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The Methodist Hospital System

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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

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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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Centers of Excellence at Methodist

more clinical expertise

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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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Consumer’s Role in Health Care

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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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The Patient Experience at Methodist

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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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The Patient Experience is Based on

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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 Old Experience:

Integration in the Physical Setting

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The New Patient Experience:

Integration in the Physical Setting

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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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Methodist International

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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: methodistinternational@tmhs.org

Methodist International, Middle-East OfficeDubai Healthcare City, Building 26, 1st Floor

Dubai , UAE

Phone: +971 4 3754675

Email: miemea@tmhs.org

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Thank You