Demands for quality and safety in care and health care come from different directions, from public agencies, customers, clients and their families. Attendo itself, sets extremely high standards on its operations within these areas. Continuous work to improve the quality and safety for clients in our operations is a key factor for Attendo’s success. These areas have therefore an unequivocal and central place in the Group’s strategy work.
The formal starting point for high quality and safety are established by the regulations in laws and ordinances that regulate Attendo’s business in the countries where Attendo operates. The regulations primarily encompass social services, health and medical care as well as care for people with disabilities, but also include a number of other regulations and ordinances. In addition to this, Attendo carefully follows the development in quality and safety area, both nationally and internationally. Attendo leads and governs the operations through quality systems where quality, work environment, safety and the environment are integrated. Attendo has designed a clear structure for the quality work, a system with routines, guidelines and documentation.
Attendo’s experience is that good routines provide more time for the individual person, as we avoid finding new solutions for each situation and can give “that little extra” that we know means so much to the individual’s experience. At the same time, routines make it possible to plan, follow-up and develop the services.
Human capital risks
Access to competent employees is a key factor for Attendo's business. Attendo continuously works to develop models to attract, develop and maintain competent and committed employees.
As a large number of Attendo’s customer contracts extend over several years, price setting within the contract involves an economic risk. Attendo’s price setting is based on internally developed and proven models and processes that have been developed to minimise risks for incorrect price setting. The largest expense item in the operation is wages. Strong wage increases could therefore result in financial risks for the company. Most customer contracts are, however, linked to labour indexes or similar indexes, which result in price development following wages expense development in the long-term.
Attendo’s operations include a large number of commercial customers and supplier agreements. Customer agreements usually extend over a period of 2–5 years. Attendo’s operations are, however, not dependent on any single commercial agreement. Attendo utilises help from external lawyers to address specific contractual risks when drawing up contracts. Responsibility and termination risks are covered by insurances that are drawn up and designed in cooperation with external insurance advisers. There is, however, a certain risk that a situation can arise that is not covered by an insurance, which in itself can result in an economic loss. However, the large number of operations within the Group limit this risk.
Leasing contract risks
Attendo’s services within its in-house operations are offered in its own homes and facilities. The greater portion of these homes and facilities are leased by Attendo from its real estate partners, which means that Attendo enters into multi-year leases. If the demand for Attendo’s services should be low, then legal actions resulting from multi-year leases create an economic risk. Attendo has in-house developed models and processes to minimise the risk that multi-year leasing contracts are entered into in regions and areas where the demand for Attendo’s services is unfavourable.
Attendo mainly acquires smaller companies and units within the business areas that the company has good knowledge of. Attendo has a structured and systematic work method that requires analysis, documentation and Board decisions prior to each individual acquisition, which is why the risks are limited
Attendo’s activities are operated in facilities provided by the procurer and in facilities that are leased or owned by Attendo. In cases where Attendo owns or is responsible for real property, the company has real property insurances that are drawn up and designed in cooperation with external insurance advisers.