Tencent RTC Partners with Care to Deliver Stable, Clear and Reliable Doctor–Patient Connections

In Singapore, more and more people are becoming comfortable completing an entire medical consultation online using their smartphones. Care, a Singapore-based healthcare technology company, is one of the key technology providers driving this shift.

Since its founding, Care has focused on making high-quality healthcare more accessible and convenient, continuously refining the end-to-end product experience. Real-time communication between doctors and patients is a critical part of that experience. Last year, Care began working with Tencent RTC to migrate its audio and video communications infrastructure, aiming to improve teleconsultations by addressing issues such as dropped connections, degraded audio and video quality, and audio latency. Following multiple rounds of evaluation, integration testing, and validation in real-world use, Care has now migrated its core doctor–patient audio and video communications to Tencent RTC, with strong results and positive feedback from live operations.

“In telemedicine, crystal-clear audio and uninterrupted video aren’t just technical benchmarks—they are essential to patient trust and accurate clinical care. Tencent RTC provides the ultra-low latency and rock-solid stability our clinicians depend on to deliver seamless virtual consultations, no matter where our patients are located.”

— Darrell Zhang, Commercial Director, Care

High-Quality Audio and Video for Stable, Clear, and Reliable Communication

Unlike everyday video calls, every connection in a teleconsultation serves a genuine clinical need. Video freezes, dropped calls, and audio delays are more than frustrating product experiences: they can disrupt communication between doctors and patients and potentially affect consultation outcomes. Telemedicine therefore leaves no room for fluctuations in quality. Every remote consultation needs to proceed smoothly and reliably.

Drawing on Tencent’s more than 20 years of expertise in networking and audio/video technologies, along with extensive experience delivering services at scale, Tencent RTC provides Care with highly reliable, secure connectivity and high connection success rates. Its proprietary algorithms for selecting optimal network routes keep average end-to-end latency below 300 ms across global connections, enabling real-time, two-way interaction that brings the experience of an in-person consultation online.

Tencent RTC also uses intelligent algorithms to maintain performance under poor network conditions, significantly improving resilience to packet loss and network jitter. Tests demonstrate tolerance for packet loss exceeding 80% and network jitter exceeding 1,000 ms, helping maintain high-quality audio and video communication even on unstable networks.

For audiovisual quality, Tencent RTC supports high-definition video at 720p, 1080p, 2K, and beyond, alongside high-quality audio with a 48 kHz sampling rate. Its 3A audio processing algorithms are provided by Tencent Ethereal Audio Lab. Capabilities such as AI-powered noise reduction, 3A echo cancellation, and far-field voice suppression allow patients to communicate their concerns clearly, even in noisy, chaotic environments.

Built-In Monitoring and Real-Time Analytics for Early Issue Detection

Beyond optimizing call quality through technology, Tencent RTC includes comprehensive monitoring and real-time analytics. These capabilities proactively detect and surface network issues, adding early warnings to online consultations.

Behind the scenes, Care’s operations team can also use Tencent RTC’s monitoring data to pinpoint where problems occur and guide further improvements. Connection-status indicators and network troubleshooting tools can also be embedded into the platform, enabling doctors to resolve common connectivity issues independently.

Multi-Platform Compatibility for High-Quality Cross-Device Connections

In everyday use, doctors typically conduct consultations through a web-based workstation, while patients usually join from a mobile device. With different architectures and operating environments at either end, maintaining high-quality cross-platform calls had long been a challenge for Care.

Tencent RTC’s multi-platform compatibility addresses the complexity of device environments in telemedicine. It supports iOS, Android, Windows, macOS, Web, Flutter, Unity, Electron, Unreal, and React Native, and has been adapted for more than 20,000 device models. This helps prevent common cross-platform issues such as dropped connections and out-of-sync audio and video, delivering a stable, consistent experience across devices.

Responsive Support That Meets Healthcare’s Strict Timing Requirements

Beyond the strength of the product itself, Tencent RTC’s comprehensive support was another important reason Care ultimately chose Tencent RTC.

Healthcare and teleconsultation services demand timely support, as any service disruption can potentially affect patient health. Tencent RTC provides Care with more than an industry-leading SDK: it also offers a responsive technical support framework.

Throughout evaluation, testing, migration, and launch, the technical team worked closely with Care to quickly identify and resolve issues arising in its specific business environment. This combination of product capabilities and responsive service gave Care the confidence to migrate its core operations to the new infrastructure. It also helped turn more than a year of collaboration—from initial evaluation and testing into stable, day-to-day production use.

Helping every consultation start smoothly, proceed without interruption, and end with peace of mind—this is the standard Tencent RTC and Care are working together to establish and uphold. Looking ahead, Tencent RTC will continue investing in healthcare applications and collaborating with more industry partners to deliver tangible improvements in the telemedicine experience.