Stakeholder engagement objectives
Life Healthcare uses a formalised stakeholder framework to engage with stakeholders, and the board is kept abreast of any material stakeholder matters through the board social, ethics and transformation committee. Our communication mix uses the most effective communication channels available, including social media and other digital means.
Our five core values and the following objectives inform the Group’s stakeholder engagement strategy:
- Position Life Healthcare as a diversified leader in local and international healthcare
- Manage the Group’s reputation
- Build investor confidence in the Group
- Position Life Healthcare as the preferred hospital group for doctors, patients, employees and partners
Our stakeholders and engagement methods
Life Healthcare employs a two-directional approach to stakeholder engagement. This approach ensures that engagements from us to our stakeholders (bottom-up) and from our stakeholders to ourselves (top-down) are considered in our stakeholder engagement and management.
Industry and regulatory bodies
Shareholders, investors and financiers
|Input into value creation||
Doctors and consultants
|Value creation output||
Government as a customer
Medical healthcare funders
The Group created a clinical governance, quality and safety board committee to oversee all matters related to quality care. These include Group-wide monitoring, correction, improvement and alignment. The clinical directorate coordinates patient care to maintain international standards of medical care, and guides doctors and clinical employees in matters related to clinical services. In South Africa, PXM and response through the CARE programme support the development and maintenance of a positive patient experience.
Life Healthcare has negotiated network and service agreements with medical healthcare funders in South Africa to provide care to patients in a manner that supports all stakeholders.
Execution of an appropriate strategy to steer Group performance
Life Healthcare has revised its strategy to ensure alignment to our five-year objectives. Management will apply and monitor this strategy through operational direction and performance against key performance indicators.
Provision of cost effective care in an efficient manner
The Group reviewed all South African procurement activities and, where possible, enhanced these to reduce the cost of sales component of cost effective care. Synergies with other territories are being investigated. Operational improvements, such as electricity cost saving, further aid this. We are further aligning with doctors, medical healthcare funders and, where relevant, government, to improve cost of care for patients.
Operating in a fair, respectful and ethical manner within appropriate corporate and clinical governance frameworks
The Group has a board social, ethics and transformation committee to ensure that the Group’s ethics are effectively managed. Details of ethical operation are encapsulated in our code of ethics. This is the starting point from which employees draw guidance for behaviour within the Group. The clinical governance, quality and safety board committee is responsible for ensuring appropriate actions for all clinical governance-related aspects of operation.
Employee value proposition, including competitive remuneration, reward and recognition, personal development, and health and safety
The Group regularly assesses market factors, and our overall strategy is to offer employees competitive market-related remuneration in addition to various benefits. A range of employee health and wellness programmes support our efforts, while the Life Achiever Awards in South Africa facilitate peer recognition. Training and development programmes are offered at all employee levels. Health and safety training is a business essential that is first applied during induction processes for new employees.
The Group uses a stakeholder engagement strategy and various communication channels to ensure appropriate and timely interaction in a transparent manner.
Our Group Company Secretary and decentralised legal teams support the board in ensuring that all actions and approaches are within the confines of the laws and regulations of the territories in which we operate.
Assistance in addressing critical skills shortages in the industry
Life Healthcare operates the Life College of Learning, a registered higher education institution in South Africa, that provides training to meet the business’s needs. Engagement with government is ongoing to develop a partnered training model for doctors, nurses and other specialised skills.
Efficient interaction with case management, billing and payment and control of fraud
The digital e-billing project introduced a MultiTouch solution to our South African wards. This facilitates paperless, real-time functionality necessary for recording consumption of ward stock, equipment, gases and fees. Our case management process promotes efficiency through care coordination between the patient, hospital, medical healthcare funder and doctor. The Group has adopted stringent internal protocols and controls to manage healthcare fraud, this includes patient validation at admission, transparent reporting during case management, access control with segregation of duties, and imposed governance during the billing process.