Nawaloka Hospitals strengthened stakeholder relationships through structured engagements, including surveys, forums, and focused meetings with patients, employees, consultants, insurers, and regulators. These initiatives enabled us to identify key expectations and co-create solutions that enhance patient care, diagnostic efficiency, employee training, and corporate health solutions, while reinforcing our enduring commitment to clinical excellence, quality standards, and trusted healthcare delivery.

As we strive to build long-term economic, social, and environmental value through consistently improving our clinical excellence, patient care, governance standards, environmental sustainability and financial strength, we seek to purposefully integrate stakeholder requirements into our growth approach. As such, we conducted a series of structured engagement exercises to strengthen relationships, identify key concerns, and co-create solutions with our core stakeholder groups.

This approach enables Nawaloka to retain the “Trusted by many” ethos that has remained inherently true to the Nawaloka brand. This innate trust that Nawaloka evokes in the public psyche, has been built over decades of high quality healthcare delivery, world class standards, advanced medical technology and compassionate care.

To this end, we relied on digital and in-person feedback surveys for patients, consultant forums to align clinical priorities, employee town halls to surface operational insights, and focused meetings with insurance providers and corporate clients to optimise service offerings. Additionally, we engaged with government health authorities and accreditation bodies to ensure regulatory alignment and quality assurance.

The insights gathered through these engagements translated into informed improvements across patient care pathways, employee training, diagnostic efficiency, and corporate health solutions.

The below table present the stakeholder engagement process during the year under review, and outcomes:

Stakeholder Group	Engagement channels	Key outcomes
Patients	Digital and in-person satisfaction and feedback surveys (OPD, inpatient, diagnostics)	Enhanced discharge planning/Improved pharmacy coordination/Clearer post-treatment instructions
Consultants	Consultant forums and departmental review sessions	Improved diagnostic turnaround visibility/Upgraded scheduling systems and dashboard interfaces
Employees	Employee town halls/departmental audits	Expanded training and upskilling/Implementation of digital rostering and shift planning Clear career progression and above industry level remuneration opportunities.
Corporate Clients/Insurers	Partnership review meetings/ Service design consultations	Development of cost-effective corporate healthcare packages with bundled value-added services
Regulators	Consultations and compliance reviews	Strengthened regulatory alignment/Continued certifications and standards compliance

Nawaloka Hospitals PLC continues to facilitate this ongoing dialogue to build a responsive, inclusive, and high-performing healthcare ecosystem that pivots on mutual trust and shared value.

Going forward, we will continue to reinforce our stakeholder engagement process through further relying on the insights we gather through increased digitalisation and AI integration. We believe that integrating further insights into strategic decision making will enable us to not only to address immediate concerns but also to build enduring trust and shared value. This approach ensures that stakeholder insights continue to shape our journey towards sustainable growth and resilience.