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Social Policies and Practices

Praram 9 Hospital operates its business with a strong sense of social responsibility throughout the business value chain. This results in Praram 9 Hospital strive for positive social change and the maximum benefits of business operation, whilst setting and achieving goals according to social dimensions that include creating sustainable healthcare environments which is the organization’s main mission to demonstrate social responsibility through the implementation of the Corporate Social Responsibility in Process (CSR in Process) and the Corporate Social Responsibility after Praram 9 Hospital Public Company Limited 77 Process (CSR-after-process) to care about and improve health and quality of life for people in society through the continual implementation of various projects in relation to developing knowledge and working skills, safety culture, healthcare for employees, developing career paths, specialized medical center, digital health service, improving the quality of life of vulnerable groups in society, health safety in times of COVID-19, and vaccination services to prevent viral infections.

Praram 9 Hospital realizes the importance of operating business to ensure continuous and sustainable growth. Therefore, policies and strategies for human resource development have been made to provide employees with multiple benefits in many aspects, such as boosting knowledge, abilities, skills, and expertise, talent-management strategies for retaining high-performing employees and caring about employees’ wellbeing, important succession planning, developing career paths, respect for human rights, as well as compensation management, and welfare allocation to ensure employees’ happiness and their organizational commitment, and their pivotal role to drive the organization to achieve the Sustainable Development Goals (SDGs), SDG 3, 4, 5, 8 and 9. In Addition, Praram 9 Hospital is involved in community participation and social development, which is in line with the SDGs’ Goals 3, 4 and 5.

Goals of Sustainability Management in Social Dimensions

Human Rights Policy
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Social Management

Praram 9 Hospital believes that conducting a socially responsible business model is the key to driving the business towards sustainability in the form of creating shared values between the organization and its stakeholders, both internal and external. This leads to building business competitiveness and creating business opportunities as the preparation for the rapid rate of technological and digital change, business environments socioeconomic contexts, including changes in healthcare and public health innovations. As a result, Praram 9 Hospital improved operational strategies in many areas to meet the needs of service recipients by giving advice to patients via online system in order to increase online purchasing channels, and focusing on specializing in treating complex diseases such as diabetes, heart disease, kidney disease. The Company also set a policy 56-1 One Report | 2022 78 framework for social responsibility emphasized on rapid diagnosis, developing Telemedicine treatment using AR and VR, AI applications in medical diagnosis, and remote patient monitoring. In this regard, it is necessary to provide medical employees with digital literacy skills while developing digital technology infrastructure, integration of information, and medical information standards. This results in the creation of sustainable economic and added social value as follows:

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Promoting respect for the principles of human rights and treating others with equality, non-discrimination, regardless of differences in race, skin color, gender, age, language, religion, mental status, disability or disabled, social status, political idea, as well as marital status,
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Providing protection as a result of giving opportunity for employees or stakeholders affected by human rights violation to express their opinions or complaints about unfair practices or improper actions in the Company. There are processes and channels provided for receiving complaints both online and offline which are easily and quickly accessible 24 hours a day, including the Contact Center Tel; 1270, the complaint/comment box as well as delivering information to the responsible agencies, and appropriate and fair measures to protect individuals who report or present opinions, and
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Remedy when the Company’s operations causing human rights violations. As a result, it provides a remedial process starting with initial assistance, the relevant agencies analyzing the facts for investigation, and finding ways to apply for development and correction, and reporting to Board of Directors to consider appropriate assistance and remedies for those affected by human rights violations.

Project to Create Valued Works, and Gender Equality

The Company had itself be a part in social movement to strengthen the status of women in society. In 2022, the percentage of female employees was at 71.91% of the total employees.

To achieve sustainable health in intellectual, physical, and mental aspects, it is crucial for the Company to be a part of and bring about the valued works and to encourage gender equality in favor of a movement to strengthen the social status of women. In 2022, the number of female medical doctors was at 47.85%, of female nurses was 96.54%, of other medical staff was 83.15%, of other departments’ staff was 67.97%.

Human Rights and Labor Practice Performance

Respect for Human Rights and Labor Practices

Human Rights Action Development Plan

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Review human rights risk management guidelines throughout the business value chain;
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Organize a comprehensive human rights risk assessment; and
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Organize human rights risk training for stakeholders throughout the business value chain.
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Management on Responsibilities to Personnel Resources

The Company always regards employees as an important resource in driving the organization towards success. Meanwhile, developing and sustaining employee engagement to the organization is considered another challenge. To achieve that, it requires the use of various tools and approaches including human resource development, creating a safe working environment along with attracting and retaining talent and high-performing employees, monitoring the effectiveness as the indicators of employee satisfaction rate in order to improve and develop a management system along with the use of the analytical system about employees in various aspects to carry out a management plan on responsibilities to employees, an analyze on skills that still need further development in order to support the recruiting and hiring process to improve employee engagement with the organization.

