ABOUT-• 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.

• It provides exceptional medical healthcare and leads in many specialities like cancer, heart diseases and respiratory disorders.

ACHIEVEMENTS• Mayo is undoubtedly at the

pinnacle in health care systems across United States of America.

• Was ranked as the #1 overall hospital in the United States by U.S. News & World Report.

• Mayo Clinic, Rochester, was ranked in the top 10 in all but one of 16 specialties

THE PATHWAY TO SUCCESS

Okay wait! , But what actually got them here?

THE CORE VALUES! •  The primary

statement of the organization is that "the needs of the patient come first."

• SERVICES ARE INTANGIBLE, INSEPERABLE, VARIABLE AND PERISHABLE.•GREAT AMBIENCE•WARM AND WELCOMING STAFF MEMBERS

THE EMERGENCY MEDICAL HELICOPTER WAS CUSTOMIZED FOR HIGH TECH MEDICAL EQUIPMENT!

“The buildings have been designed so beautifully that patients are bound to feel better even before they see the doctors.”- Architects

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

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

Mayo Clinic is a non-for-profit clinic so all its operating income is invested back to research and education programs.

President Obama often cites Mayo as a key example in healthcare industry. Mayo Clinic has been recognized by third parties for decades for its independent thinking and performance.

RESEARCH

• Mayo Clinic researchers contribute to the understanding of disease processes, best clinical practices, and translation of findings from the laboratory to the clinical practice.

EDUCATION• Mayo Clinic opened the doors of its own

medical school (Mayo Medical School) in Rochester, which is known for its contributions in the medical field. Also, Mayo Clinic established its graduate school (Mayo Graduate School) in 1989, to educate biomedical sciences PhD and Master students.

INNOVATION• Mayo Clinic has adopted

more than 15,000 mobile devices from Apple for patient care; including the iPad and iPhone. Mayo Clinic then created an app for these devices called Synthesis Mobile which integrated hundreds of their health systems. Other apps were also created for Mayo Clinic Care Network members that assists patients with seeing their medical records or asking clinicians for assistance.

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 include giving high importance to the patients’ interests and working in teams. In addition to these core values, some other aspects of its business helping it to be very good at customer service are speed, environment of comfort and tradition, professional individuals, cozy private cabins of doctors etc. Mayo Clinic’s has been so flourishing exercising medicine in a different way from other hospitals, due to the different approach of its founders.

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 lot of assumptions that can be taken as it has not mentioned that the interest of conflict is from who's end from the management, patient, doctor etc. Hence on a general vies 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 as one is a micro aspect and other is the macro aspect of looking at the given situation. The macro aspect is to give the best medical care to the patient.

SUMMARY• Largest integrated not-for-profit health clinic.• Impact due to core values.• All money utilized within the firm for R&D and

Education.• Newest Technologies and Innovations incorporated.• Intangible and variable services.• Customers needs are always considered a priority.• Top quality staff and management committee.

DISCLAIMERTHIS CASE STUDY WAS COMPILED IN MARKETING MANAGEMENT INTERNSHIP COURSE UNDER THE GUIDANCE OF PROF. SAMEER MATHUR(IIM Lucknow)

• By – Simarpreet Singh Chawla• Thapar University(2nd Year)