Better Business Bureau Report for
Memorial Hermann Healthcare System

Better Business Bureau Report issued January 2012
Better Business Bureau Report expires January 2013


Does not meet one or more standards
This charity does not meet one or more of the 20 standards for Charity Accountability. Find out more...


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Charity Contact Information

Name: Memorial Hermann Healthcare System
Address: 929 Gessner
  Houston, TX 77024
Phone: 713-242-4400
Web Address: www.memorialhermann.org
Also known as:Memorial Hermann Medical Group
Memorial Hermann Katy
Memorial Hermann The Woodlands
Memorial Hermann Sugar Land
Memorial Hermann Hospital System
Memorial Hermann Foundation
Memorial Hermann Memorial City
Memorial Hermann Northeast
Memorial Hermann Southeast
Memorial Hermann Southwest
Memorial Hermann Northwest
TIRR Memorial Hermann
Children’s Memorial Hermann Hospital
Memorial Hermann - Texas Medical Center
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Better Business Bureau Comments

Year, State Incorporated: 1982, Texas
Affiliates: None
Stated Purpose: Memorial Hermann Healthcare System's Mission is a not-for-profit, community-owned, healthcare system with spiritual values dedicated to providing high quality health services in order to improve the health of the people in Southeast Texas.

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Evaluation Conclusions

               

Memorial Hermann Healthcare System does not meet the following Standard for Charity Accountability.

Standard 20: Complaints - Respond promptly to and act on complaints brought to its attention by the BBB Wise Giving Alliance and/or local Better Business Bureaus about fund raising practices, privacy policy violations and/or other issues.

Memorial Hermann Healthcare System does not meet this Standard because it has one unresolved complaint.
Memorial Hermann Healthcare System meets the remaining 19 Standards for Charity Accountability.
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Programs

               

This organization provides the following health care institutes, programs and services to the community: Mischer Neuroscience Institute, Heart & Vascular Institutes, Prevention and Recovery Center (PaRC), Cardiovascular Services, Robotics, Neurology, Nuerosurgery and Neurorehabilitation, Cancer Services, Gamma Knife Radiosurgery, LifeFlight®, Level One Trauma, Orthopedics and Sports Medicine, Transplants, Pediatrics, Outpatient Services. Memorial Hermann saw a total of 1,268,751 patients in the Fiscal Year ending June 30, 2009. This includes 134,248 inpatient admissions for the Memorial Hermann acute care hospitals; 61,355 outpatient surgery patients; 634,826 outpatient diagnostic and therapeutic visits; 411,591 emergency department patients; and 26,731 deliveries.

For the fiscal year ended June 30, 2010, Memorial Hermann Healthcare SystemMemorial Hermann Healthcare System 's program expenses were:

  
2,897,488,186
Total Program Expenses: $2,897,488,186
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Governance

               

Chief Executive : Dan Wolterman, President & CEO
Compensation*:
 $1,800,000

Chair of the Board: Robert G. Croyle
Chair's Profession / Business Affiliation: Retired, self employed

Board Size: 15

Paid Staff Size: 20000

*Compensation includes annual salary and, if applicable, benefit plans, expense accounts, and other allowances.
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Fund Raising

               

Method(s) Used:

direct mail, invitations to fund raising events, grant proposals, internet
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Tax Status

               

This organization is tax-exempt under section 501(c)(3) of the Internal Revenue Code. It is eligible to receive contributions deductible as charitable donations for federal income tax purposes.
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Financial

               

The following information is based on Memorial Hermann Healthcare SystemMemorial Hermann Healthcare SystemMemorial Hermann Healthcare SystemMemorial Hermann Healthcare SystemMemorial Hermann Healthcare System 's audited financial statements - combined for the fiscal year ended June 30, 2010.

Source of Funds  
Net patient service revenue 3,234,923,000
Other revenue 110,186,000
Total Income $3,345,109,000


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Uses of Funds as a % of Total Expenses

Programs: 89%  Fund Raising: Less than 1%  Administrative: 11% 

Total income   $3,345,109,000
  Program expenses $2,897,488,186
  Fund raising expenses 1,293,002
  Administrative expenses 351,488,812
 
Total expenses   $3,250,270,000
Income in Excess of Expenses   94,839,000
Beginning net assets   1,509,415,000
Ending net assets   1,663,440,000
Total liabilities   2,445,211,000
Total assets   $4,115,833,000


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Complaints

               

66 complaint(s) closed with BBB in the last 3 years. 22 complaint(s) closed in the last 12 months.

These complaints have been classified as:

  • 50 complaint(s) involving Billing/Collection Issues
  • 16 complaint(s) involving Problems with Product/Service

These complaints were resolved as:

  • Complaint resolved with BBB assistance (62 complaints)
  • The business failed to resolve the complaint issues (1 complaint)
  • BBB found business made good faith effort to resolve complaint but customer not satisfied with business response (3 complaints)
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An organization may change its practices at any time without notice. A copy of this report has been shared with the organization prior to publication. It is not intended to recommend or deprecate, and is furnished solely to assist you in exercising your own judgment. If the report is about a charity and states the charity meets or does not meet the BBB Standards for Charity Accountability, it reflects the results of an evaluation of information and materials provided voluntarily by the charity. The name Better Business Bureau is a registered service mark of the Council of Better Business Bureaus, Inc.

This report is not to be used for fund raising or promotional purposes.

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