Goals:

Quality:

Quality:

Service Excellence:

Service Excellence:
Mission:
Work Environment:

Work Environment:

Orthopaedics:
Mission:

Highland Hospital 2018 - 2022 Vision:

Mission:
Orthopaedics:

Surgery:
Hospital Awards Strategic Plan Summary
Vision:
Vision:
Surgery:
Our Promise:
Womens Services:
Our Promise:
Our Promise:
Womens Services:
Mission:
StrategicGoals:
Mission Goals: Goals
Internal Medicine:
Goals:
Commitment toMission:
excellence in health care, with patients Internal Medicine:
JOINT MAGNET® GOLD LEVEL CENTER OF AMERICAN HEART/ and their families at the heart of all that we do.
COMMISSION BEACON AWARD EXCELLENCE STROKE ASSOCIATION Vision: ClinicalPrimary
quality
Quality: Care:
and patient safety
CERTIFICATION Department FOR EXCELLENCE Quality:
Quality:
of Nursing Radiation Oncology Get with the Guidelines Primary Care:
Evarts Joint Center, Intensive Care Unit (all locations) Gold Plus: Stroke and
Vision:
Geriatric Fracture Heart Failure Vision UniqueHighland
brand
Service Family Med:
of service excellence
Excellence:
Center, Gynecologic Service Excellence:
Oncology, Palliative Care Our Promise:
We deliver Medicine of the Highest Order in a Highland Family Med:
Mission: Service Excellence:
community hospital where compassion, quality and
patient- and family-centered
Our Promise:care are our guiding  ultureOncology
C thatEnvironment:
Work fosters a positive
Work Environment:
principles. Our affiliation with a world-class medical work environment
Oncology
center will allowGoals:
us to provide the best of both worlds –
Vision: Work&Environment:
Neurology Neurosurgery
Orthopaedics:
state-of-the art medicine and personalized care. Orthopaedics:
ASGE QUALITY CENTER OF NEW YORK AMERICAN CLINICAL Goals: Outstanding clinical
Neurology programs
& Neurosurgery
RECOGNITION EXCELLENCE STATE COLLEGE OF LABORATORY
SURGEONS & PATHOLOGY Facilities
Surgery: & IT
Highland Procedures Breast Imaging Designated ACCREDITATION Quality: Mission:
AMERICAN Our Promise: Orthopaedics:
Center Stroke Center SOCIETY OF Clinical and
Our Promise Surgery:
F acilityFacilities
improvements,
& IT new equipment and
METABOLIC information technology enhancements
AND BARIATRIC
Pathology Our devotion toQuality:
living the ICARE values. Everyday. Invest in Improvements
Laboratory Womens Services:
Vision:
SURGERY Integrity, Compassion, Accountability, Respect, and Womens Services:
Comprehensive Excellence guideService
Goals:
Excellence:
the decisions we make, are manifested Invest in Improvements
Surgery:
Bariatric Center in the concern we share for others, and inspire us to Financial performance remains strong
Financials
Internal
Our Medicine:
Promise:
constantly striveService Excellence:
to excel. Internal Medicine:
Financials
Work Environment:
AMERICAN AMERICAN Quality: Womens Services:
Primary Care:
Goals:
NCQA PCMH SOCIETY OF ASSOCIATION Primary Care:
HEALTH SYSTEM OF BLOOD Work Environment:
Highland PHARMACISTS BANKING
Family Residency NICHE DESIGNATED CORE CERTIFIED Orthopaedics: Highland Family Med:
Quality:
Medicine Training Program Department HOSPITAL, EXEMPLAR Service Excellence: Internal
Highland Medicine:
Family Med:
of Laboratory LEVEL Geriatric
Accreditation Fracture Care
Medicine
Program Orthopaedics:
Oncology
Service Excellence:
Oncology
Surgery:
Work Environment: Primary Care:
Neurology
Work & Neurosurgery
Environment:
Surgery: Neurology & Neurosurgery

Highland Hospital Womens Services:

Orthopaedics: Highland Family Med:
Facilities & IT
Orthopaedics:
Facilities & IT
1000 South Avenue • Rochester, NY 14620 Womens Services:
585.473.2200 • highland.urmc.edu
Internal Medicine: Invest in Improvements
Surgery:
Surgery: Oncology
Invest in Improvements

