ST. LOUIS – Mercy, one of the nation’s largest health systems, has been recognized for the fourth consecutive year with the Excellence in Patient Experience Award. The award, presented by NRC Health, a firm specializing in personalized healthcare solutions and data analytics, highlights Mercy’s sustained commitment to superior patient care.
The annual award assesses healthcare providers based on direct patient feedback, gauging their willingness to recommend the health system. This data, collected from April 2024 to March 2025, reflects the real-time experience of over 1.25 million Mercy patients across its vast network.
“Patient care is always a priority,” said Dr. John Mohart, Executive Vice President and Chief Operating Officer at Mercy. “While clinical care is vital, a holistic approach is just as important— food service, pharmacy, dedicated people, environmental services and those who greet patients and their families, everybody plays a role in providing an excellent patient experience and this award recognizes the team efforts required.”
The award demonstrates the growing importance of patient experience as a key performance indicator in healthcare. In an era where patients are increasingly consumers, satisfaction scores directly impact brand reputation and, ultimately, market share. Healthcare systems are investing heavily in technologies and processes to enhance patient engagement, streamline care delivery, and personalize the overall experience.
NRC Health leverages patient feedback to inform its broader mission, aiming to humanize the healthcare experience by fostering a deeper understanding between providers and patients. Helen Hrdy, Chief Operating Officer at NRC Health, emphasized the importance of listening to patients and families, stating, “This year’s winners showcase a dedication to improving care in ways that reflect NRC Health’s mission of Human Understanding.”
Mercy’s collaboration with NRC Health extends beyond the award. The health system actively participates in NRC’s Transparency program, openly sharing patient survey data on Mercy physicians through its website. This commitment to transparency reflects a broader trend in the healthcare sector toward increased accountability and patient empowerment. Analysts note that this level of openness, while requiring significant investment in data collection and management, can build trust and loyalty, ultimately driving long-term patient retention.
Mercy operates across multiple states, encompassing 55 acute care and specialty hospitals, numerous outpatient facilities, and a network of employed physicians. Its integrated, multi-state structure allows for economies of scale and greater efficiency in delivering care – factors that likely contribute to its ability to consistently deliver a positive patient experience.
As healthcare continues to evolve, expect patient experience to remain a critical area of focus. Healthcare providers will likely accelerate investments in technologies like AI-powered chatbots, personalized communication platforms, and remote patient monitoring systems to further enhance the patient journey and maintain a competitive edge.
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