Stakeholder engagement SA

Transcription

1 72 Stakeholder engagement SA At Netcare, communication with our stakeholders is integral to the way we do business. The eight stakeholder groups below have been identified on the basis of the extent to which they are affected by the operations and decisions of the Group, as well as their ability to influence the performance or strategic direction of the Group. Patients Access to world-class medical innovation. Web-based and telephonic pre-admission facility. Access to top doctors. Technology driven multimodal patient feedback system. Quality of nursing care. Hello Peter. Quality outcomes. Discharge SMSs. Availability of information with respect to medical procedures. Patient focus groups. Brochures. Partner with doctors and other healthcare service providers Netcare and related websites. to enhance patient care. Netcare magazine. Stringent clinical governance framework. Listening forums. Train, provide and retain highly skilled and qualified nursing employees. Invest in new facilities and upgrade existing facilities. Actively address patient complaints. Provide patients with adequate information. Comply with the Patient Rights Charter. Embedded the concept of the strategic Triple Aim for best patient outcomes, best patient experience and cost effective care. Extended the technology driven multimodal patient feedback system already available at Netcare hospitals and emergency departments to Netcare 911 and National Renal Care. Developed and tested the use of patient information leaflets at our hospitals on areas such as post discharge care, pain management and medication usage. National Renal Care hosted monthly patient tutorials and workshops to serve the needs of chronic renal dialysis patients both in the public and private sectors. Primary Care introduced an integrated quality nursing audit tool in 2013 as a monitoring mechanism to promote compliance with the various standards, including patient safety and care. Commenced implementation of an IT system to provide automated laboratory results and antimicrobial usage in Netcare hospitals. Netcare is the founding member and an active leader of Best Care Always! the South African clinical improvement campaign that runs across the public and private sector nursing graduates qualified at Netcare Education facilities between 2012 and early Netcare s doctor network grew by 79. Sponsored 13 fellow and registrar posts. Netcare has a number of centres of excellence including: Trauma Society of South Africa s only accredited level 1 and 2 trauma units at Netcare Union, Netcare Milpark and Netcare Sunninghill hospitals; Only private Burns Unit in South Africa (SA) at Netcare Milpark Hospital; and Only intra-operative CT and MRI spinal and neuro surgery at Netcare N1 City and Netcare Milpark hospitals. i Centres of excellence can be found on page 51. Invested R815 million (2012: R875 million) in capital expenditure in SA (including intangible assets). Launched the Netcare Assist App this year providing access to a range of services, including: Quick dial functionality to the Netcare 911 emergency call centre; Locating a specialist, general practitioner or dentist; and Providing quick and easy access to basic first aid tips. Introduced the Portable Navigation Device that identifies the physical location of a logged emergency call and assigns the closest Netcare 911 emergency vehicle.

2 governance stakeholder engagement SA 73 Doctors Access to quality nursing support. Physician Advisory Board and subcommittee meetings. Access to the most clinically advanced and appropriate Netcare Clinical Ethics Committee, which includes external medical equipment, instruments, consumables academic ethics experts and clinical governance and support employees. representatives from Netcare. The Committee advises on Convenience of access to multi-disciplinary health services. ethics, conduct, doctor training and development and clinical governance issues. Availability of beds and theatre slates. Educational initiatives for doctors. Deliver the best possible clinical outcomes. Facilitate superior doctor care through uncompromising quality of nursing care and comprehensive medical infrastructure. Continue to provide the services of top quality doctors. Over students registered on various Netcare Education nursing programmes between October 2012 and September beds added at hospitals in Converted 56 beds to psychiatric beds in 2013 to service an increasing need. Invested R815 million in capital expenditure in SA (including intangible assets). Netcare has a network of high acuity multidisciplinary hospital network. Provider of several centres of excellence. Educational initiatives for doctors held at Medicross in association with the Medicross Practitioners Association, to ensure that best practice is adopted and patient outcomes enhanced in the management of specific chronic conditions. 19 collaborative continuous professional development forums for doctors held at National Renal Care focused on achieving clinical excellence, best practice and enhanced patient care. Significant investment in quality leadership.

3 74 Stakeholder engagement SA continued Employees Opportunities for growth and development. Annual employee satisfaction survey. Recognition of contribution to the Group. Quarterly Employee Lead Communication forums. Site-specific employee magazines and newsletters. Attract and retain the best skills. Enhancing Performance and Development programme that Recognised as an employer of choice. facilitates meaningful and continuous engagement between line management and employees. Provide employee wellness facilities. In addition to ongoing executive and operational interaction Accelerate transformation of the workforce. with unions, Netcare funds three full-time shop stewards to assist in employee relations learning and development interventions were undertaken for the 12 months ending 31 March Awarded Top Employer in the healthcare sector category of the Top Employers South Africa 2014 certification, awarded to organisations that meet the highest standards in human resource policies and practices. Increased the number of employees with disabilities from 410 in the prior year to 505 in % of Netcare s employees are African, Coloured and Indian. Netcare achieved a Level 2 Broad-based Black Economic Empowerment (B-BBEE) rating and an Empowerdex AAA rating. Netcare s Carer of the Year programme recognises employees who go above and beyond the call of duty in caring for our patients. The Employee Wellness Programme provides employees with telephonic and face-to-face counselling including advice on legal, financial and domestic matters. Currently, 53% of Netcare employees are unionised. IR Our people: SA. Funders Cost-effective healthcare. Levels of nursing standards. Quality of service and outcomes. Contract negotiations. Maintain good working relationships with medical schemes and medical scheme administrators. Ongoing quality engagements. Participation in hospital networks. Financial stability of medical schemes. Netcare remains committed to low medical inflation through well-managed and efficient healthcare delivery. Significant investment in quality leadership. i Chief Executive Officer s review on pages Daily engagements regarding patient pre-authorisations, admissions, case-management and discharge management. Regular liaison meetings and interaction relating to operational issues.

