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Corporate Sustainability Report On Business Case Of IHH Healthcare


Task: Business Operations:
IHH Healthcare is a pioneer in the healthcare networks with around 80 hospitals in 10 countries. IHH Healthcare provides a complete solution for all healthcare needs. With care at the very core of business operations, IHH Healthcare provides a full spectrum of integrated health services including primary care, secondary and tertiary care, quaternary care, complex ancillary services and medical education. IHH Healthcare houses well-known and industry leading hospital chains like Parkway, Pantai, Acibadem, IMU, Mount Elizabeth, Gleneagles, Fortis, Prince Court Medical Care, etc. These hospitals and care centres cater to a wide scope of markets including Malaysia, Singapore, India, Brunei, Greater China, Sri Lanka, Turkey, Macedonia, Bulgaria, Netherlands, and other regions in eastern Europe, Middle East and North Africa.

Scope Of Projects:
This project is applied to the organization in its entirety including all geographic segments and operational segments. TASK: Write a corporate sustainability report considering the above business case.


A. Corporate Sustainability Vision & Key Impacts
1. Sustainability Vision
[Briefly describe your organization’s sustainability vision, purpose and values]

Discuss about strategy to grow responsibly, work towards a long-term environmental sustainability vision that includes using renewable energy, zero waste, support circular economy

IHH strives to provide the best when it comes to sustainability. To attain the best result in sustainability, the company has implemented various programs. One of the major landmarks was the antimicrobial stewardship program across the hospitals in Malaysia. Secondly, 100% of the employees underwent performance appraisal in 2020 and zero fatalities in 2020. The business was conducted the highest degree of ethics across the globe. As a responsible corporate citizen, the company implemented and raised awareness among employees on matter pertaining to reduction of waste and include the practice of 3R that is reduce, recycle and reuse (IHH Healthcare Berhad 2020).

2. Key Sustainability Related Impacts of the Organization.
[Key impacts from the organization’s operations with regards to the Environmental, the Society, the Workforce and the Marketplace. These impacts will be the focus of future sustainability strategy, reporting and initiatives.]




Business Operations






·     Government

·     Community at large


·       Patients

·       Employees

·       Doctors and paramedics

·        Suppliers

·        Competitors

·        Partners (i.e., Franchisee, etc)

Primary, Secondary & Tertiary Care

Waste Management

Peace, Justice and Strong community

Good Health & Wellbeing

Industry, Innovation and Infrastructure

Quaternary Care

Sustainable growth

Partnership and together moving for goals

Quality Healthcare

Responsible consumption and preservation

Ancillary Services

Quality healthcare

Improve locally, synergies globally

Build trust culture

Sustainable Cities and communities

Medical Education

Sustainable growth program

Develop robust, sustainable growth platforms

Quality Education

Sustainable consumption and production

B. Assessment And Future Measurable Goals

3. Areas of improvements and potential sustainability related risks
[The previously identified impacts can be related to potential risks to the organization, as well as opportunities for development, innovation and access to new markets.]



Potential Risks



1.     Waste Management

Health and safety hazards associated with improper waste handling and cost factor in proper waste management

Going paperless, using reusable packaging, recycling as much as possible

2.     Sustainable growth

Climate change, water scarcity, global warming, poor labour conditions

Strategizing for Long-term Growth, Sustainable Cities and communities

3.     Eco-efficiency

Lack of economic balance, Ignorance and lack of proper information and knowledge regarding harmful effects of fossil fuels

 Vast markets and number of people can go on to support and innovate in case they are made aware of eco-efficiency goals.


1.     Peace, Justice and Strong community building

Threats from violence and massive human rights violations and abuse of power, threats from organized crime, etc

Lots of people can have better lives if these threats are quashed and the people involved can be changed for the better

2.     Developing robust, sustainable growth platforms for benefit of society at large

Excessive population growth, excessive waste generation, limited supply of resources.

Innovation and hard work of youth of the society

3.     Sustainable Cities and communities

Rising sea levels, global shortage of land, climate change, extreme weather conditions

Effective utilization of resources, efficient disposal of waste


1.     Good Health & Wellbeing

Health hazards at workplace, poor working conditions at most workplaces

Good health and wellbeing at workplace ensure proper development of people and helps growth of organization and of the people within the organization

2.     Build trust culture

Unhealthy competition, vested interests, motivated campaigns.

Allows IHH to build international network and continue growth pace

3.     Quality Healthcare & Education

Lack of interest, lack of proper awareness

Instills trust in minds of patients and employees


1.     Industry, Innovation and Infrastructure


Lack of proper human resource development, inadequate training and development on the job

This ensures that healthcare services are delivered more conveniently to patients and also improves speed, affordability and quality of medical care

2.     Sustainable consumption and production

Poor labour conditions, Climate change, water scarcity, global warming

Sustainable growth also brings along trust among patients and employees which in turn fosters profitability and economic growth.

