With Love and Responsibility, Stay with Thousands of Diabetes Every Day

    “Hello, Sinocare, how can I help you?” As the phone rang, a smiling young lady responded immediately with a clear and friendly voice.   The phone rings hundreds or even thousands of times every day, and it has been lasting since 2005, that is, the third year after the foundation of the company. For every answer, there is a customer service staff who listens carefully and gives explanations patiently, and the service team who provides silent support has developed from one member at the very first to 53 people.   Over the past 17 years, Sinocare customer service staff has served tens of millions of users, with a satisfaction rate of 99.3%, and won numerous honors, such as the Excellent Service Team of 2017 and the Best Service Team of 2020.The service work is not only piecemeal and cumbersome, like dealing with daily chores, but also very tense and full of pressure, just like on the battlefield. In this ordinary position, every customer service staff devotes their love and responsibility to building a heaven for users with a “sense of security”. Besides, many touching stories happened these years.   No matter how many times customers have broken our hearts, we will always treat them like our first love Yao Wei joined the customer service department in July 2013. She has taken this position for over 9 years and is still enthusiastic and energetic. There has been a famous saying in the customer service department: “No matter how many times customers have broken our hearts, we will always treat them like our first love”, which means we practice customer-oriented philosophy, and we are obliged to address everything important for customers. We will make every effort to solve problems for customers when they think they have concerns. We all have to “love” our customers and care about them as we “love” our first love, which is our attitude and mindset!   “Then, how can we manage to treat customers like our first loveno matter how many times they have broken our hearts?” Yao Wei thought it over and believed that treating customers is just like when we are chasing a girl. Let's see how she handles it. Conversation 1—Customer consulting test strips   Customer service: Hello, Sinocare, how can I help you?   Customer: Hey, Sinocare, I want to buy some test strips, could you please send me a box of them?   Customer service: OK, Sir, do you have any instruments with you? Let me help you check which blood glucose meter it is.   Customer: It is a Sinocare device.   Customer service: Sorry, Sir, Sinocare is the brand name of our company, and our company has many different models of glucometers on which test strips cannot be shared.   Customer: It is just Sinocare, why are you so difficult? (“Snap”, the customer hangs up) Although differentiated names of the brand name and the instrument are provided on the packaging of test strips, sometimes the customer is anxious and does not give enough accurate information in the conversation, which is common to see in our work. In this case, we have the responsibility to call the customer again to help him solve the problem and get the product successfully. Then we come into the next round of communication.   Conversation 2—Verifying the model of test strips   Customer service: Hello, sir, may I ask if you have the glucometer or the instruction manual by your hand? Does it say safe or safe code-free blood glucose meter or other instruments?   Customer: It says safe code-free blood glucose meter.   Customer service: OK, thank you for your cooperation. I got it. Could you please provide your specific address so that I can find the nearest pharmacy for you and give you its contact information, then you can call the pharmacy to make a purchase, is that OK for you? Customer: OK, thanks, sorry for the trouble.   For our customer service staff, we need to accept and understand customers' emotions, attentively listen to and patiently answer them; while it is a test for us to improve our capability by solving problems with wisdom and being professional and service-oriented. “We will always treat customers like our first loveno matter how many times they have broken our hearts”, it is not only a kind of mindset development but also a demonstration of our professional and excellent image as required by our great products. The number of customers has been increasing yearly, and we have also been growing. We hope to have long-term “love” and maintain a long-lasting relationship with our customers.  One can also reap achievements and surprises on ordinary posts    Huang Lan joined the user center in 2013. Looking back on the past of serving users, what she feels most is that she can have many surprising moments even in an ordinary position. Her job was to call back customers who purchased blood glucose meters to see how they used the instruments when she came to work in the customer service department on the first day.   She made the first call with worries: “Hello, this is the customer service department for the Sinocare glucose meter. I’m just calling for after-sales. May I ask if you are satisfied with the operation of the Sinocare Blood Glucose Meter you bought at the Great Forest Pharmacy?” Then a hearty and kind voice came out of the phone: “ Oh, Sinocare, the one we bought at the Great Forest Pharmacy works very well. I appreciate your call back to ask, sweet girl. Thank you so much, I really appreciate your excellent service!”   Just at that moment, all Huang Lan's worries were dispelled and she switched back into a perfect mood. It is excellent to feel recognized by customers, needed by society and thus accumulate a strong sense of value. Another example is that she once received a call from a customer in Changsha asking for guidance as he didn't know how to operate the Sinocare blood glucose meter. As the older man has poor hearing, Huang Lan tried four or five times on the phone at the highest volume before getting him to understand how to use the blood glucose meter. She was so relieved the moment when she heard his positive feedback. At the end of the call, he asked whether Sinocare was in Changsha, and he would like to invite Miss Huang to visit his family at her convenience as they live in Tianxin District, Changsha, Hunan Province. Although she declined, she felt so warm in her heart.   Huang Lan recalled that a predecessor once had asked her during an interview if she would feel like a loser when being only an ordinary employee for her whole life. “No, there is no distinction between high and low occupations. As long as it is an industry needed by this society, it is a great cause.” Huang Lan said firmly. For the customer service that Huang Lan is working for now, being able to solve all kinds of problems raised by customers and embracing surprises and a sense of accomplishment is enough to make her feel happy as always. Though it is an ordinary position in the eyes of peers, it may be a “savior” and “hope” for customers who seek help.        