In the ever-changing world of American healthcare, hospitals face numerous challenges from shifting demographics to increased patient expectations and tight financial margins. For leaders like Cliff Megerian, MD, CEO of Cleveland-based University Hospitals, success comes down to three priorities: growth, culture, and redefining patient care through hospitality.
For an organization that spans 21 hospitals across 22 counties in Northeast Ohio and manages a $6.4 billion health system, focusing on a welcoming, patient-first approach isn’t just good service it’s a powerful competitive advantage in today’s consumer-driven healthcare market.
At VisaMadeEZ, we recognize how strategies like these tie directly into another top priority for U.S. healthcare systems attracting and retaining skilled nursing talent, including internationally trained nurses. As patient volumes grow and staffing shortages persist, hospitals that can marry exceptional patient experience with strong workforce planning will be the ones that thrive.
Hospitality in Healthcare: A Game-Changer for Patient Loyalty
When asked to name a defining accomplishment, Dr. Megerian points to his team’s push to create a world-class patient and customer experience built on the belief that patients are more than just patients. They’re guests, friends, and valued members of a healing community.
University Hospitals launched a comprehensive training program for nearly 33,000 full-time employees plus part-time and PRN staff focused on:
- Communication skills
- Emotional intelligence
- Service recovery (for those moments when things don’t go perfectly)
From a patient calling central scheduling to someone being greeted in the hospital hallway, the experience always starts with how they’re treated. The results speak for themselves a 6-point improvement in caller sentiment in just a few months.
Technology is also playing a role:
- 70% of patients have activated UH MyChart
- 39% year-over-year growth in online appointment scheduling
- Follow-ups scheduled before a patient leaves the clinic to create a seamless care journey
For healthcare organizations especially those working to integrate international nurses into their workforce training and culture-building programs like these are critical. They ensure that every staff member, no matter where they were trained, delivers care in a way that builds trust and loyalty.
The Power of Connection: Why Trust Drives Better Outcomes
In today’s environment, patients have choices and they increasingly select hospitals based on how they feel during their visit. Simple but powerful initiatives, like University Hospitals’ “10-5 Rule” (eye contact within 10 feet, a verbal greeting within 5 feet), make a significant impact on patient satisfaction.
Doctors are encouraged to sit at the bedside during conversations, fostering warmth and empathy. Studies, like those in Compassionomics, confirm what many caregivers already know trust improves patient adherence and health outcomes.
For U.S. hospitals, creating this kind of culture becomes even more important with a diverse healthcare workforce, which often includes nurses from the Philippines, India, Africa, and the Caribbean. When properly integrated and trained, internationally educated nurses can deliver world-class care while helping meet America’s growing demand for skilled medical professionals.
Navigating Demographic and Financial Pressures
Like many U.S. cities, Cleveland’s healthcare market is seeing a rapid increase in Medicare patients due to an aging population, while growth in commercially insured patients is slowing. This shift impacts *hospital revenue models, making efficiency, throughput, and operational excellence top priorities.
University Hospitals has implemented weekly “revenue and expense cabinets” to reduce redundancies, optimize billing practices, and improve cost efficiency. Their participation in the Medicare Shared Savings Program (MSSP) has reduced per-member costs from $12,200 to $9,870, all while maintaining a 95.6% quality score.
For healthcare administrators, these financial realities reinforce the need for creative workforce solutions. With a sustained nursing shortage in the U.S., recruiting globally and navigating work visa and green card processes for international nurses is becoming a strategic necessity.
What This Means for Healthcare Staffing & International Recruitment
Dr. Megerian’s leadership shows that culture and workforce planning go hand-in-hand. As hospitals continue to experience nursing shortages, bringing in skilled international nurses through U.S. work visas or employment-based green cards is one of the most reliable ways to fill critical roles without compromising patient care quality.
At VisaMadeEZ, we partner with hospitals, nursing homes, and healthcare systems nationwide to:
- Secure work visas for internationally educated nurses
- Provide immigration law support throughout the hiring process
- Ensure healthcare organizations remain fully staffed to meet patient demand
By combining *hospitality-focused training* with a diverse, globally sourced workforce, organizations can deliver the kind of patient experience that builds lifetime loyalty while ensuring operational and financial sustainability.
Final Takeaway: Whether it’s implementing a “10-5 rule” to make patients feel welcome or creating teams that include internationally trained nurses, the future of healthcare belongs to organizations that put people first both patients and staff. With the right immigration and staffing strategy, hospitals can not only meet workforce demands but also set new standards for compassionate, world-class care.
VisaMadeEZ Helping U.S. Healthcare Systems Hire the Best International Nurses
Contact us today to learn how we can help your organization bring top international nursing talent to the U.S.
