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SFHSS board adopts 2020–2022 strategic plan, asks staff for clearer definitions and an endorsement letter
Summary
The San Francisco Health Service System board unanimously approved a 2020–2022 strategic plan that emphasizes affordable, coordinated care, member engagement and organizational excellence; the board asked staff to clarify terms such as 'concierge' and voted to include a board endorsement letter in the plan publication.
The San Francisco Health Service System board unanimously adopted a strategic plan covering plan years 2020–2022 after presentations from Executive Director Yand and Senior Health Program Planner Leticia Pagan.
Yand said the plan restates the system’s mission, vision and values and sets five strategic goals: affordable and sustainable care, reducing complexity and fragmentation, engaging and supporting membership, preserving choice and flexibility, and strengthening organizational excellence. "It's really taken a village," Yand said, describing stakeholder sessions, staff input and a June "blue-sky" workshop that informed the plan.
Leticia Pagan, Senior Health Program Planner, described how the plan will be operationalized through a work plan that prioritizes two strategies: "using key performance indicators" and "referencing evidence-based benchmarks." Pagan outlined focus areas including member services (using a network promoter score), multimodal communications for open enrollment, enhancements to the CRM knowledge base, analytics upgrades to the all‑payers claims database (APCD), and staff support to implement the changes.
Board members pressed staff for clearer terminology and measurable links between initiatives and actions. One commissioner warned that the word "concierge" can imply paid‑for personal physicians and urged the board to define or replace the term; Yand responded that the board intends a more personalized care‑navigation function rather than commercial concierge medicine and said staff would revisit the wording.
The board then voted to accept the plan as discussed. Commissioner Randy Scott moved a supplemental motion that the board draft and include an endorsement letter after the executive director’s introduction to "reflect the board's role and commitment" in implementation; Scott volunteered to draft the letter. That supplemental motion was approved unanimously.
The board directed staff to return with implementation details and to provide a full report on related work-plan milestones at future meetings.
