Stakeholder Engagement Strategic Report As a global healthcare organisation, IHH undertakes business decisions with the priorities of all stakeholders in mind. Our success rests upon the input of our doctors, nurses, employees, investors, shareholders, patients, accreditation bodies, regulators, local communities, intermediaries, suppliers and service providers. Stakeholder Group Stakeholder Profiles Methods and Frequency of Engagement Senior Management Senior Management reports to the Board of Directors as depicted in the IHH governance structure. This stakeholder group is tasked with decision making in economic, environmental and social matters. • Monthly Country Business Review meetings • Regular IHH operations meeting • Ǫuarterly Board meetings and ad-hoc meetings as required • Ǫuarterly Board Audit Committee meeting and ad-hoc meetings as required • Ǫuarterly Board Risk Management Committee meeting and ad-hoc meetings as required • Monthly Board Steering Committee meeting • Board Nomination and Remuneration Committee meetings as required • Ǫuarterly Sustainability Committee meeting Patients Delivering the most optimal clinical outcomes and exemplary healthcare experience are our topmost priorities. This is how we build trust and loyalty between IHH and one of our most valued stakeholder groups. • Consultations as required • Patient satisfaction surveys conducted throughout the year • Admission and discharge processes • Patient education and family conferences as required • Track and review internationally benchmarked clinical quality and patient safety indicators on a monthly basis Doctors, Nurses and Employees Our frontliners are critical to daily operations in both clinical and non-clinical environments. They must be provided a safe and conducive workplace that contributes to their total well-being and enables them to perform at their best. • Annual Town Hall meeting • Annual focus group sessions • Annual/Bi-annual employee engagement survey • Weekly physician’s meetings • Annual Quality Summit • IHH Medical Symposiums • IHH HR Global Summit 2023 • IHH TRUST Nursing Leadership Symposium Investors and Shareholders Investors and shareholders play a vital role in IHH’s development by providing capital funding. The performance and reputation of the IHH Group directly translate into value creation for this important stakeholder group. • Annual General Meeting (AGM) • Extraordinary General Meeting (EGM) as required • Ongoing investor conferences, site visits and ad hoc events with investors, engagement sessions with sell-side and buy-side analysts • Ongoing non-deal roadshows • Corporate website announcements • Updates via social media platform Accreditation Bodies IHH’s healthcare services and education meet rigorous accreditation requirements and standards set out by bodies including the Malaysia Society for Quality in Health (MSQH) and Joint Commission International (JCI). • Triennial JCI audit and inspection • Annual MSQH surveillance audit • Quarterly internal clinical audits • MSQH certification inspection conducted every four years • Triennial NABH certification audit • MQA audit as required • Biennial SETARA assessment • Annual Malaysia Research Assessment (MyRA) IHH Healthcare Berhad 48
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