Management of Impact on Stakeholders in the Value Chain

1

Value Chain and Stakeholders Identification

The Company places a priority on the management of its value chain, a mechanism for developing its competitiveness, reduce sustainability risks arising from its business operations. The Corporate Governance and Sustainability Development Committee analyzed the Company’s main activities from the upstream to downstream activities in adding value for the business in parallel with the identification of key stakeholders or persons who had business relationship and were involved in the Company’s activities. Then a data relationship analysis and review with regard to the stakeholders who are positively and negatively affected by being involved in the Company’ s activities were conducted. According to the value-chain analysis results, four primary activities and six support activities were identified and evaluated. In addition, the Hospital has managed the relationship with the stakeholders in its value chain by dividing them into six groups consisting of 1. employees 2. service users 3. community, society and the environment 4. shareholders and investors 5. suppliers 6. business competitors as shown below:

2

Stakeholder Engagement

The Company has conducted stakeholder engagement according to the results of an analysis on business relationship of stakeholders to its business operations throughout the value chain to assess positive and negative impacts that have occurred and those with likelihood of occurrence obtained from gathering stakeholders’ expectations through channels for receiving opinions and suggestions, whether formal or informal methods as well as on the sustainability context in responding to stakeholders’ expectations through the execution of the Company’s strategies and business plan covering economic, social, human rights and environmental dimensions throughout the value chain. The channels for engagement and responses to the expectations and concerns of every group of stakeholders and the results of the execution are as follows:

Engagement Expectations and Concerns in 2022 Responses in 2022 Results in 2022
Employees
  • Town hall meeting
  • Receiving comments, suggestions, and problems from employees via various channels, for example, Group line PR9 connect, PR9 connect, e-mail / website, etc.
  • Receiving complaints from employees via Red Box
  • Yearly employee engagement survey
  • Safety Culture Survey
  • Personnel training and development
  • Performance assessment
  • Proposals for the continuous quality improvement (CQI) projects
  • Reasonable and fair wages, fringe benefits, and benefits.
  • Security and advancement of one’s career.
  • Skill and competency development
  • Employee equitable and fair treatment; respect to individuality and human rights.
  • Environment and safety at the workplace
  • Job evaluation performed by experts, appropriate compensation determination, payment of wages and fringe benefits that are reasonable and appropriate at the rates that are competitive with hospitals of the same size.
  • Determine job titles/ positions, career advancement of both executive and operational levels
  • Individual performance evaluation in terms of skills, knowledge and abilities, make a human resource development plan and support the implementation as planned.
  • Promote multiple channels for participation in expressing opinions to executives.
  • Create positive work environment and safety at the workplace
  • Health promotion by providing vaccines for free to risk groups for, such as Hepatitis B, Influenza and COVID-19 vaccine.
  • The survey results of employee engagement is at 80.9%
  • The recordable injury rate is zero.
  • Average Turnover rate 12.75%
  • High Performance Turnover rate 4.75%
  • Average training hours are 48.37 hours per employee.
  • Number of departments implementing the continuous quality improvement (CQI) projects is 94.59%
Engagement Expectations and Concerns in 2022 Responses in 2022 Results in 2022
Service Users
  • Survey of patients’ comments and experience from receiving services from the hospital
  • Survey of patients’ needs, satisfaction and suggestions from receiving services from the Contact Center System
  • Organizing customer relations activities / marketing activities to meet customers on a regular basis.
  • Providing contact channels at telephone no. 1270, 24 hours and the website: www.praram9.com.
  • Participation in the development of community and society
  • High quality and safe services,
  • Promoting families’ participation in medical treatment planning
  • Clear communication about self-care after leaving the hospital.
  • Access to convenient and efficient medical services
  • Expertise of physicians and state-of-the-art and reliable medical equipment and tools.
  • Protection of confidential information and privacy of service users.
  • Developing the quality of life and health well-being of people in the community and society
  • Providing quality medical services that meet the international standards and comply with the relevant regulations and laws.
  • Developing and enhancing the efficiency of medical treatment service provision process, creating the participation of patients and families and effective and continuous communication about self-care.
  • Developing the services of the Virtual Hospital to meet the needs of service users.
  • The results of the survey on patient experience show that the service user satisfaction is at highly satisfactory level with the inpatients in Top Box at 97.01%
  • The survey results show that the service user satisfaction for the services provided by Contact Center System is at highly satisfactory level or at 98.14%
  • The growth of the number of Virtual Hospital’s service users in 2022 is 2.49 times higher than in 2020.
Engagement Expectations and Concerns in 2022 Responses in 2022 Results in 2022
Community, Society, and Environment
  • The survey on the community’s needs
  • Meetings and meet and talk
  • Website and social media
  • Listening to comments and complaints via communication channels, such as Hotline 1270, 24 hours or via the Hospital’s website.
  • Supporting the healthcare of the community and society
  • Providing medical aid during the COVID-19 pandemic
  • Efficient use of resources, supporting clean energy use and green glass gas emissions reduction to reduce impacts on the environment.
  • Organizing a social activity under the project entitled “Happy Community”
  • Producing media for the provision of trendy health knowledge and information that meet the social media’s requirements.
  • Developing its services to enable delivering efficient and advanced services that meet the needs of people of all ages in the society to enhance the quality of their lives.
  • Promoting and making campaigns on efficient use of resources in accordance with the practices of 3Rs.
  • The community and society, as a whole, have recognized the Hospital’s contribution and supported the activities organized by the Hospital.
Engagement Expectations and Concerns in 2022 Responses in 2022 Results in 2022
Shareholders and Investors
  • Annual General Meeting of Shareholders (AGM)
  • Investor Relations Activities
  • Communication via social media and printed media, i.e., www.praram9.com, newsletters and electronic news, participation in Roadshows and other activities.
  • Operating results, business growth, security and profits
  • Management of risks to enable change readiness and to drive sustainable growth in the future
  • Good corporate governance, transparency, and accountability.
  • Regular disclosure of the Company’s important information
  • Developing potential and expanding business lines in order to drive continuous business growth, generating investment maximum returns to the shareholders and returns from long-term investment.
  • Operating business under the principles of good corporate governance with transparency and fairness
  • Management of economic, social and environmental risks in a systematic, prudent, and well-thought-out manner
  • Disclosing and presenting accurate and complete information on the operating results and a direction and plan with transparency and accountability.
  • The Company’s continuous business growth
  • Total revenue increased by 37.2% from 2021
Engagement Expectations and Concerns in 2022 Responses in 2022 Results in 2022
Suppliers
  • Quarterly supplier selection and evaluation
  • Organizing meetings, seminars or activities
  • Visit to suppliers
  • Receiving comments by posts, or on the Company’s website for reporting to the Audit Committee.
  • Communication via electronic media and phone.
  • Fastness of procurement process focusing on equality, transparency and fairness
  • Business growth and increasing revenues
  • Fair and punctual remuneration payment
  • Respect of human rights and fair treatment of labors, social and environ mental responsibility
  • Building an application for keeping data of suppliers’ deficiencies to allow rapid supplier evaluation
  • Organizing meetings with suppliers in preparing trade and procurement contracts and all suppliers are treated equally and fairly in accordance with the Company’s Procurement Policy.
  • Compliance with the trading terms and agreements and compliance with terms of payments.
  • Protection of confidentiality of suppliers, providing information, news and welfare and benefits as well as trainings to suppliers’ employees working in the Hospital, on the same basis as all permanent employees of the Company.
  • Average trade credit payment term at 45 days
  • No complaint was found.
  • No fraud issue was found.
  • No breach of the Supplier Code of Conduct was found.
Engagement Expectations and Concerns in 2022 Responses in 2022 Results in 2022
Business Competitors
  • Attending meeting of the Private Hospital Association
  • Conducting itself with good and generallyaccepted competition practices.
  • Refraining from recruiting from competitors.
  • Compliance with the Corporate Ethics Policy and Trading Terms.
  • Compliance with Business Ethics.
  • Participating in meetings of the Private Hospital Association, giving information and recommendations, and complying with the resolutions of the meetings.
  • No business dispute was found

