OUR ORGANISATION We uphold organisational integrity and operate ethically in accordance with applicable legislation and industry best practices.

IHH Healthcare Berhad 76 Annual Report 2020 Sustainability Our Organisation

Corporate Governance a non-discriminatory basis, regardless The Group’s Anti-Bribery and Corruption IHH is committed to upholding the highest of gender, age and background. In line Policy (ABC Policy) was established in 2019. standards of corporate governance. with IHH’s Boardroom Diversity Policy, With the implementation of the ABC Policy, By doing so, we are able to safeguard three of our 12 Directors are women. Group corporate functions collaborated institutional integrity and boost investor The Group publishes a Corporate with Division Anti-Corruption Compliance and patient confidence. Governance Report that summarises Leads to review existing Standard Operating our corporate governance performance Procedures (SOPs) and policies and update The Group’s Board is responsible for annually, in line with Bursa Securities’ them according to the ABC Policy and governing and setting strategic direction. Main Market Listing Requirements. relevant anti-corruption laws in 2020. Guided by the Malaysian Code on Corporate Governance 2017 (MCCG), Group-wide policies are also established In addition to revamping SOPs and policies, the Board is able to sustain long-term and reviewed regularly to ensure we also conduct training to ensure value creation by upholding stakeholder alignment with the latest industry employees are aware of our ABC Policy expectations and steering the organisation. developments and best practices. and its contents. It is vital that employees The roles and responsibilities of Board This year, our Code of Conduct and complete the training and in FY2020, 100% members are outlined in our Board Charter, Whistle Blowing Policy were reviewed of employees across all IHH operations which is available on our corporate and amended to comply with the latest were given access to resources to ensure website. We appoint our Directors on regulatory requirements. they fulfil this requirement.

Code of Conduct Case Study: and Central and Eastern Europe (Code) Acibadem is subject to the laws and regulations of the countries it operates in. In February 2020, Acibadem established a division-level Anti-Bribery and Outlines the Group’s values, and Corruption Policy to outline standards and principles iterated by anti-corruption provides guidance to all employees regulations of the countries it operates in. on expected business standards and behaviour. Acibadem’s Legal Register

• Turkish Criminal Code No: 5237 (2004) • Code of Ethics Whistle Blowing Policy • Law on Declaration of Property and • Bribery Act (UK, 2010) Combating Bribery and Corruption • Foreign Corrupt Practices Act (USA, 1977) No: 3628 (Turkey, 1990) • Prevention of Corruption Act • Malaysian Anti-Corruption (Chapter 241) () Commission Act (Malaysia, 2009) Provides a channel for employees • Prevention of Corruption Act (, 1988) • Money Laundering and Terrorism to communicate concerns and • Criminal Law of the People’s Republic Financing Prevention Law reassures them that they will be of (Bribery of public officials (Malaysia, 2001) protected from repercussions and foreign public officials) • Whistleblower Protection Act resulting from whistleblowing. • Anti-Unfair Competition Law of (Malaysia, 2010) the People’s Republic of China • Witness Protection Act (Private bribery) (Malaysia, 2009) • Prevention of Bribery Ordinance • Malaysia Code of Corporate (Cap 201) (, 1971) Anti-Bribery and Governance (2017) Corruption Policy (ABC Policy) All departments within Acibadem are In FY2020, Acibadem recorded zero Elaborates on core principles iterated required to adhere to applicable laws cases of non-compliance with laws in the Group’s Code, and promotes and regulations, as well as established and regulations pertaining to corporate compliance by all employees with procedures. If there are changes to governance, anti-bribery and corruption. anti-corruption laws that apply to the regulations or laws, each department The culture of integrity throughout Group, including the anti-corruption has the responsibility to streamline the organisation is attributed to our laws of all countries in which the its operations and procedures with strong corporate governance and Group operates. updated regulations. good leadership.

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Emergency Preparedness across operations is crucial to our The rapid transmission of the virus and Crisis Response implementing prompt and effective called for immediate action to mitigate The coordination of an emergency measures in response to a crisis. its spread and rehabilitate those infected. response system is critical to ensuring As a healthcare provider, we prioritised that we are able to provide medical COVID-19 Response the need to protect our employees at care under challenging circumstances. The COVID-19 pandemic spread across work, especially those dealing with Emergency and crisis readiness translates the world leaving no country unaffected. infectious diseases. We took great to having the necessary structures in place It has forced new standards of normal for measures to ensure the safety of our and resources available to manage a crisis the way businesses continue operating, employees, patients, and all visitors or emergency situation. Coordination despite obstacles arising from the at our healthcare facilities. pandemic outbreak.

