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Our employees
Human capital highlights
Our staff members are the foundation of the daily success we cultivate across Rede D’Or. In line with this belief, we adopt as premises the appreciation and encouragement of the personal and professional performance of each of our more than 71,000 employees. We translate this into investments in continuous training and development, healthcare and well-being, transparent communication and initiatives to create an increasingly better work environment.
In 2023, we invested in expanding our relationships with universities and institutions to attract young talents. We continue with the Rede D’Or Trainee Program, aimed at accelerating the development of new leaders, and we received a record-breaking number of applications.
In another front, together with Instituto PROA, we prepare young adults in vulnerable situations for the job market, promoting productive inclusion and enhancing employability and professional and personal development.
Aimed at valuing our employees and offering real opportunities for career growth within Rede D’Or, since 2020 we have the internal recruitment program Movimenta Rede, which advertises opportunities for all areas and units across Brazil.
For 2024, our HR will continue to devote its efforts to strengthening the bond between employees and our strategy of maximizing the strategic pillars—Technical Quality, Perceived Quality and Economic Results.
Rede D’Or follows all laws and regulations related to this topic and is committed to respecting human rights of all our employees, medical staff, patients, suppliers, third parties and society.
Additional information about Rede D’Or commitments can be found in the policies associated with the respective topics, referenced on pages 29 and 30 hereof, as well as in the sustainability commitments.
Talent attraction and retention
GRI 3-3, 401-1
We greatly value the promoting and dissemination of our corporate culture, the creation of job opportunities¹ for those entering the job market and the establishing of a successor training process. We believe that through our initiatives, we will not only attract professionals who are willing and committed to performing to the best of their abilities but also retain them in a welcoming and rewarding environment for both professional and personal development.
In this sense, in 2023 we invested in broadening our relationship with universities, extending our reach to over 45 institutions nationwide, thus creating an actual positive impact on the community. The aim is to maintain a close relationship with leading institutions to offer our internship, trainee and other professional opportunities. This movement also included extending relationships to other states, especially in the Northeast, where we face challenges hiring skilled professionals due to the Company’s growth.
¹ Actual positive impact.
² To prevent non-compliance with labor laws (negative impact), Rede D’Or follows all laws and regulations concerning the subject and is committed to respecting the human rights of all employees, clinical staff, patients, suppliers, third parties and society. Additional information about Rede D’Or commitments can be found in the Human Rights Policy.
Rede D’Or’ Trainee Program
GRI 3-3
We launched Rede D’Or’s 2024 Trainee Program, designed to expedite the development of new leaders through an immersive experience within the business. The program offers technical tools for project and people management, as well as behavioral tools based on the eight competencies adopted at Rede D’Or. In the program’s third edition, we received over 17,000 applications (360% more than in 2022) to fill 16 positions opened in this reporting cycle.
Our Trainee Program welcomes applicants from all undergraduate backgrounds, whether related to healthcare or not, and stands out among others for its innovative approach to professional development. The recruitment processes include behavioral profile assessment and mapping, dynamics and interviews with executives from different executive offices, including the CEO. Accepted candidates undergo a nine-month job rotation within the business, providing them with an in-depth understanding of the healthcare sector and developing multidisciplinary skills.
Throughout the program, from January to September 2024, applicants will be mentored by experienced Company leaders and will have the opportunity to learn from leading professionals in the field, collaborate on challenging projects and be involved in day-to- day hospital management. They will also have access to Academia Rede D’Or, which provides opportunities for continuous learning and professional improvement.
In October 2024, newly graduated trainees will be assigned to their definitive positions
Note: Read more about the target for the “R&D, Innovation and Education” material topic and its progress assessment in the the “ESG Targets” topic.
Hiring young talents
GRI 3-3
In partnership with the PROA Institute, we train young people aged 18 to 22 from vulnerable backgrounds for the job market, promoting productive inclusion and enhancing employability and professional and personal development. We offer a 100-hour socio-emotional training through paths that cover topics such as self-awareness, communication, logical reasoning, professional project and career planning. Upon completion of the training, they choose one of the technical paths in Administration, Logistics or other available areas. In 2023, we hired 20 young people through this initiative.
We also contribute to the inclusion and social transformation of young people and adults from marginalized areas by promoting employability, especially in operational positions, through our new partnership with Entre o Céu e a Favela Institute, empowering them to take the lead in socio-cultural actions.
In total, 26 young people were hired through these initiatives.
