Sustainability at BCH
Sustainability Report 2022
Sustainability at BCH
BCH operates our business with ethics, transparency, reliability, and fair treatment of all stakeholders and adheres in good audit system by considering the surrounding society to create a concrete standard in business operation. The Company is implementing the integration of the Environment, Social, and Governance (ESG) practices into our business to be sustainable for the Company and for all relevant stakeholders. Risks and challenges are also assessed to be ready for a rapid change, which can occur at any time, to prevent and mitigate the impacts caused by BCH, communities, society, and the environment. This sustainability integration also builds confidence among all groups of stakeholders for their certainty in our operation and will lead to the sustainable growth of our business.
Sustainability Policies and Goals
The Company is committed to integrating Environment, Social, and Governance (ESG) practices into our business operations. To ensure sustainability, we are taking proactive measures to prevent and mitigate any potential negative impacts on communities, society, and the environment. Our commitment to sustainability not only ensures the continuity of our business but also builds confidence among our stakeholders.
BCH established guidelines that aligned with the United Nations’ Sustainable Development Goals (SDGs) and includes 13 sustainable development goals (SDGs).
Sustainable development goals and guidelines
Key points
- Responsibility to patients
- Corporate Governance and Business Ethics
- Cybersecurity and data security
- Supply chain management
- Technology and innovation development
Management guidelines
- Improve services quality and patient’s confidence
- Patient service provision in accordance with HA and JCI standards
- Conducting business under strict and prudent risk management with transparent, fair, and verifiable corporate governance
- Strictly conduct business activities properly and appropriately in accordance with relevant laws and regulations.
- Improve the capacity in protecting stakeholder’s confidential information
- Prepare guidance in the personal data-related rights to exercise.
- Conduct risk assessments on an annual basis
- Improve services quality and patients’ confidence
- Promote the development of innovative medical services using technology to create business opportunities
Key points
- Organization and human resource development
- Accessible Healthcare
- Occupational Health and Safety
- Human rights management
- Development and participation with community
Management guidelines
- Conduct employee training for their efficient work delivery
- Appropriate remuneration and welfare and career growth opportunities
- Encourage employee and relevant stakeholders’ participation for social value creation and engagement
- Provide healthcare services to the Social Security insured persons
- Provide healthcare services in rural areas to increase the efficient healthcare accessibility
- Raise awareness and change the working behavior contributing the change of work culture
- Raise awareness and change the working behavior contributing the change of work culture
- Support the provision that benefits public interests
- Promote health education and healthcare accessibility to communities and society
Key points
- Waste management
- Water management
- Energy and Climate Change Management
Management guidelines
- Promote proper waste management
- Decrease waste generation at its original source such as plastic reduction behavior
- Campaign for water saving
- Organize activities to raise awareness of energy conservation for employees, business partners, patients, and customers
- Substitute light bulbs with energy saving bulbs
- Install renewable energy to decrease energy usage and greenhouse gases
Materiality Matrix
Economic Dimension
- Responsibilities to patients
- Corporate Governance and Business Ethics
- Cybersecurity and data security
- Supply chain management
- Technology and innovation development
Social
- Organization and human resource development
- Accessible Healthcare
- Occupational Health and Safety
- Human rights management
- Development and participation in the community
Economic
- Waste management
- Water management
- Energy and Climate Change Management
Value Chain Stakeholder Management
BCH recognizes the impacts on the stakeholders that our operation may have on stakeholders. To manage these impacts, the Company has developed guidelines for managing relationships with stakeholders and addressing the effect that may arise. In this regard, the Company has created a communication strategy to engage with our stakeholders and foster constructive relationship based on mutual understanding of our operations. At BCH, we believes that stakeholders are crucial to the continuity and sustainability. The below table shows value chain stakeholders’ expectation and needs as well as responding strategies.
