Medical Center of South Arkansas

In trying to satisfy its patients, the leaders of the Medical Center of South Arkansas understand that the medical center has a challenge different from many other businesses, noting that “hospital consumers don’t want to be in the position to utilize our services.”

To meet that challenge, MCSA said, it devotes itself to the “personal touch.” As CEO Scott Street explains: “Over the last two years, we’ve enhanced our culture to be more inviting.” Among other things, that meant implementing an “LSS” policy with staff: “Look. Smile. Speak.” That applies to coworkers but it also applies to all hospital patients and visitors. The hospital seeks to ensure that when patients leave, “they’re confident that they had the best experience that they possibly can,” said Alex Bennett, executive director of business development.

The 166-bed MCSA has also worked hard to recruit specialists to its staff. Recent additions include an orthopedic trauma surgeon and an ear, nose and throat doctor. In addition, MCSA has enhanced its telemedicine capabilities, particularly important during a pandemic and particularly for a hospital that draws from a rural area, implementing tele-pulmonology and tele-neurology. “The benefit of telehealth is that hospitals like us in a rural setting, even though we’re a fairly large facility, are going to need more telehealth support,” Street said. “That is the future for a lot of hospitals in non-metro areas.”

The Medical Center of South Arkansas, an acute-care, level 3 trauma center, wants to serve as a health care hub for south Arkansas, meeting as many health care needs as possible so patients aren’t forced to leave the area. To that end, it has formed alliances with other health care providers, such as the University of Arkansas for Medical Sciences, Arkansas Heart Hospital, Arkansas Children’s Hospital and Arkansas Urology, all in Little Rock.

The coronavirus pandemic has presented more challenges, but MCSA has powered through, continuing to reinvest in its facilities, including a complete renovation and expansion of its ICU.