Internal Medicine:
FinancialsServices:
Womens
Financials
Primary Care:
Womens Services: Neurology & Neurosurgery

Primary Care: Internal Medicine:

Highland Family Med:

Internal Medicine: Facilities & IT
Primary Care:
Highland Family Med:
MKTG_StratPlanSum1217 Oncology Highland Family Med:
Primary Care: Invest in Improvements
 Service Excellence:

Mission: Quality:
Orthopaedics: Primary Care:
Vision:
Goals: Goals: Womens Services:
Strategic Goals Work Environment:

Service Highland Family Med:

Vision: Our Promise:
Quality: Quality:Excellence:
Surgery:
Internal Medicine:
Orthopaedics:
Mission:
Work Oncology
Our Promise:
Mission: Goals:
Service Excellence: ServiceEnvironment:
Womens Services:
Excellence: Primary Care:
Surgery:
Vision: outstanding clinical programs unique to Highland that respond to the needs of the
Continue to develop
Goals:
Vision: Orthopaedics:
Internal Medicine: Neurology & Neurosurgery
Quality: community and complement UR Medicine’s Strategic
Work Environment: WorkPlan.
Environment: Highland Family Med:
Womens Services:
Our Promise:
Mission:
Mission: Facilities & IT
Surgery:
QualityQuality:
Our Promise: Orthopaedics
Service Excellence:
Orthopaedics: PrimaryPrimary
Care Care:
Orthopaedics: Facilities & Information Technology
Oncology
Become the leading community hospital recognized for best Position Highland as the leading community provider for Manage the number Internal Medicine:
of covered lives in the Highland Invest in facility improvements, new equipment, and
outcomes in clinical quality and patient safety. upper and lowerVision:
extremity total joint replacement
Goals: practices and support the system’s aggressive growth goals. information technology enhancements to provide a state-
Vision: and orthopaedic surgical care that cannot be done in an of-the-art environment
Investfor
inclinical staff to practice, and for our
Improvements
Service
Goals:
u Reduce preventable Excellence:
harm by 20% Work Environment: Womens
u Leverage the primary care Services:
Highland
Surgery: Family Med:
network to become the preferred
Surgery:
ambulatory setting. patients to receiveNeurology
high quality&care.
Neurosurgery
u Achieve top 10th percentile in disease management system in the region
Primary Care:
processes and outcomes u P osition the Evarts Joint Center as the regional center of u Provide broad regional exposure to the Network u  enovate facilities to meet growing patient volume: convert
R
Quality:
Our
excellence for lower Promise:
and upper extremity arthroplasty all semi-private rooms to private rooms; upgrade operating
u Achieve nationalOur Promise:re-admission rates
benchmark
Internal Financials
Work Environment:
Quality: u Expand the ambulatory program
Orthopaedics:
Womens Services: for patients presenting with WomensMedicine:
Oncology Services: rooms, Family Maternity Center, the Emergency Department,
u Achieve benchmark targets for key clinical quality measures
medically complex issues Highland FamilyFacilities
Medicine,&and IT Radiology suites
Highland
Highland Family Family Med:
Medicine u Consolidate clinical and financial systems into eRecord,
Service
Goals: Excellence: develop an enterprise strategy for administrative applications,
Goals: Provide better access to health care for our most vulnerable
Orthopaedics:
Service Excellence: Primary
Neurology Care:
& Neurosurgery enhance the provider experience with EMR, and leverage the
Service Excellence SurgerySurgery:
Internal Medicine: population and align with UR
Internal Medicine’s
Medicine: strategic goal of Invest
newest technologies forinsecure
Improvements
provider communications
increasing coveredOncology
lives.
Provide a unique brand of service excellence that promotes Expand market share in surgery leveraging the hospital’s
high satisfaction for patients and physicians. Work Environment:Bariatrics, Breast,
reputation in fourQuality:
main subspecialties:
u Expand volume and access by 15%
Quality: Improve population health&Family
and
Surgery:
Work
u Deliver exceptional, Environment:
innovative, and compassionate care Vascular, and Colorectal
Womens Surgery.
Services:
u Highland
Facilities
Primary Care:IT overall
Med:patient outcomes
Primary Care: Financials
Financials
u Provide patient care as part of a collaborative team
