MAYO

E X C L U S I V EC A S E S T U D Y

ON

CLINIC

AN

OV E R V I EW1 . ABOUT

2 . PRIMARY VALUE

3 . CAMPUS

4 . CORE VALUES

5 . AD-CAMPAIGNS

6 . EVENT CONDUCTED

7 . TOP RANKED

8 . QUESTIONS

9 . SUMMARY

10 . THANK YOU

A BO U T

Mayo Clinic is a nonprofit medical

practice and medical research

group based in Rochester,

Minnesota.

William and Charles Mayo founded

the clinic over 100 years ago.

P R I M A R Y V A L U E S

"The needs of the patient come first"

This has guided Mayo’spractice throughout its history

and at every Mayo campus

C A M P U S

M I N N E S O T A

F L O R I D A

A R I Z O N A

So What Makes

It Different?......

PATIENT CARE

Patients are welcomed by professional greeters

Returning patients are greeted by name and with awarm smile

ENVIRONMENTThe buildings have been designed so that, in the

words of the architect of one, “patients feel a littlebetter before they see their doctors.”

The lobby of the Mayo Clinic hospital in Scottsdalehas an indoor waterfall and a wall of windows

overlooking mountains.

INTERIORS

Fine art hangs on the walls, and doctor’s offices are designed to feel cozyand comforting rather than sterile and impersonal.

In pediatric exam rooms, resuscitation equipment is hidden behind a largecheery picture.

Hospital rooms feature microwave ovens and chairs that really do convertto beds because, as one staff member explained,

TEAMWORK

Teams of medical professionals work together to diagnose patients’medical problems

Debating test results for hours to determine the most accuratediagnosis and best treatments.

Mayo’s doctors are put on salary instead of beingpaid by the number of patients seen or tests ordered, so that physicians

work together instead of againsteach other.

Patient'sInvolvement

Doctors demand patient's opinion ondiagnosis. This helps them get involved and

remain cheerful.

Patients are encouraged to take part in thediscussion

IntegratingPractice,Education andResearch

All its operating income is investedback into the clinic’s researchand education programs.

Breakthrough research is quicklyimplemented.

L E A R N I N G T O L E A D

" S T U D E N T S S T U D Y A T M A Y O

C L I N I C F O R O N E S I M P L E R E A S O N :

T H E Y W A N T T O P R O V I D E T H E

B E S T C A R E P O S S I B L E T O

P A T I E N T S "

1. Mayo Medical School2. Mayo Graduate School

3. Mayo School of Graduate MedicalEducation

4. Mayo School of Health Sciences5. Mayo School of Continuous

Professional Development

EVENTSCONDUCT-ED

Ad- Campaigns

Top RankedMore Often

For more than 20 years, Mayo Clinic has led theway in U.S. News & World Report rankings, with

more No. 1 ranked specialties than any otherhospital in the nation.

Mayo Clinic also remains top-ranked in qualitymore than any other health care organization by

independent services like UHC QualityLeadership Award, Leapfrog’s Top Hospital list,

Nursing Magnet Recognition Program, consumerReports and American College of Surgeons.

1. Explain why Mayo Clinic is so good at customerservice. Why has it been so successful practicing

medicine differently from other hospitals?

The Key Points Are:

(1) Patient Care(2) Teamwork

(3) Non-Profit Organization(4) Patient's Involvement

(5) Ambience(6) Interior Decoration

(7) Integrating Practice, Education and Research

Questions?....

2. Do conflicts of interest exist between wanting tomake your patient happy and providing the best medical

care possible? Why or why not?

I don't think there is any serious conflict.Firstly, making your patient happy is more or less a long processbecause the whole process of treatment is long. Of course, here

the assumption is that patient is happy after his treatment.

And secondly, here as providing the best medical care is likeachieving a short term goal where patient may feel a bit more

pain but atleast he can be convinced and prepared for it.

Let's RecapMayo Clinic is the first and largest integratednot-for-profit medical group practice in theworld. Mayo’s motto: “The best interest of thepatient is the only interest to beconsidered.”Mayo Clinic has been recognized by 3rdparties for decades for its independentthinking, outstanding service andperformance, and core focus on patient careand satisfaction.Mayo Clinic offers hope to patients throughour extensive range of clinical researchtrials and uses individualized andregenerative medicine to provide expertwhole person care. Customers’ expectations play a critical rolein their service experiences and evaluations.Companies must manage service quality byunderstanding the effects of each serviceencounter.

Thank you.Created By:Suyash Karkare IITK