4 governance stakeholder engagement SA 75 Government Access to quality and affordable healthcare. Netcare has established a dedicated policy unit to inform Safe and correct disposal of medical waste. health reform debates and partner with government to find solutions to broader healthcare issues. Participation in informing and implementing health reform. Netcare engages actively with public sector quality Arm s length relationships between providers and private leaders and clinicians in public hospitals to facilitate health facilities. closer collaboration. Netcare participated in the National Consultative Health Forum Participate in the development of health policy. and the Ministerial Emergency Medical Services Committee. Implement Public Private Partnership (PPP) projects. Netcare has and continues to engage with the National Department of Health on the National Core Standards. We are committed to partnering with government in its strategic drive to promote affordable access to quality care. Netcare s PPPs provide a platform to our commitment in respect of broadening quality healthcare services. The Queen Mamohato Memorial Hospital PPP project in Lesotho was named one of the top ten PPPs to be completed during the period 2007 to 2012 in sub-saharan Africa in a global competition sponsored by the International Financial Corporation (IFC) and Infrastructure Journal. In 2013, the World Bank commissioned an independent study undertaken by the Public Health Faculty of Boston University to evaluate the PPP s clinical outcomes. i CEO s review on pages i Lesotho PPP case study on page 42. Medicross is one of the private sector healthcare providers that successfully tendered for a collaborative contract between the Western Cape Department of Health and the City of Cape Town, to provide family planning and immunisation services to public sector patients. Netcare is contributing to increased access through: Training of nurses; Continued investment in health infrastructure; and Corporate Social Investment (CSI) initiatives, which include providing indigent emergency medical services, healthcare accessibility initiatives, and academic, community, health and welfare sponsorships. Netcare SA has undertaken a rigorous process to ensure that our waste disposal contractors meet all legislative requirements. National Renal Care maintained its 14 PPPs with public healthcare institutions, supporting greater access to care for all South Africans. Netcare is a signatory to the Department of Health s Social Compact.

5 76 Stakeholder engagement SA continued Investors Enhanced shareholder value. Active engagement with investors via: Regulatory uncertainty surrounding healthcare provision. Results presentations; Road shows; Deliver shareholder value. Analysts days; Regulatory uncertainty surrounding healthcare provision. Execute Netcare s strategy. Participation in investor conferences; and Maintaining access and interactive engagement between the investment community and management. General communication also includes: Online reporting; and Annual reports. The Netcare share price performed well over the year, with a closing share price of cents at 30 September 2013 (2012: cents). Netcare operates in a highly regulated environment where the interests and expectations of stakeholders are complex and inter-related. We have been active participants in the healthcare industry process, providing constructive input for all proposed legislation. Netcare remains resolute in its strategic intent to deliver quality affordable healthcare. Suppliers Continued engagement and opportunity to tender in Regular interactions. accordance with commercially reasonable contractual terms. Both Netcare and its appointed suppliers are required to Fair payment terms. commit to the highest ethical standards. The Netcare Fraud and Ethics Hotline is available for reporting unethical behaviour. Delivery on schedule. Entering into agreed terms and conditions with all suppliers. Ethical behaviour. Online surveys. Preference is given to ISO accredited companies over non-accredited companies to ensure consistent quality product and services. As a key sponsor and strategic partner of the Proudly South African campaign, we aim to support local suppliers where logistically possible, commercially viable and where acceptable quality is provided. Compliance to B-BBEE standards and accreditation. Netcare Rating Questionnaires assess our interactions with suppliers from procurement to payment. Annual joint audits are conducted with selected suppliers to evaluate their performance against criteria, ranging from fair pricing, delivery to schedule, and additional value added services. Implementing a supply chain methodology with due regard to sustainability and governance issues.

6 governance stakeholder engagement SA 77 Communities Support developmental community projects. Providing medical services to indigent patients. Offer employment and training opportunities. Initiatives to broaden healthcare access such as the Cleft Lip and Palate programme and Elephantiasis programme. Create awareness of Netcare in our communities. Community health and welfare sponsorships run on a national basis. Hospital initiatives that meet the needs of the immediate community. Netcare provides medical services to indigent patients. More than beneficiaries benefitted from our initiatives in Netcare CSI spend in 2013 of R58 million (2012: R36 million) at 3.0% (2012: 2.2%) of SA net profit after tax. Netcare was the winner of the 2013 Metropolitan Oliver Empowerment Awards for Socially Responsible Investment. Netcare was awarded the national 2012 PMR.africa Golden Arrow award in the Private Clinics/Hospitals CSI category. Initiatives to broaden healthcare access include the Cochlear and Johannesburg Craniofacial programmes. Hospital initiatives that meet the needs of the immediate community range from medical supply donations to free eye assessments and corrective surgery initiatives. IR Corporate social investment: SA.