India Expression Book

HEALTH & CARE

About Indian Expression Book

The Indian Expression Book (IEB) defines Sodexo’s positioning and our messaging. It explains our value proposition of improving the quality of life with stakeholders every day and its relevance to the marketplace and you.

The IEB communicates our messaging based on each product line and our stakeholders’ requirements.

IEB: A Quick Guide

The IEB will give you a clear understanding of Sodexo and the specific value we deliver.

The messaging and style guide, shared here is to create consistent content across all channels—social media, advertising & branding, and to support your marketing strategy.

Conceptualisation: Design Element and its Story

There are numerous support services that are essential to a patient’s recovery—cleanliness, patient care, nutrition, well-maintained equipment—and Sodexo provides them all.

Our design concept represents Sodexo’s services as the lifeline that connects patients and their relatives, medical & hospital sta and healthcare management.

Like Sodexo itself, it is unpretentious, putting focus on the elements in our visual communication without calling attention to itself.

IEB: Design Element Usage

The star-heartbeat fluidly in our visual imagery is to show the connection between the subjects of our creative output, e.g. patient and their relatives, medical sta , hospital sta , and management.

Why India Needs Healthier Healthcare?

• New governmental policies focus on medical colleges, greenfield hospitals and medical device manufacturing.

• New engagement models with healthcare associations, opinion leaders and Original Equipment Manufacturing (OEMs) are key. 28

7.2% GDP

FY 2022-23

What Hospital Management Wants

Capital investment & pricing

Competent and well-trained sta

Attract and retain the best medical sta

Globally expected Health, Safety, and Environment (HSE) standards

Compliance with regulatory standards

Technology integration in processes

Meeting Evolving Needs

Sodexo Helps

Our support services are designed to meet the highest-quality and service standards, and delivered in a manner that supports our stakeholders' objectives.

Understanding our Value Proposition:

Controlled Delivery of Compassionate Health and Care Experiences, Every Day

What?

Controlled delivery, through focus on safety and performance, our global SOPs, proprietary risk and operations frameworks, regulatory compliance and SLA based operations

How?

With our first-of-its-kind industry unit tech maintenance act (HTM) comprehensive asset management

Sodexo CARE model for behavourial training, caring about the quality of life for all across the world

Driving engaged and responsible performance through an ISO Certification ISO/IEC 17025:2017

When?

Every day of your life!

Changing market trends, from factors like rising urbanisation, meeting the unmet demands, and governmental reforms are redefining the face of health and care today.

On one hand, our stakeholders face growing expectations from consumers in hospitals, on the other, they must overcome financial constraints, sta ng challenges, stringent regulatory norms and the need to adopt new technologies in order to stay competitive.

They need a partner to help them deliver a standout health and care experience in this new world. Sodexo has all the attributes to be that partner. Behind our new name is an evolved philosophy and strategy that recognises the impact of the forces at play, and enables us to do what we do best—deliver a higher level of care.

How? By bringing specialised expertise to environments of care, coupled with a deep understanding of consumer needs and expectations at every stage of their lives.

PAN-India Presence

550+ locations 29 NABH and 8 JCI accredited hospitals

Customised Solutions

Creating bespoke technical and financial models to meet specific client needs

Global SOPs

Expertise in healthcare due to knowledge transfer from both global and local operations

Specialised Healthcare Team

5000+ healthcare employees supported by highly experienced SMEs and strong leadership team

Digital Led Delivery

Digital tools to automate standards, digital-led processes, increasing e ciency and visibility

We Are, Where We Are Needed The Most

HOSPITALS MEDICAL COLLEGES SENIOR CARE CENTRES

Messaging House

We work side by side with caregivers to ensure operational rigour, compliance and use of the right technology for safe delivery of health and care experiences, every day.

