We are committed to fair competition and adhere to the relevant laws to protect competition. All employees are obliged to comply with the rules of fair competition. MWS does not tolerate any unacceptable behavior such as unlawful exchange of information, espionage, theft or poaching of nursing staff/employees. Our high standards of fair behavior towards business partners and nursing staff are reflected in our principles. MWS stands for fair partnerships, transparency, quality and professionalism. Our goal is to always offer our business partners the best value for money. For this purpose, our quality management is an integral part of all operational processes. We are committed to fair working conditions and consider it a matter of course to protect the rights of employees. Every employee contributes significantly to the reputation of MWS through their appearance and professional behavior.

The following corporate principles represent our commitment to the fair and ethical recruitment, qualification and integration of medical professionals from third countries and ensure compliance with international laws and standards in the areas of human rights and occupational health and safety. These principles also expressly apply to our cooperation partners in third countries. We call on all partners to implement these principles and regularly check compliance with them.

The following guiding principles are part of our commitment:

• Written Documentation for Verifiability: Recording information, agreements, or processes in writing to ensure traceability and reliability.

• No Fees for the Placement Process for Nursing Professionals.

• No Financial Risk for Nursing Professionals.

• Transparency Regarding Structures, Services, and Costs.

In addition, upon contract conclusion, MWS commits to adhering to the following standards:

• Compliance with the World Health Organization (WHO) Code of Practice for the international recruitment of healthcare professionals, including the prohibition of recruiting from countries with a shortage of healthcare staff.

• Adherence to International Human Rights Conventions of the United Nations (UN) and the European Union (EU).

• Observance of General Principles and Operational Guidelines for Fair Recruitment, as well as the definition of recruitment fees and associated costs in accordance with the core labor standards of the International Labour Organization (ILO).

• Implementation of the Employer-Pays Principle: This means that all costs related to the recruitment and immigration of international nursing professionals must be borne exclusively by the employer in Germany. The nursing professionals assume no financial risk; placement and services are free of charge.

The employer pays principle applies without restriction: The nursing staff do not incur any costs for services directly related to the placement. In accordance with the ordering principle, the employer must bear all costs associated with the recruitment. MWS undertakes not to charge the nursing staff any placement fees or costs for related services, either directly or indirectly (“employer pays principle”). This obligation applies across the entire service chain. All commitment and repayment obligations in the placement contracts fully comply with the quality and testing regulations for fair recruitment of nursing staff from abroad.

In working with our customers, we undertake not to arrange any employment contracts that contain commitment or repayment obligations with regard to placement costs.

MWS reviews these company principles at least once a year to ensure they are up to date with regard to the current state of affairs and the legal situation; this commitment is regularly evaluated and adjusted if necessary.

The contents of the recruitment conditions are subject to a general and event-related review reservation with regard to compliance with our General Terms and Conditions (GTC) and this declaration of principles.

The parties have the right to terminate the contract in the event of repeated non-compliance with the General Terms and Conditions and this policy statement. In addition, both parties have the right to terminate or withdraw according to Section 314 of the German Civil Code (BGB) or Sections 346 ff. of the German Civil Code (BGB) if the employer pays principle is violated. While termination means the end of the contract at the earliest possible date, withdrawal is understood as a revocation; in the event of withdrawal, the contract is declared void with retroactive effect.

Employers are asked to provide measures for company integration and language support and to develop a concept for company integration management – this is crucial for the successful recruitment of foreign nursing professionals.

With regard to legal regulations on the recognition procedure in Germany, we refer to the available compensatory measures under the Nursing Professions Act (PflBG) as well as to the right to choose between a knowledge test and an adaptation course (Section 40 PflBG).

3) If the equivalence of the level of training in accordance with paragraph 2 is not given or can only be determined with an unreasonable amount of time or effort because the necessary documents and evidence cannot be presented by the applicant for reasons beyond his control, an equivalent level of knowledge must be proven. This proof is provided by a knowledge test covering the content of the state final examination or an adaptation period of up to three years, which concludes with an examination on the content of the adaptation period. The applicant has the right to choose between the knowledge test and the adaptation period. When assessing the equivalence of the level of training, the competent authority should take into account available information on the professional qualifications of the applicant, in particular in the form of model reports from the assessment office for health professions.”