Movimenta Rede
GRI 3-3,404-3
To value our employees and provide genuine growth opportunities within Rede D’Or, we prioritize in-house recruitment and maintain a program for this purpose called Movimenta Rede. Since 2020, all program stages have been conducted in an online environment, increasing the visibility of opportunities. Every month, we announce open positions through different internal channels together with significant statistics and testimonials from people who have taken a new step in their careers within the Company.
In 2023, we offered 4,881 internal opportunities across all areas and units throughout Brazil, for which we received 18,476 applications. As a result, 1,654 employees took on new challenges through the Movimenta Rede program, a 13% increase compared to 2022. The program has impacted over 60,000 individuals over the years.
In 2023, announcements regarding Movimenta Rede were the most accessed in our internal HR Digital app, indicating a strong interest among teams. We recorded 38,500 views across nine posts, with the most popular post receiving around 8,000 views. Furthermore, we produced four videos and issued various announcements on other internal channels, such as email, posters, whatsapp cards and corporate TVs.
The hiring process is based on our Competency Model, which focuses on the organizational behaviors expected at each hierarchical level, ensuring alignment with our strategic guidance, management model, mission and values.
Each month, our Recruitment and Selection department assesses the experiences of individuals who were successful or unsuccessful in both internal and external selection processes to monitor their perception in their journey and promote improvements in the areas’ services and processes, including an inquiry about the perception of openness to diversity [GRI 3-3].
Compensation and benefits
GRI 2-19, 2-20, 2-21, 3-3, 401-2
Our overarching goal is to provide excellent care for people, which is achieved through our employees. As recognition and a demonstration of trust in everyone within the Company, our compensation and benefitspractices follow market benchmarks and comply with Brazilian regulations and our Human Resources Policy. In addition to their base salaries, employees are provided with a goals and bonuses program. Based on the performance of each individual’s work within their teams, areas and executive offices, the program has simple and easy-to-understand rules that were shared with employees through HR notices, emphasizing how each individual’s work directly influences our overall results. Aligned with the Bonus Program, we have established goals that were communicated to the entire Company, ensuring greater transparency and governance, in addition to a Power BI dashboard that allows senior management to track these goals. For 2023, we further simplified calculations to make it easier to effectively monitor our results. As support, we provide an explanatory booklet outlining basic concepts and a FAQ with all goals to be achieved.
We also offer our employees a benefits plan that includes health¹ and dental¹ insurance (extended to family members); meal allowance or on-site cafeteria; food voucher¹; life insurance¹; disability and invalidity assistance; parental leave; partnership with the Total Pass3 corporate fitness platform, focusing on employees’ quality of life, health and well-being; Christmas kit²; as well as an exclusive Partnerships Club. On an online platform, we provide our employees with products and services negotiated exclusively with insurance, education (including language and computer courses), culture and entertainment, wellness and gastronomy companies, and access to D’Or Mais Saúde, a marketplace featuring a wide range of products. In 2023, our platform had over 82,653 visits and 127,562 accesses to the program, posting a 45% growth compared to the previous year.
¹ Not granted to apprentices and interns
² Not granted to interns and temporary employees
³ Not granted to interns
4 The definition of Significant Operating Units for this indicator is companies that are part of the Company’s core business, i.e. all hospital units, excluding imaging, oncology and hematology clinics, medical centers and corporate units.
More information on benefits are availeble in item 10.3b of the Reference Form..
Rede D’Or’s Partnerships Club
In addition to our benefits, we offer an online platform that gathers special conditions for Rede D’Or teams in one place, including products and services from segments such as insurance, education, culture and entertainment, well-being and gastronomy.
Collective bargaining agreements
GRI 2-30
In 2023, 96% of our employees were affected by health and safety issues addressed in collective bargaining agreements or conventions negotiated with labor unions. Out of our 71,850 employees, 3,083 lack representation, meaning they affiliated with unions but do not have collective bargaining agreements or their positions are not represented by the unions, although they receive salary adjustments in advance at the discretion of Rede D’Or.
At Rede D’Or, we maintain constant open communication channels with both labor and employer unions. We abide by collective agreements and/or conventions, as well as relevant legislations.
Career and development
Competency Program
The personnel cycle permeates every aspect of the employee experience: recruitment and selection, onboarding, competency assessment, feedback, training initiatives and career and professional performance processes. We continuously seek to encourage a culture of learning among our employees, promoting a stance of self- development and empowerment.
