Sustainability at Twist
Vision and Mission
As a smaller business it is important to us that we set up ethical and sustainable business practices from day 1. This means that our business will scale and grow around sustainable practices, without having to implement huge change policies in years to come!
We also recognise the limitations of being a smaller company, but we can still make an impact to our local communities and set forth our mission to do so.
This document sets out our vision, mission and our KPIs for working towards our sustainability goals.
OUR PURPOSE
Twist Health exists to improve health outcomes by making healthcare communication clearer, more honest and more human, for patients, carers and the healthcare professionals who support them.
Everything we make shapes how people understand medicines, conditions and care. We believe communication done well helps people make better decisions about their health, and that communication done badly causes real harm. So we hold ourselves to four commitments: better health literacy and outcomes; a fairer, more inclusive health system; thriving people and communities; and a lighter environmental footprint.
This purpose is written into our Articles of Association, approved by our Board, and reviewed every year. We report our progress in our annual B Corp Impact Report.
OUR VISION AND MISSION
PEOPLE
People come first. We aim to offer supportive, collaborative work-spaces where our people can grow in their role and in their community.
WORKPLACE
We are committed to providing a sustainable workplace that does not negatively impact our environment.
COMMUNITY
We want to be a positive name in our community – giving back to the communities we work with and within
FUTURE FIRST
Everything we do is focused on having a positive impact on for the future. From our procurement practices through to disposing of coffee grinds – every detail is important!
LISTENING TO STAKEHOLDERS
Our Articles of Association require our directors to consider everyone affected by our business: our team, our clients, our suppliers and freelancers, our shareholders, the communities we work in, the patients and healthcare professionals our work reaches, and the environment.
Each year we map and prioritise these stakeholders and build their interests into how we make decisions. Our people shape our plans through performance reviews and team meetings; our clients through co-creation workshops and our customer satisfaction survey; our suppliers and freelancers through our prompt-payment commitment and supplier assessments; and our community through our partnership with Twyford St Mary's School and the Twyford 10k. Our Board reviews how well we have listened at its annual purpose and impact review.
RESPONSIBLE MARKETING AND COMMUNICATIONS
We make communications about medicines and health. Every health, social or environmental claim we make, about ourselves or on behalf of a client, must be precise, verifiable and backed by reliable evidence. We communicate our own impact honestly, including where we fall short. We apply the ABPI Code of Practice, the BHBIA guidelines and the CMA Green Claims Code to everything we produce, we never promote prescription medicines to the public, and every piece of AI-assisted content is reviewed by a named member of our team before use.
JEDI AT TWIST
Justice, Equality, Diversity and Inclusion
At Twist Health, we believe that better healthcare communication comes from diverse perspectives and from a culture in which everyone belongs. As a small, female-owned and led B Corporation, we are committed to justice, equity, diversity and inclusion (JEDI) in everything we do. How we hire, how we pay and support our people, how we work with clients, suppliers and freelancers, and how we treat one another every day.
We are an equal-opportunity employer and comply fully with the Equality Act 2010. We recruit and promote on the basis of skills, experience and potential, using fair and consistent processes. We pay our people fairly, at or above the Real Living Wage, and we make reasonable adjustments and offer flexible working, in place of work, hours and days, so that everyone can do their best work. We do not tolerate discrimination, harassment, bullying or victimisation of any kind. Every member of our team has access to our free Mentorship and Sponsorship Programme during working hours.
Because we are a small and growing business, we see our JEDI journey as ongoing. We hold ourselves accountable, review our commitments every year, and welcome feedback from our team, our clients and our communities on how we can do better.
HUMAN RIGHTS
Twist Health respects the human rights of everyone our business touches: our people, the freelancers and suppliers we work with, our clients, the patients and healthcare professionals who use the communications we create, and the communities we live and work in.
We commit to the UN Guiding Principles on Business and Human Rights; to the rights set out in the International Bill of Human Rights, including the Universal Declaration of Human Rights; and to the ILO Declaration on Fundamental Principles and Rights at Work: freedom of association and collective bargaining, no forced labour, no child labour, no discrimination, and a safe and healthy workplace. Each year we assess the human rights and environmental impacts of our most significant purchasing decisions, and we have a zero-tolerance approach to modern slavery.
OUR CLIMATE ACTION PLAN
We support the Paris Agreement goal of limiting global warming to 1.5°C and are committed to net-zero emissions across our business by 2030.
Our 2025 baseline: Scope 1 (direct emissions) 0 tCO2e, because we have no gas supply or vehicles; Scope 2 (electricity) 7,610 kWh on a tariff that is currently 45% renewable and 91% zero-carbon, which we will move to a 100% renewable, REGO-backed tariff at our 2027 renewal; Scope 3 (travel, home working and purchased goods and services) to be measured in 2026. Our targets include cutting office electricity use by 10% by 2027 and 20% by 2030, keeping printing below ten sheets a month and office waste to landfill at zero, measuring and then reducing business-travel emissions, and removing 100% of our residual emissions through certified schemes from 2027. The plan, its budget and the people responsible for it are approved by our Board and reviewed every year.
RESPONSIBLE LOBBYING
Twist Health does not lobby and does not make political donations. Our industry memberships are for professional standards and training, not for influencing policy. If we ever seek to influence public policy, we will do so only in support of positive social or environmental outcomes, based on reliable evidence and with full transparency, under the governance set out in our Responsible Lobbying Policy, which has been approved by our Board.
DONATING SKILLS TO GOOD CAUSES
We give our research, data and communication skills to causes that advance health and wellbeing. Since 2023 we have supported the charity MediCinema pro bono, analysing patient survey data and building the evidence and communications that help MediCinema bring cinemas to more NHS hospitals. Closer to home, our team organises the Twyford 10k trail race, which raised £4,500 for the local primary school in 2025, and we are funding a girls' after-school sports club at Twyford St Mary's School. Every member of our team has a paid day each month to volunteer.
RAISE A CONCERN
If you are a client, supplier, freelancer, community partner, patient, healthcare professional or member of the public and you have a concern about anything Twist Health has done, including our conduct, our communications, how we have treated you, or a human rights, data-protection or environmental matter, we want to hear it.
Email info@twisthealth.tech, use the "Raise a concern" option on our contact page, or write to Twist Health Limited, 8 Queen Street, Twyford, Winchester SO21 1QG, marked "Grievance, Confidential". You can raise a concern anonymously. We will acknowledge it within three working days, investigate, and respond in writing normally within fifteen working days, and you can ask for a review by a director who was not previously involved. We never retaliate against anyone who raises a concern in good faith.