Welcome to our Presentation on Mayo Clinic

Prepared By Group No: 23

No, this isn’t a resort!What do you think this building can be?

A Five Star HotelPrime minister’s houseA resort

Introduction• Mayo Clinic is the world’s first & largest integrated not-for- profit medical group

practice.• It spends over $500 million a year on research.• It employs more than 3,800 physicians and scientists and 50,900

allied health staff. • It has three campuses, one school & limitless opportunities.

1. Rochester, Minnesota 3. Jacksonville, Florid

2. Phoenix and Scottsdale, Arizona . 4. Mayo Clinic Health System

Founded: September 30, 1889

• Its operating income is invested back into the clinic’s research and education programs.

Mayo Clinic is the first and largest integrated not-for-profit medical group practice in the world

William and Charles Mayo founded the clinic as a small outpatient facility and pioneered the concept of a medical group practice which is widely used today.

Brief History

Specialties

• Heart diseases

• Cancer• Respirator

y disorders• Urology

Do you know how did a relief rehab, turn into a multi-national

healthcare center?

It was possible because they combined their mission with their marketing strategy

Cont’d……

Mission of Mayo Clinic:To inspire hope and contribute to health and well-being by providing the best care to every patient through integrated clinical practice, education and research.

Thus, the company aligned its marketing strategies, and services management to go with the mission of the company. Thus avoiding any conflict between the two.

Cont’d……

• Mayo Clinic has been able to have competitive advantage over its competitors owing to its great customer service,great technological research and marketing strategy.

Cont’d……

Core Values of Mayo Clinic• Patient’s interests are placed above

all and • Practicing teamwork.Their patients have always been

satisfied with their services.

CUSTOMER SERVICECustomers’ happiness are considered as

prime targets:• Respect: Everyone at Mayo Clinic is treated with

dignity and care• Excellence: Best outcome is declared with the best

efforts by everyone• Compassion: Patients are treated with sensitivity and

empathy.• Innovation: Better services provided by creative ideas

and unique talents of employees

Doctor’s offices are designed to feel cosy and comforting.

Artwork, Waterfalls, beautiful lobbies- All of these for a calm and soothing feel.

Cont’d……

New patients are given a warm welcome. Staff is friendly and treat their patients with

care and love.

Cont’d……

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If surgery is necessary, procedure is often scheduled within 24 hours, in contrast to long term waiting in other hospitals.

The emergency medical helicopter was customized for high tech medical equipment!

A patient can come to Mayo Clinic with or without physician’s referral.

Teamwork:

Mayo Clinic strongly believes the needfor teamwork, and values the contribution of allemployees in unsurpassed collaboration

For each patient, a team of all specialists is assembled. Together they diagnose the medical problems to determine the most accurate diagnosis. Also, the best treatment!

They design beautiful buildings, to make their patients feel better.The 21 floor building in Rochester has wide-open spaces.

Customers get individual attention from the doctors. How?The doctors here are put on salary. So the number of patients they see doesn’t matter! They can spend as much time as they want.

All their operating income is invested back into the clinic’s research and education programs.Mayo’s clinic offers educational programs through its 5 schools.

Breakthrough research is quickly implemented into quality care of the patients.

Innovation in social media usage

Mayo Clinic innovated on the usage of social media,for branding:Youtube: Mayo Clinic explains about all the existing, healthcare technology, and the upcoming healthcare technology, and all about their treatments and cures on youtube. It also regularly adds the customer reviews to ensure people listen to them.

Facebook: Mayo Clinic posts engaging content, every few hours, about patients who were once treated by them, so as to increase customer engagement on social media.

ACHIEVEMENTS1. In 2011, Mayo Clinic, Rochester, was ranked as the #3 overall hospitalthe United States by U.S. News & WorldReport. A total of 4,825 hospital

s were considered and ranked in 16 specialties 2. Was ranked as the #1 overall hospital in the United States by U.S.

News & World Report.3. In The Honor Roll of Best Hospitals 2016-17, Mayo Clinic has ranked

first with points 418.

Question- 1:Explain why Mayo Clinic is so good at consumer service. Why has it been so successful practicing medicine differently from other hospitals?

Mayo Clinic Mayo Clinic’s core values significantly help it to be very good at customer service. These core values are as follows:

• Patients experience is considered in every aspect.• It has special system to welcome and farewell the patients. New patients are

welcomed by professional greeters who walk them through administrative process. When they go to hospital, they are also greeted warmly by their name and with smile.

• Buildings are designed in a way so that patients will feel better even before they see the doctor.

• Doctor’s offices are designed to feel cozy and comforting rather than sterile and impersonal.

• They have emergency medical helicopter with specialized equipment which is one of the advanced helicopter in the world.

• It has arrangements of getting quick medical service. Patients can have surgery within 24 hours of the diagnosis if necessary.

• Another reason is the special teamwork for serving the customer.

Question-2: Do conflicts of interest exist between wanting to make your patient happy and providing the best medical care possible? Why or why not?

Yes, there exists conflict of interest between wanting to make their patient happy and providing the best medical care. The situations are: 

• When patients want better service but they don’t want to expend much money to get the best service.

• When doctors, nurses and all the staffs are against of one another.• If physicians persuade to make decisions that could benefit them personally and financially.• When the physicians and staff of Mayo Clinic don’t receive any royalties or incentives for

any innovations or technology developed conflict may arise• When process of treatment is long. • If Patients don’t not want a certain kind of prescription or treatment but doctors have to

recommend it.• If a diversity synergy is not created• Criticism on researches and innovation by competitors and other authority officials

In conclusion, we can say that conflicts of interest exist between wanting to make patient happy and providing the best medical care possible due to the above mentioned reasons.

Thank you for your time and attention.