enhanced clients’ experience of epidemic prevention and safety.

 

These carefully designed highlight service moments not only improve customer satisfaction, but also effectively stimulate UGC sharing and word-of-mouth communication on social media, serving as a natural engine for brand growth.

 

 

Systematic Support: Organizational and Digital Mechanisms for Experience Implementation 

1. Organizational Mechanisms - Appointing a Chief Customer Experience Officer and establishing CX teams at branch hospitals. - Incorporating service experience standards into the performance evaluation of doctors and managers.

2. Digital Support - Achieving end-to-end digitalization of the medical journey, covering registration, diagnosis and treatment, follow-up consultation and return visits. - Collecting NPS, MOT scores and emotional feedback data through the customer experience platform to enable real-time closed-loop improvem

3. Employee Empowerment - Implementing a comprehensive service experience training system covering front-line staff in medical care, administration and cleaning services. - Hosting an annual "Best Experience Story" award to encourage front-line employees to proactively create "surprise moments".

 

 

 

Business Outcomes: Validating Experience-Driven Growth with Tangible Results

 

- Maintaining a Net Promoter Score (NPS) of over 70 for years, far exceeding the industry average.

- Achieving an annual repurchase rate of over 50% among member clients. - Generating a Lifetime Value (LTV) for family clients that is 3-5 times higher than that of non-member clients.

- Witnessing substantial growth in positive UGC on social platforms and a continuous rise in search volume on Xiaohongshu.

 

 

Conclusion

The Future Growth Paradigm of Healthcare: Experience is an Asset, Trust is a Barrier

In an increasingly homogeneous competitive landscape of high-end medical services, no matter how advanced the equipment or how strong the technology, they cannot replace the "peace of mind" that clients truly desire. With its systematic experience strategy, United Family Healthcare has transformed medical services from a model of "passive acceptance" to one of "proactive trust", elevating the doctor-patient relationship from functional collaboration to a value community built on long-term trust. It has proven through practice that in the healthcare industry, experience is no longer a trivial added bonus, but a core asset that fosters trust and drives growth.

 

For industry decision-makers engaged in "big health", "medical industry transformation" and "private medical operation", the real differentiation lies not in products, but in experience. The key to surviving cycles and achieving sustainable profitability in the future lies precisely in those seemingly "non-commercial" feelings and details.