2013 â€“2018 Strategic Plan
wit h Our Pat i e n t s , O u r P e opl e , O u r Pa rt ne r s
LOOKING FORWARD TOGETHER.
Southlake is grateful to the thousands of people, who devoted countless hours to complete surveys; attend focus groups, workshops, and planning summits; participate in or conduct face-to-face interviews; and comb through satisfaction results and feedback reports. Their commitment has been invaluable in creating a document that we believe truly reflects the needs, opinions, feedback, and ideas of the many individuals we are privileged to serve. Southlakeâ€™s 2013â€“2018 Strategic Plan is dedicated to those outstanding individuals, and the countless others whom we are honoured to call Our Patients, Our People, Our Partners.
“As our strategic directions unfold and take shape, you will notice the emergence of our deeper commitment to provide Shockingly Excellent Experiences to everyone we interact with.”
A Message From Our
President & CEO I’m often asked what attracted me to Southlake and my response is: “I was impressed by what I saw on the outside – a modern, state-of-the-art facility located in a beautiful community – but I was more impressed by what I felt on the inside – a culture that puts patients first and is intensely committed to delivering healthcare excellence. Most importantly though, I was impressed by the potential I saw for Southlake to take a leading role in transforming our healthcare system into the patient-focused, excellence-driven model of care that Our Patients rightfully deserve.” In the following pages you will discover Southlake’s 2013-2018 Strategic Plan and the three priority directions we will take to further position Southlake as Canada’s Shockingly Excellent hospital. It doesn’t include any major plans to construct new buildings, introduce new regional programs, or transition Southlake to become an official teaching hospital. Instead, it is about taking a number of bold and intricate steps to advance our existing practices and unleash the incredible potential that exists when we strive to work together with Our Patients, Our People and Our Partners.
As our strategic directions unfold and take shape, you will notice the emergence of our deeper commitment to provide Shockingly Excellent Experiences to everyone we interact with. We will work tirelessly to create value in healthcare without compromising quality outcomes. This new way of delivering care will become part of our culture, known as The Southlake Way. We will use our time and resources effectively and efficiently over the course of the next five years to achieve what we have set out to do in this Strategic Plan. So, let’s turn the page and together, begin this exciting new journey! Sincerely,
Dr. Dave Williams President & CEO
CORE COMMITMENTS SOUTHLAKE’S
N VISION S OURAGE
S h o c k i n g l y E x c e l l e n t E x p e r i e n c es Our Vision speaks to our promise to create an environment where everyone who interacts with us will have an experience that meets or exceeds their expectations. We recognize that we must challenge ourselves to consistently deliver on this promise, and we are excited by some of the innovative solutions we will introduce through the 2013â€“2018 Strategic Plan that will help to ensure our success.
OUR mission T o g e t h e r , w i t h O u r Pat i e n t s , O u r Pe o p l e , a n d O u r Pa r t n e r s , w e s t r i v e t o m a k e l i v es b e t t e r b y a c h i e v i n g q u a l i t y o u t c o m es a n d c r e at i n g va l u e i n h e a lt h c a r e .
Our Mission Statement underlines our commitment to work collaboratively with Our Patients, Our People, and Our Partners to further Southlakeâ€™s evolution as a high reliability organization â€“ dedicated to the delivery of safe, quality healthcare in the most efficient and effective ways possible.
OUR VALUES P u t Pat i e n t s First
All of Southlake’s People – staff, physicians, learners, and volunteers – are here to make Our Patients’ healthcare experience the best it can be.
Care with compassion – no one’s a number at Southlake. Care with a commitment to safety and quality – nothing else will do. Care with flexibility – each person’s needs are different and should be respected.
Give a Damn!
Care passionately about the safety and well-being of Our People. Without them, we would not be whole. Value each other’s contributions and expertise because on this team, each of us plays an important role. Give and take, and understand that the needs of the many far outweigh the needs of the few. Respect each other and, realizing the impact of your words and actions, accept the consequences. Stand by
one another and pull together through good times and bad. In doing so, realize we can accomplish just about anything. Care passionately about Southlake. Take great care to positively represent the organization and Our People whenever you are given the chance. Treat the facility and everything in it as if it were your own. Take great pride in our programs and services and realize that one can only succeed with the support of the others.
Care passionately about Our Partners. We are fortunate to work with people and organizations who share our passion for innovation and excellence. We will give fully of ourselves in order to achieve our mutual goal of quality outcomes through exceptional healthcare. Care passionately about our community. We proudly consider ourselves a part of each of the communities we serve and, therefore, have a vested interest in the events that affect them and the people in them.