Contributing to National Efforts Protecting Our Patients and the Public

Loaning ventilators to Donating and making Providing online resources Providing teleconsultations public hospitals essential medical supplies to educate the public on to patients and employees to support frontliners COVID-19 preventive measures

Providing Treating Treating non-COVID-19 patients to ease COVID-19 testing COVID-19 patients burden on public hospitals

Protecting Our People IHH’s Response Protecting Our Hospitals to COVID-19

Implementing flexible Establishing alternate Limiting hospital access to work hours work weeks for those necessary persons only going into the office

Allowing employees to work from Strict screening process Strict hygiene control home where possible for all entering hospitals

IHH Healthcare Berhad 78 Annual Report 2020 Policies and Plans Training and Testing from booking virtual consultations with At IHH, we have strict policies and plans We provided training to medical and our doctors to receiving prescribed that outline the course of action for such non-medical staff to communicate new medications at their doorsteps and events, and act as the foundation for practices expected of them while at the being transferred to our hospitals deploying our resources and personnel. hospital. These sessions covered mask or clinics for treatment. Through this We also have a series of initiatives and fitting, as well as the proper ways to wear platform, we ensure patients can access programmes in the various locations personal protective equipment (PPE). uninterrupted quality medical care, where we operate to support the All units were split into teams and the be it from home or at our facilities. general public where possible. teams worked on rotation. Breaks were scheduled into these rotations to make Contribution to National Efforts Our hospitals across the Group are sure our staff were not overworked. Malaysia equipped to handle such situations and The ECR committees conducted drills As a private hospital, we are not permitted have in place the necessary measures at the departmental level to test response by Malaysia’s Ministry of Health (MOH) to manage emergencies such as the to a confirmed COVID-19 case. to treat COVID-19 patients at our facilities COVID-19 pandemic. In line with the in the country. Therefore, we supported regulations of countries where we operate, All employees are currently still required and offered services in other ways to as well as the recommendations set out to fill out a declaration form to help us help alleviate the overwhelming medical by WHO, we established Emergency and determine the possibility and risk of needs of the COVID-19 pandemic. Crisis Response (ECR) plans to provide their exposure to those with COVID-19. IHH allocated 200 beds from across medical care during the pandemic In addition, medical staff working in the our network of 15 Pantai and Gleneagles without compromising the safety and inpatient department are required to Hospitals in Malaysia to treat non-COVID-19 health of our employees and patients. undergo a nucleic acid test to confirm patients transferred from public hospitals. Each ECR plan outlines procedures to that they are not carrying the virus. This helped lighten the burden on public prevent the spread of the disease and hospitals and allowed them to focus to manage patients accordingly. COVID-19 Wards on infected patients. We also pledged We have designated areas and wards more than RM24 million to subsidise We have minimised entry points to our for COVID-19 patients and allocated the medical treatment of patients going hospitals and clinics to better control spaces for fever cases in our Accident to public hospitals. the influx of patients and visitors, and and Emergency Department to isolate implemented social distancing measures. these patients and prevent further spread Due to the rise in demand for ventilators On entry, all persons are required to scan of the contagion. Designated rooms with to treat critical COVID-19 patients, public the QR codes and have their temperatures two or more beds are adequately spaced hospitals were facing a shortage. IHH was taken. They are also required to input apart for safety. COVID-19 wards have equipped to loan out 20 ventilators while contact information for the hospital’s 24-hour security to minimise movement still being able to provide for our own record. This serves as a quick response into and out of the ward. Furthermore, patients. These ventilators were distributed measure for contact tracing, enabling us patient meals are served in disposable to intensive care units in public hospitals to notify patients and visitors in case of plastic containers, along with disposable across Malaysia. possible exposure. cutlery. Any patient who tests positive for COVID-19 is transferred to other To safeguard the health and well-being hospitals or other facilities, as directed of our staff, we enhanced the surveillance by government legislation. of medical staff movement and restricted inter-hospital movement of medical Telemedicine & e-Health practitioners to limit the spread of the Video Consultation Loaned virus. For employees at our corporate Even with the implementation of strict 20 ventilators to offices, IHH implemented flexible work infection control procedures to make arrangements at the height of the our hospitals safe to visit, we had patients Malaysian public pandemic, such as working from home who were unable or chose not to visit hospitals and flexible work hours, and encouraged hospitals as a precautionary measure. employees to practise good hand For these patients, we launched hygiene and respiratory etiquette at our telemedicine and e-Health video the workplace. In addition, we increased consultation services. This platform cleaning and disinfection for frequently offers patients convenient access to touched surfaces across the workplace. a wide range of our medical services,

