Making Our New House a Home. Lowell Community Health Center Strategic Plan

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1 Making Our New House a Home Lowell Community Health Center Strategic Plan

2 BACKGROUND An introduction to Lowell Community Health Center Since 1970, Lowell Community Health Center has been providing high quality, affordable health services. The health center provides services to the people of Greater Lowell, MA, targeting individuals and families who are medically underserved, uninsured, and low income. The health center s mission is to provide caring, quality and culturally competent health services to the people of Greater Lowell, regardless of their financial status; to reduce health disparities and enhance the health of the Greater Lowell community; and to empower each individual to maximize their overall wellbeing. Lowell Community Health Center has an annual operating budget of $29.5 million. As only 64% of revenues derive from fees and insurance reimbursement, an additional $6.5 million is raised each year through state and federal grants funding. The health center accepts most private health insurance as well as MassHealth, Commonwealth Care and Commonwealth Choice plans. No patient is denied health care services because of an inability to pay. Since 2000, the health center has achieved Joint Commission accreditation for complying with rigorous national performance standards that promote quality health care delivery. The federal Office of Minority Health highlights Lowell Community Health Center as one of the top five Community Health Centers in the US based upon its culturally competent care. More than 62% of the health center s 340 employees are bi-lingual. The staff speaks more than 28 different languages and 80 staff are trained as medical interpreters. In December, 2012, marking the completion of a highly successful $5 million capital campaign and a $42 million construction project, Lowell Community Health Center opened the doors of its new facility in a converted mill building. This building brings together all of Lowell Community Health Center's operations at a single location and doubles the number of exam rooms. In 2012, the health center served 46,991 people through 156,248 visits. Ninety-one perecent of those served are below 200% of the federal poverty level. Over 50% of patients are served in a language other than English, and more than 70% were people of color. Lowell Community Health Center Strategic Plan page 2 of 8

3 The Strategic Planning Process Lowell Community Health Center has had tremendous success, providing high quality health care to tens of thousands of people who might otherwise not have access to health care. Indeed, this strategic plan is a product of that very success. And the purpose of this strategic plan is to propel Lowell Community Health Center to even greater success expanding access to high quality health care for more people. In 2013 with the opening of its new facilities, Lowell Community Health Center leaders decided it was time to re-evaluate the mission and programs and chart a course for the future. The process began with the formation of a strategic planning committee and selection of Greater Good Consulting to facilitate the process. Committee members were chosen to represent various stakeholder and community perspectives and interests. The committee was comprised of: Health Center Directors Steve Laput Patty Sullivan-Talty Sophy Theam Health Center Staff Dorcas Grigg-Saito Edward Kayondo Andrea Laskey Sheila Och Janelle Perez Sonith Peou The planning process took place between May and November, The strategic planning committee in collaboration with the Board of Directors, Lowell Community Health Center staff, partners and selected community stakeholders undertook a variety of activities to help assess the current state of the Lowell Community Health Center as well as its future direction. Activities included: Interviews with 33 individuals representing diverse internal and external stakeholder groups Facilitated meetings with board members, program managers, health care providers, and senior managers Review of data from sources including: patient satisfaction data, Massachusetts Health Quality Partners, US Census Bureau, National Association of Community Health Centers, HRSA Clinical Performance Measures Report Survey of Lowell Community Health Center staff with a response rate of 46% (n=153) Total number of people involved in the strategic planning process exceeded 200 Implementation & Monitoring The planning process resulted in this strategic plan which has been approved by the Lowell Community Health Center Board of Directors. To implement this plan, the senior management team, with input from staff at all levels, is developing a three year action plan. The CEO will report regularly to the full board on the status of implementation, including progress toward each of the strategic goals. Lowell Community Health Center Strategic Plan page 3 of 8

