Quality, Safety, and Customer Experience

Develop and implement quality strategies to meet or exceed expectations of healthcare institutions with a focus on clinical quality, safety (patient & employee) and customer service excellence and satisfaction.

  • Patient & Employee safety
  • Customer satisfaction
  • Clinical quality

Human Resources

Be the healthcare “employer of choice” for our region by having a “high performing, flexible, unified and dedicated workforce.”

  • Employee morale and organizational culture (Employee Opinion Survey)
  • Recruitment and Retention
  • Positive Relationship development
  • Management skills training for employees (Heritage Way MBA)
  • Physician development (Medical Staff Opinion Survey)

Information Technology

Develop and implement an “all-inclusive information strategy” in order to be the “enabler” of the organization and to continue to evolve toward the virtual patient record.

  • Clinical systems (Clinical Access Portal)
  • Information infrastructure (Wireless Technology)
  • Customer access and quality (Community Portal & Care Card)

Market Expansion and Community Health

Increase the awareness of, preference for, and use of the system by area health consumers, especially those located in adjacent growth markets.

  • Branding and System awareness
  • Network sizing and selected market expansion
  • Actions to monitor & influence key healthcare business environment areas
  • Engage consumers and the community in health promotion and health improvement activities

Fiscal Responsibility

Demonstrate sound financial performance by generating specified operating margins (of a minimum of 1% to 2% in each fiscal year) and total margins (of a minimum of 4% in each fiscal year) to maintain or improve the current financial position.

  • Service line/departmental financial profitability review
  • Specific cost savings initiatives and revenue enhancement opportunities
  • The continuation and enhancement of “Charity Care” if necessary