Analysis of stakeholders in business value chain
Customers/Patients
Expectation and needs
- Healthcare services in accordance with standards and ethics
- Services satisfaction
- Obtaining accurate, clear, fast, and convenient health information
- Appropriate medical service fees
- Data Privacy and security of personal and treatment information
Communication/Channel
- Offline and online channels for communication and consultation such as Website, Facebook, Line, Twitter, and call center 1218
- Customer satisfaction survey
- Public relations activities and health knowledge sharing
Responding strategies
- Providing healthcare services with the Hospital Accreditation (HA) and the Joint Commission International (JCI) standards
- Receiving opinions, suggestions, and complaints to improve our services
- Healthcare education and knowledge sharing
- Assigning the customer relations department to estimate the fee and inform patients in advance
- Setting a system that protects patients’ data and treatment information
Employees
Expectation and needs
- Learning, talent development, and skills enhancement in line with business changes
- Fail Labor Practice
- Appropriate remuneration and welfare and career growth opportunities
- Company’s activities engagement
- Occupational Health and Safety according to standards
Communication/Channel
- Suggestion and opinion hearings
- Internal communication
- Employee engagement survey
Responding strategies
- Listening to their opinions, suggestions, and needs
- Communicating news and policies which related to employees such as human rights policy
- Giving employees the opportunity to participate in various activities
- Setting appropriate remuneration and welfare
- Improving the working environment to be in line with occupational health and safety practices
Shareholders/Investors
Expectation and needs
Financial Performance
- Business growth and good performances
- Good corporate governance and business transparency
- Appropriate dividends and returns on investment
- Transparency and continuity of business information
Environment & Social Responsibility
- Business operation considering its continuity and sustainability with social and environmental responsibility
Communication/Channel
- Annual General Meeting of shareholders
- Quarterly meeting between BCH and shareholders and investors i.e., Analyst Meeting, Opportunity Day, Company Visit, Conference Call, Roadshow
- Information disclosure through the Stock Exchange of Thailand
- Communication through website, telephone, email, and annual report
Responding strategies
- Good performance and appropriate dividends in accordance with company’s policy
- Operating business under strict and prudent risk management with the transparent, fair, and traceable governance
- Disclosing necessary and significant information relating to the business operation
- Improving investor relations website to be full of updated data
- Listening to their voices and suggestion
Creditors
Expectation and needs
Financial Performance
- Return of principals and interests as stated in contracts
- Business growth and good performances
Corporate Governance & Transparency
- Good corporate governance and business transparency
Communication/Channel
- Information disclosure through the Stock Exchange of Thailand
- Quarterly business turnover meeting
- Communication through website, telephone, email, and annual report
Responding strategies
- Creating good performance, returning principals and interests as agreed
- Operating business under strict and prudent risk management with the transparent, fair, and traceable governance
- Disclosing necessary and significant information relating to the business operation
Suppliers
Expectation and needs
Supply Chain Management
- Fair and transparent negotiation or agreement
- Opportunities to continue being business partners
Data Privacy & Security
- Data privacy and security of trade agreement or contract
Communication/Channel
- Company Visit
- Meetings such as new product presentation, product use instruction
Responding strategies
- Remaining good relationship
- Disclosing bidding information with transparency and fairness
- Regularly receiving suggestions
- Promoting sustainable business for business partners
- Protect the data privacy of suppliers
Community and Society
Expectation and needs
Environment & Social Responsibility
- Accessible healthcare improvement for promoting quality of life
- Activities to promote and support communities and the society, awareness raising concerning health issues
- Business operation that least affecting communities and society in a negative way
Climate Change
- Proper climate management
Communication/Channel
- Suggestions and opinions hearing
- Community engagement such as knowledge sharing, health promoting, and volunteering activities
Responding strategies
- Affiliated hospitals providing services to Social Security insured persons
- Hospital expansion to rural areas where healthcare accessibility is limited
- Giving opportunities to communities and society to engage in BCH activities
- Continually providing financial support for CSR activities
- Providing channels for suggestions, opinions, and complaints
Government and its agencies
Expectation and needs
Corporate Governance & Transparency
- Laws and regulations compliance
Communication/Channel
- Listening their needs and giving opinions and suggestions for the governmental laws and regulations
Responding strategies
- Strictly operating business in accordance with related laws and regulations
Competitors
Expectation and needs
Corporate Governance & Transparency
- Business operation under fair competition
Communication/Channel
- Following on industrial trends
Responding strategies
- Promoting the free market
- Operating business under the fair competition
Press
Expectation and needs
Corporate Governance & Transparency
- Having precise, fast, and timely delivery of news
- Press has an opportunity to meet with executives.
Communication/Channel
- Executives' interviews through various channels
- Disclosure of information
- Information disclosure through the Stock Exchange of Thailand, website, telephone, and annual report
Responding strategies
- Disclosing necessary and significant information relating to the business
- Listening to their voices and suggestion