Product Quality Management

Universal Medical continuously strengthens product quality control and actively engages with third - party quality management systems. It has established relevant quality management systems and emergency plans, such as the Quality and Safety Standards Management Path, Emergency Management Measures for Unexpected Events, and General Emergency Plan for Public Health Emergencies. The Group has identified potential risks and opportunities in its products and services. Through in - depth market analysis and consumer feedback, it ensures comprehensive evaluation of all product life - cycle stages, enabling risk identification and effective response. This helps the company grasp market trends and drive product and service innovation.

Universal Medical places great emphasis on product operation management and has built a comprehensive and refined management system. It has professional laboratories and a high-quality testing team to regularly conduct internal testing of products. The testing scope covers all types of medical products involved and includes preventive testing for newly emerging quality and safety issues. We comprehensively utilize expert resources, adhering to a "problem-oriented" approach, and systematically conduct annual quality and safety "network-style" fly inspections, achieving 100% coverage of fly inspections across the hospitals under the Group.

The Group is committed to enhancing medical skills, optimizing the medical environment, improving treatment processes, and strengthening medical - related humanity care. It aims to provide safe, effective, accessible, and humane health services. Through new construction and renovation projects, it has significantly improved the patient medical environment, enhanced medical service quality and patient satisfaction. It provides barrier - free facilities and humanization designs, such as baby rooms and access for disabled. New projects fill regional medical resource gaps, alleviating uneven resource distribution. Renovation projects transform idle resources into medical facilities, boosting regional medical service capacity. Additionally, the Group provides professional consultation and service guidance for other clients, offering flexible financing and reliable financial support. It regularly assesses the effectiveness of these actions to ensure better outcomes for consumers and society. By analyzing consumer needs and collecting market feedback, Universal Medical evaluates the impact of implemented measures and adjusts its strategy to enhance the social contribution of its products and services.

Consumer Rights

Universal Medical is dedicated to improving customer service experience. It understands customer needs through various channels, such as home visits and written questionnaires. It has established transparent and efficient complaint channels and internal systems like the Maintenance Service Management Guidelines, On-site Personnel Management Regulations and On-site Engineer Management Regulations. These guidelines support customers in providing feedback and complaints via phone, fax, letters, or in-person visits, continuously improving service quality. We collect patient feedback through patient satisfaction surveys, patient complaints, and internet public opinion monitoring, and push for corrective actions and follow-up within subsidiary hospitals at the group level to ensure timely responses to and resolution of customer complaints.

As part of its due diligence process, Universal Medical has designed a medical value assessment process before collaborating with clients. This involves not only reviewing client qualifications but also organizing a joint team comprising clinical experts, an ethics committee, and a strategic and ESG working group. The team conducts multiple rounds of dialogue with clients to systematically evaluate medical service quality, patient privacy protection, and access to medical care for vulnerable groups. For identified weaknesses in client operations, such as irregular medical waste classification or missing barrier - free facilities, the Group offers customized rectify solutions and industry benchmark cases. Additionally, it actively communicates with clients about the potential impacts of products and services, conducts customer education, and enhances their awareness of product use, health and safety, and sustainable development.The Group utilizes digital management platforms, home visits, and written questionnaires to gain in - depth understanding of customer needs and satisfaction levels. Based on this, it continuously reviews and optimizes existing practices and plans to improve customer experience, strengthen trust relationships, and consolidate brand reputation.

Adhering to a customer - centred service philosophy, Universal Medical aims to offer clear and easy - to - understand service experiences, especially in the post - delivery phase. It has established a comprehensive after - sales service system, including warranty services, return and refund policies, and compensation mechanisms to safeguard customer rights. This ensures customers receive timely, transparent, and fair handling of issues arising during product or service use. our post - sale rights and interests protection actions for customers include, but are not limited to:

• Explaining our warranty policy;

• Repairing products if they fail to function as specified;

• Replacing products if repairs are ineffective;

• Offering refunds to customers.

In product and service information disclosure, Universal Medical strictly follows the principles of truthfulness and completeness. It provides customers with detailed information, covering marketing materials, technical specifications, service plans, potential risk warnings, and operation manuals. This enables customers to make informed and responsible decisions. All communication content is designed to be concise and accurate for easy customer understanding and use.