Each year, employees who have been with the Company for at least three months (excluding interns, apprentices and outsourced personnel) undergo a Competency Assessment with rounds of feedback and the creation of Individual Development Plans (IDPs). This allows us to identify the level of adherence of their behaviors to the technical and organizational competencies mapped in the analysis, enabling employees to establish actions to improve areas identified during feedback sessions and focus on the skills, knowledge and attitudes they need to develop. In 2023, we assessed over 60,200 employees across 92 participating units. This figure includes all active employees hired (under the Brazilian Labor Law - CLT) and managers contracted (independent contractors) by February 28, 2023.
Total workforce who received regular performance and career development assessment | GRI 404-3
| By Gender | 2023 | 2022 |
|---|---|---|
| Women | 98.76% | 99.55% |
| Men | 97.61% | 99.13% |
| By employment category | 2023 | 2022 |
| Officers | 72.35% | 93.25% |
| Managers | 85.47% | 96.67% |
| Supervisors | 95.03% | 95.66% |
| Profissional Staff | 98.56% | 99.78% |
| Operational Staff | 97.53% | 97.51% |
| Technicians | 98.93% | 99.70% |
Rede D’Or’s organizational competencies
- Identification with the organization: Commitment and alignment with the organization’s purpose;
- Customer orientation: Excellence in customer service provision;
- Adaptation to changes: Maintaining a positive attitude during times of change and uncertainty, adapting quickly and seeking the best from each experience;
- Cooperation: Building and encouraging collaboration, respecting differences, with empathy and team spirit;
- Initiative and planning: Initiative and organization for efficient performance;
- Communication and interpersonal relationship: Effective communication, with empathy and support;
- Engaging leadership: Development of employees and oneself, building committed teams;
- Results optimization: Understanding our business and accountability for delivering results.
Note: In 2023, we did not have a career transition program, since this initiative is not a Company practice. Currently, the programs are aimed at developing the journey of the active employee [GRI 404-2].
Training and Development
GRI 3-3, 404-2
At Rede D’Or, as a positive impact¹, we foster a culture of learning, encouraging a stance of self-development and empowerment among our employees. In order to do so, we rely on the 70-20-10 learning model, because we understand that competence development arises through various sources, learning in the workplace, exchanging knowledge with leaders, peers and colleagues, and through formal learning.
All our employees are encouraged to build their Individual Development Plan (IDP) together with their leadership, which, in this sense, becomes an important tool allied to self-development.
In 2023, we celebrated the first year of our corporate university, Academia Rede D’Or, and launched several initiatives on our platform, aimed at developing our business and our people: the Diversity and Inclusion, Perceived Quality, and Revenue Cycle learning trails.
In 2023, we recorded more than 1 million training hours with 20,000 access per month on average to our platform.
Accelerating the training and development of employees to keep pace with technological advancements and face increased competition in the market is part of the guidelines of our Human Resources Policy (an internal and confidential document).
Note 1: only actual and positive impacts were identified related to the training and education of our employees.
Academia Rede D’Or (Rede D’Or Academy)
GRI 3-3
We believe that shared knowledge opens up new horizons, fostering improvements in the quality of our services. In this sense, the Academia Rede D’Or provides an ecosystem of learning and organizational development which is crucial for shaping our professionals. Established with the mission of promoting knowledge management across various business areas and fostering our core competencies, the Academia Rede D’Or allows for the continuous development of employees, enhancing the quality of our services and strengthening our organizational culture. The Academy features a Distance Learning portal and access is available to all employees, contractors, and suppliers in the supply chain [GRI 3-3].
The Academy is built upon four educational pillars focusing on topics related to essential competencies for our business and governance: culture, behavior and sustainability; leadership; technical skills; and health, safety and well-being. More than 300 contents are offered, including training, courses and knowledge trails, including essential topics such as privacy, compliance, diversity and inclusion and human rights.
Among the training modules available to all our employees are:
General Data Protection Law (LGPD in Portuguese); Diversity and Inclusion Trail; Communication Trail; Sustainability Trail; and courses within the technical pillar. A specific trail called Chega+ is made available for new employees, offering a collection of practical content and information for new employees.
In May, we launched the Perceived Quality Trail, aimed at training our employees, physicians, multidisciplinary teams and leaders on topics that contribute to improving perceived quality indicators, as well as developing essential competencies and skills to better serve our customers.
This is a hybrid capacity building program that offers online courses available through the Academia Rede D’Or platform, as well as in-person workshops. Since its launch, over 250 trainers from hospital units, oncology and the call center have been trained. They are responsible for conducting in-person workshops and serving as ambassadors for the topic.
