IHH Annual Report 2018

Our Patients Our People Our Organisation Our Environment Our Community IHH Healthcare Berhad | Annual Report 2018 34 Strategic Report For our 2018 reporting, we have selected material sustainability matters that have a short-term, medium-term and long-term impact on the decision-making of our key stakeholder groups and the economic, environmental and social performance of our business operations. The Sustainability Management Committee (SMC) evaluated each material sustainability matter to identify the core matters that define IHH’s commitment to economic, environmental and social sustainability practices and its impact on key stakeholder groups. The core material matters that have been selected for this year of reporting are captured in the table below, along with a description of why each is important and the corresponding SDGs. Material Matter Why is it material? Sustainable Development Goal • Quality of care • Patient satisfaction/ expectation • Patient and family safety • Patient menu • Availability of beds • Privacy of medical records • Ethics and integrity • Employee health and safety • Training and development • Employee welfare • Talent retention • Availability of skilled manpower • Management of human rights across the value chain • International healthcare services • Cost-effectiveness • Emergency preparedness • Transparency • Security and asset protection • Compliance and regulatory risks • Maintenance cost • Hospital infrastructure and employee insurance cost • Innovation • Vendor and supplier development • Hazardous waste management • Energy efficiency • Water availability • Plastic waste management • Carbon emissions • Green design and construction • Community development • Affordable treatment and access to medical treatment Our Patients Quality of Care Providing quality care involves identifying value and value-added activities from the patient’s perspective. Patient satisfaction levels have a direct impact on our reputation as a main player in the healthcare industry, which then impacts our business performance. Our regular practice of garnering patient feedback also allows us to understand areas that need improvement and records our journey to maintain high satisfaction levels. ​ Patient and Family Safety Healthcare is complex and dynamic, with future demographic changes and developments in drugs and technologies serving to continually increase this complexity. To meet these challenges, we need continuous high-level individual and organisational commitment to aspects of patient safety. These include our efforts to ensure food safety and quality in preparing patient menus and measures to ensure the rational use of medicine. Our safety improvement activities focus on the patient as the central and most important aspect of healthcare, while supporting healthcare professionals to give the very best care they can, given their skills and professional dedication. ​ MATERIAL MATTERS