Service Quality and Patient Safety

BDMS is committed to delivering healthcare services that prioritize patient safety, high quality and high value through a value-based care approach. We integrate multidisciplinary expertise, standardized clinical practices, advanced medical technologies and continuous quality improvement to support patient safety, enhance care outcomes and improve patient experience across our hospital network.

Strategy and Management Approach

BDMS has established quality policies, operational guidelines and improvement plans to ensure consistent healthcare standards across the Group. Our approach focuses on patient safety, clinical excellence, service efficiency, equitable access to care and continuous improvement in line with national and international healthcare standards. To support effective implementation, BDMS develops clinical guidelines, quality manuals, risk management processes and accreditation plans suitable for each hospital’s operational context, while maintaining shared quality expectations across the network.

Quality Improvement and Patient Safety Plan

The company has developed a Quality and Patient Safety Improvement Plan to support the Group’s mission and strategy, with a focus on establishing a service system with the highest standards of safety, efficiency, and patient experience (High Reliability & Patient-Centered Care). The plan covers identification, analysis, and continuous development to enable network hospitals to better respond to the needs of patients and service recipients, while strengthening a culture of quality at all levels of the organization.

Integrating quality and safety into all work processes enables

• Continuous Improvement: continuous improvement in the quality of care
• Clinical Excellence: excellence in clinical outcomes aligned with international standards
• Streamlined Processes: core efficient, streamlined, and less complex processes
• Enhanced Patient Experience: safer care delivery and continuously improved patient experience
• Value-Based Healthcare approach (VBHC):delivery of the highest value of medical services

Healthcare Accreditation

Healthcare accreditation is a key mechanism for maintaining BDMS’s quality and patient safety standards. Hospitals across the BDMS network undergo assessments by recognized national and international accreditation bodies. The accreditation process covers healthcare system design, internal quality control, quality evaluation and certification, supporting continuous improvement and risk reduction across care delivery.

BDMS Quality Standards at National and International Levels

Patient Safety Culture

BDMS promotes a strong patient safety culture across the organization. The Group conducts an annual Patient Safety Culture Survey based on Agency for Healthcare Research and Quality: AHRQ standards to assess strengths and improvement opportunities in areas such as teamwork, communication openness, response to error, patient safety event reporting, handoffs and management support. The survey results are used to enhance service standards and reinforce safety as a shared responsibility.

Marketing Communication, Sales and Labeling Guidelines

BDMS has established Marketing Communication, Sales and Labeling Guidelines in accordance with applicable laws, professional standards, and international practices to ensure that communication relating to healthcare services, treatments, and medications is conducted ethically, transparently, responsibly, and without causing misunderstanding to service recipients.

These Guidelines apply to BDMS hospital networks and subsidiaries, as well as to employees and medical staff involved in marketing communication, advertising, promotional and non-promotional materials, sales practices, patient communication, digital content, and medication labeling. BDMS expects all relevant parties to comply with these Guidelines, internal requirements, and ethical business conduct principles across all communication channels in which BDMS operates, including the management of relationships with doctors, medical staff, patients, and customer in an ethical and transparent manner, while appropriately respecting privacy.

Ethical Interactions, Transparency and Independence

BDMS requires all interactions with patient groups, patient organizations, doctors, medical staff, healthcare professionals and relevant stakeholders to be conducted ethically, transparently, professionally, and in the best interests of patients.

Contributions and collaborations with healthcare professionals must be based on legitimate purposes, properly reviewed, documented, and reported transparently in accordance with applicable laws, professional standards, industry codes, and internal requirements. Such contributions must not influence clinical judgment, treatment decisions, referrals, procurement decisions, or recommendations of BDMS products and services.

Engagements with patient organizations must be transparent, ethical, and respectful of the organization’s independence. BDMS does not control or unduly influence patient organizations’ governance, activities, communications, advocacy positions, or decision-making.

Criteria for Advertisements or Announcement about Healthcare Facility

BDMS requires that advertisements and announcements relating to healthcare facilities be accurate, balanced, clear, transparent, and not misleading. Promotional and non-promotional materials, including activities, content, and materials published on social media and digital channels, must be reviewed, assessed, and monitored before and after use, as appropriate, to ensure compliance with applicable laws, professional standards, industry codes, and internal requirements. Where direct-to-consumer communication is applicable, the information communicated must be appropriate, not exaggerated, and must not create unreasonable expectations regarding treatment outcomes or healthcare services.

Advertisements or Announcements about Healthcare Facilities Permitted without Regulatory Pre-Approval

Prohibited Healthcare Facility Advertisements

Guidelines for Pharmaceutical Distribution, Medical Supply, Healthcare Service and Other Service Fees

BDMS requires the distribution of medicines, medical supplies, and the disclosure of related service fees to be transparent, accurate, and verifiable. Service recipients must receive sufficient, appropriate, and understandable information to support informed decision-making. Price disclosure, cost estimation, and issuance of related documents must therefore be carried out clearly and in compliance with applicable requirements.

Drug and Medicination Labeling

BDMS requires that medication labels and information on medicine packaging be accurate, clear, and appropriate so that service recipients receive complete information regarding the medicine, including patient identification, medicine details, instructions for use, indications, precautions, and other relevant information, in order to promote safe and appropriate use of medication.

BDMS’s network hospitals distribute medications with labeling and packaging in compliance with the following requirements

Reporting Channels for Marketing Communication, Sales and Labeling

BDMS provides all stakeholders with channels to contact the Company, submit comments and report improper conduct relating to marketing communication, sales practices, and medication labeling through the channels specified in the Company’s Code of Conduct and disclosed on the Company’s website. All reported concerns are handled in accordance with relevant internal procedures, investigated as appropriate, and followed by corrective and preventive actions where necessary to support compliance and continuous improvement.