Investing in People
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Quality& SUSTAINABILITY REPORT 2018 Wiser use of antibiotics INVESTING IN PEOPLE Improving patient safety CONTENT ”Together, we have a responsibility to run our operations with regards to their impact on society; on people, ENVIRONMENT animals and the environment” AniCura’s ambition is to provide veterinary care with respect for the environment. PETER DAHLBERG, CEO OUR PEOPLE Employee satisfaction and working conditions form an important part of 44 38 AniCura’s sustainability agenda. 4 MESSAGE FROM THE CEO 6 HIGHLIGHTS 2018 PROVIDING RELIABLE DIAGNOSTIC MEDICINE 20 7 ANICURA IN BRIEF In 2018, AniCura launched a new digital system where clinics can 8 TOWARDS SUSTAINABLE have medical images analysed by VETERINARY CARE board-certified radiologists sitting in 10 MEDICAL QUALITY AT ANICURA a different location. 12 Encouraging professional development and specialisation 16 Creating and sharing medical best practices 18 Improving professional communication skills 20 Providing reliable diagnostic medicine 22 Monitoring surgical site infections 24 Ensuring wiser antimicrobial use 28 Timeline 2018 24 32 30 Securing infection prevention and control 32 Enabling good incident handling ENSURING WISER ANTIMICROBIAL USE 34 Promoting patient medical In 2018, AniCura appointed record quality Antibiotic Role Models and ENABLING GOOD 38 OUR PEOPLE continued to decrease INCIDENT HANDLING the use of antibiotics. In 2018, a new system and processes 42 PREVENTIVE CARE to systematically reduce medical incidents were implemented. 44 ENVIRONMENT 46 COMMUNITY ENGAGEMENT 48 RESEARCH AT ANICURA ANICURA QUALITY 2 REPORT YEAR 2018 ANICURA QUALITY 3 REPORT YEAR 2018 I hope the report will give you valuable insights into AniCura “Sustainable veterinary care and provide inspiration starts with our people and values” on how we, together, can develop a better and more sustainable veterinary care in the future. PETER DAHLBERG Chief Executive Officer, CEO FIGHTING ANTIBIOTIC RESISTANCE I am especially proud of our work Shaping the future against antibiotic resistance, one of the biggest global threats against human and animal health. Two years in a row, of veterinary care, we have reduced unnecessary use of antibiotics at the majority of our clinics, and at some clinics with more than 40%. Behind this development are systematic measurements, improved TOGETHER hygiene routines, educational initiatives and impressive in-clinic efforts to drive AniCura has rapidly grown to become a leading provider of behavioural change. advanced veterinary care across Europe. With this development comes a great responsibility to run our operations with FOCUS ON PEOPLE regards to their impact on society; on people, animals and In 2018, we engaged with customers and employees to understand their the environment. perspective on sustainability and AniCura’s impact on society. Quality and antibiotics, preventive care and working conditions for our employees QUALITY AND PATIENT SAFETY the program has generated tangible emerged as key areas. In this report, we Ensuring high medical quality and improvements within areas such as share not only our work within medical patient safety are our most important infection prevention and control, quality, but also how we as one of the contributions to society, and key to competence development, incident largest employers within European gain trust from employees, customers handling and use of antibiotics. veterinary care strive to become the and other stakeholders. For decades, most attractive employer in our ”I am especially proud of our quality development has formed a core industry. Our values and investments work against antibiotic re- part of the agenda for the 250 carefully sistance, one of the biggest in building a strong company culture selected veterinary clinics that are part global threats against human form the basis for this work. of AniCura today. and animal health” I hope the report will give you valua- From 2015 and onwards, our company- PETER DAHLBERG, CEO ble insights into AniCura and provide wide quality development program Close collaboration and knowledge inspiration on how we, together, can has brought structure and support to sharing between clinics are key develop a better and more sustainable our clinics. Over the past four years, enablers for this development. veterinary care in the future. ANICURA QUALITY 4 REPORT YEAR 2018 ANICURA QUALITY 5 REPORT YEAR 2018 Highlights 2018 AniCura in brief Wiser use of antibiotics AniCura values % PER PATIENT AND DAY AniCura is a leading European provider of high- TOGETHER quality veterinary care for companion animals. 