OUR PERFORMANCE IN ADDRESSING MATERIAL MATTERS Pertaining to healthcare, in FY2024, a total of 21,200 customer/patient feedback were received, of which 99.8% were deemed positive feedbacks (Excellent and Good ratings). HEALTHCARE EXCELLENT (%) GOOD (%) POOR (%) Customer Service 98.9 1.1 0 Admission Discharge 81.2 18.7 0.1 Nursing 96.2 3.8 0 Radiology 97.0 2.9 0.1 Physiotherapy 97.4 2.6 0 Pharmacy 94.2 5.8 0 Specialist/Doctors 99.9 0.1 0 Food And Beverage 70.5 28.7 0.8 House Keeping 96.2 3.6 0.2 Facilities 43.1 56.1 0.8 AVERAGE 87.5 12.3 0.2 Compared to FY2023, healthcare has seen more patients score the organisation’s operations and services as excellent and with a continued drop in overall “poor” scores. RATINGS FY2023 (%) FY2024 (%) Excellent 83.8 87.5 Good 15.9 12.3 Poor 0.3 0.2 TOTAL 100 100 REGULATORY COMPLIANCE Matrix’s operations across all business divisions have continued to register a high level of regulatory compliance for all aspects of operations, notably for environmental and social performance. The Group has ensured that it complies with all laws of the country with regard to environmental performance, human rights, labour and employment, corporate governance, anti-corruption, building and construction laws, laws pertaining to healthcare and education operations and others, where relevant. The construction operations has complied with all laws pertaining to effluent, noise, waste and emissions management as well as public health and safety and OHS. It has also complied with all laws related to sales and marketing of properties. Healthcare Division fully comply with the regulatory requirements for healthcare operations including the management and disposal of scheduled medical waste. In FY2024, Matrix maintains its performance of zero incidents of non-compliance across all operating sites. VALUE CREATION STRATEGIC REVIEW 95 INTEGRATED ANNUAL REPORT 2024
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