3.     Industry leading through commitment and innovation

Lack of access to adequate healthcare facilities for every human being

Ensures increase in people, size, reach and excellence with regard to commitment made to improving health care industry


4. Metrics, Goals and Initiatives
[Having identified workplace related impacts, risks and opportunities, the next step is to set the appropriate metrics to set the baselines, measure performance and set goals and initiatives. Describe the in every sustainability pillar (Environment, Society, Workplace, and Marketplace) related metrics (KPIs) the best describes your organization’s performance and then set relative goals.

Briefly describe one related initiative for each pillar]


Sustainability Aspiration








Reach true zero waste to landfill across our operations


2kg footwaste / day

Reduce waste to landfill by 21 percent when measured in kg per unit

IHH strives in implementing initiatives for the reduction of waste output and properly manage waste to minimize environmental footprint for a better tomorrow.


Compliance Score


100% compliance to the sustainable materials strategy, focusing on

life cycle assessments.

·      Establish Sustainable Procurement policy

·      Recycle and repurpose project


Climate Change

Contribute to the mission of carbon neutrality by 2050


Ream of Paper usage

4 reams

Reduce paper usage by 75% when measured in reams

Digitalization and impose printing policy




Reduced electricity usage by 10% when measured in KWh

Pursue electrification strategy

·      Limit air-conditioner time with higher Celsius degree

·      Follow daylight saving shifts



substantially increase water-use efficiency


xx M3

Reduced freshwater usage by 20%

Rain water harvesting


Initiative for Environmental

Waste management, energy conservation, climate change, water efficiency, green design and construction. Unsound waste disposal practices can have negative impacts on public health and can damage the environment. At IHH, we strive to continue to implement measures that helps in reducing the waste output and initiate different waste management principles that helps in minimizing environmental and carbon footprint for a safe tomorrow.


As a responsible healthcare provider, IHH Healthcare works towards increasing the awareness on waste reduction practices related to 3R’s (Reduce, reuse, recycle) among the employees. In the long view, IHH strives to lessen the waste output and minimize IHH’s environmental footprint (IHH Healthcare Berhad 2020).


IHH also works towards improving environmental awareness amongst employees and strives to promote greener practices and alternatives wherever and whenever possible. IHH also identifies and monitors the impacts on environment of the business activities of the Group and vouches to enhance the environmental performance.




Occupational health and safety

Safe Workplace Behavior

Minimizing workplace hazards

Ensuring healthy lives and Promotion of well-being for all at all ages

Building safe, conducive workplace behavior, conducting regular assessments on workplace safety


Talent Recruitment and Retention

Attrition rates

Lowest possible attrition rates

To attain lowest attrition rates and effectively reduce them to net zero

Recruiting talented individuals and ensuring that they are well taken care of throughout their working period at IHH. Promotion of sustained living, economic growth that is inclusive and sustainable, employment and proper work for everyone


Initiative for Social

IHH believes employees to be an integral part of the Group. In absence of proper skilled workforce, IHH would not be able to become a pioneer in the healthcare services


Therefore, IHH scouts and recruits talented individuals and ensures that they are taken care of well during the course of their tenure at IHH. Also, IHH is committed towards building a safe and conducive workplace and to that effect, IHH conducts regular assessment and test checks to ensure workplace environment is conducive and lucid.


This helps in building a trust culture and developing a sense of belongingness towards the organization in the minds of the employees and they work towards the achievement off organizational objectives (IHH 2020).










Strong leadership

Ensuring Strong leadership in order to maximize employee motivation, zeal and enthusiasm

Building trust culture, improve locally, synergies globally, developing robust platforms of sustainable growth




and Crisis


Ability to respond to Emergency Situations

Quick and effective response

Being prepared and well equipped to respond to emergency situations in order to gain advantage of potentially adverse situations and using strengths to convert threats into opportunities

Continuous improvement programmers at the workplace, ensuring unequivocal commitment to continuous improvement by the top management. 


Initiative for Workplace

Ensuring top management commitment to quality and continuous improvement. Organizing continuous improvement programmes frequently at the workplace, building trust culture, developing robust sustainable growth platforms, etc. These will ensure ethics, integrity, good economic performance, cost-effectiveness, technology and innovation.  







Patient Safety and Welfare

Patient Safety

Patient Safety and Wellbeing

Ensuring Patient Safety and Wellbeing

Through system of internal checks and balances, it is ensured that the medicines being prescribed to patients are rational and always have the best interests of patient in mind.


Quality of care and patient satisfaction

patient satisfaction

High patient satisfaction

Achieving high degree of patient satisfaction

Taking patient feedbacks, reviewing them and implementing necessary corrective steps


Privacy of Patient’s data and medical records

Patients right to privacy

Upholding Patients right to privacy

Ensuring that patient’s medical records and details are kept confidential

Encrypting the digital records of patients, confidentiality agreements with doctors and medical staff, honoring the confidentially agreements


Initiative for Marketplace


For IHH healthcare, hospitals and clinics are its marketplace. Ensuring patient satisfaction, privacy of patient’s medical data and records and having a high degree of patient satisfaction and safety and wellbeing is of utmost priority.


