Mercy Health Systems - Case Study Example

Mercy provides services that span four core service areas, including hospital-based services, clinic-based services, post-acute care and retail services, and insurance products. These four core service areas make up our comprehensive, vertically integrated delivery system, and integrated delivery is what makes Mercy unique in serving the full range of health care needs of our patients. As they've grown in size, they have increased the breadth and depth of care provided to our patients. They continually strive to improve the quality of care received, stretching themselves to exceed the most stringent standards.

They are committed to providing patients with the latest technology; the best medical teams and expert, compassionate care as we work to fulfill their mission of providing exceptional health care services resulting in healing in the broadest sense. These powerful words encapsulate the Mercy Health System mission and organization's commitment to their patients and community members. To support its commitment to service excellence and delivery of quality care, MHS incorporates customer requirements into the SPP and the PDCA improvement cycle through use of the Customer Relationship Management (CRM) Model.

The CRM Committee uses this model to systematically review current and potential customer feedback and determine changing customer requirements. MHS's key customers include patients, communities, and employers/enrollees. Key inputs used to determine customer requirements, maintain dynamic customer interaction, and facilitate rapid response to needs include:- Patient/Customer Satisfaction Surveys.- Service Recovery Program (SRP).- Market