4 STRATEGIC ANALYSIS Lowell Community Health Center Today Using the information collected through interviews, surveys, analysis of program data and research, the committee developed a strategic analysis which provided a clear picture of Lowell Community Health Center and the people and communities it serves. The highlights of that analysis are shared below. The Context The last decade has brought enormous changes for the health center itself as well as in the health care field and the Greater Lowell community. Changes within the health center include: Increasing annual budgets-from $9 million in 2001 to $25 million in 2012 Rapid growth in patients served from 9,000 in 2001 to 46,991 in 2012 In 2008, the health center was chosen by the Boston Public Health Commission to function as the new administrator of the area s Community Health Education Center which provides training on a variety of topics to community health workers in the Merrimack Valley area as well as offering a certificate training program for medical interpreters. Completion in 2012 of a $42 million construction project resulting in a new facility in a converted mill building. This building brings together all of Lowell Community Health Center's operations at a single location and doubles the number of exam rooms Expansion of the Metta Health Center site Introduction of an on-site pharmacy as well as lab services which are offered through a partnership with Lowell General Hospital. In purchasing the mill building to house its operations in a single location, the health center also purchased an additional 95,000 square feet of space which remain undeveloped. Lowell Community Health Center is exploring options for developing that space. Changes in the field It has been a time of unprecedented change in the health care field. Changes in the sector include: The Massachusetts health care insurance reform law, was signed into law in 2006 and amended significantly in 2008 and twice in Major revisions related to health care industry price controls were passed by the Massachusetts legislature in August In 2010, The Patient Protection and Affordable Care Act (PPACA), commonly called the Affordable Care Act (ACA), was signed into law, significantly shifting the industry again. Lowell Community Health Center Strategic Plan page 4 of 8

5 There have also been significant changes in the health sector in Greater Lowell. In spring 2012, Lowell General Hospital and Saints Medical Center merged to form one health care system which is locally managed. At the time of the merger, Circle Health, Inc. was formed to be the parent company of Lowell General as well as an umbrella organization to align specialty physician practices along with other local and regional health providers in a system-based approach to deliver an experience of "complete connected care" to the communities it serves. It represents a collaboration among community physicians, Lowell General, Lowell Community Health Center, Visiting Nurse Association of Greater Lowell and Greater Lowell Health Alliance. At the time of the planning process, much of the ACA had not been enacted. It is yet to be seen how the health care reform and the development of Circle Health will affect the Lowell Community Health Center and the patients it serves. What is certain is that health care and health care reimbursement will look very different in the future than they do currently. Community changes Demographic changes continue to demand new skills and knowledge from health care providers. In particular, changes in the ethnic, cultural make-up of the community have been met by program innovations at the Health Center including: To serve the city s growing and diverse community of African refugees, Lowell Community Health Center has partnered with Lowell s International Institute on a project focused on the issues and related health consequences affecting survivors of torture. This program later evolved into the Passage to Healing Torture Survivor Program, thanks to funding received in 2009 from the Office of Refugee Resettlement (ORR). United Nations funding helps to continue the program started under ORR funding. Lowell Community Health Center has created: o an African Advisory Board comprised of twenty-five representatives from ten different African countries o an Emerging Groups Council comprised of representatives from Iraq, o Burma and Bhutan, and a Cambodian Intergenerational Council comprised of Cambodian youth, adults and elders. These community representatives learn about Lowell Community Health Center s resources and advise health center staff about emerging issues and effective outreach efforts to meet the special needs of their populations. A representative from the African Advisory Board, as well as representatives of the Cambodian, Lao, Iraqi and Burmese communities, now sit on the health center s Board of Directors. Lowell Community Health Center Strategic Plan page 5 of 8

