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Destination Medical CenterHope, Health and Hospitality

for Every Patient, Every Day

Lisa Clarke, Administrator of Destination Medical Center, Mayo Clinic

BREAKOUT SESSIONTuesday, April 8, 2014

10:15 a.m. to 11:30 a.m.

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Patient experience is broader

than the walls of the clinic

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When patients go back home, they talkabout their whole experience

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Excellent care is no longer enough

All top hospitals can be relied onto provide excellent care

Patients may choose theirhealthcare facility based on its abilityto deliver excellent service

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Rapidly changing

health care environment

U.S.demographics

Government& payer

initiatives

Rapidchanges in technology

Consumer factors

Health caremarket

forces & competition

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John H. Noseworthy, MDCEO Mayo Clinic

“Walking in patients’ shoes in today’s world –imagine and anticipate what they need”

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Mayo’s mission and values are rooted in Mayo’sgrowth over the last 150 years of health and healing

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Mayo Clinic is enhancing the whole patient experience

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That equals between 4-5 hours of free time per day.Patients do not differentiate between the two

when evaluating their overall experience

70%

of their time inthe community

of their timein the clinical setting

30%

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Our goal is to create the ideal experiencefor every person, every day

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Mayo’s contribution & economic impact

to the state of Minnesota

$9.8 billion

economic impact

$1.5 billion

tax revenue

15 million sq. ft.

capital investmentin Rochester

TOTALMINNESOTA

GDP

4% MAYO CLINIC

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Mayo is Minnesota’s largest private employer

43,000 Minnesota employeesfrom 62 counties

33,400 are Rochester employeesfrom 59 counties

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Research on the patient’s journey

in the community and inside Mayo Clinic

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Needs identified throughqualitative and quantitative research

pre-MAYO at MAYO post-MAYO

Emotional journey of the visitor

ChoosingMayo

Receivepacket

Appointments

Shopping

Family/Caregiver

EveningWeather

Follow-up

TripPlanning Travel to

Rochester

WaitingTime

LodgingSocializing

Dining WorkEntertainment

/Activities

Transportation

Impressions

WITH RESPECT TO MAYO

OUTSIDE OF MAYO

HOPE

REASON

to BELIEVE

RELIEF

(Mayo is in control)

UNCLEAR

LONG/$$

DISAPPOINTING

FRUSTRATING

I’m

TIRED

CONFUSING

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Patients want to interact

the same way they do at home

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While traveling, patients want to know their companions’ s needs are met

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DMC – connecting & integrating

with the community

Destination

Medical

Center

Rochester,Minnesota

Strengthen

destination

(visitation)

Broaden

the

experience

Heighten

service

standards

(quality)

Bolster

recruitment

& retention

Sustainable

economic

structure

Operating

& capital

structure

STRATEGIC PLAN

COMMUNITY

Invest

in talent

and

technology

Transform

the

practice

Deliver

highest-

value care

Achieve

operational

excellenceAchieve

mission-

advancing

financial

performance

Expand

our

reach

MAYO CLINICSTRATEGIC

PLAN

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SECURING MAYO’S ECONOMIC FUTURE:DMC is an unprecedented opportunity that will help secure Mayo Clinic, Rochester and Minnesota as a global destination for health care.

DESTINATION MEDICAL CENTER

OUR GOALTo provide the ideal patient, companion,visitor and communitymember experienceto become the world’s premier destinationmedical community

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A city this size cannot support the growth of Mayo Clinic –public-private partnership had to occur

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Develop plan to build out places,products and services

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Year of planning for DMC, gathering input

from community, patient, Mayo Clinic employees

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Centered around the 8 core areas

of focus on and around the Mayo Campus

SPORTS,RECREATION& NATURE

LEARNINGENVIRONMENT

HEALTH &WELLNESS

HOSPITALITY &CONVENTION

ARTS, CULTURE &ENTERTAINMENT

COMMERCIAL,RESEARCH &TECHNOLOGY

LIVEABLECITY

TRANSPORTATION

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Vision slide—showing the

downtown (similar to RDMP)

*Generally represent both Mayo Master Plan and RDMP Plan and is subject to change as the development plan is created

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DMC Program

Certified Tourism Ambassador

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DMC ServiceProton Beam Therapy

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Putting it all together

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Destination Medical Center

SPORTS,RECREATION

& NATURE

LEARNINGENVIRONMENT

HEALTH &WELLNESS

HOSPITALITY &CONVENTION

ARTS, CULTURE& ENTERTAINMENT

COMMERCIALRESEARCH

& TECHNOLOGY

LIVEABLE CITY

TRANSPORTATION

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Discussion