Investor Presentaiton
OUR VALUE CREATION | Social and relationship capital
Quality of Care
GRI 103-2; 103-3
Quality of Care is one of Rede D'Or São Luiz's
strategic pillars. An exclusive Quality department
is responsible for the program that fosters good
care practices that lead to our excellent services.
The department's main activities include: document
control, process mapping, risk management,
management by results, audits and technical visits,
monitoring of certifications, integration of new units,
fostering of patient-focused care practices,
quality showcases, benchmarking encouragement,
assistance practices and professional development.
Medical Centers
Since our inception, we have sought to
provide fully integrated care services to
customers and the medical community.
Especially over the past 3 years, we have
taken important steps towards this goal.
We have invested in a robust outpatient
network and a reach to achieve our care
services goals with high quality, from the
least to the most complex procedures.
Health care professionals know that
they can count on the best medicine
for their patients, speed in diagnosis
and a quick start to treatment, avoiding
complications.
With a distinguished medical
staff, multidisciplinary teams that
support the patient follow-ups in the
doctor's office and skillful heads of
medicine fields who are experienced
+|li
2.4
million
patients/day
received care at Rede
D'Or São Luiz, in 2021
and recognized by their peers and
medical societies, we have developed
care lines geared towards patients
with pathologies that are difficult
to diagnose. We focus on chronic
and/or complex diseases which can
cause permanent disabilities if not
treated properly. Some of them can
be controlled but require continual
care for a long period of time or will
lead patients several times to the
emergency room.
We have developed adequate flows
to accommodate and monitor these
patients, protocols for a fast and
assertive diagnosis and to begin
treatment as soon as possible. Without
losing focus, we have started with
the main lines in terms of volume
and complexity, i.e., cardiology and
oncology. We have then moved on
to nephrology, i.e., Patients with
chronic kidney diseases, next onto
gastroenterology, which is focused
on treating disabling inflammatory
bowel diseases and, most recently,
rheumatology.
And we are not stopping there. With
this same excellence, we will embrace
other customers and new care lines.
We have already begun to design
monitoring programs for pneumology
and hepatology patients as well. Our
purpose remains the same: to provide
the best outcome to our patients: less
complications, therefore reducing the
socioeconomic costs for families and
beyond family members.
Moreover, we have also defined the
long-term monitoring for patients with
SARS-CoV 2 (Covid-19) infection sequels
through the collaboration of Rede D' Or
São Luiz's specialists, in several Brazilian
regions, who accepted and treated these
patients during the pandemic.
In 2022, we will make further
advancements in the care of these
challenging diseases, which are difficult
to clinically manage, have high mortality
rates and functional limitations. We will
continue to integrate hospital units in
an effective Health Network, making it
easier for patients to access excellent
professionals, diagnosis and therapeutic
resources, in addition to standardizing
the corporate metrics of care quality and
the quality perceived by the entire cycle.
Critical success factors for Rede D'Or São Luiz's care lines are:
RENOWNED TECHNICAL
leadership;
工
CLINICAL PROTOCOLS
based on the main
national and international
frameworks;
well defined REGIONAL
CENTERS with units rated as
"welcoming" and "attentive;"
NAVIGATION
CENTERS with
nurses who follow
the patient's entire
health track record,
since the first doctor's
appointment and
support them through
the entire treatment,
ensuring the adhesion
and success of
the established
therapeutics;;
ADOPTION of the patient's
single MEDICAL RECORD,
in line with safety rules
for information record
and flow, according to
the Brazilian General Data
Protection Act.
147 REDE D'OR SÃO LUIZ | Annual Sustainability Report 2021
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