STRATEGIC PLAN 2011AND BEYOND

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1 STRATEGIC PLAN 2011AND BEYOND JOSEPH BRANT MEMORIAL HOSPITAL

2 2 A new Strategic Plan In 2010, our Board of Governors undertook to refresh our Strategic Plan. Following extensive consultation with our staff, physicians, volunteers, patients, Hamilton Niagara Haldimand Brant (HNHB) LHIN, City of Burlington, community partners and public, our Board of Governors approved the JBMH Strategic Plan in June This strategic plan sets out a high level road map to meet our new Mission and inspired Vision in the years ahead through the direction we set out and live in our Values. This is not a static process and we will monitor our progress against the specific goals we set out in this document. We will continue to shape our strategies and adjust our course as new challenges and opportunities arise to ensure we provide safe, quality care to our patients. Through a dedicated team of staff, physicians and volunteers and our many partners throughout the community and beyond, we at JBMH are committed to delivering Compassionate Care, Exemplary Service, Every time.

3 Understanding the Landscape Health care is an ever changing environment in which we must anticipate and adapt to the needs and expectations of those we serve every day to ensure we consistently deliver exceptional care and service. This Strategic Plan was developed to define the best approach for the Hospital to meet clients needs. The plan was based on a comprehensive review of changing demographics, community needs, future health care trends and the directions set by local and provincial governments. It reflects today s realities and builds a road map to meet the present and future needs of patients, staff, volunteers, partners and the community. In 2009, the HNHB LHIN developed an Integrated Service Plan which outlined the challenges facing health care providers today such as an aging population, a higher burden of illness and scarce resources. In the Plan, the LHIN outlined priorities including improving patient access, clinical service integration, reducing wait times and chronic disease management. Through consultations, we heard from our patients, their families and broader community that quality and safety remain a priority although service and access were key factors in delivering an exceptional patient experience. By recognizing the landscape around us and engaging our patients, team, partners and community in building this plan, we have set priorities to not only meet the needs of today but leverage opportunities to achieve our Vision of tomorrow. At JBMH, we take the responsibility of serving the health care needs of our community seriously and we are committed to a comprehensive plan that delivers safe, quality care to all of our patients. About Us Serving our community since 1961 Joseph Brant Memorial Hospital (JBMH) is a community hospital serving the Burlington, Waterdown, Flamborough, Stoney Creek and Hamilton localities while providing exceptional health care, wellness and education to over 170,000 patients annually. Since 1961, JBMH has had a strong history of meeting community needs and offering a wide range of services including medicine, surgery, emergency, maternal/child, mental health and rehabilitation/complex continuing care. Facts & Stats JBMH operates 245 beds. There are 13,512 admissions, 47,389 visits to the Emergency Department and 1,165 births yearly. We have a skilled staff of 175 physicians, 1,400 full- and parttime professional health care staff and more than 600 active Auxiliary volunteers. 3

4 Our Mission, Vision and Values Our Vision Our Vision reflects our desire to provide leading-edge health care in state-of-the-art facilities. Our health care provision delivers a positive service experience. Our patients receive great care and superior service at every opportunity. 4 Our Mission We are committed to exemplary health care. We are focused on clinical excellence, quality and patient safety. We have a passion for service. At JBMH we: Provide quality services to our community through a wide range of inpatient and outpatient programs focusing on acute and chronic care; Are a health care provider delivering regional integrated services; Develop innovative programs and services to meet the unique needs of our patients; Provide a safe, supportive environment focused on healing, prevention and wellness; Offer learning opportunities in a community hospital setting. Our Values JBMH's Mission is to provide quality patient care and one of the ways we will do this is by living our organizational values of Compassion, Accountability, Respect and Excellence (C.A.R.E). Our C.A.R.E. Commitment Compassion. Compassion is putting yourself in the place of another; treating others with kindness, concern and generosity. Accountability. Accountability is accepting responsibility for behaviour, quality of work and outcomes. Respect. Respect is treating others with courtesy; listening to what others have to say; and not ridiculing, embarrassing or hurting others. a Excellence. Excellence is always striving to provide the best care and service; and continually looking for opportunities to improve quality.

5 To fulfill our Vision, we have built a framework that will inform everything we do. We have defined five strategic directions that we must focus on. Each of these will drive specific action plans that will ensure our community consistently receives excellent health care that meets its needs. Our five strategic directions with clearly defined goals will lead us towards our vision. Quality and Safety Exceptional Customer Service Innovation Inspired People & Teamwork Leading Performance Holding ourselves to the Highest Standards We achieve our Vision: Committed to Service Excellence Our Framework Our Strategic Directions Through Partnerships and Relationships Our Goals Achieving our Highest Potential Through a Culture of Operational Excellence We are relentless in providing superior quality of care to everyone we serve. We continuously develop and implement evidencebased practices in quality and safety. We strive for excellence -designing quality and safety into everything we do. Our physicians, staff, and volunteers consistently deliver a phenomenal care and service experience. We value, reward, and honour outstanding customer service. We cultivate a learning environment where passion for service fuels our growth and development as a hospital of choice. We lead and participate in the development of an integrated, high performing, and sustainable health care system. We are driven to create customized care that anticipates the unique needs of our patients and community. We engage our community partners to join with us in improving the health and well being of all. We are all accountable for creating a safe, dynamic, and healthy work environment. We retain, attract, and develop dedicated health care leaders. We are driven and inspired by lifelong learning. We are recognized as a top performing hospital. We create efficiencies, eliminate waste, and make environmentally responsible choices. We are prudent in managing our financial resources and committed to ongoing measurement and performance accountability. 5 We will reach our goals through our Enablers: Engagement. Communications. Transparency. We deliver on our Mission: We are committed to exemplary health care. We are focused on clinical excellence, quality and patient safety. We have a passion for service. We will live our C.A.R.E. Commitment Values: Compassion. Accountability. Respect. Excellence.

