Our Commitment to Responsible Practices

SUSTAINABILITY STATEMENT

OURPATIENTS

IHH is committed to ensuring that the clinical services provided throughout our hospitals are efficient and effective, focusing above all on patient safety and

satisfaction. Our clinical governance framework, which includes the International Clinical Governance Advisory Council (“ICGAC”),was established to provide best-in-class healthcare services to our patients. The ICGAC is an apex advisory committee, which acts as the Advisor to the Board on the areas related to clinical care and quality. Further details of the ICGAC are discussed in

the Statement on Risk Management and Internal Control of this Annual Report.

DELIVERING EXCELLENT QUALITY CARE

CLINICAL CARE& QUALITY

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As shown in Table 3 below, the important markers associated with patient safety such as hand hygiene practices, preoperative procedures and infection prevention measures are closely monitored by direct observation and via the conduct of audit exercises throughout the year by internal staff trained in the audit. The needs and satisfaction levels of our patients are also measured through the Patient Satisfaction Survey and the results are reported to Senior Management on a quarterly basis. In circumstances where a downward performance trend is experienced or foreseen to occur, robust action plans have been executed for continuous improvement and to maintain the performance of the indicators to be well on target. The list of accreditations, as shown on the following page, reflects the effectiveness of these action plans that are geared towards both complying with regulatory requirements and our pursuit to maintain the highest standards of clinical practices.

Material MatterManagement of Material Matters

Policies Action Plans IndicatorsPatient and FamilySafety

1. IHH Clinical Governance Framework

2. Quality and Patient Safety Framework

3. Guidelines for Prevention of Surgical Site Infection

4. Safe Anaesthetic Practice

1. Regular audit to monitor the compliance rate against the required standards

2. Direct observations

1. Compliance rates against nat iona l/reg iona l and international standards

2. Infection control adherence rate in Intensive Care Unit (ICU/NICU)

3. Inpatient fall incident rate

Patient Satisfaction/Expectation

1. Feedback Management 1. Patient Satisfaction Survey 1. Overall patient satisfaction rate

Table 3: Managing Material Sustainability Matters - Clinical Care and Quality

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Our Commitment to Responsible Practices

SUSTAINABILITY STATEMENT

AccreditationsIHH hospitals within PPL and Acibadem facilities are recognised and accredited by international and local institutions:

Singapore Operations of PPL

Joint Commission International1. Gleneagles Hospital2. Mount Elizabeth Hospital3. Mount Elizabeth Novena

Hospital4. Parkway East Hospital

RTAC (Reproduction Technology Accreditation Certification):1. Gleneagles Hospital2. Mount Elizabeth Hospital

ISO 15489 (ISO Certification)1. Parkway Laboratory Services Pte

Ltd: Main Lab at Ayer Rajah Crescent

2. Genetics Laboratory: Main Lab at Ayer Rajah Crescent

3. Cytology Laboratory: Site Lab at Mount Elizabeth Novena Hospital

Malaysia Operations of PPL

Joint Commission International1. Gleneagles Kuala Lumpur2. Pantai Hospital Kuala Lumpur3. Gleneagles Penang

Malaysian Society for Quality in Health (MSQH):1. Pantai Hospital Sungai Petani2. Gleneagles Penang3. Pantai Hospital Penang4. Pantai Hospital Ipoh5. Pantai Hospital Klang6. Gleneagles Kuala Lumpur7. Pantai Hospital Cheras8. Pantai Hospital Ampang9. Pantai Hospital Kuala Lumpur10. Pantai Hospital Ayer Keroh11. Pantai Hospital Batu Pahat

MS ISO 151891. Pantai Premier Pathology

Acibadem

Joint Commission International1. Acibadem Adana Hospital2. Acibadem Maslak University

Hospital3. Acibadem Sistina Hospital4. Acibadem City Clinic Tokuda

Hospital5. Acibadem City Clinic

Cardiovascular Center6. Acibadem City Clinic Cancer

Center

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