In 2022, the Company reviewed the targets about responsibilities to employees while promoting training for employees of all levels to improve customer experiences and create new values. Praram 9 Hospital focuses on Human resource development and adjust employee behavior to meet organizational culture through the implementation of a variety of appropriate human resource development projects. This resulted in upgrading the Reskill and Upskill levels in both Soft Skills and Hard Skills to develop or modify business processes, business models, or develop innovative products and services, as well as building leadership and planning a clear career path (Career Path) which led to management goals on responsibilities to employees, consisting of an average of at least 20 hours of training per person per year (added more 10 hours from the existing goal) with the purpose to promote safety, occupational health and working environment as set, zero accident rate and zero occupational morbidity rate, as well as improving the quality of life and well-being, building engagement and motivation to retain talented employees according to the target on employee engagement rate of not less than 75 percent and turnover rate of less than 10 percent. Consequently, the responsibilities to employees demonstrate the results as follows:

Specific Trainings

SAFE PLACE

  • Conduct a strict screening according to safety standards.
  • A COVID SAFE sticker should be easily attached after going through the screening point.
  • Separate patients developing signs and symptoms such as fever, cough, sore throat and runny nose to the ARI Clinic outside the hospital building.
  • Wearing a mask at all times has been made mandatory for everyone when entering the hospital.
  • Set up the sitting for patients to support an at least 1-2-meter social distancing practice.
  • Alcohol-based handrub is available in every area of hospital.
  • Check the levels of light, sound, heat, chemical substances, and radiation in the work place.
  • Set up the sitting in the cafeteria for hospital staff to meet social distancing practice.

SAFE PERSONNEL

  • Separate staffs who take care of at-risk groups of people from general patients.
  • All staffs are required to wear N95 masks and face masks.
  • Strictly comply with infection control practices such as wearing PPE, Face Shield, and rubber gloves.

SAFE MEDICAL SUPPLIES AND EQUIPMENT

  • Disinfectant all medical supplies and equipment, including initial inspection equipment, procedure room equipment, operating room equipment, both before and after the use, according to medical standards.
  • Provide trainings to improve expertise in transporting patients to achieve the service at a professional level.

Employee Engagement

Employees are the most valuable resource and an important factor in building business success. The Company is therefore committed to develop and promote a corporate culture of affection and solidarity to be flourished within the Company, and also adhere to the principles of fair treatment of employees in terms of opportunity, progress at work, compensation, benefits, the development of capability and knowledge, privacy rights, as well as creating an environment suitable for effective work performance and good health for employees.

Motivation to retain talented employees

Employees are considered the foundation and key to building competitive advantage and sustainable corporate growth. Praram 9 Hospital always values employee feedback received through various channels including surveys, meeting, or messages sent through various media, all of which allow the Company to reach and understand the needs of employees who are important stakeholders and respond to the expectations or needs of employees in the most relevant manner, which led to employee satisfaction and a more effective work performance thanks to the environment that encourages and promotes innovative ideas and employee engagement with the organization. In 2022, the Company developed employee engagement and created motivation to retaining talent employees through the following activities:

Performance of Responsibilities to Personnel Resources

Responsibilities to Personnel Resources

In 2022, Praram 9 Hospital has promoted personnel’s knowledge and skill enhancement by conducting a total of 66,852 hours of training, equivalent to 48.37 hours per person in average which increased by 366 percent from the previous year of 2021. In terms of health, safety, and workplace environment promotion, the rate of workplace accidents in 2021 ended up at 0.21 percent, decreased by 70 percent from the previous year, while the sickness from work last year was zero. The rate of employee engagement was 80.90 percent, increased by 5 percent from the previous year, while employee resignation rate was 12.75 percent, increased by 15 percent from the previous year. Lastly, the voluntary resignation rate of high-performance employees was 4.75 percent, decreased by 1.1 percent from the previous year.

Responsibilities to Personnel Resources Plan

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To make a workplace environment as ‘Digital Workplace’;
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To improve personnel’s ability for delivering healthcare service as well as develop digital technology infrastructure;
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To provide technological tools and equipment to be used in and for development and enhancement of skills for medical doctors and nurses; and
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To upgrade and improve resources to be able to satisfy the competitiveness, and to respond to any potential shifting situation.
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In 2022, the Company has reviewed its targets of responsibilities to service recipients and came up with new aims to increase growth rate of Virtual hospital service users 10 time by 2025 compared to base year 2020, and obtain not less than 95 percent of service recipient satisfaction. To achieve these goals, the Company, therefore, needs to adjust its corporate culture and operation approaches to be more versatile and speedier which are crucial fundamentals that enable the Company to be well prepared for responding to any challenges from future changes as well as to increase its competency in technology-related competition.

Development of Virtual Hospital System by Praram9V

The development of a virtual hospital of the hospital itself is an online hospital center, Praram 9 Hospital (Praram9V) based on the idea of “Patient centric care” which is a concept of providing healthcare with the patient as a center. The approach will use the up-to-date technologies to satisfy the Digital Hospital Policy of Praram 9 Hospital. In addition, with the goal to have medical services accessible with ease and meet the demands of the service recipients in the present who wish to avoid going to a hospital, or crowded areas or crowds, Praram 9 Hospital then applies the concept of “Decentralized healthcare service” to extend the services to places more convenient for the service recipients, for example, at home, or workplace, through the Telemedicine, and the Smart Healthcare Services.