u Achieve top 10th percentile rank in patient satisfaction u Develop a comprehensive, physician-led medical weight loss Neurology & Neurosurgery
program Ensure Highland’s financial performance remains strong,
u Develop systems and protocols to support ease of practice Orthopaedics:
Service Excellence: supporting quality care and investments that meet our planned
for providers Service
Womens
Excellence:
Services:
Orthopaedics:
u Grow UR Medicine Breast Surgery volume
Oncology
Invest in Improvements
Internal Medicine: Oncology
Highland Family Med: growth and maintain current bond ratings.
u Expand scope ofHighland Family Med:
vascular surgery
u Develop comprehensive colorectal services
Facilities
Leverage the Wilmot brand & to IT
build volume for radiation u Invest between $36 and $46 million per year, totaling
Surgery:
Work Environment: oncology, medical oncology and inpatient services. $203.9 million over the plan period. Includes investment in
u Achieve 2% annual surgical growth in subspecialties
Work Environment
Work Environment:
Internal
Surgery: Medicine: Neurology
Financials
u Become recognized & Neurosurgery
facilities, infrastructure, equipment, Information Technology,
Primary
Oncology Care: as the community
Oncology provider for oncology etc., which are needed to support the Strategic Plan.
Create a culture that fosters a positive work environment services
resulting in high levels of employee engagement. Invest in Improvements u Achieve financial projections based on planned clinical
Women’s Services
Womens Services:
Orthopaedics: program growth, along with assumed third-party
u  e recognized byOrthopaedics:
B Fortune’s “100 Best Companies to Work For” reimbursement adjustments
Primary
WomensCare:Services: Position Highand as the leading Facilities & IT
u Achieve 75th percentile employee engagement score Highland
Neurology & community
Family Med: provider, in
Neurosurgery Neurology & Neurosurgery
Neurology & Neurosurgery
collaboration with private providers, for comprehensive
u Invest in the health and well-being of our employees women’s health services (obstetrics, gynecology, Financials
Leverage Highland’s reputation and achievements in stroke
u Cultivate a high-trust environment where employees feel Internal
Surgery:
gynecologic oncology Medicine:
surgery, and breast surgery/imaging). care to attract more patients and referrals. Establish Highland’s
Surgery:
supported and valued
Highland Family Med:
Internal Medicine: Invest
position as a leader in Improvements
in spine
Facilities & surgery
IT and geriatric
uP romote HighlandOncology
as specialists
Facilities & IT in women’s health
neurosurgery.
u  row obstetrics market share
G
uG Primary in
 row market leadership Care:
gynecologic oncology surgery
u Provide high quality stroke care with seamless access to
Womens Services:
Womens Services: tertiary care
Oncology
Primary Care: uE nrich the patient journey
Neurology & Neurosurgery Financials
Investposition
in Improvements
Invest in Improvements u Reinforce Highland’s as a reputable site for
spine surgery
Highland Family Med: Develop a 23-hour spine surgery program
InternalInternal Medicine: u
Internal Medicine: Medicine Become a regional referral center for geriatric neurosurgery
Neurology & Neurosurgery
Highland Family Med: Facilities
u
Financials
value&ofITcare for our patients with a
Financials
Provide the highest
unique focus on the geriatric population.
Oncology
Primary
u Improve outcomes and theCare:
total patient experience
Primary Care:
Facilities
Oncology& IT u  roaden specialty
B medicine
Invest service lines, increase cardiology
in Improvements
access and market share, and grow Geriatric, Palliative Care,
and GAMA services
NeurologyFamily
Highland & Neurosurgery
Med:
Highland Family Med: u Increase on-site medical coverage in senior living facilities
Invest in Improvements
Neurology & Neurosurgery Financials
u Optimize Continuum of Care

Facilities
Oncology& IT
Oncology
Financials
Facilities & IT

Invest in Improvements
Neurology & Neurosurgery
 Goals:

Quality:

Quality:

Service Excellence:

Service Excellence:
Mission:
Work Environment:

Work Environment:

Orthopaedics:
Mission:

Highland Hospital 2018 - 2022 Vision:

Mission:
Orthopaedics:

