CSL’s goal is to make patient engagement a standard practice to improve how therapies are developed and to deliver results focused on patients’ needs, both within CSL and across the industry. CSL believes it can amplify its impact through strategic partnerships with industry partners and patient organisations to pursue these ambitions. Patient focus across the organisation CSL continues to underscore its commitment to patient focus at both the global and local levels, identifying mutually beneficial ways to partner with patient stakeholders to address community needs and advance collective expertise across our therapeutic areas. Recognising that health education and health equity are crucial elements of patient empowerment and pivotal components for successful collaboration with patients in the development of CSL therapies, CSL R&D partnered with Clinispan Health and local US Plasma centres to organise three community health summits. These summits, held in Raleigh, North Carolina, Philadelphia, Pennsylvania and Charlotte, North Carolina, featured keynote speakers and panel discussions including community‑based healthcare leaders. The events aimed to educate minority and underserved populations about the importance of taking control of their health and the benefits of minority participation in clinical research. Combined, the summits attracted 250 in-person attendees and over 500 online viewers, with many expressing gratitude for the new insights gained and for CSL’s commitment to addressing healthcare disparities. Healthier World * Limited assurance by Deloitte. Data is based on 2.3 million survey responses. The percentages for willing to donate and refer a friend are comprised of total number of respondents who selected the top two (4 and 5) of five numbers on the Likert scale. Donor experience CSL is committed to improving the donor experience, supporting donors’ holistic well-being and investing in the health equity of donor communities, because CSL recognises that it all starts with the plasma donors who make CSL’s life-saving therapies patients rely on possible. At the core of CSL’s efforts to provide the safest and most positive experience possible is our continued investment and commitment to innovation. CSL’s notable initiatives during the current year for improving the donor experience through individualised Nomograms and the improvements made throughout CSL’s Plasma centres with the REACH program is outlined in the Innovation section at page 30. Donor experience commitment CSL’s ambition is to create best‑in‑class donor experience in partnership with donors and communities, by continuously innovating the donation process, supporting donors’ holistic wellbeing, and investing in the health equity of donor communities. CSL’s initial goal for 2030 is to initiate new programs to promote health awareness resources, ensuring that at least 30% of donors gain access. Furthermore, CSL intends to increase donor satisfaction survey results, utilising a new customer satisfaction methodology to be implemented and baselined in FY25. CSL Plasma donor profile and survey results CSL’s plasma donors all have a unique story to share about why they donate. Some donors supplement their income to help make ends meet, while others have been personally impacted by a loved one with a rare condition or while in the hospital, has benefitted from plasma-derived therapies and the donor has chosen to help others in need. Each person’s plasma donation story is unique, and CSL honours and appreciates each of them. CSL donors are diverse and come from all walks of life. An ongoing project of CSL Plasma has been to find out more about donors, who they are, what they do, and why they donate. CSL’s goal is to continue to provide a best-in-class donor experience. This will include using new customer satisfaction methodologies and surveys to be implemented in FY25, while at the same time taking steps to share resources with donors in an effort to help improve their well-being. Based on self-reported survey data administered through the CSL Plasma mobile app (1 July 2023 to 30 June 2024), CSL Plasma donors provided details on their occupational status:* • 54% described themselves as working full-time. • 19% described themselves as unemployed, inclusive of full-time parents, donors who are not looking for work or the unemployed. • 15% described themselves as part‑time. • 3% described themselves as students. • 9% described themselves as other (e.g. military, retired). Of those plasma donors surveyed, 94% are willing to donate again, and 90% of plasma donors are willing to refer a friend to donate plasma at their CSL Plasma centre.* 94% of plasma donors willing to donate again* 90% of plasma donors are willing to refer a friend to donate plasma at their CSL Plasma centre* 48 Limited Annual Report 2023/24
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