The topics covered in this first track include Rede D’Or Management Model, Our Customers, Rede D’Or Patient Journey, and Customer Experience. The content was developed by internal and external experts and made available both in the distance learning format and in-person during the Patient Journey workshop.
Read more about the target for the “R&D, Innovation and Education” material topic and its progress assessment in the "ESG Targets" topic. [GRI 3-3]
IN DECEMBER, MORE THAN 32,900 EMPLOYEES
completed the trail, accounting for 45% of our workforce, and over 4,800 employees had already attended the in- person workshop.
GRI 3-3
Another highlight of the year was the launch of the first class of the Acelera Program, aimed at leaders of our receivables chain. The initiative aims to align and address improvement opportunities within the revenue cycle (with a course available in the learning trail of the same name, as mentioned earlier), by providing a space for knowledge sharing, sharing best practices with effective paths and solutions for the process with the Corporate expert areas. On a hybrid format, the program has a minimum hour load of 65 hours and duration of approximately six months. In workshops, participants discuss how to solve and envision the future of revenue cycle challenges.
On the same topic, we launched the first course in the Revenue Cycle Trail, aimed at providing a comprehensive overview of the department, ensuring the provision of high- quality patient care and proper billing to health insurance providers for the services rendered.
GRI 3-3
In recent years, we have broadened our perspective in a more strategic way, thinking not only about continuity but also about supporting Rede D’Or’s organic growth. In this context, the Leadership Development Program (PDL, in Portuguese) provides an environment that helps building a pipeline of high-performance leaders, prepared to take on present and future challenges. This approach not only strengthens the Company’s ability to respond to market demands but also establishes a solid foundation for long-term sustainable growth.
In continuous evolution, in 2023, we launched a new version of the program, addressing market concepts aligned with Rede D’Or’s management practices. The PDL was divided into four learning trails based on job levels, impacting over 2,200 leadership positions.
The content of the trails focuses on a humanized, empathetic, and collaborative leadership model, focused on improving processes and managing results, stimulating the empowerment and self-development of each individual.
The reference employee/leader trail is fully available on the Academia Rede D’Or (Rede D’Or Academy) platform and addresses topics that help managing daily challenges.
Meanwhile, the track developed for supervisory/coordination positions is carried out in a hybrid model, with online activities—synchronous and asynchronous— as well as in-person sessions. For this level, we created programs A and B. The first one was aimed at supervisors and coordinators who did not attend the PDL in 2022, consisting of six modules, two of which delivered in person by the program’s facilitators. For that purpose, we trained 115 Business Partners from hospital units and corporate offices to conduct the in- person meetings, as outlined in this trail. Program B was designed for leaders who had completed the PDL the previous year and included a meeting with an expert, with the participation of a Rede D’Or leader, who shared their experience and practices on the discussed topic.
The management trail was offered in a synchronous online format, develop by both external and internal experts from Rede D’Or. Seven different topics were addressed, focusing on team and process management.
Trainee Program participants have access to a leadership development trail specially designed for this audience, providing young talents with the tools and knowledge necessary to become prominent leaders in their fields.
2023 Leadership Development Program
GRI 3-3
In November 2022, a new MBA program in Hospital Services Management - Executive Leadership Development, in partnership with IDOR, began. With a duration of 14 months and modules covering topics such as Stakeholders, Operational Support, Operational Cycle Management, and Conclusion Work, the MBA focuses on the development of executive leadership. There were two classes - Rio de Janeiro (RJ) and São Paulo (SP), with a total of 41 students. Throughout the program, over 50 leaders from Rede D’Or shared their knowledge. The MBA modules included Rede D’Or; Stakeholders; Operational Support; Clinical Care Cycle Management; Operational Cycle Management; and Capstone Project (TCC, in Portuguese).
The project aims to support our exponential growth by raising the level of knowledge and management of strategic positions in the business and supporting the Succession Program, which seeks to generate a pool of potential successors for leadership positions focusing on hospital units and the Corporate Executive Office. As a result, we facilitate the decision- making process for the immediate filling of critical positions, identifying strengths and areas for improvement aligned with organizational competencies and promoting the executive leadership retention plan.
Following the completion of the classes, participants will focus their efforts on the capstone projects, which will address challenges relevant to Rede D’Or and will be presented and assessed by an examining board in February 2024.
"The Hospital Management MBA program played a pivotal role in my career growth, providing a unique platform for sharing experiences and building a valuable network of contacts. Furthermore, it deepened my knowledge in management, allowing me to apply effective strategies in the complex healthcare scenario, making it a crucial point in my professional journey."
Lizandra Guerson
General Director at Santa Cruz.
