Mercy

CUSTOMER EXPERIENCE MAPPING/COMPETITIVE INTELLIGENCE

Do you know how patients define excellence in health care? Do you engage your patients and their families as consultants to help build excellence into your services?

RESEARCH OBJECTIVE

Create ways to listen to and learn from patients and their families—and then apply that learning to deliver a better health care experience.

KEY INSIGHTS

Many patients welcome increased use of technology, such as MyMercy electronic health records, to speed care and increase their understanding of health care treatment options for themselves and their families. Technology does not take Mercy’s caring professionals out of the picture; it brings them closer and more available to provide more personal and effective care.

HOW MERCY USED THE INSIGHTS

Mercy staff are hearing and seeing their patients’ experience firsthand through the work of the Mercy Experience Team, with one goal being to improve outcomes while decreasing costs through an emphasis on education of patients with chronic illnesses.

WHAT WE DID

Using telephone, face-to-face, onsite and online surveys, focus groups, and analysis of daily diaries of health care questions, we helped Mercy see health care through the patient’s eyes.

“Mercy’s goal is to change the way people feel about their health. We are a listening, learning and changing organization. We believe no one knows how to design health care better than those who experience it.”

Judy Akins
Senior Vice President, Mercy Marketing & Communications