It is fantastic to be moved by users as we go in both directions   Xia Jing joined the customer service team in 2022. She always takes her as the one who sowed love serving users, but it is proven that the users on the other end of the phone also gave her many touches with love. There’s an elderly in his 80s. He called for the Sinocare Safe+ blood glucose meter he bought for the first time. He encountered some difficulties in operation and was not satisfied during the phone communication, and then he proposed to add a WeChat account to ask for guidance on the operation of the instrument.   When she first added the older man as a WeChat friend, she just regarded him as an ordinary user, but later found in the communication that everything was quite different from what she thought. As it is not easy for the older man to type and speak through WeChat, Xia Jing used video calls to instruct him to use the blood glucose meter. During the video conversation, she realized that the older man was learning how to operate the blood glucose meter for his wife instead of testing for himself.   The older man carefully followed her instructions step by step on the small screen. He was slow and a little “clumsy”, but always patient and gentle. He also politely explained that he was too old to move fast and asked for Xia Jing’s understanding. Xia Jing replied immediately: “It's OK, take it easy! It’s easy to operate this blood glucose meter and you will learn it soon.” Standing by his wife, the older man took the test strips from here and picked the alcohol cotton from there, then carefully disinfected her fingers. From installing the blood lancet and taking blood samples to check the test results, the old nanny just sat in the chairs, being cared for like a little princess.   Just imagine the view, it feels full of romance and love! Not to mention that Xia Jing had witnessed the whole process with her own eyes. The older man's love and care for his spouse made her truly understand the meaning of the sentence “every test is love”! Because of these loving users, she has a new understanding and impression of her occupation. A small blood glucose meter is not only a “supervisor” for diabetes to monitor their blood sugar but also a “helper” for family members to express love.   From this seemingly ordinary customer service, she understands that it is never unilaterally solving users’ problems but to win trust, respect and a sense of accomplishment in customer service, and more deeply felt the most simple love from users. Every year, the customer service department receives hundreds of letters from customers all over the country, telling their experience in using Sinocare blood glucose meters, expressing their recognition and gratitude to Sinocare and the customer service staff, and also putting forward pertinent suggestions, all of which condense the joint efforts of all Sinocare people. As one of the bridges connecting the company and users, the customer service team will continue to shoulder the heavy responsibility, move forward with love and determination, and spread the warmth.   “We have stayed side by side and moved forward among trials and hardships for 20 years. I wish the company to forge ahead with persistent efforts, being pioneering and innovative, and make more achievements!” said Zhu Jie, a senior staff who have been joined the company for 19 years and worked in the customer service department for 10 years, delivering a blessing speech on the 20th anniversary to encourage all customer service staff to make progress together and write a lifelong growth story with love!  

Love and Technology Make Health Management Warmer for Chronic Diseases.

  In July 2004, the 2-year-old Sinocare launched its first product - the SXT-1 blood glucose meter, of which Li Shaobo, Chairman, still keeps a sample in his office and he will share the story about the birth of the product and the corporate with happiness whenever a friend or business partner visits and notices it.   "I started my business twenty years ago. My friends take me as an entrepreneur, but I am the one selling blood glucose meters. Initially, I just wanted to help popularize blood glucose meters in China, making them affordable and accessible for Chinese diabetics. For now, I am so proud that Sinocare blood glucose meters are welcomed by Chinese users and have been sold to 135 countries and regions worldwide. That is, we have influenced millions of diabetics in the development of the blood glucose industry." said Li Shaobo proudly.   Not far from his office, there is a clock with Sinocare testing products as the time scale in Sinocare Wenxuan Bookstore and Sinocare Health Bookstore. On the milestoned clock, a black instrument with double test strip sockets was put at the 12-clock position, which is the first Sinocare uric acid tester EA-11, and it tells another story for its birth.   “Testing uric acid like blood glucose”   Sinocare uric acid tester was developed as Li Shaobo wished to "enable people to test uric acid just like blood glucose anytime and anywhere." A decade after his startup, Li Shaobo and his team discovered the uric acid testing demand in the Chinese market: As people became affluent, their lifestyle and dietary structure changed, and the population with high uric acid incidence got larger and larger and younger and younger. "People with high uric acid will develop into gout, which attacks people just as its name sounds like, bringing unbearable pain and ache. Some patients describe it as the pain when being bitten. Many people around me have no idea about their uric acid status until the gout attacks. For this reason, I wanted to make a product for uric acid testing at home. That is, uric acid testing can be done in daily life. People can quickly and easily test their uric acid, whether at work, studying, or even after dining out with friends, boiling hot spots and drinking beers to learn their physical condition and care more about their health and family.”   In 2011, Sinocare launched the first licensed uric acid tester EA-11, in which "11" was taken from 2011. For its release, the research and development were started in 2009. Ten years later (in 2019), Sinocare began to develop upgraded uric acid products, and UA-I was launched in August 2022.   "Given that more and more younger people become uric acid users, our newly released uric acid tester has a look with a stronger sense of technology. It is added with "non-inductive Bluetooth" for digital uric acid testing and to provide users with high uric acid health management solutions. Besides, given that about 25% of people with diabetes have high uric acid, our company wants diabetic users to prick their fingers once for blood glucose and uric acid testing. Our company keeps this one-tester-for-two-tests feature to ease people with fewer times for pricking their fingers and less pain.” Peng Xielan, Sinocare product manager, talks about uric acid testers he is in charge of with great familiarity. One tester for both blood glucose and uric acid and with data connection for uric acid health management through the Internet is the feature that Sinocare offers now and will continue to upgrade.   "No liberty is for more freedom"   When it comes to the word "management", many people are prone to resentment, but Li Shaobo takes management as an expression of love. "For example, when we drink and smoke or don't wear more clothes in cold weather, our family members are the ones who give us the most advice and reprimands, which often make us not moved but uncomfortable at first. If we are over-managed, some family conflicts may arise. Likely, everyone wants to eat and drink as they like, but this seemingly free and unfettered lifestyle poses a great challenge to their health. Therefore, we must accept some proper 'management' if we want to live healthy and happy lives.   Li Shaobo also has a lot of experience being "managed" as he has been convinced by Li Xinyi, assistant to the chairman and his daughter, to eat less to keep a low uric acid. For this, he felt cared for at the beginning but later disliked the “gabbling” out of concern after he was reminded too many times. In this regard, he made a self-reflection: "We always leave the worst temper to our most loved in life, including the worsening body, but those things that are easily overlooked are exactly the most precious existence in our life. Therefore, we need to make some proactive changes and develop the habit of self-discipline. We have to learn self-management before bringing in family members to make "management" more interesting, and then it won't be so boring as you are doing interesting things."   Seeing his father's change from resisting to accepting "management", Li Xinyi couldn't help feeling: "It is interesting to do business in the health industry, and it is also very interesting to do health management. You can help yourself, and your family keeps healthy, and I believe this is the thing that everyone cares about."   “The horrible part is knowing nothing."   Dr. Hiroshi Nakajima, former Director-General of the World Health Organization once said: "Many people do not die of diseases but ignorance. As long as preventive measures are taken, the number of deaths can be reduced by half." The importance of "early detection, intervention and treatment" is self-evident. Chronic disease management needs long-term data accumulation. With more concentrated data for accurate analysis, our company can provide more valuable medical advice and even achieve "prevention before disease onset."   For this purpose, Sinocare has also developed a unique digital intelligent management platform for chronic diseases while continuously innovating and developing intelligent testing equipment, which can provide a complete closed loop of management by "collecting data, establishing health records and making excellent monitoring - using health record data for health risk assessment - conducting targeted health guidance interventions based on the health risk assessment - dynamic follow-up and assessment and adjustment based on results therefrom”.   Besides, Sinocare has a professional diabetes-specialized Internet hospital and a team of specialist doctors in Beijing and Changsha - Sinocare Jianheng Diabetes Clinic (Beijing) and Sinocare Health Diabetes Clinic, as well as a health management team of more than 150 people. A "Five-division co-management" of chronic diseases model has been created: Specialists to make the diagnosis, treatment and manage the plan, health managers, nutritionists, exercisers and psychological counselors to help execute the plan under the guidance of doctors, e.g., to provide chronic disease health risk assessment, health education and lifestyle intervention for patients with bad behaviors and follow-up.   Talking about the original intention of developing professional diabetes management services, Li Xinyi shared a short story: one of her relatives was diagnosed with type 2 diabetes during a physical examination two years ago. He was very anxious and nervous after learning the diagnosis, but with no motivation to control his blood glucose as he has little awareness of the hazards of diabetes complications. He didn't realize the importance of blood glucose control until he discovered that someone close to him had cardiovascular and cerebrovascular complications due to long-term high blood glucose levels.   "From the very beginning, he taught himself diabetes knowledge and took blood glucose control as "eating less", which led to unstable blood glucose control and worsening conditions; later, he participated in the sugar control training camp organized by Sinocare and systematically learned the knowledge of sugar control and how to use it. Now, he is very satisfied with his blood glucose control. When dining out, he will take pictures of the food to eat being picked up with a dining plate and send them to a Sinocare health manager to ask for dietary guidance. He almost has every meal with professional guidance. It is easy to do in this way and also brings good experience." Li Xinyi was also very happy to see this relative has gradually "controlled" his blood glucose.   Li Xinyi was also very happy to see this relative has gradually "controlled" his blood glucose. From knowing nothing after being diagnosed to staying in "peaceful coexistence" with diabetes, the said patient sighed: "As a matter of fact, getting diabetes is not horrible. It just allows you to choose a healthier lifestyle." Yes, "it's not horrible to get sick, but the horrible part is knowing nothing". The key lies in early detection, early diagnosis, early intervention and early treatment, especially for the management of chronic diseases.   “Every test is about love” More and more studies have confirmed that lifestyle intervention   is one of the most effective ways to manage chronic diseases. Still, it is also a most difficult thing for people to develop and stick to a healthy lifestyle. "This is what we often say easier said than done, and it is essential to accept "being managed". "Li Shaobo stressed. Therefore, Sinocare is committed to customizing personalized solutions based on users' individual conditions for better compliance, subtly producing positive effects in life and helping users develop self-health management habits. In this way, users can keep stable metabolic indicators such as blood glucose, uric acid, blood pressure, and blood lipids for a long time, with less occurrence of complications and later and even no development of diseases.   To make more users accept "being managed", Sinocare has carried out various live streaming events regularly since 2019, e.g., the themed live streaming on "World Gout Day" on April 20 every year and benefits offering live-streaming in cooperation with Tmall Health and JD Health during the Double 11 promotion (China's biggest shopping festival). What’s more, the "Talking about Sugar by Sinocare" diabetes education platform was established to guide users to pay attention to the learning of diabetes knowledge when they are learning about multi-indicator testing products for chronic diseases.     