Climate Survey
GRI 3-3
The positive outcome of our initiatives is confirmed in our climate survey, the Fala Rede. In the 2023 edition, when asked if ‘people of any age, ethnicity, religion, color, gender, and sexual orientation are treated the same way in the company,’ we recorded an agreement rate of 88.4%.
With the participation of over 47,000 employees, an 80.3% participation rate, the survey also indicated a 72.2% adherence to organizational climate. Fala Rede is conducted annually, with its cycle starting in November, allowing for the assessment of results and the creation of action plans for the following year. The survey includes all employees hired up to 90 days before the end of the survey and contracted leaders. Employees are invited to fill out the survey, which can be accessed via mobile or desktop, with no mandatory participation. The results are anonymous, and access to the results of a specific department is only granted if there are more than 10 respondents. The dimensions assessed with the initiative are:
Dimensions of the Climate Survey
- Work structure and well-being: employees’ perception of their work structure, including perceptions of mental health;
- Leadership: employees’ perception of their leaders regarding influence, closeness, recognition and credibility;
- Collaboration: perception of the quality of relationships among peers and other teams;
- Diversity and Inclusion: employees’ perception of diversity and inclusive practices within the organization; how represented, proud, and involved employees feel about their work and the Company’s image;
- Career and Development: employees’ perception of their professional trajectory, opportunities for growth offered by the Company, and the meaning they give to their professional growth;
- Innovation: how open the Company is to listening, discussing, implementing, flexibilizing, and adapting to changes and innovations whether from employees or the market;
- Organizational Alignment: employees’ understanding of and alignment with the Company’s management model.
In 2023, according to the previous year’s results, we developed several improvement actions focusing on health and well-being, work-life balance, and collaboration among departments. There were over 650 proposed initiatives distributed among 81 nuclei. Some initiatives stood out as they started in one nucleus and later spread to many others, such as the Café com a Diretoria (Coffee with the Boss), Stand RH & Você, Round of Conversation on Emotion Management, and the creation of focus groups.
Diversity and Inclusion
GRI 3-3, 405-1, 405-2
Providing a welcoming environment for everyone is part of our culture. With a workforce predominantly made up of women, who account for 75% of our workforce, we continue to invest in developing initiatives to promote diversity and inclusion in our hiring processes, as well as to ensure a welcoming and respectful work environment. At Rede D’Or, intolerance, discrimination, and any form of harassment are unacceptable. This stance is reflected in our Code of Conduct and in a Whistleblowing Channel available to our employees.
To that end, we maintain a series of initiatives in support of Diversity and Inclusion (D&I) through which we increase year after year the implementation of awareness-raising, literacy, and engagement activities. At Academia Rede D’Or, the topic is addressed in various courses and training sessions, including the Diversity and Inclusion Trail, Leadership Development (PDL in Portuguese) and Compliance Programs; along with webinars held on celebratory dates such as International Women’s Day, Black Awareness Day, and International Human Rights Day. In 2023, we launched the D&I awareness-raising pilot project through an in-person training called “Inclusive Patient Journey,” aimed at our units’ leaders.
Note: Only actual and positive impacts regarding Diversity and Equal Opportunities were identified.
In addition to focusing on our own staff, also promoted inclusion initiatives that directly impacted our patients. For example, in 2023, we had the second season of the web series Lugar de Fala, in which digital influencer Kate Viana, creator of the page @comovaigordinha, returned to the hospitals she had visited at the beginning of the project and reported on the improvements made to meet the special needs of obese individuals. The episodes demonstrate how everyone is welcome at Rede D’Or, and our commitment to evolving through the opportunities that arise, so that more and more people are welcomed in our hospitals — both our patients and employees.
In addition to this initiative, were also invested in patient inclusion actions, such as implementation of bracelets/tags with the ‘social name’ field for transgender individuals. At Maternidade Star, we use 3D plaster printing to create replicas of the of the baby’s ultrasound image so that visually impaired pregnant women can feel the shape, position and size of the child that is still in her womb.
We also maintain an annual D&I calendar, which includes the main dates related to the topic, with campaigns and the dissemination of specific booklets on International Women’s Day, National Day of Denunciation Against Racism, International LGBTQIAPN+ Pride Day, among others.
To maintain continuous improvement and deepen our understanding of our people, promoting the creation of a better work environment, we launched a personal information update survey in 2023, including questions such as gender, race, and ethnicity data. This initiative aims to promote a sense of respect and belonging for all individuals [GRI 3-3].
