Case Study: Mercy Kids Improving the Patient Experience in Maternity Care

By |2018-03-07T04:06:12-05:00August 9th, 2017|

As the first hospital in Missouri recognized by J.D. Powers and Associates’ Distinguished Hospital Program for “Outstanding Patient Experience” in maternity care, Mercy Hospital uses the Mercy Kids Newborn Channel to drive both strategic corporate initiatives and patient education goals.

According to Parth Zaveri, business development officer, growing use of the Mercy Kids Newborn Channel for brand development and marketing initiatives is helping Mercy succeed in increasing awareness and utilization of hospital services and tools intended to enhance patient care and improve the patient experience.

Mercy Kids successfully customized their approach by:

  • Expanding channel availability to all hospital and clinic locations in the system with labor and delivery departments or maternity care, and shortly thereafter for the entire community on their website.
  • Using expansion of the Newborn Channel to additional locations and online as reason to email patients with that news, plus additional maternity education & classes offered.
  • Launching a new website landing page for soon-to-be moms with links to relevant programs.
  • Promoting awards, certifications, announcements, patient reminders (i.e. flu shots), and other available educational classes.
  • Airing a customized loop with selected video, including some of the same commercials run on local TV stations.
  • Integrating branding on channel guides and updated marketing tools, including brochures and emails.
  • Enabling doctors to electronically assign and order programs for patients.

Mercy will soon begin to assess the results of these initiatives on patient satisfaction by including education-related questions on their post-discharge patient surveys.


Mercy Hospital St. Louis, part of Mercy health system, is a 859-bed comprehensive teaching hospital and includes a heart and vascular hospital, cancer center, surgery center, the only dedicated pediatric hospital in St. Louis County and the largest Level III NICU in Missouri.

  • Acute Licensed Beds: 787
  • Clinic and Outpatient Locations: 259
  • Co-workers: 5,822
  • Mercy Clinic Physicians: 628
  • Acute Inpatient Discharges: 37,072
  • Surgeries (Inpatient and Outpatient): 34,693
  • Emergency Visits: 88,843
  • Births: 9,019
  • Outpatient Visits: 980,561