Vinmec continuously strives to enhance product quality and customer satisfaction through research activities, technology transfer, and clinical trials. Over the years, 384 scientific papers have been published, affirming our commitment to research and the application of the latest medical advancements in healthcare. Vinmec also focuses on international collaborations and the development of Centers of Excellence (COE), enhancing professional capabilities and offering advanced treatment solutions and techniques, as well as continuously improving service quality. In 2024, the customer satisfaction index (NES) reached 90%, evidencing the success of our care and treatment efforts. These results demonstrate Vinmec's commitment to providing high-quality healthcare services and continuous innovation for the benefit of the community.

Vinmec views social responsibility as a critical part of its mission, not only providing high-quality healthcare services but also contributing to community development. Over the past five years, we have organized free medical screening programs for 15,000 people, aiding in the early detection of serious diseases and enhancing community health awareness. Annually, Vinmec and the members of Vingroup collectively contribute approximately 300 billion VND to support free screenings and treatments, as well as assist with treatment costs for individuals in difficult circumstances, demonstrating a strong commitment to providing healthcare opportunities for everyone, regardless of financial status. To create opportunities for learning, sharing, and enhancing the professional skills of medical staff, numerous national and international clinical science conferences, as well as training programs for local hospitals in less accessible areas, have been implemented to improve the quality of healthcare services.

Vinmec consistently strives to maintain responsible corporate behavior, not only by achieving management awards such as the Best Managed Company in Vietnam for 2022 & 2023 by Deloitte and having two hospitals in the system accredited by the JCI - a prestigious and stringent global standard for patient and healthcare worker safety, but also through transparent activities and protecting customer rights. One of our key commitments is the public disclosure of five-star doctor ratings, enabling customers to easily access and evaluate the quality of the services we provide. Vinmec also proactively publishes customer reviews on platforms like Google Review, allowing customers to share their experiences and provide feedback. We view this as an opportunity to improve and enhance service quality while reaffirming our commitment to transparency in all activities. Risk management and quality assurance solutions are always our top priority, ensuring that all decisions benefit our customers and the community in the long term.

At Vinmec, data security and privacy are top priorities in all customer-related operations. We publicly disclose our policies on protecting customers' personal data, committing to transparency and strict compliance with security regulations to safeguard customer rights. Customer data security is also a prerequisite in all domestic and international professional cooperation agreements, as well as in training programs and scientific research, to provide customers with absolute peace of mind regarding the confidentiality and privacy of their health care services at Vinmec.

Vinmec regards human resource development as a key element in its sustainable growth strategy, not only enhancing professional capabilities but also fostering a cohesive and dynamic work environment. In 2023, we implemented 9,330 training programs to standardize and enhance the professional capabilities of our leadership and staff, totaling 184,195 training hours with nearly 80,000 employee participations. Vinmec also focuses on personalizing career development processes. 100% employee has a clear personal development plan, helping each individual set specific goals and directions in their work. To ensure effectiveness, all employees are periodically evaluated for job performance, creating opportunities for improvement and advancement. Furthermore, 76% of Vinmec's leaders are selected from its internal workforce, affirming our commitment to developing and retaining talent from within our staff. These efforts help Vinmec not only maintain top-quality healthcare services but also build a strong team capable of facing any future challenges.

Vinmec places a high priority on enhancing employee benefits and creating a quality work environment. We are proud of the prestigious awards we have received, such as "Best Companies to Work for in Asia" and the "Most Caring Company Award," which recognize our policies and activities aimed at ensuring the overall health and happiness of our employees, presented at the HR Asia Awards 2024. Specifically, in 2023, 1,137 employees at Vinmec received income increases, reflecting recognition and encouragement for their contributions. Additionally, we continually strive to create a positive work environment, and our surveys show that 91.6% of employees are satisfied with their working conditions at Vinmec. This is a clear testament to Vinmec's commitment to developing a happy, dedicated, and engaged workforce.

At Vinmec, we are committed to creating a diverse, equal, and inclusive work environment where every individual has the opportunity to develop and contribute. We place particular emphasis on gender equality in recruitment, with the proportion of female leaders at Vinmec currently at 44%, reflecting our commitment to establishing a fair and equal leadership environment.

To ensure all employees have opportunities for development, every new staff member joining Vinmec participates in integration training sessions, aiming for 100% participation by 2024. Additionally, we strive for 100% newly appointed leaders to undergo a special training program for executives, equipping them with the necessary skills to lead their teams and contribute to sustainable development.

At Vinmec, we continually strive to optimize our material supply sources to ensure continuity and stability in all operations, while minimizing supply chain disruption risks. One important strategy is expanding our inventory of consumable supplies in procurement processes, which allows us greater flexibility in meeting demands. Furthermore, reusing components from decommissioned medical equipment to replace faulty parts in other devices helps reduce the amount of electronic waste released into the environment. These actions reflect Vinmec's strong commitment to resource protection, building a sustainable environment, and delivering long-term value to the community.

Vinmec is strongly committed to implementing environmental protection solutions and responding to climate change through practical and effective initiatives. A notable solution is the digitalization of consultations and daily inter-hospital Daily Safety Huddles (DSH) meetings to discuss critical safety and customer experience issues. Additionally, Vinmec is vigorously promoting a "green transition" among its staff—encouraging the use of green transportation methods (electric motorcycles and electric cars) for commuting. This reflects Vinmec's commitment to a green lifestyle—living consciously and responsibly with the environment, contributing to a sustainable green future for the community and society. These activities help reduce approximately 1,800 tons of carbon emissions into the environment.

Vinmec is committed to protecting water resources and biodiversity through water conservation and reuse activities in all operational processes. One of our important strategies is to train and retrain staff on water conservation programs to raise awareness and change behavior in using water economically and effectively. We aim to have 60% of medical staff trained/retrained annually to raise members' sense of responsibility in protecting water resources.

At Vinmec, waste management is strictly controlled by implementing policies on waste segregation to ensure compliance by healthcare staff. 100% of waste is classified and labeled according to color coding principles (recyclable waste, household waste, non-infectious hazardous waste, infectious waste).

Additionally, we are continuously implementing digital solutions for procedures/documents to reduce solid waste such as plastic bags, protect land and paper resources, and conserve forest resources. A standout solution is the "No-film" initiative, eliminating the use of hard film in favor of electronic film, reducing solid waste, and...; the "e-contract" digitalizes various types of contracts, minimizing the use of paper contracts, with an estimated saving of 4 tons of paper annually. The "Green Pharma" project, implemented at Vinmec pharmacies, encourages customers to use environmentally friendly fabric bags, reducing the use of plastic bags and achieving a 15% reduction in plastic bag use compared to the period before the project's implementation.

The Vinmec healthcare system is committed to investing in sustainable solutions that contribute to building a green and healthy future. We have initiated and are executing projects in partnership with strategic partners, focusing on developing renewable energy solutions at several hospitals. This not only helps reduce energy costs but also minimizes negative environmental impacts, thus contributing to the sustainable development goals of the community. With every investment, Vinmec aims not only for economic efficiency but also demonstrates a strong commitment to protecting the planet and improving the quality of life for everyone. We believe that through collaborative and responsible investment, a bright and sustainable future can be created for Vinmec and positively impact the healthcare industry in Vietnam.