Nursing professionals have the opportunity to address grievances in the placement process within the framework of a complaints procedure.

complaint@medical-work-solution.com

• Access: MWS aims to provide its customers and cooperation partners with access to a well-structured, freely accessible, and transparent complaint procedure.

• Customer Satisfaction: Another goal of the complaint management process is to restore and improve customer satisfaction.

• Error Identification: Complaints offer valuable insights into weaknesses or issues in the service delivery by MWS.

• Process Improvement: By analyzing complaints, Medical Work Solution can optimize internal processes.

• Receipt of the Complaint: Complaints can be received through various channels (e.g., email, online forms). Email: complaint@medical-work-solution.com | contactform

• Recording and Documentation: Each complaint is systematically recorded and documented to ensure traceability.

• Analysis and Evaluation: Received complaints are analyzed to identify their causes and assess their urgency.

• Processing: The department responsible for complaint management (see Section 3 below) handles the complaints, seeks solutions, and communicates with the complainants.

• Offering a Solution: Depending on the nature of the complaint, a feasible solution is proposed.

• Collecting Feedback: After processing the complaint, feedback is obtained from the complainant to assess satisfaction with the solution.

Responsible for complaint management at Medical Work Solution is:

Anna Merkert
complaint@medical-work-solution.com

The complainant will be informed of the status of their complaint through clear and transparent communication by MWS in order to understand what steps will be taken and when. The customer will be informed of the status whenever there is a change in the process.

All steps in complaint management are documented. There are regular reports that help identify trends and derive improvement measures.

Employees are regularly trained (e.g. changes in the recruitment process due to laws) in order to be able to respond competently to complaints and to develop an empathetic understanding of customer concerns.

Medical Work Solution views complaint management as part of a continuous improvement process. The evaluation of complaints goes beyond the actual processing and aims to continuously optimize products and services.

The timeline for the complaint process may vary depending on the type of complaint, severity, and urgency. Below is a general overview of the typical stages of a complaint process and their processing timeline:

Receipt of the Complaint (Day 0)
The complaint is submitted through a defined channel (e.g., email, online form).

Recording and Documentation (Day 1)
The complaint is recorded and documented in the system. Key information such as date, time, type of complaint, and contact details of the complainant are noted.

Initial Analysis (Days 2-3)
An initial analysis of the complaint is conducted to assess its urgency and complexity. Complaints are categorized by severity (minor, moderate, severe) based on potential impacts on the complainant or potential legal implications. Severe complaints are prioritized over moderate and minor ones.

Severe complaints receive prioritized resources, including the allocation of experienced staff or specialized teams for handling.

This phase may also involve assigning the complaint to the appropriate department or person.

Processing the Complaint (Days 4-10)
The responsible department begins processing the complaint. This may involve gathering additional information from other departments or directly from the customer.

During this phase, the complainant is regularly informed about the status of their complaint.

Finding a Solution (Days 7-14)
Based on the analysis, a solution is developed.

The proposed solution is presented to the complainant.

If the complainant does not agree with the solution, the matter is escalated to the management. Medical Work Solution has defined clear escalation levels that specify when and how a complaint is forwarded to higher management levels or specialized teams.

Implementation of the Solution (Days 15-20)
Once the customer agrees, the solution is implemented. The duration of this phase can vary depending on the nature of the solution.

Collecting Feedback (Days 21-30)
After completing the process, feedback is collected from the complainant to assess satisfaction with the solution and identify areas for improvement.

Documentation and Reporting (Ongoing)
All steps are documented to ensure traceability and to create regular reports on complaints and their handling.

The following approaches, which do not represent an exhaustive list and can be adapted or expanded on a case-by-case basis, are generally considered:

Service or Replacement:
Provision of alternative services.

Process Improvement:
Identification of process weaknesses and implementation of improvements to prevent similar complaints in the future.

Policy Adaptation:
Review and adjustment of internal policies based on the most common complaints.

Direct Communication:
Personal conversations with affected customers to better understand their concerns and offer tailored solutions.

The protection of the complainant’s personal data and its lawful processing is of great concern to Medical Work Solution. Details on this are set out in Medical Work Solution’s privacy policy.