Our investment in the digital transformation of Rede D’Or also involves a commitment to increasingly expanding diversity and inclusion in our digital channels, such as official websites, ensuring accessibility of our applications for all audiences. Thus, we comply with the Web Content Accessibility Guidelines (WCAG) guidelines for most items with A and AA criticality, giving our applications an average accessibility score of 79% [GRI 3-3]. We also continuously invest in addressing other critical items, including those related to visual, auditory, and intellectual disabilities, and in diversity, adapting our systems to include information in fields for social name and affiliation.
OUR WORKFORCE
is predominantly composed of women. We continue to invest in initiatives related to Diversity and Inclusion.
79%
AVERAGE SCORE
of accessibility in WCAG
Opportunity for all
GRI 3-3, 405-1, 405-2
Rede D’Or has in place an inclusive hiring process on its careers and job posting page, where everyone can apply. Applicants are assessed based on their behavioral competencies and directed to open positions. We also have exclusive openings for people with disabilities marked on the Career Portal to enhance attraction, recruitment, and hiring efforts. Additionally, we reinforce these efforts through Marketing team actions on online professional networking platforms. These efforts resulted in a total of 868 people with disabilities in our workforce in 2023.
We have also established partnerships to boost the recruitment of people with disabilities, including with the Government of the State of São Paulo, the Labor and Income Center (CTR, in Portuguese) of São Bernardo do Campo (SP), the Worker Support Center (CAT, in Portuguese) of the City of São Paulo (SP), and others yet to come [GRI 3-3].
In 2023, we were present at the ‘Feira Dia D,’ held in different locations within the state of Rio de Janeiro, through the State Center for Disability Assistance (NEAD, in Portuguese). In two days of the fair, 105 individuals were assisted with 64 of them approved by HR to move forward in the Rede D’Or’s selection process. The goal of the fair is to assist individuals with disabilities, social security rehabilitated individuals and companies, focusing on facilitating their entry and reintegration into the job market.
Occupational safety and health
GRI 3-3, 403-1, 403-8
At Rede D’Or, through the Health, Safety, and Environment Policy, we maintain a clear commitment to preventing or mitigating significant adverse impacts on health, occupational safety, and the environment that are directly related to our operations, products, and services, as well as through our many social and business relationships.
Health, safety and environment responsibilities established in the Company’s regulations
| CEO | Alignment with the health, safety, and environmental principles. |
| Senior management | Establishment and promotion of the Company’s health, safety, and environmental principles and strategies. |
| Officers | Monitoring performance and ensuring compliance with health, safety, and environmental principles and strategies; Ensuring the resources under their responsibility to achieve all expected results fulfilling health, safety, and environmental principles and strategies. |
| Managers (all management levels) | Ensuring compliance with health, safety, and environmental principles and strategies; Using resources under their responsibility to achieve all expected results related to health, safety, and environmental premises and strategies. |
| Administrative/Operational Level (applicable to all hierarchical levels) | Carrying out all activities while ensuring compliance with health, safety, and environmental principles. |
Our Occupational Safety and Health (OSH) management system is based on regulatory standards (NRs, in Portuguese) complementary to Chapter V of the Brazilian Labor Laws (CLT, in Portuguese) by the former Ministry of Labor and Social Security (MTP, in Portuguese), as well as on all relevant legislation and technical standards. Our top goals are the prevention and mitigation of work-related accidents and incidents, the promotion of health, and the occupational safety and health of our direct and indirect employees [GRI 2-25]. In 2023, about 16,416 thousand indirect employees were mobilized in health operational areas.
Like every year, in 2023, we held the Internal Week for the Prevention of Accidents at Work (Sipat, in Portuguese), in a hybrid format (digital and in-person) in all business units of Rede D’Or, focusing on safe behavior, healthy professional relationships, and well-being and health care. In addition to campaigns to encourage employee health prevention, the National Health and Safety Week stood out, promoting reflections on the importance of safe behavior in our daily lives to prevent accidents and promote the well-being of all.
The measures to eliminate other hazards and minimize the risks of work-related accidents include accident inspections, using specific forms and adopting the Ishikawa Diagram as a tool for mapping process failures and opportunities for improvement [GRI 403-4, 403-9].
