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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 152
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