Risks identified Risk mitigation and prevention measures Risk mitigation and prevention measures of risk they represent in terms of corruption and duty of care. OurEthical Business Conduct Charter clearly defines1 the fundamental principles that each of our employees These assessments are carried out before entering Maintaining high-quality social dialogue is a priority. We do this through employee representative must adhere to, establishing clear and expectedinto a contractual or commercial relationship bodies, employee representatives and/or trade union representatives, in accordance with national regulations. We expect our business partners (suppliers) to comply with applicable laws, behaviours for each principle. These guidelines ensure and during the relationship. Where appropriate, Non-compliance with including those relating to their own suppliers. that our practices are aligned with our ethical values an assessment may lead to the implementation the eight fundamental We are committed to complying with labour law in all our practices. This compliance is ensured and strategic objectives. ILO conventions of action plans to reduce the risks identifi ed. by the Human Resources teams in each country. Compliance checks must also be carried out before All discrimination is prohibited. Our countries implement measures to combat all forms of The DomusVi Group has set up a whistleblowingany merger,acquisition or disposal. The relevant system common to all Group entities, enabling all our discrimination in accordance with our Corporate Code of Ethics and their national regulations. country departments work together to ensure and stakeholders, both internal and external, employees, monitor these assessments and their follow-up candidates, our partners’ employees, shareholders, throughout the commercial relationship or acqui- customers and their relatives, to submit a report. sition process, and report to the Ethics, Legal & Our Code of Ethics commits each of our employees to respecting the dignity of our clients and The purpose of the whistleblowing system is to complying with quality standards and vigilance procedures (DomusVi regulations and standards). CSR Department. identify any situations that may be abnormal at all The customer complaint and grievance management systems put in place by each country are levels of the company, so that they can be remedied designed to prevent any risk of dignity being compromised. and prevented.Awareness campaigns are organised The personalised support plan (PAP) put in place shortly after the resident’s arrival defines the care at country headquarters and in establishments Violation of customer appropriate to their age, needs and condition. This plan, developed with the resident and their family, to raise awareness of the whistleblowing system. dignity is based on respect for the resident’s free will. It is adapted to the changing needs of the resident. The PAP contributes to the quality of care, facilitates dialogue with the resident’s family and helps This system guarantees the anonymity of the prevent any risky situations. person making the report and the confidentiality Targeted actions are put in place to minimise measures that restrict freedom or could impair the of each case. For employees, the whistleblowing resident’s physical or cognitive abilities that may be required by their condition and to preserve system includes the following means of alerting: ( a ) their health (limitation of physical restraint, reduction of psychoactive medication). the line management; ( b ) the Human Resources All our professionals are trained in good treatment practices. Department; ( c ) the Country Compliance Departments, ( d ) the Group Ethics, Legal & CSR Department and ( e ) a whistleblowing platform. This system is outlined on the Group’s websites In each country, software tools ensure the traceability of care and medication dispensing; all medical information is recorded (medical records, PAP, nutrition plan). and intranet, in the Corporate Ethics Charter and in Our medical directors and country quality directors work together to ensure the proper implementation the Country Code of Conduct. Quality of care of our quality and medical policies. The teams at the residences (director, doctors and healthcare managers), with the support of regional directors and country support services, are responsible for Similarly, risk prevention is a fundamental part of ensuring the quality of care. All our professionals are trained in quality and medical policies, including our corporate culture, closely linked to our quality nutrition and the prevention of malnutrition. approach and our social and responsible commit- ment (CSR). Each identified risk is addressed by an action plan. These action plans, combined with Training our employees is a priority, enabling them to develop their skills, promote them and contribute various levels of control and audit, contribute to to the attractiveness of our professions and the quality of care. Depending on the context and national regulations, each country develops employee training programmes, including certified or diploma the continuous improvement of our organizational courses. and operational practices and to risk prevention. Our teams diversify recruitment channels as much as possible, with initiatives at national and local Based on the systems in place within the Group, Staff shortage levels. They offer training to people who are distant from the job market and, where possible, DomusVi has implemented a policy for assessing invite them to join us. third parties (suppliers, service providers, consul- Each country has a continuity of care policy, including, where necessary, mobile teams and an intervention plan to deal with any deterioration in the situation. tants, brokers, intermediaries, beneficiaries of sponsorship or patronage, etc. that are signifi can or acquisition targets) in order to assess the level 1. See: https://www.domusvigroup.com/wp-content/uploads/2019/06/charte-ethique-ENGLISH.pdf. 122 123 4202 TROPER YTILIBANIATSUSSEGNELLAHC ECNANREVOG RUO