It is worth mentioning that Sinocare holds "Closer to Users" activities every year: directors and employees at a higher level join the live streaming, and employees in different positions engage in e-commerce delivery and packaging for logistics. "These activities make our employees closer to our products and understand our terminals and user requirements, and our company improves our products and services through contact with users and their feedback. Similarly, bringing bosses and directors in the live streaming is not to highlight their position, but to accept more trust and needs with the identity and to be closer to users' hearts." Li Xinyi introduced.   Today, chronic diseases have become a major public health issue that seriously affects the health of Chinese residents and the economic and social development of the country. Therefore, it is our responsibility and mission to accelerate the "specialized, standardized, and scientific" management of chronic diseases in China and make contributions to "Healthy China 2030".Just like the slogan "Every test is about love" advocates, Sinocare wants to make products that reassure users and hopes to make the public attach more importance to their health with better awareness of preventing diseases and complications and practice early awareness and early control.   "This is the value of the existence of an enterprise. It is our mission and also every Sinocare people’s direction of work to help patients with diabetes and other chronic diseases to improve their quality of life. Sinocare hopes everyone will care about their health and love themselves, their family, and others. When you are healthy, it is the best love for your family." Li Shaobo wished.   Sinocare Diabetes Foundation once helped a person with type 1 diabetes who grew from a timid and withdrawn girl into a confident woman in a happy marriage because of love. She was diagnosed with diabetes at the age of 14 and had been worrying about being discriminated against, even more anxious and fussing over the issue after meeting the boy attractive to her. Fortunately, the boy took the initiative to confess to her when she was still building her courage, comforted and encouraged her, and often helped her with blood glucose testing and the little things for care in blood glucose control in life. As with love, she understands the meaning of "every test is about love": it’s not just the care of her spouse but also her responsibility and sense of contributing to their relationship and family.   Sinocare can't give diabetes friends tender and sweet love like their spouses. Still, our company always stays by their side, protecting their health and providing tools, knowledge, and services for scientific prevention and control of diabetes and other chronic diseases worldwide. "I hope we can enjoy a healthy and happy life with our families when we are 80 or even 100 years old!" Li Shaobo is looking forward to it.  

Bearing the Ambition of a Student, Gathering Gleams into Rays of Lights

Li Xinyi, gentle but determined, has grown with Sinocare for 20 years   In 2013, Li Xinyi drew up a blueprint in her last leadership class at the university: to make a Chinese blood glucose meter company step into the top five ranks in the world in the coming five years. To hand over this class assignment, she mentioned Sinocare Inc. (Sinocare for short), founded by her father, Li Shaobo, in 2002 and went public in 2012.   In 2016, as the assistant to the chairman, she engaged in and witnessed the merger of two U.S. companies, making Sinocare become the fifth-largest blood glucose meter company in the world. The armchair strategist in the student days has become a ranger to lead the way by shouldering responsibilities and having passion.   A seed of the dream   When Li Xinyi was young, she only knew Sinocare was her father's enterprise that involved his painstaking efforts and existed like her "brother or sister". When she was a junior school student, she always went to visit every corner of the corporate during her off-school time, being curious about everything in the laboratory and production workshops. In that small laboratory, she received her first salary in her life - 13.5 yuan for washing test tubes.   In 2009, Li Xinyi went to the United States alone to study international trade. When she returned to China during the holidays, she worked as an intern in the International Sales Department to make further "intimate contact" with the company. From a conversation with a college classmate, she began understanding her father's original intention of founding the company.   "I studied nutrition as an elective course in college. A U.S. student majoring in nursing once asked me why I chose it as it is far from international trade. I told her this was because my father is running a company committed to helping people with diabetes. To my surprise, she told me very unaffectedly that she has type 1 diabetes." Her knowledge and calm attitude towards diabetes reminded Li Xinyi of the opposite situation in China as high incidence, low awareness rate, low discovery rate, and low sugar control rate are seen among diabetics.   As a result, her father's "dream of diabetes management" gradually emerged from the pretty girl’s childhood memories, and she began to understand his father's dedication to realizing the "early prevention, early detection, and early intervention" of diabetes in China. After graduating from the university, she chose to work and study at the Juvenile Diabetes Research Foundation (JDRF). Founded in 1970, the nonprofit organization funds researches on type 1 diabetes, provides extensive community and rights activists services to people with type 1 diabetes, and advocates for regulations that favor medical research and the discovery of new treatments and the approval of drugs.   After Sinocare entered the global leading camp of blood glucose meters, Li Xinyi "encountered" Sinocare products in Times Square, New York   "My work experience in JDRF helps me understand that the awareness of diabetes in the United States is much higher than that in China. Since the United States improved its awareness rate through popularization and education, Sinocare can help popularize blood glucose meters and improve the effectiveness of self-blood glucose management of diabetics in China by "allowing every Chinese diabetic to have a blood glucose meter." Unknowingly, the same dream was rooted in Li Xinyi's heart.   A Journey of the Brave   Having set her goals, Li Xinyi resigned from JDRF and returned to China to join Sinocare. It was in December 2014 when Sinocare moved to the new location, an independent industrial park, on Guyuan Road in Changsha High-tech Zone as it saw 2-years of steady business growth after being listed. The brand-new corporate greeted her with the first cross-border M&A negotiation. For six months, she had been in all-night meetings and maintained a state of mental tension all the time as intense negotiations went on every day. However, her wholehearted devotion did not bring the expected results, and the M&A failed. Instead of being upset, she reflected on the case: "We have learned the advantages of other companies in this process, and we also get to know it is more meaningful to give up than to persist blindly when we have to make some choices. As a blood glucose meter company rooted in China, Sinocare needs more planned and holistic growth if we want to go global.”   