Help us make Cook better

You have probably heard us describe our improved Quality System as a “feedback loop” meant to encourage people to raise their hands and speak up when they see that something is not working right. We cannot fix what we do not know about.

The feedback loop thought applies far beyond the manufacturing systems. We want everyone in the company to feel empowered to improve things by letting someone know if something is not quite right.

Our Ethics & Compliance (E&C) team has always encouraged this kind of thinking. They have offered a Helpline phone number and also contact information for the E&C department so employees could call to report situations or actions that were against our company values and Code of Conduct. Cook has always held itself to a high standard of honest and ethical behavior. Not only did our founder, Bill Cook, personally feel that ethics are important, but he knew that in healthcare in particular, the work we do impacts so many people outside of our walls – patients, healthcare practitioners and facilities, public and private agencies, and communities as a whole. We have a responsibility to all of those people, as well as to each other here at Cook, to set high standards and live up to them. And increasingly, governments around the world are stepping in and setting ethics guidelines for companies in our industry.

Improved Ethics & Compliance Helpline

In the past we managed the Ethics & Compliance (E&C) Helpline internally. With the size of the company now, though, and with locations around the world, we decided it was time to partner with an outside company that specializes in ethics and compliance support programs, NAVEX Global. NAVEX has a lot of experience and knowledge of the rules of each country where we operate. There are also a lot of other benefits to this decision, such as:

• Employees at all Cook companies around the globe will have a toll-free Helpline for their country.
• Our major vendors, suppliers, and distributors will be able to participate.
• Both online and phone communication options exist 24 hours a day, 7 days a week.
• Phone calls will be answered by a qualified NAVEX operator.
• Native language options for non-English-language speakers are available.
• Reporting to a neutral party will reassure callers of anonymity, if desired.

The E&C Helpline is not meant to replace existing policies or procedures or less formal methods of resolving internal complaints or concerns about routine employment matters. We still welcome and encourage you to speak with your supervisor, manager, HR manager, company Ethics & Compliance representative or the president or managing director of your company. Rather, the E&C Helpline will complement the processes already in place and give you an additional option. Many companies have similar reporting programs like this.

You should have already received, or will be receiving soon, information announcing the improved E&C Helpline, along with a wallet card with your region’s E&C Helpline phone number and website. Use either one next time you feel like something is not right or you have a concern about something you see happening. The information you provide will not affect your employment in any way, as retaliation will not be tolerated.

Bookmark the reporting website so that you have it ready if you ever need it. Hopefully you will not need it, but we want you to feel comfortable using it. The website also offers answers to Frequently Asked Questions.

We are counting on you to be part of the feedback loop and help us all make Cook better.

Thanks,
Pete