St. John’s Mercy Medical Center is committed to providing the highest level of service and quality to our patients and families. Service is rooted in the Mission of the Sisters of Mercy and is the foundation for our initiatives. Our nine Mercy Service Standards provide a framework for our service activities.

Patient Satisfaction Measurement
St. John's Mercy voluntarily participates in a patient satisfaction measurement program conducted by Press-Ganey Associates. Press-Ganey is an independent organization that began measuring patient satisfaction in 1985. Press-Ganey is the health care community’s top satisfaction measurement and improvement firm. One out of three hospitals nationwide look to Press-Ganey to measure their quality of care. Nearly 8 million patients at more than 6,000 health care facilities complete surveys about their medical care each year. Frequent monitoring of Press-Ganey scores and service initiatives enforces this organizational goal. Mercy Service teams were created on each clinical unit, and frontline co-workers participate to identify service priorities and explore their role in service improvement endeavors.

St. John’s Mercy Medical Center Recognized for Service Excellence in Maternity Care
St. John’s Mercy Medical Center is the first hospital in Missouri to be recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program SM. This distinction acknowledges St. John’s Mercy’s strong commitment to provide an “Outstanding Patient Experience” in maternity care.
 
The service excellence distinction is based on a survey of patients recently discharged from St. John’s Mercy Medical Center. The patients’ perceptions of their maternity care experience were compared to the national benchmark established by the annual J.D. Power and Associates National Hospital Service Performance Study SM.
 
The telephone-based research conducted among St. John’s Mercy patients focused on the five key drivers of patient satisfaction in maternity services. These drivers, which were identified in the national study, include: comfort; dignity and respect; speed and efficiency; information and communication; and emotional support. St. John’s Mercy exceeded the national benchmark study score for overall maternity patient satisfaction.
 

Additional Service Initiatives:

Total Healing Environment - A total healing environment is one that embraces a deeper definition of healing and strives to achieve it in all its forms – physical, psychological and spiritual. It means offering services to our patients that complement and integrate with traditional medicine, such as massage therapy, healing touch, acupuncture, spiritual counseling and many others. This combination of traditional and integrative services offers a broader opportunity for patients to heal.

Culture of service - All co-workers attend an orientation focused completely on service. Ongoing educational activities are also offered. All co-workers are currently attending a program on compassion to help us make our mission and values come alive.

Mercy Hospitality - Mercy Hospitality representatives direct and escort patients and visitors to their destinations. They provide a variety of helpful services to our patients, families, and visitors each day.

Room Service - The Nutrition department introduced several initiatives to improve the dining experience. Our most successful program was implementing room service in seven clinical areas. Other activities include changing menus, employing a locally recognized chef, providing diet descriptions on the menu, timely passage of trays, and including the nutritionists in service improvements in their area.

Service Teams - Multidisciplinary teams were created to assist departments with their service initiatives. Most areas are focusing on keeping patients informed and timeliness of services.

We continue to work as a team to improve service throughout the Medical Center. With great leadership and a commitment to service excellence, we are confident our motto will be experienced by all those who enter the Medical Center—“We make a difference by touching the lives of those we serve with compassion and exceptional service.”

© 2008 St. John's Mercy Health Care
615 S. New Ballas Rd., St. Louis, Missouri, 63141