6 State of the Organization The committee looked at the strengths and areas for growth and improvement for Lowell Community Health Center keeping in mind the unique challenges and opportunities at this stage of organizational development. Strengths Lowell Community Health Center's multitude of strengths are reflected in the health center's extraordinary success and its stellar reputation. The unwavering commitment to its mission and vision creates a clear common goal across the diverse, dedicated, hardworking and compassionate professional staff. Known for its cultural competence, Lowell Community Health Center is recognized by the federal Office of Minority Health as one of the top five Community Health Centers in the US. Lowell Community Health Center enjoys a solid track record of accomplishments from outstanding growth in the number of patients served and the range of services provided to a successful capital campaign and a beautiful new building with increased capacity conveniently located in the heart of downtown Lowell. Challenges The challenges facing Lowell Community Health Center are a product of the health center's very success. These are the challenges associated with moving all its operations to a single location, with significant growth in both the number of patients served and the ever increasing range of services offered. These are the challenges associated with a single minded commitment to the vision and with becoming the provider of choice for the underserved in an ethnically diverse community. These challenges include: The leadership and training required to manage a large complex organization. Greater emphasis on gathering and reporting clinical measures and outcomes. Greater integration and consistency of health care delivery. Continued improvement in cultural competence. Improved use and integration of communication, information and technology. More access to health care for more patients and more health care services available for patients. The centralization of all services at a single location has strained some systems and required the development of whole new departments such as the call center and centralized registration. An Opportunity In both capitalizing on its strengths and moving to address its challenges, Lowell Community Health Center has an opportunity. With its new building and expanded facilities, the health center has built the house. The health center now has the opportunity to use the house as the foundation for creating a home. A home where everyone belongs, everyone is understood, everyone has a place. Lowell Community Health Center Strategic Plan page 6 of 8

7 ENVISIONING THE FUTURE AND SETTING DIRECTION Mission Statement Lowell Community Health Center's mission is to provide caring, quality and culturally competent health services to the people of Greater Lowell, regardless of their financial status; to reduce health disparities and enhance the health of the Greater Lowell community; and to empower each individual to maximize their overall well-being. Vision for the Future A healthy Greater Lowell community where: Everyone has sufficient access to high quality, holistic health care Education and prevention are health care priorities Everyone is knowledgeable about and responsible for his/her own health As a way to ensure its long-term sustainability, Lowell Community Health Center is dedicated to maintaining what makes the health center such an important part of the fabric of the Greater Lowell community while consolidating the gains and adjusting to the rapid changes of the last few years. Goals and Objectives These goals were selected as being the highest priority at this time for Lowell Community Health Center to achieve its mission. The first goal increases access to high quality health care. The second goal reduces health disparities and empowers individuals to maximize their overall well-being. The third goal, investing in our people, is fundamental to sustained success. Developing and supporting Lowell Community Health Center's people is what will propel the health center to delivering high quality consistently over time. Focusing on the organization itself is critical to the long term success of Lowell Community Health Center. Lowell Community Health Center Strategic Plan page 7 of 8

8 Goal I: Expand Lowell Community Health Center as the health care home for the underserved by increasing access to high quality health care and integrating the delivery of health care Objective 1.1 Objective 1.2 Objective 1.3 Objective 1.4 Objective 1.5 Achieve and maintain Patient Centered Medical Home status Expand walk-in access for new and established Lowell Community Health Center patients Integrate behavioral health services with primary care Integrate community health workers with primary care Develop a business plan for specialty services and dental Goal II: Reduce health disparities and enhance the overall health of Greater Lowell Objective 2.1 Objective 2.2 Objective 2.3 Develop and implement a targeted strategy to reach the medically underserved in Greater Lowell Expand health promotion programs in community Strengthen and expand community partnerships Goal III: Invest in our people to become the workplace of choice and to ensure the ongoing and consistent delivery of high quality health care Objective 3.1 Objective 3.2 Objective 3.3 Cultivate leaders and leadership at all levels of the organization Design and implement a career ladders program Develop a comprehensive succession plan Foster a culture within the organization of continuous learning and improvement Enhance and expand management training Ensure timely and appropriate reporting of information Develop and implement a clear, consistent process of collaboration, communication, decision making and accountability With these goals, Lowell Community Health Center is moving boldly to achieve its mission and vision. Lowell Community Health Center Strategic Plan page 8 of 8

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