What are three of the most important things that Mackenzie Health brings to every encounter with our patients and community, and each decision we make? It’s our values: excellence, leadership and empathy.
Mackenzie Health has a vision to create a world-class health experience. To get there we need the best practitioners, programs and processes. For the people we serve, what matters isn’t just what we do but how we do it. Delivering exceptional care rests on how we live our values. You can see those values in action every day.
It’s excellence in employing best practices, ensuring we have the latest equipment and know-how, and developing innovative approaches to care. It’s leadership in building and drawing on the best talent, anticipating the community’s changing needs, and creating ways to meet them. And it’s empathy in designing services from the patient’s perspective, showing compassion, and treating people with dignity and respect. Our values come alive throughout this annual report. You’ll learn about new models of care, advances in technology, the importance of community voices, and patient successes. We’re listening to our patients and families, ensuring they are at the centre of everything we do. That’s what it means to have exceptional care close to home.
Many recent achievements are rooted in what we call our roadmap to success, the 2013-2016 strategic direction. In the last year, we revisited and refreshed that plan. To do so, we engaged extensively with staff, physicians, volunteers, leaders, Board members and, most importantly, our patients and their families. Our vision still resonates with them. We thank them all for their input, and for their ongoing contributions and collaboration.
As we extend our plan through to 2020, we remain committed to progress on our four major goals: 1) exceptional patient and family experience; 2) excellent quality and efficiency; 3) community-driven growth; and 4) great people, systems and partners. These goals will continue to guide our decisions and actions.
One priority is improving access. That will happen in several ways. In part, it means becoming a “smart hospital”, with technology that makes us even more efficient. Ensuring personalized, coordinated and timely care also improves accessibility. So does increasing our capacity, including the planned state-of-the-art 1.2 million square-foot Mackenzie Vaughan Hospital.
The communities we serve keep expanding, with a population growth of greater than 40% expected by 2031. Healthcare needs are evolving too. Mackenzie Health is actively working to meet that demand, now and into the future as demonstrated by our continued investments and improvements.
Any annual report proudly highlights numbers. We’re proud of many, from increased patient satisfaction scores to the volunteers and donations that help to keep us running. Whether in operations or balancing our budget for the sixth consecutive year, we have much to celebrate.
In a way, all of those numbers boil down to a simple equation. Three values – excellence, leadership and empathy– that lead to one vision to create a world-class health experience here in our community.
Chair, Board of Directors
President and CEO