Push the Envelope
Embrace opportunities and create solutions – don’t be afraid to seek out new and rewarding challenges. Together, we must be fearless and courageous so we can make things happen. Take calculated risks, yet be the first to recognize when they are not right for Southlake and learn from the experience.
Hon our Y o u r Commitments
Walk our talk. If you say you’ll do it, do it, and if you can’t, explain why. Follow through on your commitments and remain accountable for your attitude and your actions.
PILLARS Southlake has undergone remarkable physical growth during the past decade. Our most impressive construction projects include a new six-storey tower, the state-of-the-art Stronach Regional Cancer Centre, and, of course, the communityâ€™s most visible landmark, the bridge that spans Davis Drive. While we are incredibly proud of our physical transformation, we have never lost sight of the fact that our true strength can be found, not in bricks and mortar, but in the following four pillars, which support our future growth and transformation and are built in the true spirit of Southlake, where tradition is cherished, change is welcomed.
HELPING TO MAKE LIVES BETTER
o u r pat i e n t s a n d comm u n i t y
We pride ourselves on being a high reliability organization â€“ dedicated to the delivery of safe, quality healthcare in the most efficient and effective ways possible. From our programs and processes to our attitudes and behaviours, we work tirelessly to provide timely access to our facility, our programs, and our services.
O UR P E O P LE
CREATING VALUE IN HEALTHCARE
We work hard to attract and retain the brightest and best physicians, staff, and volunteers. Together, Our People are a formidable team. It is this teamwork and a passion for continuous learning that are at the heart of Southlake and the root of our success in delivering exceptional patient experiences. We embrace opportunities to train tomorrowâ€™s healthcare professionals in an interprofessional environment and encourage lifelong educational pursuits for Our People.
SHOCKINGLY EXCELLENT EXPERIENCES
O u r P e r fo r m a n c e a n d Acco u n ta b i l i t y
At Southlake we take our brand and culture very seriously and go to great lengths to protect and strengthen it through open and transparent communication with Our Patients, Our People, and Our Partners. Technology has always been critical to our success as a progressive hospital. We continuously anticipate the needs of tomorrow as we invest today in technologies that will enhance patient outcomes, drive cost savings, and foster innovation. We continuously work hard to meet and exceed the highest standards and expectations of our funders. We work closely with the Southlake Foundation to identify and offset costs for priority projects and equipment that are not funded by the provincial government. We push the envelope and find other new and innovative means to secure our financial stability in order to invest in much needed programs and services.
THESO ue rrBEST EXPERIENCE P r og r a mHEALTHCARE and v i c e O ppo r t u n i t i e s Always seeking to be and do more for Our Patients and community, we are proud of our regional programs. By providing exceptional, life-altering procedures and treatments close to home, Southlake has earned a reputation of innovation by performing and achieving a number of North American and world firsts.
SHOCKINGLY EXCELLENT EXPERIENCE
STRATEGIC DIRECTI ON 1
GRATITUDE Create the ultimate hospital experience
To create the ultimate hospital experience, we must meticulously examine everything we do within our walls and throughout each patient’s journey. Our goal is to ensure that at every step, we are maximizing our ability to achieve quality outcomes, create value in healthcare, and ultimately, provide Shockingly Excellent Experiences. I n i t i at i v e s F o c u s o n w h at w e d o b e s t
We will focus our attention on perfecting our acute care services— care that requires the technology and expertise that only exist in a hospital setting—by discovering the best clinical practices and delivering them in the most efficient and effective ways possible. We will continuously track and report a number of quality and patient safety indicators to external regulatory auditing bodies, and we will compare ourselves to other bestperforming hospitals in Canada and around the world to ensure we consistently provide the highest standards of patient care.
B u i l d a c u lt u r e o f interprofessional care
To best meet the healthcare needs of Our Patients, we will create an environment where healthcare professionals are inspired and empowered to work, practise, and learn together as interprofessional teams. We will provide the tools to build an environment of collaboration in order to enhance team dynamics and improve patient outcomes.
O p e r at e w i t h i n o u r m e a n s
As a not-for-profit business, we are responsible and accountable for managing our finances efficiently and effectively. To ensure our longterm success, we must understand our costs and better utilize our resources to get the most out of every healthcare dollar. We will streamline our processes, maximize efficiencies, and identify new ways to generate revenue. Through our efforts, we will honour our commitment to deliver safe, quality care to our growing and aging populations, create value in healthcare, and continue to invest in our future.