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We facilitated the mobilisation of an fashion designer/textile company to experienced infectious disease physician manufacture and donate PPE for frontliners from our Gleneagles hospital in Kota across public hospitals in Malaysia. Acibadem Kinabalu to support the MOH in managing Other essential items were donated Labmed processed the COVID-19 outbreak in the state of throughout the country to non-governmental 168,780 Sabah. Our physician has been working organisations and homes for the COVID-19 PCR, alongside MOH doctors at outbreak underprivileged. More information on antibody and centres across the state to help treat and IMU’s contributions can be found on antigen tests manage COVID-19. This physician has been pages 88 to 89 of this statement. selected as the technical member in the Government assessment programme for Singapore First private a COVID vaccine and is the only member Our hospitals here accepted stable from a private hospital in the National and recovering COVID-19 patients hospital COVID vaccine committee. from public hospitals. To date, we have in Singapore to admitted and discharged more than provide COVID-19 In addition, IHH Malaysia’s laboratory 350 patients. We were also deployed PCR testing division, Pantai Premier Pathology, by Singapore’s Ministry of Social and worked in collaboration with the MOH Family Development to conduct swab to increase the testing capacity for testing for more than 11,500 people COVID-19. It was one of four private in dormitories, polytechnics, and other laboratories in Malaysia to provide a locations, and to operate temporary COVID-19 polymerase chain reaction home-based COVID-19 sampling service, testing centres for a month. Up to 500 (PCR) testing. Priority testing is still being which includes the COVID-19 drive-thru people were tested daily at each facility. offered 24 hours a day, seven days a screening service that gives people week, including on weekends and public the alternative of being screened in Our clinical staff were part of the holidays, continuing all year in 2021. their vehicles. pioneering medical team for the planning and operation of the Turkey and Central and Eastern Europe IMU Community Care Facility. All 10 halls All 16 of our Acibadem hospitals As demand for ventilators increased, of the Singapore Expo with a capacity in Turkey have been declared hospitals struggled to treat patients of 8,000 beds were utilised towards “Pandemic Hospitals” by government because of insufficient equipment. this effort. decree and have designated wards for Given this situation, IMU donated two COVID-19 patients and persons under ventilator units to a public hospital. Our lab at was the first investigation (PUI). Acibadem hospitals In addition, it collaborated with a local private hospital in Singapore to provide have also been designated testing

Dr Serene Wee, general practitioner at Parkway 40 of our ACIBADEM Healthcare Services specialists travelled across borders to help COVID-19 patients at the Shenton Medical Group, together with her team mates, recently opened Yeni Klinika Hospital in Baku. stepped out of their comfort zones to provide COVID-19 swab tests for migrant workers.

IHH Healthcare Berhad 80 Annual Report 2020 IHH’s Gleneagles Hospital Hong Kong’s team offers free COVID-19 swab tests to all Hong Kong residents.

centres while the Acibadem Labmed Mobile hospitals were set up to improve discussed by key personnel at weekly laboratories have been certified by patients’ accessibility to healthcare. and monthly meetings. By maintaining the Ministry of Health for the running The five mobile hospitals have a total a safe work environment, we support the of COVID-19 PCR, COVID-19 antibody capacity of 70 beds, arranged at least consistent delivery of quality healthcare and COVID-19 antigen tests. This year, two metres apart. services to our patients. a total of 168,780 tests were processed by Acibadem Labmed. Hong Kong OSH committees are established at On 1 September 2020, the Government our hospitals, clinics and universities to The Acibadem City Clinic (ACC) of Hong Kong set up its Universal oversee the development of safety and in Bulgaria opened and maintained Community Testing Programme, with health rules, review their effectiveness, special units specifically for treating 141 testing centres across the 18 districts. assess workplace injuries and develop COVID-19 patients. A separate infections IHH’s GHK volunteered its services at corrective actions accordingly. The OSH department was opened to care for the Wong Chuk Hang COVID-19 testing committees serve as a contact point these patients and recently expanded centre which offers free COVID-19 for employees to raise any concerns or its COVID-19 unit to include a total of swab tests to all Hong Kong residents. complaints pertaining to workplace safety, 67 beds of which seven are designated The aim is to find asymptomatic as well as to report safety incidents. for intensive care. patients as early as possible for early identification, isolation and treatment In Macedonia, Acibadem Sistina to disrupt the virus transmission chain Hospital donated its vacant facilities in the community. to aid governments in the management and treatment of COVID-19 patients. Occupational Safety and Health An All 27 mechanical ventilation machines The safety of our patients and Occupational were made available for use. Acibadem employees is IHH’s highest priority. Safety and Sistina Hospital is the only lab in Our systems comply with occupational Health Committee Macedonia performing three types of safety and health (OSH) legislation has been established tests to detect COVID-19. In addition and standards. The management of across every IHH to this, employees of the hospital our OSH risks is carried out through hospital and clinic donated packages of food and hygiene a series of procedures such as, kits to vulnerable residents in the hazard assessments and controls, municipalities of Debar and Centar and incident reporting. The results of Zhupa, who were fully quarantined. these assessments are reported and

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Across our facilities, we have ample personal protective equipment (PPE) supplies and all medical staff are provided with the necessary PPE to protect them from contagions. PPE provided include:

Face shields Goggles Head covers Shoe covers

Gloves Gowns Masks

Mandatory training on topics such as infection control, manual handling, workplace violence, and fire safety, was carried out throughout the year on e-learning platforms.

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