Supplier Code of Conduct

Praram 9 Hospital has been committed to conducting its business with responsibility, integrity, transparency and fairness on the basis of the good corporate governance and Code of Conduct, taking into consideration risks and opportunities in the economic, social, human rights and environmental dimensions that may have an impact on suppliers’ operations. To achieve such commitment, the Company has strengthened the relationship with suppliers and collaboratively created sustainable value with stakeholders throughout the value chain. In addition, the Supplier Code of Conduct has been developed to serve as guidelines for Praram 9 Hospital and suppliers to achieve the sustainable business development through conducting business with transparency, respect for human rights, fair and ethical treatment of labors in compliance with applicable laws, following the standards for safety, occupational health and environment as well as closely monitoring the implementation as follows:

All suppliers are expected to deliver quality products and services at a reasonable and fair price in an accurate, precise, complete and timely manner and continuously develop their products and services using advanced technology.

All suppliers are expected to comply with all applicable laws and shall not violate any Intellectual property rights and put in place measures to ensure that the Company’s confidentiality is maintained. and shall not use important business information as well as confidentiality related to the Company or its stakeholders without the Company’s prior written consent.

Suppliers are expected to ensure that all stakeholders are treated with responsibility, fairness and openness in ensuring equality of opportunity for the competition and operate their business under fair and honest competition rules.

Suppliers are expected to comply with labor laws and ensure that all employees are treated equally, without discrimination and shall neither employ illegal workers nor use forced labors, such as human trafficking and the use of child labors.

Suppliers are expected to operate their business taking into consideration the impacts on community and society and have participation in the development of the quality of life and well-being of people in communities in society.Health Innovations

Suppliers are expected to comply with environmental applicable laws, including pollution management, waste disposal and business process development to achieve environmental sustainability, such as production process improvements to reduce greenhouse gas emissions.

Suppliers are expected to use resources efficiently to reduce waste and select or produce eco-friendly products and shall take careful actions, not allowing them to negatively affect the environment and encourage their employees to use resources economically and efficiently.

Suppliers has the rights to request for information and report clues or complaints about a possible breach of Praram 9 Hospital’s Code of Conduct via e-mail: CEOoffice@praram9.com or make a telephone call to the Company’s senior executives via the following direct phone number: 087-111-5994 Moving

The results of the evaluation of breaches of the Code of Conduct of suppliers in the value chain in 2022

No breach of the Code of Conduct of suppliers in the value chain was found.

Supplier Management

The Company has given priority to the supplier development and management under the same guidelines, compliance with laws and suppliers’ sustainable development. The evaluation on major suppliers and new suppliers will be conducted at least once a year according to the Company’s plan for the development and enhancement of suppliers’ operational efficiency to enable the Company’s risk reduction and opportunities for achieving sustainable competitive advantage.

Trade credit payment Policy

Average trade credit payment term in 2022 = 45 days