Terveystalo Oyj : Corporate Responsibility Report 2020

TERVEYSTALO

Corporate Responsibility Report

2020

Contents

YEAR 2020

Terveystalo in brief ................................................................................ 4

CEO's review ........................................................................................... 5

Highlights and challenges in 2020 .................................................. 6

IMPLEMENTATION OF SUSTAINABILITY AT TERVEYSTALO

Terveystalo and sustainability ........................................................ 10

Goals and achievements ..................................................................... 12 Terveystalo contributes to the achievement

of sustainable development goals ................................................ 13

Stakeholder engagement ................................................................ 14

Word from stakeholders ................................................................... 15

Corporate responsibility management ....................................... 16

OUR PRIORITIES

Good health and well-being .......................................................... 20

Ethical business .................................................................................... 24

Responsible work ................................................................................. 26

Sustainable economic growth ...................................................... 30

Responsible consumption and climate action ........................ 32

FOUNDATION FOR OUR REPORT

Reporting principles ............................................................................ 36 GRI index .................................................................................................. 37

How to use our Corporate Responsibility Report

This Terveystalo Corporate Responsibility Report uses the Global Reporting Initiative (GRI) framework. The report contains informa- tion on the material aspects of Terveystalo's corporate responsibility.

The GRI index is provided at the end of the report. The state-ment of non-financial information stipulated by Section 3a of the Finnish Accounting Act is presented as part of the Board of Direc-tors' report in the Annual Review.

Terveystalo in brief

Terveystalo is listed on the Helsinki Stock Exchange and has a predominantly Finnish ownership. Terveystalo is the largest private healthcare service company in Finland in terms of revenue and network. The company offers versatile primary and specialist medical care services for corporate and private customers as well as the public sector. Terveystalo's nationwide network covers approximately 300 clinics across Finland. The clinic network is supplemented by 24/7 digital services.

TERVEYSTALO IS THE LARGEST PRIVATE HEALTH SERVICE PROVIDER IN FINLAND

APPROX.

3.7

million doctor's visits in 2020

309

CLINICS, INCLUDING

17 HOSPITAL UNITS AND 43 DENTAL CLINICS

APPROX.

1.8

million remote visits in 2020

1.2

SERVICE OFFERING

• • OCCUPATIONAL HEALTH CARE

• • PRIMARY AND SPECIALTY CARE

• • WELL-BEING SERVICES

• • IMAGING AND LABS

• • DAY SURGERY

  APPROX.

  million individual customers in 2020

• • HEALTHCARE OUTSOURCING

• • HEALTHCARE STAFFING

CEO'S REVIEW:

We are fighting for a healthier life

Sustainability is a core value for Terveystalo. We have committed to promoting the principles of the UN Global Compact initiative and the goals of sustainable development. In addition to improving good health and well-being, our operations and partnerships aim to create resilient infrastructure and innovations for effective care and the availability of care. We promote ethical business throughout our supply chain and create added financial value and jobs. We take responsibility for the environment by promoting sustainable consumption and fighting climate change.

The exceptional year highlighted the health and well-being of our customers and personnel in our operations. We established nearly 60 COVID-19 testing units, developed our testing capacity and strengthened our service offering in various remote channels. We also created entirely new service solutions related to the COVID-19 strategy, from risk assessment to testingand tracing to enable a quick return to normal for our customers and society as a whole. Despite the fact that we work at the very core of the COVID-19 pandemic, our professionals stayed healthy.

Despite the COVID-19 crisis, we boosted our corporate responsibility efforts and promoted the principles of the Global Compact initiative in several areas. We offered an online course to train our professionals in our Code of Conduct, compliance and ethical requirements. At the end of the year, approximately 4,300 employees and 1,600 private practitioners had completed the course. As part of our equality plan, we mapped the status of pay equality for women and men. The results will be used to promote equal pay.

COVID-19 had a profound effect on our business, and in the first half of the year we were forced to commence employee cooperation negotiations on temporary layoffs. The negotiations were conducted in a constructive spirit with shop stewards representing the trade unions. Our career services were able to find replacement work for some of the people temporarily laid off. We also provided training on digital appointment services for hundreds of professionals. As COVID-19 restricted people's mobility, we multiplied the availability of our digital services. In 2020, we provided some 1.8 million appointments digitally or over the phone. Remote services improve both the availability of care and environmentally friendly practices by cutting down unnecessary travel. During the year, we reduced our carbon footprint by a half by using green electricity, for example.

