OVERVIEW PERFORMANCE SUSTAINABILITY FINANCIALS APPENDIX Regular Engagement and Feedback Perennial Holdings strives to offer a conducive and welcoming environment for its stakeholders through enhancing and improving its properties. By regularly engaging with stakeholders to gather feedback, Perennial Holdings identifies potential areas for improvement in its properties and builds a productive longterm relationship with its stakeholders. Perennial Holdings leverages a range of feedback channels to connect with stakeholders, including daily walkabouts and survey forms to gather feedback and assess the efficacy of each campaign. The feedback gathered is used by the Marketing and Communications team to plan and improve future campaigns. These regular interactions enable Perennial Holdings to allocate necessary resources appropriately to address these stakeholders’ concerns in the most efficient manner. Additionally, ad-hoc feedback from stakeholders about their experience at Perennial Holdings’ properties is welcomed and can be submitted through the Concierge or via electronic means. The feedback received is reviewed by the relevant Customer Service Teams and escalated to the CMT for any corrective action or improvement areas, if applicable. Prioritising Residents and Patients in Eldercare and Healthcare Perennial Holdings understands the importance of placing the needs, comfort and well-being of patients at the forefront of its healthcare practices. In its eldercare and healthcare business in China, Perennial Holdings engages with industry players through partnerships and joint ventures to ensure that its integrated real estate and healthcare model keeps up with changes in market demand and advancements in technology. Perennial Holdings’ healthcare operations target three main areas: (i) hospitals and medical centres, (ii) healthcare hubs, and (iii) senior housing and eldercare. To provide top-notch eldercare and healthcare services, Perennial Holdings regularly collects feedback from residents to gauge their satisfaction levels and identify areas for improvement. Perennial Holdings also embraces a patient-centric philosophy, where all eldercare and healthcare facilities offer specialised training to equip employees with the skills necessary to address the unique needs of elderly residents and patients. The types of training conducted are illustrated below: Perennial Holdings takes active measures to ensure that elderly residents and patients in its eldercare homes experience a high quality of life. The Company’s eldercare homes organise activities such as Tai Chi, calligraphy, board games and birthday parties for its residents. In addition, large-scale celebrations are also organised during traditional Chinese festivals such as the Spring Festival, Dragon Boat Festival and Mid-Autumn Festival to foster community spirit and spread joy among residents. SPOTLIGHT: Enriching Elderly Residents’ Lives Through Activities at Eldercare Homes Residents practising Tai Chi at Xiehe Spring Festival celebration at Hongqiao Residents playing Mahjong at Hongqiao 110th birthday celebration for the oldest resident at Fengxian 01 02 03 04 Safety Knowledge Training Employees are trained on fire protection, medicine and food handling and safety hazard identification Policy and Regulations Training Employees are trained and updated on policies and regulations Special Skills Training Employees are trained on caregiving skills such as assisting the elderly in getting up, dressing and bathing Customer Service Training Employees are trained to adopt a warm and courteous serviceoriented attitude towards the elderly residents 109 ANNUAL REPORT 2023
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