Expertise Led Controlled Delivery

Compassionate Experiences

Proof Points:

• 25 years of experience in understanding healthcare and its consumers

• Financial know-how and customised commercial modelling

• Solutions to mitigate negative impact of inflation

• Enhance the uptime & life expectancy of medical equipment, enhance ROI from infrastructure

• Proprietary risk assessment frameworks, global SOPs (from infection prevention to diet and training on medical equipment)

• SMEs in regulatory/compliance needs

• Non-clinical expertise and PAN-India capacity to support care delivery

Understanding Our Pillars

Expertise led

We bring over two decades of experience in understanding healthcare and its consumers. With our financial know-how and customised commercial modelling, we make exceptional care viable for clients. Our comprehensive solutions mitigate negative impact of inflation, enhance the uptime & life expectancy of medical equipment, enhance ROI from infrastructure through profitable retail. The non-clinical expertise and PAN-India capacity to support care delivery enable our clients to focus on their core competency and stay relevant in today’s competitive health and care landscape.

Controlled delivery

We bring in all the rigour, compliance and assurance that our clients need, allowing them to remain in control of their organisation. Sodexo’s subject matter experts provide unbiased assessment of compliance to regulatory needs and supports client team in accreditation process. Our proprietary risk assessment framework and global SOPs for infection prevention & control, standardised recipes & dietary processes, periodic user training for medical equipment create a safe health and care environment for patients and hospital sta .

Compassionate experiences

Patients and healthcare sta are at the heart of everything we do. We create a holistic culture of CARE in the healthcare continuum to improve recover and well-being. Through behavioural trainings and role certifications, we encourage our team members to listen, look, acknowledge and respond to patient needs, while actively engaging with clinical teams. With compassionate, digitally-enabled, insightful services, we put the CARE back in healthcare.

Our Product Lines

Patient Nutrition:

Enhancing health & well-being through dietetics and balanced nutrition!

Nutrition is a fundamental component of patient care and it helps speed up recovery and improve outcomes—clinical, operational, and financial.

Sodexo brings a personalised approach that ensures meals are tailored to the patient’s needs, that is timely, tasty, and meets expectations.

We support our client’s patient nutrition objectives through:

• In-house dieticians

• Culinary excellence combined with clinical expertise

• Solutions tailored to our clients’ unique business challenges

Patient Nutrition: Di erentiators

Digital meal ordering

Easy bed-side ordering from a menu that meets the needs and tastes of the demographics we serve. We prefer to link to Hospital Information Systems directly, reducing meal errors, assuring patient safety, and ensuring clinical decisions are reflected in the diet.

Procurement

Our world-class procurement processes blend local with global. So while we address opportunities around cost, our ‘sustainable supply chain’ focuses on local sourcing, fair trade, animal welfare, organic and plant-based products.

Dietetics

We optimise clinical outcomes through evidence-based nutrition methodologies for patient cohorts that need it, supporting dietitians by ensuring the right data is available and that there isn’t a conflict between patient need and patient desire. In most cases, clinical dietitians are part of the Sodexo team.

Patient Nutrition: Di erentiators

People

We hire, train & retain people who care about the patients' nutrition, bringing the human touch. We focus on the e ciency of our people: making sure we have the right people, in the right number to deliver the expected service quality. We include clinical talent in our nutrition programs to ensure we do the right things for patients, but also that we can educate patient and sta .

Design consultancy

We design, execute, and manage renovation and/or construction of kitchens, dining areas and serveries from concept through implementation. Our In-house team of architects, specialist designers and project managers collaborate with our chefs and facilities engineers to deliver aesthetic and operational excellence.

Technology

Sodexo’s Integrated Menu Management & On-Site Delivery Framework is a revolutionary new-age digital process supported the latest technology to deliver robust and cost-e ective food services to our clients. Ensuring food is both nutritious and relevant encourages consumption (which facilitates recovery), accuracy & timeliness promote patient safety & engagement, whilst ensuring nursing is supported.

Creating moments of respite to relax, refresh, and nourish caregivers

Our consumer-centric approach to retail is embedded in insights and customised to meet the unique needs of each healthcare facility. Our solutions support clients in setting up and operating profitable retail areas, while enhancing consumer experience through digitally-enabled cafeterias with a relaxing ambience, and serving tasty nutritious meals.

As a part of our retail responsibility, we ensure all services are fully compliant with ISO & FSSAI guidelines.