In 2018, Li Xinyi (the third from the left in the front row), Li Shaobo (the third from the right in the front row), and the Sinocare team went to the United States to negotiate the acquisition of Johnson & Johnson's diabetes business Later, Li Xinyi started a half-year tour of the Chinese market. From south to north, she has set foot in 23 provinces, 4 autonomous regions, and 4 municipalities. Wherever she went, she assumed the user role of communicating with local salespersons and pharmacy clerks, collecting problems and facing actual user requirements. When the trip ended, she returned to the headquarters in Changsha with more than 300 problems and summarized them into 60 for communication and resolution at the business meeting one by one.   Bearing in mind “facing up to and solving a problem whenever it occurs", Li Xinyi, who humbly believes that she is "not courageous enough", showed her great courage in taking over the marketing in 2018: "I took up this challenge without hesitation, though I was not fully prepared. Later I began to think about how to start from our long-term interests instead of being confined to the present." She had taken the pressure of poor growth on data in the short run when she made the decision not to base on data growth and led Sinocare to a user-centered development path as guided by her expectations, which fits with the enterprise mission of "providing superior products and services for patients with chronic diseases like diabetes and helping them improve their quality of life". From managing the design at the beginning to the brand and marketing later, Li Xinyi’s believes different jobs are of the same nature, although she leads a team with completely different duties: “Brand management and the design aim to establish a brand image and convey to users that Sinocare is a company committed to the health management of diabetes and other chronic diseases. Sinocare's marketing team is also positioned as a "health consultant" and "education advisor" to provide products and services for people with diabetes and other chronic diseases in an all-around way. " Being a new helm of Sinocare is undoubtedly enviable for others, but there are not always flowers and cheers along the way as people imagine. For Li Xinyi, it has more significance in overcoming all obstacles and moving forward.   Becoming the shining beam of light   " I grew up with Sinocare, and Sinocare grows with me." When Sinocare develops and grows, Li Xinyi has been sparing no effort but preoccupied with something else: hope to establish a public welfare foundation for diabetes.   Li Xinyi is a volunteer with long-time service history. As the Hunan Honghui Education Development Foundation (“Honghui Foundation”) focusing on rural education was launched in 2008, Li Shaobo, co-founder and vice chairman, presented in some charity activities, and his practice drove his family to join. Li Xinyi was deeply moved during face-to-face contact with rural children: "These children can't choose their birthplace and family, but they are not burdened by it and still strive to pursue their dreams with hope."   After studying in the United States, the "confession" of a classmate with type 1 diabetes and the work experience at JDRF reminded Li Xinyi of the rural children he had been in contact with: "Type 1 diabetes mostly occurs among teenagers, and those children cannot choose to have it or not. I hope that diabetes education will be popularized in society and people will correctly understand diabetes. Besides, they can live a happy and healthy life like those rural children who are chasing their dreams and freely talk about diabetes they have like my classmate without worrying."   In January 2019, with the mission of "helping people with diabetes live a happy and healthy life through education and innovation", Li Xinyi united Li Shaobo, Cai Xiaohua, and Sinocare had registered and established the first foundation for diabetic groups in mainland China- Sinocare Diabetes Foundation (“Sinocare Foundation”), who advocates "caring for diabetics together".   Over the past three years, Sinocare Foundation has provided psychological services, diabetes knowledge training and peer support for newly diagnosed patients with type 1 diabetes, and basic economic support for families of patients with type 1 diabetes who are in financial difficulties; It worked with many Chinese hospitals and volunteers from all over the world and hold a variety of summer camps and patient education activities; It also called on well-known news media to jointly popularize diabetes knowledge and published a comic book about type 1 diabetes "Who Took my Insulin", etc. Volunteers from Sinocare Foundation painted a picture scroll with children with type 1 diabetes   On Children's Day in 2021, Sinocare Foundation and the Second Xiangya Hospital of Central South University co-produced and released the first science animation about type 1 diabetes Sweet Diary. This cartoon explains "what is type 1 diabetes?", "How to use insulin?", "how to better control blood glucose in school?" and other common questions for people with type 1 diabetes to face in life. A smart, cute and eccentric AI elf "Tang Xiaochao (Little Glueclose Superman)" was created and sprang out to give prompt help and answers whenever the type 1 diabetic protagonist encounters a problem in the cartoon.   "It is difficult for children to understand popular science content, so we just explain type 1 diabetes through simple and interesting animations, helping them understand and learn about diabetes entertainingly." Giving charity with empathy, Li Xinyi hopes she can cover everything.   Leonard Cohen wrote in "the Ode": "There are cracks in everything, and they are where the light comes in." Only with cracks can there be light entering, and only then can we look forward to the existence of light. The gleam of Sinocare Foundation is illuminating the health dreams of more children with type 1 diabetes.   "A Young person" who keeps walking   The Little Mermaid is her favorite Disney animation character. "She knows what she wants to become and what she wants to achieve in the end. She is a character with a strong sense of goals. Of course, she is also beautiful." Li Xin said with a smile.   Li Xinyi was overwhelmed as she had been shouldering the weight of the dreams of two generations early on. Whenever it occurs, she puts aside her work for the moment and stays with her beloved Disney and Lego. If what she gained from Disney is childlike innocence and happiness, then what she gained from Lego is calmness and persistence, as well as a slight sense of accomplishment in constantly completing Lego works, all of which gave her the courage to move forward and the joy of looking back at ease.   