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Contact Us Convatec Argentina Argentina Belize Belize Brasil Brasil Canada (English) Canada (English) Canada (Français) Canada (Français) Chile Chile Colombia Colombia Costa Rica Costa Rica Curaçao Curaçao El Salvador El Salvador Ecuador Ecuador Guatemala Guatemala Guyana Guyana Honduras Honduras Jamaica Jamaica México México Nicaragua Nicaragua Panamá Panamá Perú Perú Puerto Rico Puerto Rico República Dominicana República Dominicana Suriname Suriname Venezuela Venezuela United States (English) United States (English) België België Bosna i Hercegovina Bosna i Hercegovina Česko Česko Danmark Danmark Deutschland Deutschland Eesti Eesti España España France France Hrvatska Hrvatska Ireland Ireland Ísland Ísland Italia Italia Latvija Latvija Lietuva Lietuva Magyarország Magyarország Malta Malta Nederland Nederland Norge Norge Polska Polska Portugal Portugal România România Schweiz (Deutsch) Schweiz (Deutsch) Suisse (Français) Suisse (Français) Slovenija Slovenija Slovensko Slovensko Srbija Srbija Suomi Suomi Sverige Sverige Türkiye Türkiye United Kingdom United Kingdom Österreich Österreich Ελλάδα Ελλάδα България България Македонија Македонија Россия Россия Україна Україна South-Africa South-Africa ישראל ישראל الأردن الأردن الإمارات العربية المتحدة الإمارات العربية المتحدة البحرين البحرين المملكة العربية السعودية المملكة العربية السعودية ایران ایران پاکستان پاکستان عُمان عُمان قطر قطر لبنان لبنان مصر مصر العراق العراق الكويت الكويت Australia Australia Hong Kong SAR Hong Kong SAR 中国香港 中国香港 India India Indonesia Indonesia Malaysia Malaysia New Zealand New Zealand Philippines Philippines Singapore Singapore Việt Nam Việt Nam ไทย ไทย 대한민국 대한민국 中国 中国 中国台湾 中国台湾 日本 日本
Delivering for our customers

Delivering for our customers

with innovative products, services and solutions that improve lives, are patient-centric, and informed by HCP needs.

“Our entire business is oriented to helping people manage
challenging chronic conditions so that they are able to live their lives to the fullest. Engagement with our customers is fundamental to our success. We listen to them to better understand their needs and use their feedback to improve existing products and innovate new solutions.”

Dr. Divakar Ramakrishnan, Executive Vice President, Chief Technology Officer

Our approach

Our top priority as a business is delivering for our customers, and as we consider how our products and services help improve lives, we focus on:

  • Innovation and efficacy
  • Product safety
  • Ethical and sustainable production
  • Product access (including availability, adaptability, usability, and affordability)
  • Ensuring data privacy

Please see ARA pages 40-42 for details on each of these areas.

 

Our targets & commitments

Focusing on innovation and meeting patient needs, we filed 33 patents in 2021, are preparing eight product launches, and reached a vitality index* of 25% in 2021.

As a Group, we have set targets to reach a vitality index score of 30% by 2025 and expand the user base of our Green Design Guidelines. See more in our latest Responsible business review.

*Vitality index is defined as the percentage of revenues that are generated from new or significantly upgraded products and services launched by Convatec in the preceding 5-year period.

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 identify ways to improve both the products and services that we offer. We engage with our end-users in four main ways:

  • Our me+™ support programmes and our HSG Services
  • 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 through our commercial teams, briefing on product capabilities and new innovations and through professional learning such as the Convatec Academy for Professional education. We believe educating healthcare professionals is critical to improving care for patients, and as such offer several education programmes, such as a partnership with the Welsh Wound Innovation Centre.

Sustainable product design

We recognise that customers care about the environment, and in 2021, we launched a set of digital tools within our new product development process to help us improve the environmental sustainability of our products. These Green Design Guidelines serve to educate and empower product developers to make environmentally sustainable design choices, while allowing us to track that all new products improve upon the environmental sustainability of previous products.

In 2019, we published a company policy on our approach to ethical issues relating to the new product development process.

Product safety

Product safety is a key issue for our customers and pivotal in earning Convatec a reputation as a trusted provider. Regulators consider most of the products and solutions we develop to be of low risk to users. Nevertheless, we have a rigorous and robust supplier audit mechanism and quality management system. Notified bodies (such as BSI) also review our quality processes and procedures.

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