Despite the exceptional year, we exceeded the sustainability goals set for loan financing in 2020: our customer satisfaction reached a record high, the employee net promoter score (eNPS) increased from the reference period, and we managed to restrain our mixed waste intensity despite the steep increase in the consumption of protective equipment. There were no significant changes in our supply chain during the year, although we had to acquire protective equipment from several sources to ensure business continuity.

This is our second responsibility report in line with the GRI Standards, and it describes the progress of our responsibility efforts. Responsible bu-siness is also financially profitable and sustainable business. I am proud of our efforts to improve corporate responsibility. We will raise the bar even higher in the years to come.

Kind regards,

Ville Iho

Chief Executive Officer Terveystalo

Highlights and challenges in 2020

In 2020, our corporate responsibility work was affected by the COVID-19 crisis. In addition to ensuring the health and safety of our own personnel, we created solutions for addressing the COVID-19 crisis. We established nearly 60 COVID-19 testing units, built our testing capacity and strengthened our service offering in remote channels. We improved the availability of treatment in emergency conditions by multiplying our digital services. In 2020, our Net Promoter Score for customer experience reached an all-time high despite the exeptional conditions. We reduced our carbon footprint by over a half and provided Terveystalo's employees with training on our Code of Conduct and ethical requirements. We also witnessed significant improvement in our employee net promoter score (eNPS). Daily life with COVID-19 put a strain on our experts, and the use of protective equipment increased the amount of generated waste.

HIGHLIGHTS

BETTER AVAILABILITY OF CARE THROUGH DIGITAL SERVICES

Thanks to our digital capabilities, we were able to respond quickly to the clear increase in the demand for remote services. In 2020, the number of provided digital appointments was some 700,000. At its best, the number of digital appointments was 11,000 per day, and Terveystalo's physicians could be reached through a chat in a matter of seconds.

IMPROVED NPS IN ALL AREAS

Our operations increased the trust of our customers, and the Net Promoter Score (NPS) for appointments improved every month. The already high NPS for appointments reached an all-time record of 82.8 (72.5 in 2019). The NPS for our hospital services remained at an exceptionally high level and was 94.4 (89.2 in 2019).

HEALTHY PERSONNEL AND IMPROVED ENPS

We work at the very core of the COVID-19 pandemic, but our professionals stayed healthy: the number of sickness absences was flat year-on-year. In addition to the record-high customer satisfaction, the employee Net Promoter Score (eNPS) that reflects the satisfaction of our professionals increased clearly from nine last year to 18 this year.

IMPROVED REPORTING AND TRANSPARENCY OF THE QUALITY OF CARE

In 2020, we developed a new quality index comprised of seven effectiveness indicators. With this quality index, we challenge all national operators to transparently report their quality data, facilitating the comparison between different service providers. The quality index promotes better quality management on all levels of the organization.

CARBON FOOTPRINT REDUCED BY A HALF

The carbon footprint is an environmental perspective of Terveystalo's business operations that is considered important by investors. We reduced our carbon footprint by over 50% year-on-year by using green electricity, for example.

THOUSANDS OF EMPLOYEES REWARDED WITH A BONUS OF EUR 500

Terveystalo rewarded 5,000 members of its front-line staff for their exceptional efforts during the COVID-19 pandemic with a bonus of EUR 500 per person.

CHALLENGES

EMERGENCY CONDITIONS PUT A STRAIN ON EXPERTS

Our occupational safety survey related to COVID-19 aimed to find out how occupational safety is implemented at daily work during these exceptional times and how it can be improved. Based on the survey, coping at work and the burden of work are a concern to our experts.

PROTECTIVE EQUIPMENT CONSTITUTE A CHALLENGE FOR REDUCING THE AMOUNT OF MIXED WASTE

In 2020, the use of protective equipment needed for COVID-19 testing and to protect our staff and customers multipliedby 10. We used as many as 300,000 pieces of respiratory protective equipment per week.