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Case Study: 7 Ways to Meet and Exceed Patient Expectations

June 21, 2019

Methodist Health System fiercely embraces its commitment to service excellence. Implicit in its tagline, “The Meaning of Care®,” is the promise that leaders and employees at every level of the organization give their best effort every day, while fostering and recognizing excellence in others. Leaders empower employees to strive for greater caring, achievement and success.

“‘The Meaning of Care’ is our language. It’s not just a tagline. It’s our home. We take it personally,” says Debbie Kohl, employment director.

“Patients new to Methodist reported having such positive experiences that more than 80 percent said they will stay with us for their future healthcare needs,” says John Fraser, president & CEO of Methodist Health System.

Factors to which he attributes his team’s ability to transform an unexpected challenge into an opportunity include:

  1. Compassionate care
  2. Medical and service excellence
  3. Solid communication and teamwork

Download our full case study to see all seven factors. You can also discover:

    1. How Methodist engages employees
    2. How using multiple research tools drive decisions
    3. How using PRC data can validate success
    4. Key strategies for a strong culture of excellence

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