MHS Service Line Brochure

Partner with a Proven Industry Leader
Products & Services Guide
www.MHS97.com

Take Your Organization to New Heights
with a Trusted Partner
Metropolitan Healthcare Services, Inc. (MHS) is dedicated to
assisting healthcare organizations by providing an array of
innovative service alternatives, which are designed to improve
the patients’ overall experience of care to include quality and
satisfaction, while advancing the health of populations and
reducing the per capita cost of health care.
MHS’s comprehensive evidence-based training curriculum,
offered through the Metropolitan Academic Center of
Excellence and in partnership with Howard University, provides
customized training programs that complement your
organization’s culture.
We’re focused on helping you achieve service excellence goals
by providing innovative and transformative solutions, which
drive value to the operations.
I hope you find this resource guide useful and that you will
continue to turn to MHS as your trusted partner. We look
forward to serving your organization’s needs every step of the
way.
Sincerely,
Edward M. Daniel, PhD(c), FACHE
Chief Executive Officer
Vision:
Enrich the patient experience by providing
superior services to every customer.
Mission:
Continue to be the national leader in pioneering
diverse, quality service offerings to our customers.
Core Values:
Our core values embody our spirit of service
excellence, demonstrating that for our customers
and their patients – WE CARE.
• Willingness to approach all to all situations
with a helpful attitude.
• Excellence as service providers.
• Compassionate and caring to all individual
needs.
• Anticipate the needs of our customers.
• Respect, accept, and understand all we
encounter.
• Enriching every experience, every time.

Your Trusted Partner Provides Innovative
Alternative Resources for Success
Now more than ever, you need to make most of every resource to
become a more effective and efficient organization. To help you,
Your Products and Services Guide showcase the wide variety of
programs, services, and opportunities for improvement that MHS
provides as your trusted partner.
Use this guide throughout the year to identify programs, products,
and services your organization will need to meet increasingly
complex and competitive challenges and to navigate a successful
future.
Contents
Clinical Services…………...……………………………………………1
Patient Safety Associate (Sitter)…………….....………………..2
Tele-Sitter…………………………………………………….…3
Patient Transporter.………………....…………………..……....4
Clinical Technician (Clin-Tech)……….…………….......….….5
Certified Nursing Assistant…………………………..…………6
Phlebotomist……..………………………………………..….…7
Ancillary Services…………...……………………………………….....8
Ambassador (Greeter)………………………………………......9
Discharge Ambassador………………………………………..10
Clinical Ambassador…………………………………………..11
Administrative Executive Assistant…………………………...12
PBX Operator /Desk Ambassador…………………………….13
External Services……………………………………………………...14
Shuttle Transportation…………………………………………15
Courier Service………………………………………………...16
Lot Monitor & Parking Enforcement………………………….17
Valet Parking……………………….………………………….18

ONE-TOUCH SOULTION®
“One-Touch Solution® to Meet Demands and Solve Challenges”
What is the One-Touch Solution®?
- Cross Training of Personnel in Multiple Service-Lines
- Planned Career Progression Pathways
- Customer Service Focus
- Continuous Education and Training
- Stable Workforce
- Evidence-Based Practices/Procedures/Research
- Culture of Service Excellence
Benefits of the One-Touch Solution®:
- Improves the Patient Experience of Care (including Quality and Satisfaction)
- Improves the Health of Populations
- Reduce the Cost of Healthcare
1

CLINICAL SERVICES
In partnership with Howard University, our faculty and
trainers provide instruction on a wide range of clinical
services including: Patient Safety Associates (Sitters),
Tele-Sitters, Patient Transporters, Clinical Technicians
(Clin-Techs), Certified Nursing Assistants, and
Phlebotomists at the Metropolitan Academic Center of
Excellence (MACE) training facility located within our
corporate office.
According to CMS, the National Healthcare
Expenditure Projections from 2010-2010
expects the cost of healthcare will grow from
17% to nearly 20% of the GDP. These
projections will place pressure on healthcare
professions to derive greater value for the
resources devoted to health care systems.
In order to address these future challenges, MHS is
introducing evidence-based practices and services that
have the ability to be: (1) customized, (2) cross-trained,
(3) adaptive, and (4) scaled up/down to meet needs and
conditions of demands.
2

3

4

5

6

7

8

ANCILLARY SERVICES
MHS provides numerous ancillary service training
programs that are designed to reduce costs, increase
customer satisfaction while improving efficiencies. These
services include: Ambassadors (Clinical, Front Desk,
Discharge, Patient-Rounding, and Security Check-points),
PBX Operators, and Administrative Assistants (AA).
“I would like to thank your Ambassadors for
helping me when I was lost; they assisted me with
a wheelchair and escorted me to my destination.
When I was done with my appointment, another
Ambassador assisted with arranging shuttle
transportation to my second appointment, which
was at the opposite side of the facility”. “The staff
was extremely courteous and professional” ~
Inova Fairfax Hospital.
Our Dual Customer-Centered Service Program has been
infused into every program. This program demonstrates
the difference between an employee’s purpose (the
reason why the job exists) and the employee’s function
(day-to-day job responsibilities) in the organization.
9

10

11

12

13

14

EXTERNAL SERVICES
Since 1997, MHS has provided professional, reliable, and
cost effective valet, shuttle transportation, Parking
Management, Outpatient Transportation Services, Parking
Enforcement, and Lot Monitors for healthcare facilities
across the nation. These external services are fully
compliant with state and federal regulations and exceed
essential Americans with Disability Act (ADA)
requirements and mandates.
“Mr. Hamlett, an integral part of our valet team,
truly displays the compassion and kindness we
value” ~ Staff – Chippenham Hospital, Richmond,
Virginia.
According to a recent Harvard Study of Communications,
“it only takes 7 seconds to make a first impression on
another human being”. Phrases such as, “Welcome
to...Hospital” or “Thank you for visiting…Hospital” are
tailored to every facility MHS serves. These external
services are designed to create a culture centered on
excellence, and positively impact every patient with every
encounter, while increasing customer loyalty.
15

16

17

18

19

555 Herndon Parkway
Suite 125
Herndon, VA 20170
(P) 888-220-7275
(F) 703-516-9381
www.MHS97.com