In 2011, we will measure specific key performance indicators (KPIs) related to our 4 focus areas for the first time. We intend to communicate more extensively on qualitative and quantitative CSR information in the 2011 Annual Report. We plan to start a structured dialogue with our key stakeholders and we plan to set specific targets for our KPIs in 2012.
To round off the project fase, a meeting was organised for the four project teams representing employees from various group companies, that worked on defining the 4 company-specific CSR focus areas. It was an inspirational session, amongst others with a presentation from Ahold about their CSR efforts.
Stakeholder dialoque
Our company’s success depends on how we meet our patients’ needs and how we incorporate other stakeholders’ views and interests in our business strategy. We engage with customers, patient and consumer organisations, professionals, prescribers, payers, employees, works councils, manufacturers, governments and investors.
The various markets in which we operate are not regular markets. Governments set requirements on affordability, accessibility and quality of care. This makes healthcare markets highly complex and challenging.
Our group companies maintain contact with customers (patients and professionals) and measure satisfaction proactively through customer satisfaction surveys. We also have regular contact with patients, patient organisations and prescribers, with whom we discuss therapy-related issues. The General Meeting of Shareholders, roadshows and investor meetings provide a platform for our structured engagement with our shareholders. Our central sourcing department and local category managers regularly liaise with manufacturers. Our corporate Director Public Affairs actively monitors discussions between governments, political officials, regulatory bodies and patient and consumer organisations. Where possible we, directly or through industry associations, contribute to the discussion.
We have dedicated people at the country level who have contact with health insurers.
Governance
We have set up an organisational structure for the governance of CSR to ensure that our CSR policy is effectively implemented. The Executive Board has ultimate responsibility for CSR. Operational responsibility lies with our Corporate Director Quality Assurance and Safety.