Running Head: QUALITY IMPROVEMENT PLAN 1 QUALITY IMPROVEMENT PLAN 12 Quality Improvement Plan; Mayo Clinic Introduction Quality in the healthcare organisation is of paramount importance. This is not only for the purpose of ensuring that more customers are attracted to the business but also to make sure that the services being offered comply with the standard that are required for medical practitioners. Quality in mayo clinic is realised through various ways in accordance with the services that are offered. Each personal work strives to ensure that quality medical services are offered. Mayo clinic is a healthcare facility that offers medical services at a fee. People who attend the facility come with the hope of getting quality services they are paying for; this is the driving force of the facility- to ensure that quality services are offered. With the above being said, the purpose of this paper is to evaluate quality improvement for conflict in mayo clinic caused by diversity of cultures. Description of the environment and the departments of mayo clinic Mayo clinic is located in different parts of the United States of America, with over 3300 physicians, researchers and other professionals sharing expertise to empower its clients. Being among one of the renowned healthcare organizations, mayo clinic is not without its own weaknesses. Many of these weaknesses as presented in the SWOT analysis were obtained from the interview conducted in this environment (Bauer, Kermott, Millman, & Mayo Clinic, 2017). The objective of this healthcare organization is to provide quality services in order to attract more customers seeking for services. Therefore, seeking quality plans to counter the possible weaknesses arising in the departments is inevitable. In order to embrace the tradition of providing quality in all areas, such as the effectiveness of Medicare program, mayo clinic utilizes the department ad centres for research (Bauer, Kermott, Millman, & Mayo Clinic, 2017). Irrespective of the various challenges this healthcare organization go through, its belief that quality improvement is an endless task makes it moving. The research department and centres always endeavour to identify every possible gap in health care provisions going on in the different departments as a foundation of solution seeking. The services offered in mayo clinic ranges from consumer services to business services. For the former, this healthcare organization offers health living programs, book and related programs, health letter for future reference, gift shop and mayo clinic voice apps which helps the customers to get health services in a convenient way using technological means (Bauer, Kermott, Millman, & Mayo Clinic, 2017). On the other hand, business services offered by this healthcare organization include medical laboratory services and Global business solutions. In regard to the equipment being used at mayo clinic, the belief is that provision of care to patie ...

1. Running Head: QUALITY IMPROVEMENT PLAN 1
QUALITY IMPROVEMENT PLAN 12
Quality Improvement Plan; Mayo Clinic
Introduction
Quality in the healthcare organisation is of paramount
importance. This is not only for the purpose of ensuring that
more customers are attracted to the business but also to make
sure that the services being offered comply with the standard
that are required for medical practitioners. Quality in mayo
clinic is realised through various ways in accordance with the
services that are offered. Each personal work strives to ensure
that quality medical services are offered. Mayo clinic is a
healthcare facility that offers medical services at a fee. People
who attend the facility come with the hope of getting quality
services they are paying for; this is the driving force of the
facility- to ensure that quality services are offered.
With the above being said, the purpose of this paper is to
evaluate quality improvement for conflict in mayo clinic caused
by diversity of cultures.
Description of the environment and the departments of mayo
clinic
Mayo clinic is located in different parts of the United States of
America, with over 3300 physicians, researchers and other
professionals sharing expertise to empower its clients. Being
among one of the renowned healthcare organizations, mayo
clinic is not without its own weaknesses. Many of these
weaknesses as presented in the SWOT analysis were obtained
from the interview conducted in this environment (Bauer,

2. Kermott, Millman, & Mayo Clinic, 2017). The objective of this
healthcare organization is to provide quality services in order to
attract more customers seeking for services. Therefore, seeking
quality plans to counter the possible weaknesses arising in the
departments is inevitable.
In order to embrace the tradition of providing quality in all
areas, such as the effectiveness of Medicare program, mayo
clinic utilizes the department ad centres for research (Bauer,
Kermott, Millman, & Mayo Clinic, 2017). Irrespective of the
various challenges this healthcare organization go through, its
belief that quality improvement is an endless task makes it
moving. The research department and centres always endeavour
to identify every possible gap in health care provisions going on
in the different departments as a foundation of solution seeking.
The services offered in mayo clinic ranges from consumer
services to business services. For the former, this healthcare
organization offers health living programs, book and related
programs, health letter for future reference, gift shop and mayo
clinic voice apps which helps the customers to get health
services in a convenient way using technological means (Bauer,
Kermott, Millman, & Mayo Clinic, 2017). On the other hand,
business services offered by this healthcare organization include
medical laboratory services and Global business solutions.
In regard to the equipment being used at mayo clinic, the belief
is that provision of care to patients in a familiar environment
enhances comfort and consequently the process of healing. This
is also seen as a cost effective alternative of hospitalization.
Therefore, the equipment used in this healthcare organization
comprises of home equipment and hospital ones (Wongrukmit &
Thawesaengskulthai, 2014). The home equipment which is also
known as supportive devices to Medicare programs include
Breast pumps, canes, crutches, compression stockings, and aids
to daily living. This equipment is offered through the Mayo
clinic store and staffs are available to answer different
questions, make provision for timely services and delivery using
this equipment. All of this are pointing towards the ultimate