After a proper "blank" period, Li Xinyi, who returned to work, set off again with ease and energy, and she hopes that Sinocare will always maintain a "young" status: "Enterprises must have ambitions and realize their social value in addition to corporate value. Sinocare has never been a company that is content with the status quo and sticks to the established rules. Because of the thousands of employees joining and kept motivated, Sinocare has been able to maintain its vitality."   Li Xinyi, who recalled the past, was very touched at the Sinocare 20th Anniversary Ceremony In 2022, Sinocare will be 20 years old, and Li Xinyi will also "Unlocked" her new role as a mother. She named her daughter Li Nuona, who was born on Sinocare’s 20th anniversary, hoping the little girl would "maintain the enthusiasm of shouting and become the person she wanted to be" just like what she received from her parents.   The business planning blueprint of her student days has been realized ahead of schedule. Li Xinyi and the "young" Sinocare are still on the road to pursuing their dreams: "I hope that Sinocare will develop into a company that brings benefits to mankind. Just like our vision changes from "being a driver in popularizing blood glucose meter in China” at the beginning to "becoming a leading diabetes management specialist in the world” today, we hope that people with diabetes can live a happy and healthy life. I will work toward this goal together with Sinocare! "

Sweet Diary : made for love

“Since no one has done this, let’s do it.”          Speaking of the animation Sweet Diary, it was born out of the resolute words given by Li Xinyi, Chairman of Sinocare Diabetes Foundation, "Since no one has done this, let's do it", which is heartwarming and powerful.   In 2022, we learned by chance that a dental disease prevention and treatment institution in China produced a cartoon about dental disease prevention and treatment and won the second prize for the National Progress in Science. It reminds us of diabetics, especially those with type 1 diabetes targeted by the Sinocare Diabetes Foundation, many of whom are children. Will they be pleased if we produce a cartoon about diabetic knowledge for children?   For now, the market has seen countless knowledge about diabetes but communicated in formal and severe manners, which is quite boring for people with type 1 diabetes, especially children. For this reason, what we have to do is to deliver scientific knowledge through vivid and interesting communications to enable diabetics to take in knowledge more easily. Cartoons can not only enhance the relationship between parents and children, but also help deliver knowledge about diabetes to the public for better memory.   Not before long, we told Li Xinyi this idea, and the Chairman didn't take it as a difficult problem for us to think about, although there had been no such animation about diabetes science in China at that time. Instead, she encouraged: "It is very meaningful to do so. Since no one has done this in China, let's do it!"   “If my child is not brought back to life, I will hold him and jump down from the 16th floor of the inpatient department.”   To create the animation, our ultimate goal is to bring some fun while communicating knowledge to children. It is those heart-wrenching stories that happened in our sweet summer camp that make us so determined. "I collapsed on the ground immediately after I put my unconscious child in the doctor's hand, who was quickly sent to the intensive care unit. At that time, I only had one idea in my mind: "If my child is not brought back to life, I will hold him and jump down from the 16th floor of the inpatient department." a mother from Hunan Province in a sweet summer camp said with peace, i.e., the calmness after experiencing strong winds and big waves.   Fortunately, her child was saved and diagnosed with type 1 diabetes. The mother was quite relieved when she heard that her child's life was no longer in danger. However, after her child was discharged from the hospital, her family underwent significant changes as her husband believes that she did not take good care of their child, while her mother-in-law considers that the child has type 1 diabetes due to a genetic defect from her. They had quite a fight over a year, and the couple got divorced, their child to be raised by the mother. Likely, a mother from Sichuan province was also forced to separate from her family after her child was diagnosed with type 1 diabetes. However, when she missed her son and mailed some insulin back, her ex-mother or father-in-law threw out all the stuff. We have seen many such stories happening....As the knowledge of type 1 diabetes has not yet been popularized, there's still a bias against it in many cases.   “Is type 1 diabetes hereditary?”   “Is it caused by the mother's improper care? Can it be cured?”   “My family is honest and responsible. No one has ever had diabetes for several generations. How can my child suffer from this?”   These are real doubts from every family with type 1 diabetes. Since countless people have not had scientific knowledge about it or their families have been separated or traveling all over the country to find effective folk remedies, it is a waste of time and money and even costs the lives and health of their children. As an organizer of and participant in activities by Sinocare Diabetes Foundation, I can feel and understand their helplessness and heartache.   For these reasons, we decided to do something. Take the Sweet Diary as a carrier, family members of type 1diabetics can learn this knowledge, and people will have less prejudice through the popularization.   “It was a thrilling moment”   When we were calling for the production team, the team of Professor Zhou Zhiguang and Professor Li Xia from the Second Xiangya Hospital of Central South University held out an olive branch and provided great support. At last, the Sinocare Diabetes Foundation worked with the National Clinical Research Center for Metabolic Diseases and the Endocrinology Department of the Second Xiangya Hospital of Central South University to boost and complete the production. As it involves three different teams for creation, the animation is created in a rough process. The medical team of the Second Xiangya Hospital of Central South University and we have never engaged in any animation production while the executive company has poor knowledge of diabetes; besides, the medical staff is always fully occupied, offering outpatient service, going the rounds of the wards, doing research subjects, attending meetings and studying, so we had to review scripts, storyboards, and professional knowledge on the screen after they got off work, who will return their suggestions for revisions at 1:00 or 2:00 a.m.   The peak-end rule discovered by Daniel Kahneman says that people seem to have two different selves: an experiencing self and a remembering self. The former endures the experience at every moment equally, while the latter places almost all the weight of judgment on two peaks after a thing happens: the worst and the last moment. When the last moment came, we experienced a "thrilling moment" like when Sir Frederick G Banting discovered insulin; in the meantime, we were more careful, as just a minor mistake may bring tremendous negative impacts on type 1 diabetes families.   