To that effect IHH implements various initiatives for marketplace,

è  Internal checks and balances, i.e., an internal control system in which a medicine/ care therapy prescribed by a medical practitioner is reviewed for reasonableness by one of IHH’s senior medical practitioners at reasonable intervals of time. This ensures patient safety and satisfaction which in turn brings more patients to the hospital and ensure better medical aid




5. Management Feedback
[Feedback from Executives or Director (optional). Present your action plan to your Director and get feedback. This will allow you to get a sense of your action plan’s viability and how it related to the organization’s business strategy]

Feedback from Executive/Director: IHH’s action plan with regard to corporate sustainability is a multi-faceted, carefully designed, dynamic, holistic and a wide scoped plan which has been designed keeping in mind the UNEP (United Nations Environment Programme) Sustainability Goals. IHH’s has deployed a three-pronged sustainability strategy which is the guiding principle and supports the company’s overall business strategy. The pillars of its strategy are – Quality Healthcare, Sustainable Growth and Eco-Efficiency. IHH aims to develop and strengthen its operations in each strategic market in manner that besides providing high quality healthcare services, also strengthens he local grassroots level healthcare infrastructure and nurtures local talent and supports the surrounding communities; all of this and more while ensuring that we do not progress at the cost of the environment. IHH’s strategy is viable and sustainable and has consistently given positive results for the company and has helped IHH cement its place as an industry leader

C. Successful Integration Steps
6. Approach for sustainability (CSR) integration within the organization

[Describe steps and related tools that you would take and use for successful integration of sustainability (CSR) within your organization in the next 2 years. Briefly describe each step below]

6.1. Project Approach
IHH Healthcare follows UNEP (United Nations Economic Programme) Corporate Sustainability goals. Corporate sustainable reporting is a way to obtain and publish relevant data and know about the progress of the companies towards global sustainable development objectives.
IHH Healthcare strives to achieve sustainable growth and to that effect, follows sustainability across all the aspects and divisions of the business. The company, IHH Healthcare, has integrated its long-term visions and objectives with the Sustainable Development Goals of United Nations (IHH 2020).

For IHH, sustainability means focusing on opportunities that maximize creation of long-term growth while at the same time ensuring that the operations do not negatively impact the surrounding ecosystem in any way, shape or form. Doing this allows IHH to peacefully and positively grow along with the environment and also positively impacts the goodwill of the company.

6.2. Project Milestones
The plan is prepared for 2 years implementation








Build Business Case and obtain leadership commitment

Business Case

Strong commitment from Top management

3 months

Establish Project Task Force

Team Charter

Team building exercises and orientation sessions

6 months

Create awareness to entire organization and train task force team

Sustainability Training Needs Analysis (STNA)

Team building exercises and orientation sessions

6 months


Engage stakeholders and data collection

Stakeholder Survey

Survey team (internal or outsourced)

3-6 months

Identify stakeholders needs, expectation, risks, and opportunities.

Stakeholder Risk Assessment

Analysis of stakeholder survey data in order to identify key areas of improvement

6-9 months


Assess impact and stakeholder level of influence

Prioritization Matrix

Analytics team (internal or outsourced)

9-12 months

Identify current strengths, areas for improvements and material issues.

UNGC 10 Principles / GRI Standard / GHG Protocol

Analytics team( internal or outsourced)

6  months

Establish Materiality Matrix

Materiality Matrix

Analytics team( internal or outsourced)

6  months


Define and set goals, initiatives and action plans

CSR Master Plan,

B-Lab SDG Action Manager

Vision and mission of top management

3 months

Establish scorecard

CSR Scorecard

Analytics team

6  months

Implement strategies and execute initiatives and monitor progress and collect data

CSR Status Reporting & Dashboard,

B-Lab SDG Action Manager

Execution team and monitoring/internal audit team

9-12 months

Measure impacts by analyzing collected data

Life Cycle Assessment (LCA);

Benefit-Cost Analysis;

SROI Analysis

Analytics team

Continuous process throughout 24 months


Establish Communicate plan;

Stakeholder Communication Matrix

Vision and mission of top management

3 months

Communicate progress and strategies; and engage for feedback

CSR Communication Plan

Execution team

6 months

Create Sustainability Report and publish

GRI Standard

Analytics team

End of the monitoring cycle


6.3. Project Conclusion
For IHH, sustainability is a very important concept. It is not just a compliance task, but a core principle which is integrated with the organizational goals, objectives, mission and vision of the company.
IHH emphasizes on focusing on areas of opportunity that maximize the value system of the company and brings long term growth while at the same time ensuring that operation have no influence on the surrounding ecosystem. Through this approach IHH can peacefully and positively grow along with the environment and also positively impacts the goodwill of the company.
Steps involved are awareness & training, stakeholder mapping & engagement, sustainability assessment, sustainability goals & strategy and sustainability reporting. This process involves top management committing to sustainable growth, employees being made aware of sustainable development goals and ways to achieve sustainable growth, studying stakeholders needs and behavior and making a sound sustainable growth strategy, following sustainable growth strategy formulated, monitoring and measuring results and comparing them to desired results and finally, taking corrective action wherever necessary in case of deviation between actual and expected results.

IHH. (2020). IHH Healthcare sustainability journey. Retrieved from:
IHH Healthcare Berhad. (2020). Suatainability policy. Corporate sustainability Retrieved from:


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