55% RESPONSIBILITY & INITIATIVE AniCura was born out of the idea that independently. Through platforms for OF CLINICS REDUCED sharing resources creates opportunities knowledge and best practice sharing, CARE & COMPASSION THE USE OF ANTIBIOTICS for better veterinary care. The company all clinics draw upon the global was established in 2011 as the first veterinary expertise in our network. EXPERTISE & DEVELOPMENT 13 merger of companion animal hospitals A clear vision, strong values and a in the Nordic region. unique medical quality program HONEST & OPEN 11.7 Since November 2018, AniCura is ensures a joint direction and part of Mars Petcare, a family-owned structured quality development. company focused on veterinary care and pet nutrition. THE VALUE WE CREATE IN SOCIETY Every year, AniCura helps 2.5 million 2017 2018 Fewer infections WHAT WE DO companion animals to a better quality after surgery AniCura is a full-service provider of of life and improved health. Invest- veterinary care from preventive care to ments in improving medical quality Continued advanced diagnostics, surgery, rehabili- and patient safety through education, tation and intensive care with 24/7 ser- research, equipment and premises has 7.2% 25 000 high customer vice. The company also offers selected totalled more than SEK 1 billion since pets on preventive health plan pet nutrition and care products. AniCura’s inception. The company also satisfaction Meeting the increasing demand stands for a large part of the round-the- 5.5% INDEX across Europe for more advanced care clock emergency care availability in and better quality is at the core of what Europe. we do. The clinics that form part of Direct and indirect job creation in 2018 AniCura are carefully selected based the veterinary industry and adjacent 2017 2018 760 employees in on specialist competence and quality. sectors form an important part of communication 84 AniCura’s value creation. In 2018, 760 2017 HOW WE WORK AniCura contributed with social trainings At AniCura, decisions are taken close charges, VAT and corporate income to the patient and customer and clinics taxes of SEK 1 billion. 83 within AniCura operate medically 2.5 MILLION PATIENT VISITS 5 000 EMPLOYEES 86% of 10 COUNTRIES employees are We shape the proud of working future of veterinary 250 ANIMAL HOSPITALS at AniCura care, together AND CLINICS 2017 2018 ANICURA QUALITY 6 REPORT YEAR 2018 ANICURA QUALITY 7 REPORT YEAR 2018 TOWARDS sustainable veterinary care COSTS FOR VETERINARY CARE With greater opportunities to treat and IMPROVED SUPPLIER CONTROL In addition to the above four key areas, cure companion animals, pet owners Based on risk assessment in the Taking responsibility for the This report includes a description of “We all have a responsibility increasing household spend on veter- are faced with tough decisions around sustainability analysis, AniCura has our ambitions and efforts, as well as our for a sustainable future. The well-being of future genera- inary care was raised as an important treatment options and costs. Important also strengthened supplier control and challenges within these four areas, with environment needs it, pet area to address by both employees and areas for AniCura are, therefore, to con- reviewed the sustainability risks in the tions forms a natural part of special focus on our medical quality owners demand it and customers. tinue improving customer communica- retail assortment at clinics in Sweden, AniCura’s vision and strategic program including the work to ensure a employees want to contribute” In Sweden, specifically, total spend tion around quality and costs, actively Norway and Denmark. wiser use of antibiotics. ANICURA EMPLOYEE IN 2018 SURVEY agenda. on veterinary care has increased over support pet owners around preventive During spring 2018, a new supplier the past twenty years. This development health measures to avoid illness as well code of conduct was developed regu- Sustainability at AniCura is driven by several factors: as to engage with educational institu- lating human rights, animal welfare tions to address labour shortages. and testing, as well as environmental In 2018, more than 1 000 customers and An increased demand for more responsibilities for our suppliers. Our employees across five countries were Meet expectations Focus Working Antibiotics conditions advanced care aim is to have main suppliers signed up invited to give their input on AniCura’s High medical “Today, we can cure illnesses Perceived in 2019. To ensure a sustainable retail impact on society and which areas that quality More frequent visits to the that only 5–10 years ago were quality vs. assortment, an assortment guideline are most important for AniCura to focus price veterinarian fatal. We have the equipment Environment Preventive care will be distributed to clinics that have a on. Based on their input and an analysis to make accurate diagnoses Anti-corruption