To test the public’s experience with the cartoon, our three teams brought the dailies home for their children to watch and distributed them to type 1 diabetics of different ages. To our surprise, even a 3-year-old child can tell what is going on with type 1 diabetes after watching the animation, and what is even more gratifying is that all the children remember the cute elf in the cartoon—Tang Xiaochao (Sweet Superman).   On June 1, 2021, Sweet Diary, the first cartoon on type 1 diabetes science in China, was launched. It explains, "What is type 1 diabetes?" "How to take diet and exercise in scientific manners?" "How to use insulin?" "How to better control blood sugar at school?" and many other questions that people with type 1 diabetes often encounter in real life. The debut site was filled with guests and friends while political, medical, public welfare, and media staff came to the scene. Li Xinyi, Chairman of the Sinocare Diabetes Foundation, revealed the significance of the release of the cartoon, "To help more children with type 1 diabetes and their parents to understand the disease scientifically and master scientific management methods, our company made the cartoon and hoped they could have a better understanding of and take in sugar control methods. Besides, we want parents to watch it with their children for a better parent-child relationship."   What's more, the Sweet Diary, with a license issued by the State Administration of Radio, Film and Television, was launched on iQiyi, Sohu Video, Mango TV, Youku, WeChat Video, Bilibili, etc., and put in the application link for the public welfare project of Sinocare Diabetes Foundation ⸺ Sweet Life Package so that all newly diagnosed families who apply for the Sweet Life Package will see this cartoon. Later in 2021, Sweet Diary won the second prize for film and television animation works for the popularization of science of Hunan Science Popularization Writers Association and the Outstanding Work Award of the 4th Hunan Provincial Health Science Popularization Competition in 2021.   “It's so great to talk about this with someone, thank you very much!”   Since the cartoon was launched, we have been better and better recognized among families with type 1 diabetes. Many parents can take their children to watch the animation and learn about diabetes knowledge together. It has helped them get rid of the misunderstanding of type 1 diabetes and panic, and some parents spontaneously created a Baidu entry for Sweet Diary to keep promoting it.   Of course, the warmth brought by the cartoon comes more from various families. In June 2022, a 16-year-old boy from Ningxia Province was diagnosed with type 1 diabetes. His mother could not accept it and shed tears day and night. However, she had to force herself to smile in front of her poor child. Once turning back, she cried while searching for information. She ran across the Sweet Diary and contacted Sinocare Diabetes Foundation to receive the “Sweet Heart Consultation”. She stopped crying before hanging up the phone and said: “It's so great to talk about this with someone, thank you very much!”   A week later, we received a WeChat message from her: I have received the sweet life package I applied for, and my child's blood sugar has been controlled at a stable level. We are about to leave the hospital. With the help of several enthusiastic mothers, I have been adjusting my mindset and learning at a rapid pace. I believe things will get better and better, many thanks! "Many thanks", the two words are brief, powerful and affectionate. But you know what? We are also grateful to you and to all those who keep striving for a happy and healthy life. Tang Xiaochao believes that all our good wishes will come true as long as we keep moving forward with optimism.   The Sweet Diary is made for love, and Sinocare cares for love.

Crossing the river

The biggest challenge is what we are facing now while all setbacks in the past are not worthy of being mentioned   The original intention remains unchanged after thirteen years of exploration   Peng Xuming worked for Sinocare as an intern in March 2009 when it was not easy to find a good job. He seized the opportunity and became the first student recruited from the university in Sinocare.   Talking about the memory of initially joining the company, Peng Xuming recalled that he had a meal with Li Shaobo, Chairman of Sinocare Biotech the night before the interview. Will tonight be a test of my drinking capacity? I can't drink. I heard that having some milk in advance can help me drink more, so I intentionally drank a lot of milk before dinner. Peng Xuming was stunned at night as Mr. Li not only did not test his drinking capacity, but even said that he does not rely on drinking to do business. He just communicated with him about school life and growth experience in an approachable manner. As a result, Peng has an excellent impression of Sinocare.   After passing the interview and joining the company for an internship, Peng Xuming had to choose the workplace for his sales. As newborn calves are not afraid of tigers, he chose Heilongjiang Province to stay without hesitation, the farthest one among the three options in northern regions, i.e., Heilongjiang, Jilin and Shandong Province. For Peng Xuming, the busy and running times there were also two years of seeking joy amid hardship.   "What is most impressive is that we made a market raid just in time for heavy snow and our car broke down on the highway at midnight. We didn't know what to do with the car at that time, and we had to get down and push the car to access a service area a few kilometers away. Because of this toughest experience, one of my colleagues has been suffering from a herniated lumbar disc." The experience in Heilongjiang province helped Peng Xuming quickly grow into a business backbone. He relocated to Beijing two years later and became a first-line manager. "For the 13 years in Sinocare, the two years in Beijingbrought me the best development and the biggest change." Recalling the days in Beijing, he mentioned, "Being in a new position, my overall planning, communication and coordination capability has been improved, and I started to work on being a good leader from a good employee." Besides, in Beijing, a super-first-tier metropolis, Peng Xuming's vision has also been broadened. At that time, it started e-commerce for medical devices in China. Taking such change as an opportunity, he facilitated the cooperation with the first batch of pharmaceutical e-commerce platforms such as JD.com, Joyo.com, and Tmall Medicine.   