1. 1 The Methodist Hospital System

2. 2 Houston 17 sister-city relationships promoting business and investment opportunities across six continents 470 Houston companies have offices abroad in 122 countries 2 nd 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

3. 3 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

4. 4 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

5. 5 Recognition

6. 6 6 Methodist is ranked as the #1 hospital in the Houston metro area by U.S.News & World Report’s “Best Hospital” list.

7. 7 7 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

8. 8 8 Recognition Magnet Nursing recognition One of America’s most wired hospitals Highest ranked healthcare organization in the U.S.

9. 9 Centers of Excellence at Methodist more clinical expertise

10. 10 Excellence Bone & Joint Center Pioneers in ACL reconstruction and meniscal/cartilage transplantation Transplant Center Top 10% of U.S. transplant centers Cancer Center 2 nd largest adult cancer provider in Texas The 1 st 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

11. 11 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

12. 12 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

13. 13 Consumer’s Role in Health Care

14. 14 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

15. 15 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

16. 16 The Patient Experience at Methodist

17. 17 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

18. 18 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

19. 19 The Patient Experience is Based on

20. 20 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:

21. 21 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

22. 22 The Old Experience: Integration in the Physical Setting

23. 23 The New Patient Experience: Integration in the Physical Setting

24. 24 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

25. 25 Our Process Portfolio of Customers Customer NeedsDesign Tool Customer Unique Experience Chain Portfolio of Capabilities Individual

26. 26 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

27. 27 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

28. 28 Methodist International

29. 29 Services International Patient Services – Customized services in your language Spanish, Arabic, Portuguese, Italian, Turkish, French, etc.

30. 30 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

31. 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 plan o Additional recommendations for care

32. 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

33. 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 plan o Additional recommendations for care

34. 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

35. 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

36. 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.orgmethodistinternational@tmhs.org Methodist International, Middle-East Office Dubai Healthcare City, Building 26, 1 st Floor Dubai, UAE Phone: +971 4 3754675 Email: miemea@tmhs.orgmiemea@tmhs.org

37. 37 Thank You