STRONG SOCIAL RELATIONSHIPS TENANT SATISFACTION On an annual basis, our tenants engage in a Performance Evaluation Survey of the services facilitated by the Property or Maintenance Manager. They are invited to rank their satisfaction on a scale of one to five, where one signifies “very unsatisfactory” and five denotes “very satisfactory”. The evaluation encompasses categories such as professionalism and management team, service quality and communication effectiveness. The Manager also engages with the hospitals through diverse communication channels, enriching our understanding of their perspectives, expectations and behaviour. A notable platform is the biannual Property Management Meeting, a formal setting where the Maintenance Manager addresses concerns raised by tenants and issues pertaining to tenant-property owner relationships. Tenants are encouraged to express their honest opinions regarding the Property or Maintenance Manager to ensure a transparent and collaborative relationship. This year, meetings were held on 10 May and 2 August, 2023. Furthermore, the designated Maintenance Manager is mandated to conduct an annual building inspection. Subsequent to the inspection, a detailed report is submitted to the tenant who is obligated to address the provided comments. Designed to offer constructive recommendations to the hospitals, these inspections ensure the Fund’s assets are consistently well-maintained, guaranteeing that the building and equipment are kept in optimal and safe condition. This audit is performed on the following physical assets and environmental services. • Air conditioning and ventilation • Firefighting systems • Water supply systems • Lifts • Staff and manpower • Preventive planned maintenance master programme • Statutory requirements and licence status OUR PERFORMANCE This year, the overall results of the Performance Evaluation were very satisfactory at 84%. (Source: Operations) OCCUPATIONAL HEALTH AND SAFETY OUR APPROACH As a healthcare REIT, the safety and well-being of our people and tenants are prime priority, deeply ingrained in our Occupational Safety and Health (“OSH”) strategy. We are driven to cultivate safe and healthy workplace environments, minimising the risk of accidents and ensuring the overall security of our premises and properties. Our OSH strategy propels our efforts to inculcate a culture that advocates accident prevention, safety and risk management throughout the REIT operations. This is further augmented by the tenant’s OSH culture which combine for greater awareness and transparency. We implemented a stringent OSHA Guideline at our headquarters to uphold OSH practices in every aspect of our operations. Furthermore, we established an Emergency Response Team at individual properties. 65 SUSTAINABILLITY STATEMENTS 1 2 4 5 6 AL-`AQAR HEALTHCARE REIT ANNUAL REPORT 2023
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