CREATING VALUE IN HEALTHCARE
STRATEG IC DIRECTI ON 2
Transform healthcare relationships
TECHNOLOGY PAT I E N C E
Our Patients expect us to play a role in helping them navigate the healthcare system. By focusing on the relationships that we have with community-based healthcare providers and being the best hospital partner, we will create a system of integrated healthcare that is effective and responsive to the needs of Our Patients and every member of their healthcare team. I n i t i at i v e s Revolutionize transitions
From the time they enter our doors, we will keep Our Patients informed about their treatment, estimated length of hospital stay, and anticipated next steps once the level of care provided in a hospital setting is no longer required. We will work with Our Patients, family members, and community-based healthcare providers to help ensure a seamless transition of support, whether the plan is to return home or to another facility if home is not an option.
Build bridges with h e a l t h c a r e pa r t n e r s
We have a responsibility to contribute to the overall wellness of the many communities we serve by responding to the needs of our community-based healthcare providers. We will streamline our processes to provide timely access to specialists and to our diagnostic and treatment services. We will work together to establish system-level shared goals and metrics and create a true system of integrated care for each and every patient. B u i l d i n f o r m at i o n infrastructure
We will use information technology to develop new and better ways to properly and respectfully share information in order to improve patient outcomes and provide Our Patients and Our Partners with easy access to, and a greater awareness of, the many programs and services we offer.
T r e at pat i e n t s l i k e f a m i l y
We will raise the bar in delivering Shockingly Excellent Experiences by treating every patient with the same level of respect and empathy we would a cherished member of our family. From the moment they enter our Southlake home, we will make Our Patients and their family members feel safe and help them find their way. We will take the time to introduce ourselves and listen with intent to their needs. When it is time for them to leave us, we will confirm that they have everything they need to take the next step in their healthcare journey.
AND SHARE ITY
HELPING TO MAKE LIVES BETTER
STRATEG IC DIRECTI ON 3
Seek and share better solutions
EMPOWER RELATIONSHIPS CURIOSITY ENT
R S Y ION
Innovative thinking is not new to us. The Southlake Way has always been to create opportunities from insurmountable challenges. We will seek and share better solutions by discovering and developing new innovative processes, software solutions, and devices that will result in better ways to deliver healthcare services. The long-term goal is to achieve economic gain by commercializing some of our great ideas and making them accessible to the global market. I n i t i at i v e s Drive a learning o r g a n i z at i o n
When other organizations look at Southlake, they will see an environment that fosters innovation, curiosity, and continuous learning. We will encourage every member of our team to generate and share ideas that have the potential to create impactful experiences for Our Patients, Our People, and Our Partners. By taking calculated risks, we will implement our best ideas, learn from our experiences, and share our outcomes with others.
B u i l d a c e n t r e o f i n n o vat i o n
With Our Partners, we will build a centre of innovation where creativity is embraced, great ideas are conceived, and outcomes are celebrated. Ideas that have the potential to be commercialized will be prototyped, tested, and verified. The bright future of the Innovation Centre will be realized when a Southlake-developed tool or device is successfully marketed to healthcare professionals and institutions around the world.
L e a d h e a lt h c a r e funding reform
By strategically building a team of financial experts and truly understanding our costs, we will identify opportunities to not only improve but lead the province in providing cost-effective care. Creating expertise and infrastructure around the provincial funding formula will allow us to maximize our resources and focus on getting patients the care they need, where they need it, and in the most efficient and innovative way possible.
shockingly excellent \SH채kiNG-lee - eks-el-ent\ (adj.) Of the highest quality and maintained consistently, so as to exceed expectations and evoke extremely pleasant experiences.
The Southl ake Way \the-sowTH-lak-wa\ (n.)
A culture that characterizes the qualities of compassion, innovation, excellence, and the ability to create opportunities out of seemingly impossible challenges.
THE BEST HEALTHCARE EXPERIENCE
A LEADER PATIENTS
Southlake Regional Health Centre 596 Davis Drive, Newmarket, Ontario L3Y 2P9 Main Phone: 905-895-4521 Help create shockingly excellent experiences â€“ visit southlakefoundation.ca Cover photograph courtesy of the Town of Newmarket.
Southlake Regional Health Centre @Southlake_News
Southlake Regional Health Centre's Strategic Plan for 2013-18