1 the methodist hospital system. 2 houston 17 sister-city relationships promoting business and...
Post on 21-Dec-2015
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Houston
• 17 sister-city relationships promoting business and investment opportunities across six continents
• 470 Houston companies have offices abroad in 122 countries
• 2nd largest concentration of Fortune 500 companies
• 4th largest city in the U.S.
• Home of leaders in energy, medicine & information technology
• 77 foreign governments have official
representation through consulates
Houston is a gateway for commerce with countries
around the world
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Texas Medical Center
• 6,500 Beds
• 6 Million annual patient visits
• 18k+ International patients
• 160k Daily visitors
• 49 Medical and
Academic Institutions
• 140+ Buildings
• 93,500 Employees
The Methodist Hospital is a founding member of Texas Medical Center, the largest medical center in the
world
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Leading Medicine - TMH
• $1.6 billion in net patient revenue
• $520 million in uncompensated charity care and community benefits
• 5 hospitals
• 1,500+ operating beds
• 13k + employees
• 7K TMH
• 60k + inpatients annually
• 549k + outpatient visits annually
More than 7,000 international patients from 74 countries in 2010
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Recognition
• Methodist is ranked as the #1 hospital in the Houston metro area by U.S.News & World Report’s “Best Hospital” list.
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• Recognized as one of America’s top hospitals by U.S. News & World Report
• Ranked in 13 out of 16 specialties
Recognition
• University HealthSystem Consortium: TMH ranked in the top 25 among U.S. teaching hospitals
• HealthGrades: Top 5% in the country
ophthalmology ● ear nose and throat ● urology gastroenterology ● geriatrics ● kidney ● cancer
neurology/neurosurgery ● orthopedics ● pulmonary gynecology ● heart/heart surgery ●
diabetes/endocrinology
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Recognition
• Magnet Nursing recognition
• One of America’s most wired hospitals
• Highest ranked healthcare organization in the U.S.
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Excellence
Bone & Joint Center
• Pioneers in ACL reconstruction and meniscal/cartilage
transplantation
Transplant Center
• Top 10% of U.S. transplant centers
Cancer Center
• 2nd largest adult cancer provider in Texas
• The 1st in the U.S. to offer IMRT
• Innovative radiation and gene therapies to eliminate
prostate cancer and provide a long–term vaccine
against the disease
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Diabetes, Obesity and Lipids
• International leader in research, prevention, and
management of diabetes, obesity and metabolic
syndrome
Neurological Institute
• One of only a few multidisciplinary centers in the U.S.
• A unique collaborative environment of renowned
specialist including more than 50 neurologists &
neurosurgeons
Excellence
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DeBakey Heart & Vascular Center• Multidisciplinary valve clinic for patients with complex
cardiac valve disease
• Studies conducted lead to approval of the country’s newest
cholesterol-lowering drugs
• Groundbreaking stem cell research for treating cardiac and
vascular disease
• Experts in the treatment of heart rhythm disorders and the
use of electrophysiology
Excellence
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An Experience Example:
There are five “Pillars” that are the focus f ouorganization:
People, Service, Quality, Financial an
The Methodist Experience is part of the
“Service Pillar Strategy”
The Famous Coffee Example
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• Increased patient satisfaction
• Increased employee satisfaction
• Enhanced staff retention
• Brand, reputation and market differentiation
• Shorter average length of stay
• Lower cost per case
• Decreased adverse events, increased quality
Importance of Patient Experience
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Because we know that our patients are Afraid:
• of their disease
• of being treated impersonally
• of pain
• of the unknown
• of healthcare settings!
The Need for a Patient Experience
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Our role is:
That of a trusted guide.
Our patients entrust us with their most personal, most meaningful, and most sacred aspirations.
Because we are as skilled at the science of personalization as we are in the science of
medicine.
The Fundamentals
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Creating the Patient Experience
•Consistent patient experience processes that function well, such as standardized communication methods and protocols;
•Engaged employees who care to deliver on those processes; and
•Welcoming and safe environment for patients.
Positive results occur when every employee is personally responsible and active in driving safety, quality and the patient experience.
This requires:
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For Each Individual
• Employ world-class personalization strategy to make every experience world-class
• Create an experience based on the individual
• Profile database development, including:
Basic wants Preferences Aspirations
• Mass customization
Creating the Patient Experience
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The Methodist Experience
The Methodist Experience is a new way of
looking at and working in healthcare. Our
goal is to provide an exceptional culture of
personalized service, satisfaction, and
engagement for our patients, families,
employees, and physicians through
organizational integration of The Methodist
Experience.
Our Definition
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Our Process
Portfolio of Customers
Customer Needs Design Tool
Customer Unique Experience Chain
Portfolio of Capabilities
Individual
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The Methodist Experience
“The Methodist Experience” is therefore a
purposeful healthcare design aimed at advancing
the art of healing. The concept provides
individualized care to every patient based on a
solid understanding of what patients want and
need.
Our Patient Experience
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Our Patient Experience
Methodist is setting the standard for the Patient Experience
• Inspired
• Personalized
North America’s largest outpatient center designed around the patient
experience
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Services
International Patient Services –
Customized services in your
language
Spanish, Arabic, Portuguese,
Italian, Turkish, French, etc.
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Services
Patient Services – Access to clinical expertise of TMH in
a expedient, coordinated, and personalized manner
A Personal Patient Liaison will oversee:
• Scheduling appointments
• Air and ground ambulance arrangements
• Travel, airport, airline and hotel assistance
• 24/7 language support
• Clinical coordination
• Concierge services
Services
Distant Consults• Excellent option for international patients and their
physicians
• Access to the expertise of TMH physicians without incurring travel expenses
• Medical records, radiology films and/or pathology slides can be reviewed
• Provide a comprehensive report: o Remarks on a diagnosis o Comments on a proposed treatment plano Additional recommendations for care
Services
Executive Health• Methodist International
Executive Health Evaluation is designed to meet the preventative health care needs of busy executives and their families
• An Executive Health evaluation includes primary, specialty and subspecialty medical consultations, tailored for your specific needs and timed for completion within five to seven hours
Services
Distant Consults• Excellent option for international patients and their
physicians
• Access to the expertise of TMH physicians without incurring travel expenses
• Medical records, radiology films and/or pathology slides can be reviewed
• Provide a comprehensive report: o Remarks on a diagnosis o Comments on a proposed treatment plano Additional recommendations for care
What Differentiates Us
• We are a leading US hospital with a global vision
• Our clinical expertise
• Our solid track record
• Our unique management model
• Our personalized care
Stay Connected
• Subscribe to Methodist Publications – Leading Medicine Magazine– Healthy Knowledge
E-Newsletter
• Follow us on Facebook and Twitter– Facebook:
www.facebook.com/MethodistHospital
– Twitter: twitter.com/MethodistHosp
• Visit our website:– www.methodisthealth.com
Contact Us
Methodist International, Houston Office
The Methodist Hospital
6560 Scurlock Tower, Suite 220
Houston , TX 77030
Phone: +1 – 713 – 441 – 2340
Email: [email protected]
Methodist International, Middle-East OfficeDubai Healthcare City, Building 26, 1st Floor
Dubai , UAE
Phone: +971 4 3754675
Email: [email protected]