Mission, Vision, Values: Reid Health sets expectations for ‘kind of organization we strive to be’

April 28, 2021 -- Nearly 30 years ago, the leaders of Reid Memorial Hospital changed the name of their organization and created a new mission statement, both with the intent to better reflect shifts in healthcare at the time.

During the following three decades, the name would change again but the mission statement remained.

Until now.

Reid Health has set new guides for its future, adopting statements that spell out the mission, vision, and values for the institution that will help govern decision-making over the coming years.

"Our mission and vision statements along with our organizational values are meant to inspire our team members and the communities we serve while also helping guide us in the short and long terms," said Craig Kinyon, Reid Health President/CEO. "These will influence our priorities, activities, and responsibilities for the years ahead.

"We want to clearly state for our team members, our patients, their families, and our communities where our priorities lie, the kind of organization we strive to be, and give a clear roadmap on what is required to improve the health of individuals in our service area."

Since 1992, Reid's mission statement has read:

"Wholeness -- in body, mind, and spirit -- is basic to fulfillment of human potential. Reid Hospital & Health Care Services and its people work with others to enhance wholeness for all those we serve. Our convictions include commitment to compassion, service, excellence, value. These convictions are expressed daily through C.A.R.E. principles, the active demonstration of courtesy, attitude, respect, enthusiasm. These principles are directed toward those people we are privileged to serve and among all of us who serve."

As was the case when that guiding statement was adopted, Reid Health officials now wanted to create something that better reflected the current state of healthcare.

"We want to clearly state for our team members, our patients, their families, and our communities where our priorities lie, the kind of organization we strive to be, and give a clear roadmap on what is required to improve the health of individuals in our service area." -- Craig Kinyon, Reid Health President/CEO

"Reid Health has grown and changed exponentially since the last revision of our mission statement in 1992," said Tom Hilkert, Chairman of the Governing Board. "Because we have evolved from a single hospital into a multi-county, full-service regional healthcare system, our focus has expanded to include an even greater emphasis on the wellness and well-being of each individual we serve."

"While it has stood the test of time, most organizations update their mission statements at least every five years," said Jennifer Ehlers, Reid Health Vice President/Chief Quality Officer. "Healthcare has changed dramatically from focusing only on healing the sick to today's world of preventing illness in the first place."

"We wanted to revisit these core tenants to ensure they properly reflect the organization we are today as well as the one we will continue to aspire to be in the future," Kinyon said.

The new statements are much shorter and focused, reflecting a trend in the healthcare industry.

Our Mission:

To lead our communities to well-being, one person at a time

Our Vision:

Healthier people, thriving communities, trusted partner

Our Values:

Excellence, empathy, integrity, accountability

"These set the standards our team members are accountable to fulfill. They represent the culture we must maintain and give team members a clear understanding of what is important to us as an organization to serve the needs of our patients and our community," Kinyon said.

"For our patients and their families, these represent the level of care they should expect to receive from Reid Health."

The process to create the new statements began more than a year ago in January 2020. Reid's executive team and governing board came together to consider the elements of strong mission and vision statements.

They reviewed the current mission statement and explored industry best practices, eventually developing three drafts that then were whittled down to one mission and vision statement. Those were shared with the entire board, leadership, workforce, medical staff, and key community partners, including Reid's volunteer group, patient advisory groups and external organizations.

"While it has stood the test of time, most organizations update their mission statements at least every five years. Healthcare has changed dramatically from focusing only on healing the sick to today's world of preventing illness in the first place." -- Jennifer Ehlers, Reid Health Vice President/Chief Quality Officer

From there, the focus shifted to identifying Reid's core values. A diverse group of employees was assembled to serve as a focus group to develop a new list.

"Their work later was shared with the executive team, board, and other stakeholders with minor adjustments made to the excellent work completed by the focus group," Ehlers said.

Governing board member Denise Retz was a member of the team that took on the task of establishing the new core values. Part of that effort involved talking through the C.A.R.E. principles from the previous mission statement.

"What has defined Reid Health through the years has been those C.A.R.E. principles. That's ingrained into the Reid Health team and the culture," Retz said. "It was neat to see how different departments look at the values depending on what area of healthcare they work in.

"It all came back to why they're really there, and that was the service they want to provide. It also came down to, 'How do we define what Reid wants in our values going forward?'."

Then-governing board member Aleasia Stewart also was part of the group working on the core values.

"During the process, we heard firsthand from Reid team members what they believe about the organization. There is compassion and a genuine sense of caring for patients and their families by the Reid team," she said.

"During the work sessions, great care was taken to hear participants and focus on common ground. I believe the final product reflects inclusivity and the collective thinking of the group."

"It all came back to why they're really there, and that was the service they want to provide. It also came down to, 'How do we define what Reid wants in our values going forward?'." -- Denise Retz, Reid governing board member

Retz hopes the communities that Reid serves will take notice of the new mission and vision statements and core values. To her, they reflect the kind of organization that Reid wants to be and set standards that meet and exceed patient, family, and visitor expectations.

"I'd like to know what Reid's values are before I walk in the door for care," she said. "To me, aside from being a board member, I would like to know what their mission, vision, and values are before I even think about giving them my business, and as a board member, I want to know those things before I consider sitting on their board. As an employee, you want to know they have the same morals and values as you do before you think of joining the team.

"This is why this process is so valuable. The mission, vision, and values truly come from each person that walks through the door and should reflect in how we make them feel."

Watch a new video about the culture at Reid Health, Within Our Walls.