Service Excellence

Blue background and silver star shaped trphy

Our Mission is to provide exemplary health care through clinical excellence, quality and patient safety. We do this by living our organizational Values of compassion, accountability, respect, and excellence (CARE). 


Hamilton-Niagara Top Employer

We've been selected as one of Hamilton Niagara's Top 15 Employers for the second year in a row. This award recognizes employers that lead their industries in offering exceptional places to work. 

Some of the reasons we were awarded Hamilton Niagara Top Employer:

  • Location and proximity waterfront paths and trails
  • Quick access to Downtown Burlington
  • Access public transit and major highways
  • Traditional and open concept workstations
  • Family friendly breast-feeding room
  • Full-service cafeteria with healthy menu options

Quality Healthcare Workplace Awards

We've been awarded Silver for the Quality Healthcare Workplace Awards for the fourth year. This award recognizes organizational efforts to improve workplaces in ways that enhance our providers quality of care and work-life balance. 

Some of the reasons we were awarded Quality Healthcare Workplace Award:

  • Open training for Crisis Intervention & Taking Assertive Action   
  • Health and Safety and Respectful Workplace Training
  • Inclusion through consultation in the Redevelopment & Expansion Project
  • The Strategic Plan "Inspired People and Teamwork" priority


We've been awarded Accreditation with Exemplary Standing by Accreditation Canada. We achieved a score of 98.5%, our highest to date.

All hospitals must undergo Accreditation. Like a report card, it gauges our level of performance through:

  • self-assessments against nationally recognized standards 
  • external peer evaluation 

Some of the reasons we were achieved Accreditation with Exemplary Standing:

  • Commitment to Quality Improvement
  • Patient Centered Care
  • Teamwork


Our hospital utilizes the principles and practices of LEAN. The goal of LEAN is to create more value for customers with fewer resources, by eliminating waste. 

Gemba Time

Gemba is a Japanese term meaning "the real place". In business, gemba refers to the place where value is created.

Gemba Time is observed daily from 9-11 a.m. It is an open time for staff to share insights and ideas with peers. The goal is to eliminate waste and incite change.

Since implementation, Gemba time has resulted in over 300 process improvements.


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