Corporate Responsibility

Delivering for Customers

The people who use our products are our primary stakeholders and central to our Purpose

Customers, and most particularly, users of our products are our primary stakeholders. Our entire business is oriented to provide them with innovative, effective, safe, reliable and fairly-priced medical devices that meet their needs. If we don’t deliver for our customers, we have no business.

Our assessment of materiality clearly shows that issues related to the use of our products are of fundamental importance to our business. The key areas of focus are to ensure that:

  • Our products are effective, and that we constantly innovate to deliver improvements
  • Our products are safe for people to use
  • We maintain a reliable supply of products to those who use them
  • We help reduce barriers to access to our products
  • We safeguard the personal data of users that we hold as part of our activities.

For further information on our performance on these topics in 2017, and illustrative case studies, please see the ‘Delivering for Customers’ section in the Corporate Responsibility Report.

Engaging with Customers

Our interaction with customers is fundamental to our success and goes beyond building trust and enhancing our reputation. By listening to the people who use our products, we can better understand how they interact with our products and identify ways to improve both the product and service that we offer. We engage with our end-users in four main ways:

  • Our me+™ support programme
  • Targeted research programmes specifically designed to gain insights for product and service innovation
  • Responding to specific questions raised with us
  • Tracking, and responding to complaints about our products or services

We also engage extensively with healthcare professionals both through our commercial teams, briefing on product capabilities and new innovations.

For further information on how we engaged on these topics in 2017, and illustrative case studies, please see the ‘Delivering for Customers’ section in the Corporate Responsibility Report.

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