Investor Presentaiton
OUR VALUE CREATION | Social and relationship capital
World Safety Day
To celebrate the World Patient Safety
Day, on September 17, we held the
"Safety Ambassador" award at Rede
D'Or São Luiz. Every year, we recognize
professionals who stand out on
occupational and patient safety matters
at our hospital units.
The 10 most voted professionals in
each hospital received a certificate
of recognition and an armband to be
worn during the year to encourage
and strengthen the employees' pursuit
of safe practices. In 2021, 48 hospitals
participated, with 12,522 votes and
423 ambassadors elected, who
were recognized by 32 physicians.
We understand that medical staff
engagement and commitment is an
advantage of Rede D'Or São Luiz's
management model.
Direct line with the Customer
Listening to our customers and other
stakeholders is part of our growth path
and an important indicator of whether
we are on the right path and the sensitive
issues that require our attention.
Through our Ombudsman Channel,
created to receive suggestions, requests,
complaints as well as compliments,
we received 76,000 reports in 2021,
of which 66% were complaints, 18%
information requests, 17% compliments
and 1% suggestions and inquiries.
The most important channels are the
Contact us (45%) followed by phone
calls (40%). Complaints are addressed
within 1, 3 or 5 business days, depending
on the situation's priority ranking.
In another front, all clients receive a
satisfaction survey on the day after
receiving care at our units. In 2021,
557,000 surveys were answered. SADT
services had a NPS of 74, while our
All our clients receive a satisfaction survey on the day after receiving care
at our units. In 2021, 557,000 surveys were answered. SADT services had a
NPS of 74, while our Medical Centers recorded a score of 73.
Medical Centers recorded a score of
73. As regards the Hospital Consumer
Assessment of Healthcare Providers and
Systems (HCAHPS) evaluation, we have
continued to improve results, showing
growth each year: 75% in 2021, 74% in
2020 and 68% in 2019.
Lastly, we have also monitored
Google My Business. In 2021, 48% of
monitored units received an evaluation
of four or higher.
As far as Rede D'Or São Luiz
is concerned, client demands
received through said channels are
opportunities to improve our business.
Multidisciplinary improvement
committees at all units are responsible
Goals:
Reaching 90%
customer satisfaction
rate in 2022;
Reaching NPS
excellence for all
hospitals by 2030;
for analyzing the units/departments'
performance, giving basis for
improvement actions.
On our path to offer excellence and
the best customer experience ever,
we highlight the CopaStar hospitals,
which since their creation have had an
excellent Net Promoter Score (NPS)
performance, above 90; in 2021 general
NPS was 91, admittance NPS was 92,
while SADT was 95 and emergency care
at 88. GRI 102-44
All this work done has led us to be
awarded in 2021. We were recognized
by the MESC Institute as one of the
best companies in terms of customer
satisfaction; we received the Customer
Experience Award by CX Summit and
were finalists of the Reclame Aqui
award. Hospital São Luiz Itaim received
the RA1000 seal and the best 2021
score among all hospitals included
in the portal.
151 REDE D'OR SÃO LUIZ | Annual Sustainability Report 2021
152View entire presentation