Identification, prevention, and mitigation
GRI 2-5, 3-3, 403-1,403-2,403-3, 403-4, 403-8, 403-9, 403-10
Through a Risk Management Program (PGR, in Portuguese), we map out and identify potential hazards, assess risks and impacts, prioritize through risk inventory, and implement necessary measures within the action plan in all our activities. Risks are classified according to their likelihood of occurrence and severity, including aspects of occupational hygiene, workplace accidents, and ergonomics, respecting the hierarchy of control. Employees take part in hazard identification through the ergonomic risk assessment form for workstations. The prevalence of work-related illness among employees in 2023 was 0.02%, primarily associated with musculoskeletal disorders.
As for outsourced service providers, we have specific regulations for Occupational Health and Safety Management aimed at establishing guidelines on the matter. Outsourced service providers must comply with all Federal, State, and Municipal Laws, Ordinances, Decrees, and Regulations on Occupational Safety, Medicine, and Hygiene, Social Security (INSS, in Portuguese), as well as internal norms and practices established by Rede D’Or. We track work-related accidents and oversee the implementation of measures with outsourced providers. As of the end of fiscal year 2023, no records of work-related illnesses were reported among outsourced personnel.
In pursuit of continuous improvement, we conduct a comprehensive review of the Risk Management Program every two years, and annually, the Occupational Health and Medical Surveillance Program (PCMSO, in Portuguese). The comprehensive analysis of the PCMSO is carried out by the occupational medicine department, which prepares the analytical report and, based on it, sets the necessary health monitoring initiatives, exchanges information with the occupational safety department regarding risk mitigation needs, and implements health promotion initiatives.
We carry out routine and scheduled inspections, primarily aimed at identifying and eliminating hazards and potential risks in the workplace. These inspections allow us to develop effective and objective action plans, aimed at promptly addressing the identified hazards and risks.
Work-related incidents are investigated, documented using event investigation forms, and addressed in action plans. These incidents are managed through an occupational health and safety software, aiming at preventing the recurrence of similar incidents. Additionally, we conduct systematic audits based on our Internal Compliance Verification Program — which is also used to continuously improve our occupational safety and health management system.
It is also important to note that we comply with the legal requirements of Ministry of Labor and Social Security’ NR-5, which establishes the Internal Commission on Accident Prevention (CIPA, in Portuguese)¹, through regular monthly or special meetings.
¹ Meetings are held on a monthly basis.
Emotional Management
Mental health has become a subject of growing prominence and relevance in our society in recent years, especially following the 2020 pandemic. Seeking to promote a culture of comprehensive and preventative health that addresses all areas, minimizing biopsychosocial risk factors and reinforcing a healthy and safe environment for employees, we implemented the Emotional Management program in 2022 [GRI 3-3].
This initiative was developed by a multidisciplinary team of occupational health professionals, which includes psychologists, nurses, ergonomists, hygienists, safety engineers, occupational physicians, and psychiatrists, among other professionals. With operational research stages and recreational activities every 45 days encouraging well-being and the comprehensive health of employees through virtual and in-person initiatives, the program includes access to an online health and well- being platform and is also available on the Digital HR app.
As part of the program, discussions are held with managers on the following topics: Rethink Yourself – Automatic Mode; Reconnect – Positive Relationships; Reintegrate – Purposeful Culture; Reinvent – Self-Responsibility; Regenerate – Commitment.
The validation of the Program is carried out through the Company’s own technical methodology tools, thus contributing to the development of assertive actions aligned with business goals.
Additionally, we maintain a dashboard for systematic monitoring of health indicators to identify and manage cases and complaints from employees regarding exposure to stressful situations, including aspects related to mental health-related medical leaves.
Emotional Management in numbers 2023
69% of employees participated in the biopsychosocial profile mapping
982 leaders participated in the discussion Round
39,217 employees participated in the recreational activities
13,142 usuários na plataforma de saúde e bem-estar
53 officers participated in strategic meetings
Occupational health and safety training
GRI 3-3, 403-5
To ensure that our employees have the necessary knowledge and engagement in preventing potential health risks, we have a training program focused on occupational safety and health. At the time of hiring, all employees receive onboarding training on the routines and operational procedures they will perform in the Company, with a focus on occupational hazards.
Through educational campaigns, posters, newsletters, safety meetings, and initiatives such as Gestão à Vista, RH Informa, Diálogos de Saúde e Segurança (Health and Safety Talks), and messages via the HR Digital app, among other resources, we regularly communicate and emphasize the concepts of prevention and control of exposure to potentially dangerous situations [GRI 403-4].
