Introduction•Mayo Clinic is a non-profit medical practice and medical research group based in Rochester, Minnesota. • It employs more than 3,800 physicians and scientists and 50,900 allied health staff. • The practice specializes in treating difficult cases through tertiary care. • It spends over $500 million a year on research.

Brief History

• Founded: September 30, 1889•Mayo Clinic is the first and largest integrated not-for-profit medical group practice in the world.•William and Charles Mayo founded the clinic over 100 years ago as a small outpatient facility and pioneered the concept of a medical group practice which is widely used today.• Its operating income is invested back into the clinic’s research and education programs.

Case summary•Mayo Clinic provides exceptional medical care and leads the nation in many specialities such as cancer, heart disease, respiratory disorders, and urology.• It consistently ranks at the top of U.S. News & World Report’s best hospitals list and enjoys 85% brand recognition among U.S. adults.

Over the past 20 years,

Mayo Clinic’s success

• Complex care often requires medical experts from more than one specialty. In the latest U.S. News & World Report ranking of top hospitals, Mayo Clinic has more #1 rankings in medical specialties than any other hospital in the nation. •Our world-class experts work together, across disciplines, to provide you with whole person care that meets your exact needs.

Contd…

Contd…• Since more than 120 million people have access to Mayo Clinic through their insurance plan, you are likely to have coverage for comprehensive care when you need it. Last year, 1.3 million people from all 50 states and 143 countries chose Mayo Clinic.• President Obama often cites Mayo Clinic as a key example in health care reform.•Mayo Clinic has been recognized by third parties for decades for its independent thinking, outstanding service and performance, and core focus on patient care and satisfaction.

Contd…• By taking a different approach from most clinics and hospitals and putting a relentless focus on the patient’s experience.• By placing the patient’s interests above all others and practicing teamwork.

Every aspect of the patient’s experience is considered at Mayo Clinic’s 3 campuses.

Explain why mayo clinic is so good at customer service. Why has it been so successful practicing medicine differently from other hospitals?• The Mayo Clinic is so good at customer service because they have taken the time to invest in creating an atmosphere within their staff and employees that say that no matter what the patient interests is what will always be considered first. They keep everyone informed at all times and they maintain healthy records to better serve their patients.•Mayo Clinic is the first and largest integrated non for profit medical group practice in the world. Mayo Clinic’s core values significantly help it to be very good at customer service. These core values include giving high importance to the patients’ interests and working in teams.

Mayo Clinic Mission & Core ValuesMission• 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

Primary value• The needs of the patient come first.Value statements• These values, which guide Mayo Clinic's mission to this day, are an expression of the vision and intent of founders, the original Mayo physicians and the Sisters of Saint Francis.

Core Values•RespectTreat everyone in our diverse community, including patients, their families and colleagues, with dignity.•CompassionProvide the best care, treating patients and family members with sensitivity and empathy.• IntegrityAdhere to the highest standards of professionalism, ethics and personal responsibility, worthy of the trust our patients place in us.•HealingInspire hope and nurture the well-being of the whole person, respecting physical, emotional and spiritual needs.

Contd…• TeamworkValue the contributions of all, blending the skills of individual staff members in unsurpassed collaboration.• ExcellenceDeliver the best outcomes and highest quality service through the dedicated effort of every team member.• InnovationInfuse and energize the organization, enhancing the lives of those we serve, through the creative ideas and unique talents of each employee.•StewardshipSustain and reinvest in our mission and extended communities by wisely managing our human, natural and material resources.

Do conflicts of interest exist between wanting to make your patient happy and providing the best medical care possible? Why or why not?• In the given situation there are lots of assumptions that can be taken as it has not mentioned that, the interest of conflict is from whose end- from the management, patient, and doctor so on. •Hence on a general struggle the following is stated- In my opinion there shall be no conflict of interest in making the patient happy and giving the best medical care possible when a hospital is involved in-

1) Providing proper services , 2) Managing service quality, 3) Managing Customers Expectations.

1) Providing Proper Services: •When doctors, nurses and all the staffs are worked together, not against of one another and provide their best services, there is no chance for conflicts of interest between wanting to make patient happy and providing them best medical care. •Mayo Clinic seeks to provide support for those unable to pay for medically necessary care.

2) Managing Service Quality: • Conflicts of interest do not exist, when all the staffs, doctors and nurses are very much conscious about the quality of service of the hospital. So, hospitals must manage their service of quality to avoid these sort of problems.•Mayo’s motto: “The best interest of the patient is the only interest to be considered.”

3) Managing Customer Expectations: Conflicts of interest do not exist for making patients happy and providing best medical care, when the hospital is trying to manage its customer’s expectations. For that reason, a hospital should analyse: 1. Gap between its patients expectations and management perception,2. Gap between management perception and service quality specification,3. Gap between service quality specifications and service delivery, 4. Gap between service delivery and external Communication.

Recap• Introduction• Brief history• Case summary• Success•Questions•Mission & Core values

Thank you for your time and attention.

DisclaimerCreated by:Ramcharan Palnati, IIT Bombay,during a marketing internship by Prof. Sameer Mathur, IIM Lucknow.