Mercy’s Customer Service Initiative

Patient satisfaction and patient advocacy go hand in hand at Mercy Medical Center. Innovative, high quality, compassionate patient care comes first at Mercy Medical Center. Each member of the health care team is committed to understanding and meeting the needs of our patients so that when patients leave our facility they feel their needs have been completely satisfied and they will recommend Mercy to friends and family. Mercy continues to change and expand its services to meet the needs of all those served. An example is the Emergency Department’s guest relations program that strives to increase communication and reduce wait times.

Our Goal is Patient Satisfaction

Mercy’s goal is to be the best in the nation for patient satisfaction. To help achieve this goal, Mercy has four core strategies, People, Quality, Service and Performance. The leadership of Mercy Medical Center actively involves staff in developing and implementing ideas for improvement in each of these core strategy areas.

National Award for Quality

Mercy is a member of a 60-member hospital system, known as Catholic Health Initiatives (CHI). In 2001, CHI won the National Quality Health Care Award, a prestigious award co-sponsored by the National Committee for Quality Health Care and Modern Healthcare magazine. This award is presented to a health care provider whose demonstrated goal is to improve health care through high quality performance and innovative leadership.

Customer Service Teams

Dedicated groups of employees meet regularly to focus on ways to improve the overall quality and patient satisfaction to members of our community. Employee involvement is key to clearly identifying the needs of patients we serve and how we can completely meet or exceed their expectations