Employees are also instructed on how to report potential hazards and risks, as well as behaviors that could result in accidents. These incidents are documented using a specific task refusal form for critical activities or through our Whistleblowing Channel. In both cases, protection against possible retaliation is ensured, based on our Code of Conduct. [GRI 3-3, 403-2]
Healthcare services
GRI 3-3, 403-3
All our employees and their dependents have access to medical care, focused on preventative care and without co-pay charges, through the Primary Health Care (APS, in Portuguese) program. Aimed at health promotion and prevention, the program offers customized and accessible care, focusing on preventing health issues or the worsening of diseases.
In 2023, a total of 21,339 appointments were conducted across 12 units (Glória, Oeste, Caxias, Central do Tatuapé, Brasil, Brasil Mauá, Novo Atibaia, Esperança Olinda, São Marcos, HNSN, Santa Luzia, Santa Helena).
Our employees also have the option to join a health and dental insurance plan. Currently there are 102,284 individuals covered by the medical assistance plan and 73,304 with access to the dental plan. Read more in Compensation and Benefits.
Continuous improvement
GRI 3-3, GRI 403-1, 403-2, 403-3, 403-4, 403-5, 403-6, 403-7, 403-9, 403-10
We reaffirm our commitments to the SDGs and ESG targets and, to that end, continue to invest in the continuous improvement of our practices. In 2023, we continued to evolve our occupational health and safety management system through a series of actions.
Initiatives developed in 2023
GRI 3-3
- Developing metrics for ISO 45001 certification in up to 10 Company’s units;
- Carrying out systemic diagnosis for ISO 45001 certification, through external consultancy;
- Implementing an automated OS&H management system for service providers;
- Emotion management program’s first reportss;
- Strengthening the Risk Management Program;
- Improving the ergonomic assessment process;
- Corporate average of at least 50% compliance with the internal compliance verification program;
- Implementing the OS&H ranking program at the Company’s units through the Internal Compliance Verification Programs.
Targets for 2024 include the implementation of the Toxicology Committee and the Ergonomics Committee, as well as training on ISO45001 auditing and interpretation and foundation of ISO45003 [GRI 3-3].
For 2024:
GRI 3-3
- Implementing the Toxicology Committee;
- Implementing the Ergonomics Committee;
- Implementing the Personal Protective Equipment Committee;
- Implementing the Occupational Hygiene Committee;
- Expanding and reinforcing health and well-being aspects by integrating them into Rede D’Or’s Primary Health Care (APS, in Portuguese);
- Carrying out qualification training in ISO45001 internal audit for at least 50 people in direct or indirect Health and Safety leadership positions;
- Carrying out ISO45003 interpretation and foundation training for at least 50 people in direct or indirect Health and Safety leadership positions;
- Improving the implementation of the occupational health and safety document control system for contractors;
- Improving the Risk Management Program;
- Improving Health and Safety Guidelines for contracted companies.
2023 Indicators
GRI 3-3, 403-4, 403-5, 403-6, 403-7, 403-8, 403-9, 403-10, SASB HC-DY-320a1*
Rate of fatalities caused by work-related accidents
Own employees: 0
Outsourced employees: 0
Number and rate of fatalities as a result of work-related ill health
Own employees: 0
Outsourced employees: 0
Number of mandatory reporting work-related ill health cases
Own employees: 19
Outsourced employees: 0
Number and rate of high-consequence work-related injuries
Own employees considering a factor of 1,000,000 hours worked:
Number and rate of mandatory reporting work-related accidents¹
Own employees considering a factor of 1,000,000 hours worked:
Workplace absenteeism rate
1 After the pandemic we are finally readapting processes, adapting work dynamics , and reestablishing operational standards – without them we felt the impacts on OS&H processes. For 2024, we understand that our strategic planning is robust and the execution is ready to deliver what is expected to reduce accidents. Among our actions, we highlight the ones listed below:
-Carry out the national accident prevention campaign;
-On a daily basis, carry out accident prevention briefings in the care services department;
-Cover the OS&H area on all shifts to disseminate the culture of accident prevention.
2 Main reasons for work-related accidents: falling from the same level and people hitting objects [GRI 403- 9].
3 There is no information on the main reasons for work-related accidents for third parties [GRI 403- 9].
4 Occupational Health and Safety data is compiled for all employees, except for outsourced workers, using the Protheus 12 system. Data is extracted from the system for proper monitoring. [GRI 403-8].
5 Among the standards, methodologies and assumptions used to understand the data are NR 1, NR 7, NR 9, NR 10, NR 32, NR 35 issued by the Ministry of Labor and Employment, NBR 14.280 and the Brazilian Labor Laws of 2017 [GRI 403-8].
* We do not report in accordance with international standards, but rather in accordance with Brazilian laws and technical standards.
