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Case Study: Mayo Clinic

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Case Study: Mayo Clinic

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A presentation on Mayo Clinic's nonprofit medical practice and medical research group. This case is taken from Marketing Management Book by Kotler (Marketing Excellence)

A presentation on Mayo Clinic's nonprofit medical practice and medical research group. This case is taken from Marketing Management Book by Kotler (Marketing Excellence)

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Case Study: Mayo Clinic

  1. 1. Introduction • MayoClinicis a non-profitmedicalpractice and medicalresearch group based inRochester, Minnesota. • It employs more than 3,800 physicians and scientists and 50,900 allied healthstaff. • The practice specializes in treatingdifficultcases throughtertiary care. • It spends over $500 milliona year on research.
  2. 2. Brief History • Founded: September 30, 1889 • Mayo Clinicis the first and largest integratednot-for-profit medical group practicein the world. • William and Charles Mayo foundedthe clinic over 100 years ago as a small outpatientfacility and pioneered theconcept of a medicalgroup practice which is widely used today. • Its operating income is invested back into theclinic’s research and education programs.
  3. 3. Case summary • Mayo Clinicprovides exceptionalmedical care and leads thenationin many specialitiessuch as cancer, heartdisease, respiratory disorders, and urology. • It consistentlyranks at the top of U.S.News&WorldReport’sbest hospitals list and enjoys 85% brand recognition amongU.S. adults.
  4. 4. Over the past 20 years,
  5. 5. Mayo Clinic’s success • Complexcare oftenrequires medical experts from more than onespecialty. In the latestU.S. News & World Report ranking of top hospitals, Mayo Clinichas more #1 rankingsin medical specialties thanany other hospital in thenation. • Our world-class experts work together, across disciplines, to provide you with whole person care thatmeets your exact needs.
  6. 6. Contd…
  7. 7. Contd… • Since morethan120millionpeoplehave access toMayo Clinicthrough their insurance plan,you are likelytohave coverage for comprehensivecare when you need it.Lastyear, 1.3millionpeoplefromall50 statesand 143 countrieschose MayoClinic. • PresidentObama oftencites MayoClinic as akeyexamplein healthcare reform. • MayoClinic has been recognizedby thirdparties fordecadesforits independent thinking,outstandingservice andperformance,and core focus on patientcareand satisfaction.
  8. 8. Contd… • By takinga different approach from most clinics and hospitals and puttinga relentless focus on the patient’s experience. • By placing thepatient’s interests above all others and practicing teamwork.
  9. 9. Every aspect of the patient’s experience is considered at Mayo Clinic’s 3 campuses.
  10. 10. Explain why mayo clinic is so good at customer service. Why has it been so successful practicing medicine differently from other hospitals? • The Mayo Clinicis so good at customer service because they have taken thetime to invest in creating an atmosphere withintheir staffand employees thatsay that no matter what thepatientinterests is whatwill always be considered first. They keepeveryone informedat all timesand they maintainhealthyrecords to better serve their patients. • Mayo Clinicis the first and largest integratednon for profit medical group practice in the world. Mayo Clinic’s core values significantlyhelp it to be very good at customer service. These core values includegiving highimportance to thepatients’ interestsand working in teams.
  11. 11. Mayo Clinic Mission & Core Values Mission • To inspire hope and contribute to healthand well-beingby providing the best care to every patientthrough integratedclinical practice, education and research Primaryvalue • The needs of the patientcome first. Value statements • These values, which guide Mayo Clinic'smissionto thisday, are an expression of the vision and intentof founders,the original Mayo physicians and theSisters of Saint Francis.
  12. 12. Core Values • Respect Treat everyone inour diverse community,includingpatients,their familiesand colleagues, withdignity. • Compassion Provide thebest care, treatingpatients and familymembers withsensitivity and empathy. • Integrity Adhere to the higheststandards of professionalism, ethicsand personal responsibility, worthy of thetrust our patientsplace in us. • Healing Inspire hope and nurture thewell-beingof the whole person, respecting physical, emotional and spiritual needs.
  13. 13. Contd… • Teamwork Value the contributionsof all, blendingthe skills of individual staffmembers in unsurpassed collaboration. • Excellence Deliver the best outcomes and highestquality service through thededicated effort of every team member. • Innovation Infuseand energizethe organization, enhancingthe lives of thosewe serve, through the creative ideas and uniquetalentsof each employee. • Stewardship Sustainand reinvest in our mission and extendedcommunitiesby wiselymanagingour human,naturaland material resources.
  14. 14. 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 situationthere are lots of assumptionsthatcan be takenas it has not mentionedthat, theinterestof conflictis from whose end- from themanagement, patient,and doctor so on. • Hence on a generalstruggle thefollowing is stated-In my opinion there shall beno conflict of interestin makingthe patienthappy and giving thebest medicalcare possible whena hospital is involved in- 1) Providing proper services , 2) Managingservice quality, 3) ManagingCustomers Expectations.
  15. 15. 1) Providing Proper Services: • Whendoctors, nurses and allthe staffsare worked together,not againstof one anotherand provide their best services, thereis no chance for conflicts of interest betweenwantingto makepatienthappy and providing thembest medicalcare. • Mayo Clinicseeks to provide support for thoseunableto pay for medically necessary care.
  16. 16. 2) Managing Service Quality: • Conflictsof interestdo not exist, whenall thestaffs, doctors and nurses are very muchconscious about thequality of service of the hospital. So, hospitals must managetheir service of quality to avoid thesesort of problems. • Mayo’s motto: “The best interest of thepatientis theonly interest to be considered.”
  17. 17. 3) Managing Customer Expectations: Conflicts of interestdo not exist for makingpatientshappy and providing best medical care, when thehospital is trying to manageits customer’s expectations. For thatreason, a hospital should analyse: 1. Gap betweenits patientsexpectationsand managementperception, 2. Gap betweenmanagement perceptionand service quality specification, 3. Gap betweenservice quality specifications and service delivery, 4. Gap betweenservice delivery and external Communication.
  18. 18. Recap • Introduction • Brief history • Case summary • Success • Questions • Mission & Core values
  19. 19. Thank you for your time and attention.
  20. 20. Disclaimer Created by: RamcharanPalnati, IIT Bombay, during a marketinginternshipby Prof. Sameer Mathur, IIM Lucknow.

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