Patients

Social responsibility for our patients is one of the most important non-financial aspects of our business. We fulfill this responsibility by attaching particular importance to the quality of care and patient satisfaction, customer health and product safety, as well as the protection of patients’ medical information.

For this reason, we have set out clear and consistent general principles regarding patient care for all members of staff who interact with patients treated in our own dialysis centers. According to these principles, clinical care must be consistent with national and international scientific guidelines, Fresenius Medical Care’s policy and the physician’s orders. Among other things, we expect all staff to:

• act ethically, fairly, courteously, competently and timely when dealing with patients,
• treat all patients with dignity and respect,
• involve patients and families in treatment planning and processes whenever appropriate,
• respond carefully and accurately to patients’ and families’ questions.

Patient surveys are a meaningful and essential source of information to measure, manage and improve the services and care we offer our patients. We carry out patient surveys in various countries to assess whether we are meeting patients’ expectations or are lacking in any areas. We use the results to identify process improvements and consequently to improve patients’ quality of life and the care we give each individual patient.

As a company in the health care sector, we are entrusted with sensitive medical information about our patients. As articulated in our Code of Ethics and Business Conduct, we are committed to protecting the privacy of our patients and will only use information collected in accordance with local data protection and privacy rules. In doing so, we apply appropriate policies, procedures, guidelines, security measures, and internal audits as well as training and awareness raising measures.

To comply with varying privacy and data protection laws and regulations around the world, we have established a dedicated privacy program to help ensure that personal data are used appropriately throughout their lifecycle. While the privacy program is a baseline requirement to which all Fresenius Medical Care affiliates must adhere, Fresenius Medical Care is committed to complying with applicable local laws that may impose stricter standards. Our privacy program is overseen by the Management Board, which is informed on a bi-annual basis of the program status and any privacy-related issues that need to be brought to its attention.