We support our clients’ clinical and financial performance across their system of care by:

• Preparing frontline workers who understand and support care teams

• Leveraging data, insights and experience to create custom solutions

• Driving satisfaction, engagement and financial outcomes

Café design consultancy

Custom-designed by our in-house design team to meet clients' infrastructure needs, our retail sector o ers a vibrant cafeteria, quick grab & go, 24/7 vending and convenient mobile cart solutions.

Culinary concepts

We work closely with culinary teams to ensure that the retail propositions are relevant to the consumer demographics being served, that they deliver the right financial outcomes for Sodexo and clients, and that they can be refreshed regularly.

Brand portfolio

In India, we o er YOO retail solutions in multiple formats to suit individual needs of health and care facilities. These should be used when and where the consumer is likely to respond well.

Retail systems

Digitally-enabled cafeteria solutions help to collate data to glean insights about who is spending what, where, and when. We use this data to get a complete picture of consumers, behaviours, spending patterns.

Health and wellness

We have the resources to ensure that contracts, environments and processes are designed to optimise experience and financial e ectiveness. Central control of pricing, merchandising & ranging maximises financial returns enables sta to focus on the consumer experience.

People

Hiring and nurturing retail talent, driving commercial returns whilst creating an inclusive environment. Our people create the right environment and experience for consumers.

Consumer experience

With our understanding of healthcare consumers, we provide varied choice of nutritious menu options for enhancing consumer experience.

Procurement

Our procurement processes are world-class. Our ability to blend local with global allows us to capitalize on opportunities—be it cost, local sourcing, or sustainability in supply chains.

Cleaning & Infection Prevention: Keeping healthcare workers and patients safe

We deploy customised technology, process and trained specialists based on infection risk, to safeguard your patients, employees and visitors

Expertise and experience

Our specialised operational experience allows us to leverage best practices for service delivery to drive results. A thorough assessment process is conducted to understand client needs and uncover new opportunities to optimise productivity. A robust understanding of physical spaces related to cleaning is determined accurately to support levels and flex, as needed.

Labour management and technology

We have strong management talent and skill sets supported by ongoing training and certification. There are ongoing training in cleaning, disinfection and regulatory compliance for consistent quality and predictable outcomes. Also we have, new technologies coming on stream allow for real-time tracking of people and processes.

Innovation and enablement

Our workflow design at site ensures on-going alignment between plan and execution.

We have the ability to respond to unexpected situations (e.g. COVID) quickly, transparently and e ectively and focus on continuous improvement in an environment of ongoing evolution in regulatory measures.

Standardised operating procedures (SOP)

Our SOPs are based on over 30 years’ experience of infection control in hospitals. Developed globally, they are adjusted for Indian environment and cover every type of internal location and asset, as well as the current infection status. This delivers predictable outcomes and allows the flexibility to adjust components quickly, if and when the need might arise.

Technology, information & analytics

We ensure day-to-day management of risk, activity and outcomes using our proprietary IT solutions. These help manage task assignments and also capture hospital reporting on both visual and microbiological standards, with links to ensure we’re tracking the level, type and location of any HAIs. This allows us to look at activity versus risk on a regular basis and to manage outbreaks e ectively, moving resources around a hospital to where they are most needed.

the right talent, continues through appropriate training on tools,

Healthcare Technology Management (HTM):

Ensuring uptime of medical devices

We are a one-stop solution for healthcare technology management to ensure uptime, optimise cost and enhance equipment lifecycle.

We take a comprehensive asset management approach towards system assets to achieve better quality care outcomes and improved financial health. This is done for all of our clients’ in the healthcare technology.

HEALTH

30

Integrated so ware platform

We assure transparency, through a modern cloud-based solution that extends asset life and minimises downtime with predictive work orders, repair/replace analysis, and incorporates smart automation.

We leverage native analytics for insights and better business decisions.

Capital planning

Extending the life of your capital investment, we build a proactive plan to ensure our clients' health system is future-ready and includes an unbiased, data-driven technical review of existing medical equipment.

Our planning helps reduce unnecessary equipment purchases while maximising current assets.

Regulatory and quality compliance

We assure compliance and safety in an ever-changing world, through:

• Proven practices in policies and procedures ensuring safety and compliance.

