Mercy Health System Receives National Award for Patient Experience Excellence

In a commendable achievement, Mercy Health has once again been recognized for its outstanding dedication to patient satisfaction, earning the Excellence in Patient Experience Award for the fourth consecutive year. This prestigious accolade positions Mercy as the leading large health system across the United States, emphasizing its commitment to enhancing the patient experience.

The award is conferred by NRC Health, a renowned organization dedicated to establishing personalized healthcare solutions and providing data-driven insights. The Excellence in Patient Experience Award acknowledges health systems and hospitals that exhibit a steadfast commitment to improving the quality of patient care. In 2025, Mercy was one of only three health systems nationwide to receive this honor.

Dr. John Mohart, Mercy's executive vice president and chief operating officer, emphasized, "There's nothing more important than how we care for our patients." He elaborated that while clinical care teams play a crucial role, the efforts of various departments including food service, pharmacy, and environmental services contribute equally to defining a remarkable patient experience. This recognition not only underscores the healthcare professionals' hard work but also highlights the collective effort of every individual involved in patient care.

The selection process for this award is particularly heartening as it relies on real-time patient ratings that reflect whether patients would recommend Mercy. Participants are assessed in various categories such as small, medium, and large health systems, as well as other healthcare facilities like hospitals and pediatric centers. Feedback from patients collected between April 1, 2024, and March 31, 2025, was critical in determining Mercy’s recognition as a top health system.

Helen Hrdy, COO of NRC Health, highlights the ethos behind the award: “This year's winners have shown unwavering dedication to listening to patients and their families while enhancing care in ways that align with our mission of Human Understanding.” This comprehensive approach ensures that patient voices are heard and considered, thereby improving the overall health experience.

Mercy’s collaboration with NRC Health has enabled it to efficiently gather and act upon patient feedback, whether in hospital settings or outpatient services. With a yearly influx of over 1.25 million patient interactions, this data-driven approach provides invaluable insights into patient care experiences within Mercy's expansive healthcare network.

Mercy operates as one of the largest health systems in the U.S., providing care to millions through a highly integrated and multi-state healthcare system. Its assets include 55 acute care hospitals, specialty hospitals focusing on areas such as heart health, pediatrics, orthopedics, and rehabilitation, along with urgent care locations, imaging centers, and pharmacies. The system boasts over 1,000 physician practice locations and outpatient facilities, employing a workforce of more than 5,000 physicians and advanced practitioners, complemented by a dedicated team of over 50,000 caregivers.

In addition to its extensive operational capacity, Mercy has made significant contributions to community welfare. In the fiscal year 2025 alone, it provided over half a billion dollars in free care and other community benefits, including traditional charity care and unreimbursed Medicaid services.

NRC Health, established over 40 years ago and publicly listed on NASDAQ as NRC, has relentlessly focused on humanizing healthcare. The firm’s commitment to Human Understanding® enables healthcare organizations to better connect with patients and families on a personal level, ultimately fostering more empathetic care.

Mercy’s recognition not only serves to highlight its operational excellence but also sets a benchmark for patient experience standards in healthcare. This steadfast commitment to enhancing patient care and ensuring quality service remains at the heart of Mercy's mission.

For more information about Mercy’s initiatives and to view the complete list of award winners, visit NRC Health's website.

Source: Mercy Health System