Surgery:
Hospital Awards Strategic Plan Summary
Vision:
Vision:
Surgery:
Our Promise:
Womens Services:
Our Promise:
Our Promise:
Womens Services:
Mission:
StrategicGoals:
Mission Goals: Goals
Internal Medicine:
Goals:
Commitment toMission:
excellence in health care, with patients Internal Medicine:
JOINT MAGNET® GOLD LEVEL CENTER OF AMERICAN HEART/ and their families at the heart of all that we do.
COMMISSION BEACON AWARD EXCELLENCE STROKE ASSOCIATION Vision: ClinicalPrimary
quality
Quality: Care:
and patient safety
CERTIFICATION Department FOR EXCELLENCE Quality:
Quality:
of Nursing Radiation Oncology Get with the Guidelines Primary Care:
Evarts Joint Center, Intensive Care Unit (all locations) Gold Plus: Stroke and
Vision:
Geriatric Fracture Heart Failure Vision UniqueHighland
brand
Service Family Med:
of service excellence
Excellence:
Center, Gynecologic Service Excellence:
Oncology, Palliative Care Our Promise:
We deliver Medicine of the Highest Order in a Highland Family Med:
Mission: Service Excellence:
community hospital where compassion, quality and
patient- and family-centered
Our Promise:care are our guiding  ultureOncology
C thatEnvironment:
Work fosters a positive
Work Environment:
principles. Our affiliation with a world-class medical work environment
Oncology
center will allowGoals:
us to provide the best of both worlds –
Vision: Work&Environment:
Neurology Neurosurgery
Orthopaedics:
state-of-the art medicine and personalized care. Orthopaedics:
ASGE QUALITY CENTER OF NEW YORK AMERICAN CLINICAL Goals: Outstanding clinical
Neurology programs
& Neurosurgery
RECOGNITION EXCELLENCE STATE COLLEGE OF LABORATORY
SURGEONS & PATHOLOGY Facilities
Surgery: & IT
Highland Procedures Breast Imaging Designated ACCREDITATION Quality: Mission:
AMERICAN Our Promise: Orthopaedics:
Center Stroke Center SOCIETY OF Clinical and
Our Promise Surgery:
F acilityFacilities
improvements,
& IT new equipment and
METABOLIC information technology enhancements
AND BARIATRIC
Pathology Our devotion toQuality:
living the ICARE values. Everyday. Invest in Improvements
Laboratory Womens Services:
Vision:
SURGERY Integrity, Compassion, Accountability, Respect, and Womens Services:
Comprehensive Excellence guideService
Goals:
Excellence:
the decisions we make, are manifested Invest in Improvements
Surgery:
Bariatric Center in the concern we share for others, and inspire us to Financial performance remains strong
Financials
Internal
Our Medicine:
Promise:
constantly striveService Excellence:
to excel. Internal Medicine:
Financials
Work Environment:
AMERICAN AMERICAN Quality: Womens Services:
Primary Care:
Goals:
NCQA PCMH SOCIETY OF ASSOCIATION Primary Care:
HEALTH SYSTEM OF BLOOD Work Environment:
Highland PHARMACISTS BANKING
Family Residency NICHE DESIGNATED CORE CERTIFIED Orthopaedics: Highland Family Med:
Quality:
Medicine Training Program Department HOSPITAL, EXEMPLAR Service Excellence: Internal
Highland Medicine:
Family Med:
of Laboratory LEVEL Geriatric
Accreditation Fracture Care
Medicine
Program Orthopaedics:
Oncology
Service Excellence:
Oncology
Surgery:
Work Environment: Primary Care:
Neurology
Work & Neurosurgery
Environment:
Surgery: Neurology & Neurosurgery

Highland Hospital Womens Services:

Orthopaedics: Highland Family Med:
Facilities & IT
Orthopaedics:
Facilities & IT
1000 South Avenue • Rochester, NY 14620 Womens Services:
585.473.2200 • highland.urmc.edu
Internal Medicine: Invest in Improvements
Surgery:
Surgery: Oncology
Invest in Improvements

Internal Medicine:
FinancialsServices:
Womens
Financials
Primary Care:
Womens Services: Neurology & Neurosurgery

Primary Care: Internal Medicine:

Highland Family Med:

Internal Medicine: Facilities & IT
Primary Care:
Highland Family Med:
MKTG_StratPlanSum1217 Oncology Highland Family Med:
Primary Care: Invest in Improvements