Strategic Plan
HealthShare NSW Strategic Plan 2025-2030
Our Strategic Plan provides a clear direction for HealthShare NSW over the next 5 years, to help us achieve our vision of `Excellence in support services for NSW Health – great value, great service, every time.’
Our mission acts as a roadmap to guide our organisation towards our vision: providing a range of support services to enrich the experience of patients, health staff and the communities we serve.
This Strategic Plan has been developed in close consultation with our people and partners, and our purpose of ‘Partnering for patients: supporting the NSW Health system to focus on what matters most – delivering exceptional care to patients’ remains more relevant than ever.
Over the past 5 years, we’ve grown as a people-first organisation, focused on doing what’s right, working in partnership, and constantly looking for ways to deliver better experiences for patients, clinicians and staff. - Wendy Hughes, Chief Executive
We invite our partners in the NSW Health system and the communities we serve to read our Strategic Plan to learn more about who we are and what we do as an integral part of the NSW Health system.
Strategic Plan poster
For a summary of our Strategic Plan at a glance, view our Strategic Plan on a page.
I’m excited about where this strategy will take us and confident that it positions HealthShare NSW to continue making a real and lasting difference in the lives of patients and the people who care for them. – John Roach PSM, Board Chair
Our Guiding Principles
Our new Strategic Plan has 4 Guiding Principles:
- Service: We provide high-quality, reliable services that enhance the experience and outcomes for patients, clinicians and staff.
- Value: We provide meaningful, measurable value that strengthens the health system, for better patient experience and outcomes.
- Transparency: We are a trusted organisation that operates with accountability and integrity.
- Kindness: We have a culture where kindness shapes interactions, decisions and service outcomes.
These Guiding Principles will support us as we deliver the work defined in each of our Key Focus Areas:
- People, Capability and Culture
- Stakeholder Engagement
- Corporate Governance
- Procurement Reform
- Service Evolution
- Innovation and Analytics
- Environmental Sustainability and Waste.
What was achieved under the last strategic plan?
Our Strategic Plan 2020-2024 (PDF) guided our work through a challenging time for NSW Health, providing us with a framework to continue delivering our critical services to the system, while living out our values. It centred on 3 pillars – Focus on people, Collaborate, and Be sustainable. Some of our achievements from that Plan can be found below.
Focus on people
- Steadily improved our People Matter Employee Survey results, with our culture score sitting at 60 (up 15 points since 2011) and our engagement score at 64 (up 7 points since 2011).
- Improved safety and risk controls through monthly hazard assessments, purchasing new plant and equipment, and redesigning processes and procedures. Our Total Recordable Incident Frequency Rate has dropped from 36.3 in 2021 to 29.9 in 2024, and our Lost Time Injury Frequency Rate dropped from 16.5 to 14.2 in the same period.
- Exceeded NSW Government targets for diversity and inclusion, including:
- 8.0% of our employees identify as living with a disability (Target 5.6%)
- 3.7% of our employees identify as Aboriginal and Torres Strait Islander (Target 3.2%)
- 64.7% of our senior leaders are women (Target 50%).
- Strengthened our commitment to our Aboriginal workforce and community through the introduction of our first Reconciliation Action Plan and the establishment of our Aboriginal Employee Network.
Collaborate
- Improved the booking system for Patient Transport Service (Reservations Model), delivering:
- increase in patient satisfaction to 91%
- increase in timeliness to 74%
- reduction in major delays by 95%.
- In collaboration with eHealth NSW, reduced high-volume, repetitive tasks with Enterprise Robotic Process Automation (eRPA). Automatic processing of 30,000 transactions saves about 16,000 hours of work a year, and eRPA has delivered operational improvements across purchasing, recruitment and accounts payable systems.
- Partnered with the Agency for Clinical Innovation and local health districts to design and implement the statewide menu across NSW Health facilities, reducing menu variation to offer patients more consistent experience.
- Worked with eHealth and local health districts to co-design and implement DeliverEASE in 63 sites and 1454 clinical areas across the state, improving staff access to key products. This has increased staff satisfaction from 22% to 80%.
Be sustainable
- Partnered with the Department of Climate Change, Energy, the Environment and Water to undertake a comprehensive baseline of our scope 1, 2 and 3 emissions footprint.
- Replaced chemical-based cleaning in NSW hospital kitchens with new sustainable eWater technology, a cost-effective, environmentally friendly cleaning solution.
- Trialled delivering linen to NSW hospitals without plastic bundling, saving 2,755,000 metres of plastic from landfill.
- Commenced implementation of solar for our linen facilities.
- Switched to sugarcane trays as an alternative to plastic for Food Production Units, saving more than 624,000 plastic trays from entering landfill since January 2024.
Supporting the vision of NSW Health
Guided by the NSW Health Future Health Strategic Framework, our vision and direction support the achievement of NSW Health’s strategic priorities, contributing to a more connected, efficient, sustainable and patient-centred health system.