KPJ Healthcare Berhad - Annual Report 2018

OUR BUSINESS & STRATEGY OUR PERFORMANCE AND OUTLOOK OUR RESULTS OUR GOVERNANCE APPENDICES ABOUT THIS REPORT 27 KPJ HEALTHCARE BERHAD www.kpjhealth.com.my HOW WE CREATE VALUE Activities and Processes For Accreditation and Industry Bodies • Representation on accreditation and industry bodies such as the Association of Private Hospitals Malaysia (APHM) and MSQH. • All our consultants are duly registered on the National Specialist Register For the Community • Community outreach programmes such as: - Klinik Waqaf An-Nur (KWAN) - Mobile Clinics • Baby Hatches that provide safety for babies left behind by their parents • Public health education programmes • Community grievance platforms and channels For the Government • Active engagement with the Government on healthcare issues and legislation • Representation on Government bodies such as the Malaysian Nursing Board For our Vendors and Suppliers • Efficient and streamlined procurement processes and policies • Regular meetings with suppliers • Fair contract negotiations with suppliers and vendors • Assessment process with regards to suppliers and vendors • All suppliers, vendors and other related third parties are expected to sign the Corporate Integrity Agreement For our Investors and Shareholders • Investor relations presentations • Corporate website • Analyst meetings • General Meetings – AGM and EGM • Participating in investor roadshows and conferences Outcomes SOCIAL AND RELATIONSHIP CAPITAL (CONT’D) 87% (2017) 87.4% (2018) 86.1% (2016) 53 (2017) 60 (2018) N/A (2016) 5 (2017) 5 (2018) 4 (2016) 9,312 (2017) 11,786 (2018) 6,235 (2016) 4,836 (2017) 6,697 (2018) 2,496 (2016) RM10.0 (2017) RM13.2 (2018) RM9.1 (2016) 19 (2017) 19 (2018) 19 (2016) 8 (2017) 8 (2018) 6 (2016) 8 (2017) 7 (2018) 8 (2016) 9 (2017) 8 (2018) 9 (2016) CUSTOMER SATISFACTION INDEX SERVICE QUALITY COACHES MOBILE CLINICS TOTAL NO. OF STAFF TRAINED IN CUSTOMER SERVICE NO. OF PLANNED PREVENTIVE MAINTENANCE ACTIVITIES CONDUCTED TOTAL INVESTMENT IN COMMUNITY OUTREACH PROGRAMMES (MIL) KWAN CLINICS - CLINICS OPERATING AS DIALYSIS CENTRES - CLINICS WITH MSQH CERTIFICATION NO. OF HOSPITALS WITH BABY HATCHES* RM60.0 (2017) RM76.5 (2018) RM68.4 (2016) TAX DISTRIBUTION TO GOVERNMENT/ APPROVED AGENCIES (MIL) For more information on our customer service and intermediary initiatives, please refer to Materiality Economic 1 and 2 within the Economic section of our Sustainability Report. Further information on our community initiatives can be found within the Materiality People 1 in the Social section of our Sustainability Report. Full disclosures on our investor and shareholder activities can be found within our standalone Corporate Governance Overview section of our Integrated Report. SR