• Industry experts in navigating complex compliance requirements.

• Ongoing quality audits that drive continuous improvement.

People

We leverage the right expertise for the right technology through:

• Dedicated onsite management and sta ng to drive increased uptime.

• Comprehensive development plans that lead to career progression.

• Continuous investment in training to ensure up-to-date skills on new equipment.

Supply chain

We improve outcomes through:

• Evidence-based supplier selections.

• Data-driven model based on quality to increase speed and reliability.

• Real-time tracking of ordering, processing and delivery.

• Benchmarking and par level monitoring of commonly used parts.

Decision

Implementation

HEALTH & CARE

• Client is willing to challenge the current status quo; evaluating outsourcing or a vendor change or change the value model

• Consult informally with

• Plan internally for future projects/opportunities

• information for benchmark study

• Hosting Supplier Workshops (get inspiration on detailed business opportunity)

• Set priorities for future service solutions (potentially supported by RFI phase)

Learnings and Adaptation

• Form a team and set scope requirements

• Hosting of Site Visits and additional Q and A sessions with suppliers

• Decide to add additional requirements based on supplier inputs

• Finalize and communicate the Requirements Statement and timelines

KEY BUYERS ACTIVITIES

• Hosting of non-exclusive proposal presentation sessions

Buyer Solution evaluation Contract renewal

Buyers Journey Sales Process

• Feedback provided to suppliers

• communicated to all/part of the proposed services

•

• Hosting of exclusive negotiation sessions with

• transition planning

• Review and sign binding contract or LOI

Client Management and Operational Excellence

Buyer need recognition and understanding Transition to implementation Client management and loyalty

• Start to mobilize: prompt transition of agreed services to Sodexo

Go-live

• Contract mobilized and satisfaction discussed

awareness Contract negotiation and signature Business development Execution and operational excellence

• Cross-selling opportunities discussed

Defining Our Personality

Compassionate Resourceful Informed & Confident Relevant

How We Speak

Our tone of voice reflects both our personality and the unique nuances of the health and care industry, thus, we are:

Ours is a caring voice su used with empathy and understanding for the challenges our customers and care teams face.

The stories we tell are genuine, demonstrating our ability to add value and create better care experiences.

Our mindset is entrepreneurial and our voice resounds with collective optimism. We are innovative and agile, always reaching towards solving the challenges of today and building a better future for tomorrow.

INFORMED AND CONFIDENT

We speak from a place of knowledge. We focus on the ‘why’, ‘how’ and ‘what’ of the project. We share our insights and fruits of our experience calmly, instilling a sense of safety.

Our messaging must reference our unique values for health and care. This means building on our science and data-based positioning by including data points, facts, insights, science.

We use evidence-based content that shows outcomes that validate our product o erings.

Editorial Angles

Everyday

We create moments every day that touch lives. From clinical to operational to the experiential, everything we do focuses on the human aspect of care.

Caring

We care genuinely and it reflects in the situations we supports and the solutions we aid along the care journey.

Impact

We are not passive in our work.

We leverage data-driven insights to deliver care experiences that impact people, care teams and communities.

Communication Rules

Be empathetic.

Be precise.

Be empowered to transform the future using technology and innovation.

Words We Typically Use & Those We Don't

We Avoid

Food

Cleaning

Sta

Caretaker

Support services

Healthcare services

Customer

Services

Healthcare

Elderly, aged, seniors

We prefer

Nutrition

Infection prevention

Team member (or employee)

Caregiver

Customized solutions

Health and Care services

Client/Consumer

Expert products

Health & Care (headline) Health and Care (in line)

Residents, older Adults

Other Words We Prefer

Well-being

Purpose driven

Insights-driven

Insight-led

Clinical outcomes

Patient outcomes

Evidence-based

Purposeful care

Meaningful care

Compassionate

Human-centric

Person-centric

People-centric

Individualised

Personalised

Customised

Predictive insights

Predictive analytics

Branding Collaterals

Branding Collaterals

Branding Collaterals

Branding Collaterals

Digital Poster

HEALTH & CARE