The Telemedicine Project of Praram9V uses the technology that allows patients and medical staff to communicate to each other in real time. By this technology, the doctor would be able to immediately observe and diagnose the symptom which makes an access to medical treatment much more efficient. Especially, those who dies not live anywhere near the hospital could reach the medical services, receiving consultation, diagnosis, and treatment from the doctor with no limitations on the time and place. This technology also helps patients with chronic diseases and elderly people who are not able to make a trip to the hospital so easily to receive medical care in a continuous and closely manner. Moreover, the hospital specially provides the Telemedicine Clinic if the circumstance requires, such as, a clinic that gives advices on the COVID-19 vaccination, and a clinic that treats patients infected with COVID-19 who are not in a serious condition remotely to their home. All of which result in the number of the telemedicine service users increasing gradually.

The Smart Healthcare Services Project is a smart healthcare system for elderly people and people with chronic diseases, or those with no medical condition but exposed to a disease, or those who take great care of their health. The online hospital center has developed a fashionable platform which can connect to medical equipment allowing the doctor to diagnose and follow up remotely from the hospital to the patient’s place in real time. Also, there are teams of doctors and nurses available for giving advices at all times, so the treatment can continuously be done. For example, the Continuous Glucose Monitoring System (CGMS) Device which gives the patient an access to a comprehensive healthcare provided by the team of professionals, including doctors, nurses, and nutritionists, and the symptom of the disease could be closely monitored and well controlled.

Moreover, the service points of the Virtual Hospital Services provided by the online hospital center have been expanded to other locations apart from the hospital, for instances, telemedicine service provided in a drug store, or outreach locations which may be a nursing room of a company or an exclusive private school. As a result, the Company is able to introduce and expand the service provision base of the Virtual Hospital Services to new users.

Responsibilities to Service Recipients Performances

As a result of modernized and effective diagnosis and treatment services development to meet the Virtual Hospital standard, the number of Virtual Hospital users in 2022 eventually grew up by 2.49 times, while the recipient satisfaction rate rose to 98.14 percent which was decreased by 0.43 percent from that of 2021.

Responsibilities to Service Recipients

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To retain the electronic health record security in accordance with ETDA standard; and
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To develop Cloud storage for company’s data.
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To provide technological tools and equipment to be used in and for development and enhancement of skills for medical doctors and nurses; and
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To upgrade and improve resources to be able to satisfy the competitiveness, and to respond to any potential shifting situation.

In 2022, Praram 9 Hospital has reviewed its objectives for community engagement and set up new targets to increased Community activities is Praram 9 Hospital Public Company Limited 91 World Kidney Day Event Praram 9 Hospital held the World Kidney Day Event on 10 March 2022 to impart knowledges on how to take care of patients with kidney disease to the public, patients and their family members coming to the hospital, as well as the knowledges on nutrition and medicines for patients with kidney disease and their family members. Online Seminar on Hypertension (High Blood Pressure) Praram 9 Hospital held a seminar on hypertension for Ricoh (Thailand) Limited on 17 March 2022. There were 51 participants, and the hospital sent Ricoh’s HR Department the video file of the seminar to share internally. PTT Me Suk Project Praram 9 Hospital organized the PTT Me Suk Project having the executives of PTT Public Company Limited to visit the Fix & Fit Institution, and experienced the Cryotherapy at the temperature of -110°C (Ice Lab). higher by 20 percent by 2025 baseline year 2020. To fulfill these targets, the Company has carried out a number of social activities to promote health and safety knowledge among the public, with an effort to improve community’s healthcare system and support sustainable employment which are the fundamentals of quality of life improvement.

Online Seminar on Hypertension (High Blood Pressure)

Praram 9 Hospital held a seminar on hypertension for Ricoh (Thailand) Limited on 17 March 2022. There were 51 participants, and the hospital sent Ricoh’s HR Department the video file of the seminar to share internally.

Praram 9 Healthy Kids Project

Praram 9 Hospital organized a lecture on the topic “What to do when your child has an accident?” spoken by Nongnaphat Khow-Ean, M.D., Pediatrician with an expertise on Pediatric Respiratory Disease, Praram 9 Hospital.

Knowledge Sharing Articles

Health Articles for Prevention Purposes

Health Articles for Treatment Purposes

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Community Engagement Performances

Community Engagement

As a result of active community engagement to promote community wellness and health security, a total of 20 activities resulted in activities for the community and society increased by 17.65 percent from the previous year.

Community Engagement Development Plan

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To create new experiences by providing knowledges on health to the customers and their caretakers; and
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To improve healthcare system in the community by providing training courses to maintain the balance between physical, mental, intellectual, and social dimensions of health.