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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 148
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