6 Icleanmyhands!celebrating hand hygiene day Quality and Safety JOSEPH BRANT MEMORIAL HOSPITAL Every patient deserves a safe, quality care experience and at JBMH this is our top priority. We will be a top performing hospital, recognized in our community and beyond for achieving our targets and demonstrating a culture of quality and safety. This means: 6 We are relentless in providing superior quality of care to everyone we serve; We continuously develop and implement evidence-based practices in quality and safety; We strive for excellence incorporating quality and safety into everything we do. Our Strategic Priorities: Ensure that our Board of Governors, in partnership with others, has a quality and safety framework, plan and roadmap; Implement a new model of care focused on quality, safety, service, accountability and efficiency; Implement an internal and external accountability model with appropriately defined quality and safety indicators and targets.

7 Exceptional Customer Service At JBMH, we know the value of an exceptional experience for our patients, their families and caregivers. We continue to focus on improving service by ensuring that physicians, staff and volunteers see themselves as part of the team responsible for delivering an exceptional customer service experience. This means: Our physicians, staff and volunteers consistently deliver an outstanding care experience; We value, reward and honour exceptional customer service; We cultivate a learning environment where passion for service fuels our growth and development as a hospital of choice. 7 Our Strategic Priorities: Implement a robust customer service program that includes education, rewards, expectations, roles and accountability.

8 Innovation 8 By continually focusing on partnerships, we can find innovative opportunities for customized programs and increased services. Fostering a culture of innovation encourages collaboration with others to leverage scarce resources while delivering a positive experience to our patients and their families. At JBMH, we demonstrate innovation in health care. This means: We lead and participate in the development of an integrated, efficient and sustainable health care system; We are driven to create customized care that anticipates the unique needs of our patients and community; We engage our community partners to join us in improving the health and well being of all. Our Strategic Priorities: Implement a culture that fosters and promotes innovation at all levels across the entire hospital; Establish formal and informal partnerships that improve quality, increase service and grow programs; Intentionally seek out ideas from other sectors/industries and adapt them to health care.

9 Inspired People & Teamwork Our industry is one of people serving people and we want to ensure that we have a talented team that meets and exceeds the needs of our patients every day. At JBMH, we are recognized for finding and keeping the best talent in health care and other sectors through a strong leadership culture while being an employer and partner of choice. This means: We are all accountable for creating a safe, dynamic and healthy work environment; We retain, attract and cultivate dedicated health care leaders; We are driven and inspired by lifelong learning. 9 Our Strategic Priorities: Implement a comprehensive Human Resources plan; Implement a Healthy Workplace Strategy; Implement a Talent Management Strategy and Succession Plan; Provide a physical environment that promotes a healthy workplace; Implement a Leadership Development Program.

10 Leading Performance We recognize the need to deliver sustainable and exceptional care to our patients in an environment of limited resources and growing accountability. At JBMH, we demonstrate that we are leading performers in quality, safety and service by effectively using resources and leveraging opportunities. 10 This means: We are recognized as a top performing hospital; We create efficiencies, eliminate waste and make environmentally responsible choices; We are prudent in managing our financial resources and are committed to ongoing measurement and performance accountability. Our Strategic Priorities: Implement organization-wide standardized clinical and business processes; Advance our redevelopment program with the goal of achieving approval and construction readiness; Have a communication and engagement strategy to report on performance outcomes; Develop a new revenue strategy.

11 Enablers As we developed our Strategic Plan, we identified three key enablers that ensure we effectively involve our community. These enablers will be the foundation by which we will achieve our Vision. ENGAGEMENT is a commitment to: Creating opportunities for meaningful dialogue; Sharing ideas for continual improvement; Building collaborative relationships. Commitment to Action Our new Strategic Plan reflects an in-depth understanding of the needs of our community, incorporates the voice of internal and external stakeholders and shows a commitment to our Mission, Vision and Values. Through the collective efforts of our staff, physicians, volunteers and partners, we will meet the goals and objectives set out for each of our Strategic Directions. We are committed to this effort and we will continue to meet the changing and diverse health care needs of our community. COMMUNICATIONS as a two-way process means: Sending the right message; Being open, clear and concise in our discussions; Engaging others to make sure the message is being received correctly. 11 TRANSPARENCY promotes accountability by: Providing information to the community about what their hospital is doing; Rapidly disclosing information in a format that the public can readily find and access; Soliciting public feedback in identifying information of greatest use to the community. We will deliver excellent quality care and positively impact the lives of the patients we serve.

12 Joseph Brant Memorial Hospital 1230 North Shore Boulevard, Burlington, Ontario L7S 1W Senior Administrative Team Eric Vandewall, President & CEO Anissa Hilborn, Foundation President & Vice President Development Dr. Dwight Prodger, Chief of Staff & VicePresident Medical Affairs Mario Joannette, Vice President Public Affairs & Communications Florine Lobo, Vice President Financial & Corporate Services & Chief Financial Officer Arlene Yam, Vice President, People & Clinical Support Services Mary MacLeod, Vice President, Patient Care Services & Chief Nursing Executive Tess Romain, Director, Strategy Management & Governance Liaison 2011/12 Board of Governors: Susan Busby, Chair Stephen Friday, Vice Chair Don Dalicandro David Dean Sandra Edrupt Dr. Adam Grzeslo Dr. Anjali Gupta Robert Hamilton Barb Hladysh Brenda Hunter Jim Kozack Marianne Meed Ward Dominic Mercuri Kathryn Osborne Michael Pautler Dr. Dwight Prodger Mae Radford Don Wray Eric Vandewall

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