Our Philosophy of Care

Patient and Family Centered Care is the core of the Highland Hospital care philosophy. We are centered on the needs of our patients and their families through a welcomed partnership between patient, family and the health care team. We develop programs, policies and processes that improve the patient experience and give patients and their families the opportunity to make informed choices about their care and the delivery process.

We pledge to patients and their families a daily commitment to the values and standards of Patient and Family Centered Care:

  • We know, accept and respect that every patient is different and comes with his/ her own set of expectations.
  • We understand and honor patients’ personal preferences, cultural beliefs, values, choices, decisions, lifestyles and family situations.
  • We involve patients and family members in the decision making process as a joint partner of the care team.
  • We empower patients and family members to monitor and provide input to their clinical care and decisions, allowing them to decide their span of control.
  • We ensure the patient transitions between staff, providers, departments and campuses are efficient, timely and coordinated.
  • We provide a welcoming, supportive environment for healing and wellness.

Visit Our Services for a comprehensive list of care provided at Highland Hospital.

Quality and Safety at Highland Hospital

No Matter How You Define Quality – It's Build it on a Foundation of Patient Safety

Patients and families know quality care when they experience it. A nurse’s quick, timely, and caring response, a doctor’s bedside manner, the hospital’s cleanliness and comfort, a safe and clean environment – all these things affect how people feel about the quality of their health care.

At Highland Hospital, we believe that the highest quality and the best clinical outcomes cannot be achieved without establishing the safest possible environment for our patients. Patient safety is the foundation for how we provide care. We believe that quality health care is:

  • Safe: Avoiding and ultimately eliminating errors and/or injuries to patients from the care that is intended to help them.
  • Effective: Providing care and services based on scientific knowledge and best practices.
  • Patient and Family Centered: Providing care that is respectful of and responsive to individual patient and family preferences, needs and values, ensuring that patients' values guide all clinical decisions.
  • Timely: Reducing waits and sometimes harmful delays for both those who receive and provide care.
  • Efficient: Maximizing value and avoiding waste, including waste of equipment, supplies, ideas and energy.
  • Equitable: Providing care that does not vary in quality because of personal characteristics such as gender, orientation, ethnicity, geographic location, and socioeconomic status.

We are passionate about our commitment to continuously improving all of these important aspects of quality health care.

How Quality is Measured

Quality data comes in many forms. Information can be pulled from clinical records, billing information or administrative codes that are used to classify diagnoses and conditions. The data is run through complex math models to try to make it meaningful.

Because quality data is pulled from multiple sources, documentation plays a crucial role in measurement. When treating a patient, a practitioner needs to accurately and consistently report the specific diagnosis and document the treatment the patient receives.

If the practitioner makes an error in the documentation process, it can have a negative effect on the hospital’s performance rating – even if the patient’s clinical outcome is optimal.

Highland Hospital has implemented an electronic documentation system and trained our health care practitioners to ensure that documentation is accurate and specific. Accurate documentation helps to limit reporting errors, so our clinical and administrative staff can better identify true clinical improvement opportunities.