Of course, there were troubles and difficulties behind all these progresses and successes. Peng Xuming recalled that he was initially not accepted by the team when he was relocated to Beijing to take over the business. But just like a fish that has plunged into the sea from a river, he will not give up simply because of the unfamiliar and high-pressure environment since he is looking forward to swimming in a larger pool.In such a new and unfamiliarenvironment, he aggressively communicated with the existing business backbone of the team, soughttheir help, and sincerely opened his heart to new colleagues so that they could understand, recognize and trust him. Besides, his boss also offered great support. In the end, with everyone's efforts, this small team passed the transition period smoothly and developed with better cohesion.   In 2013, Sinocare set up a new channel division, the Direct User Center and Sinocare Health successively. In response to the company's development requirements, Peng Xuming returned to the Changsha headquarters and focused on exploring e-commerce business and chronic disease management services. Looking back on the nine years at the headquarters, Peng Xuming acknowledged that Li Xinyi, the vice chairman of Sinocare, has had the greatest influence on him. "We are peers and I came back to the headquarters roughly at the same time as she graduated and managed to take over and assist in the management of the company. After taking charge of an independent business, I began to learn to understand and empathize with her regarding the situation and pressure she is in and under though we are the employer and the employee. As we shared the thinking direction and goals, we gradually became relationships of colleagues and comrades-in-arms. In the vigorous development of Sinocare these years, we have also grown together andhelped each other succeed through collisions."   Talking about the biggest challenge encountered in the past 13 years, Peng Xuming said frankly: "The biggest challenge is always at present and all the setbacks in the past are not worth mentioning today." The political, economic and social environment is changing rapidly. As e-commerce is more and more well-developed and the competition becomes more and more violent, Sinocare Health has been seeking breakthroughs in new businesses. In addition, the company is also facing severe tests in various aspects, such as organizational innovation. Talking about how to overcome these difficulties, Peng Xuming is full of fighting spirit, "Any excellent organization would face various challenges at different stages. We can only grow out of challenges, be promising when we are capable of addressing challenges, better cope with the existing challenges by self-motivation with love for work and the mindset to embrace changes."   Digital & intelligent transformation is always on the way   Since the establishment of Sinocare Health, Peng Xuming believes, it is just after developing from blind optimism to rational cognition and striving with all efforts that the company came up with the idea of developing diabetes management services based on the large user base and market shares accumulated in the early stage of directly connected users and settled in an independent park. Later, some problems became moreand more distinct, and our company had to put forward more solutions to deal with them.   "No one is perfect, but a team of them can be perfect." With rational cognition, Sinocare Health reconsidered developing new organizational capabilities, better internal collaboration, as well as synergy and leverage with the headquarters. Undoubtedly, it is a new stage of striving for Sinocare Health. We know where to improve and what to consolidate, and we are working on achieving these goals. It is exactly by reflection on the status quo that our company put forward an innovative definition of new and old businesses at the semi-annual meeting in 2021: "We shall adopt different strategies for jungle and expressway services. For jungle service, we shall be flexible and keep trying, focusing on growth and value discovery, while for expressway service, our company shall do efficiency-oriented practices, focusing on output and value creation. Eventually, turn more jungle services into expressway services and gain excellent results as soon as possible, which is the priority of my work."   Besides, for better innovation and growth, Sinocare Health has been refreshing its organizational capabilities to adapt to business strategies. In terms of specialization, we focus on developing the professional capacity with direct user access, starting to build a direct user access system and service innovation for products based on user requirements; in terms of digital intelligence, we strive to improve service efficiency and user experience with the support of digital capabilities and AI technology. In terms of globalization, we strengthen the development of the platform-based capacity of international e-commerce.   Crossing the river & facing the future   In 2022, the company ushered in the first group of talents from colleges and universities who were born in the millennium. For them, Peng Xuming, a former student from university recruitment, gave three suggestions: first, be patient enough, as only long-terminvolvement and learning can create greater value; second, stay curious and be ready to embrace and accept new things at any time; third, broaden your mind, view and address problems from multiple perspectives. Speaking of the third point, Peng Xuming also shared a story of his own, "When I was young, I always wondered whether the longest rivers in the world, such as the Nile and the Yangtze River mentioned in elementary school textbooks, were really that long because I believe the river at the foot of the mountain by my home is so long that Ieven don’t know how far it will stretch and the geographers must not have discovered it. I didn’t know the small river in the valley of my hometown was not a big deal until I went to the county to study in a high school and saw the Zijiang River. In fact, everyone has limited cognition ad will have bias or misunderstanding whether we don’t have a broad vision. Therefore, we have to make judgments about problems at a higher level and from more perspectives.” Having crossed the small river in the ravine, Peng Xuming saw a wider world, and life works in the same way as you will meet more possibilities only after overcoming challenges.   Sinocare is 20 years old. As an old employee who grew up with the company, Peng Xuming expressed his best wishes: "It’s the 20 years when we have grown bigger and stronger in the field of blood sugar monitoring, and Sinocare will embrace a better 20 years in the coming future." In 20 years, a babbling child will grow into an adult with well-developed morality, intelligence, physique, aesthetics and labor skills. We have developed and changed for Sinocare, growing out of nothing, with gradually improved systems, attractive corporate culture, and a large pool of outstanding talents and core management teams. I hope we will continue to uphold the core values of "Care for Love", stay committed to society, and be a company beneficial to the country and the people, providing excellent products and services for patients with chronic diseases like diabetes, creating products with user value and social value, and contributing our power to make a better world! 

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