3. goal set by this healthcare organization which is to enhance
quality using every possible means available and convenient to
the customers and the environment at large.
Purpose
The main purpose of this quality improvement management plan
is to find different ways to ensure that the quality of services
we are delivering is in alignment with the mission of the facility
while the other main purpose is to provide assurance of
excellence in the quality and safety of the services being
offered (Trusko, 2010). Similarly, the stakeholders in charge of
the management team are committed to making sure that
services offered are able to improve the health conditions of all
patients that seek medical attention at the Mayo clinic.
Moreover, the quality management plan is aimed at making sure
the equipment used at the facility are of high standards and can
achieve the best required result when they are used in
addressing the medical conditions of every patient.
Scope of the quality management plan
The plan will only cover the services that are offered in
Mayo Clinic. These include all the services from the
management level to the subordinate level. More concentration
will be channelled to the core business of the facility which is
to offer medical services to the clients. Without proper
management, other services in the facility will be compromised;
therefore, management will be in charge of ensuring that the
quality plan is implemented in all areas of the facility.
The plan of tackling the main issue in the facility will be
one targeted at ensuring that quality is realized in every
department especially the departments dealing with specialized
medical conditions, services will be offered by experienced
medical practitioners while ensuring that quality result is the
ultimate goal. Scope also will not leave out non-medical
services that patients will enjoy during their stay which include
quality food, conducive environment free from disturbances,
and the best attendants when they require some attention outside
the medical context.

4. Goals of the quality management plan
The quality management plan will be one directed towards
achieving the goal that leads to the realisation of quality
services in the organization (Trusko, 2010). The goals and
objective of the plan will be:
· To identify clinical services, member safety, and health issues
that are of importance to the clients of the facility.
· To find out the opportunities for improvement within the
clinical, behavioural health, services and clients’ area of safety.
· To ensure that patients with disability get allocation of
clinical resources.
· To ensure the information across the facility is shared and
distributed to the customers, practitioners and members with a
lot of transparency as possible.
· Ensuring that qualified medical practitioners are properly
networked to ensure that they provide services at the time they
are required to do so.
· To identify, develop and improve safety of medical and
behavioural healthcare and services that are provided to the
customer. This will be done in order to promote:
· The reduction of medical and medication errors.
· The act of monitoring member-safety data over time.
· Tracking, trending and making analyses of the clients’
complaints in order to provide environment that is satisfying
and free of hazards.
Aspects of a quality management plan in a healthcare
organization
The quality management plan in a healthcare organization
has features that are unique and fit the context. These aspects
are common to healthcare facilities. The management plan has
the following aspects:
· The plan mainly covers the area that the healthcare
organization is majorly lacking which is the provision of quality
medical health services.
· The plan considers management as another feature in it that is
in line with the provision of services in a way that is in order

5. with the requirements of the regulating bodies and medical
standards.
· The plan also covers areas that are not directly linked with the
provision of healthcare services but directly affects clients and
may lead to serious health complication if not attended to.
These include the safety of the patients, the
surrounding/environment the patient is and the food that the
patients might be provided while he or she is under medication.
· The plan has aspects which include medical equipment that
will used to enhance every patient’s condition or be used as
treatment aid.
· The plan also has aspects included in it that is about the drugs
that are used for treatment. In order to achieve a quality result,
the drugs should be ones recommended and approved by the
drugs board. Also the way they are stored and used should
follow proper highest standards of cleanliness, free from
damage and pollution.
SWOT analysis of Mayo clinic
Just like any business, healthcare organisations also experience
their own problems. Assessments can be conducted to help in
the identification of problems that might be existing in the
healthcare organisation and doing this, various methods can be
used (Lifvergren & Bergm, 2012). One of the methods that can
be used is the SWOT analysis. Swot analysis allows for the
assessment of an organisation from a neutral point of view.
Using this method, a detailed analysis of an organisation’s
strengths, weaknesses, opportunities and threats are done.
Therefore, this method will be used in the assessment of mayo
clinic in order to identify the problematic areas that need
improvements. While doing the assessment, our focus will be on
quality of service that should be offered.
Strengths:
The strength of the Mayo clinic mainly lies on the attention that
is given to research and educational activities. This has led to
high quality services when it comes to identifying what ails a
patient. The facility is able to perform this through the use of

6. technology and the help gotten from their dedicated staff who
do not joke with their work. Also, Mayo clinic has made use of
the scheduling system which assign each patient to a physician
thereby reducing patients’ time at the clinic.
Weaknesses:
The weaknesses of the Mayo clinic need to be improved. One of
the weaknesses is the ambulatory care where the clinic is ranked
below the regional mean. It has been found that there is a great
variation in the care of all patients treated at the different Mayo
clinics. From this, we can deduce that skilled workers and
medical equipment are not equally distributed in all the Mayo
clinics.
Opportunities:
Mayo clinic usually conduct research. This has provided an
opportunity for the research to be translated into practice. The
research centre at Mayo clinic proves innovative system, which
helps to put into practice findings, innovation and discoveries
from the research towards the improvement of treatment in the
clinic.
Threats:
The Mayo clinic has some threats that can affect its
performance. These threats include an expected increase in cost
due to unpredicted salary-based compensation, lack of enough
qualified medical practitioners, criticisms from the authority
and competitors as a result of the research base in the facility
and future anticipation of likelihood of physicians to demand
reimbursement for input.
Plan for quality improvement
One of the weaknesses identified during the SWOT analysis of
Mayo clinic is the possibility of conflict arising due to shared
cultures in the organization. As mentioned earlier, the
environment in this healthcare organization values strong work
ethics and excellence in both potential skilled workers and the
current ones. In this regard, quality work displayed by the staffs
will be highly recognized (Asefeso, 2014).
Also, the employees of the Mayo clinic always strive to show

7. commitment towards the organization in everything they do,
which will consequently bring about quality result. The
governance of the physicians in this clinic is integrated;
although doctors are the leaders of the healthcare team but with
a democratic work environment where everyone can thrive. Due
to this kind of approach to work, every possible weakness
identified in the SWOT analysis are solved, everyone
contributes their quota bringing ideas through various means
towards reaching a solution before these weaknesses
compromise the quality of health care provided (Asefeso, 2014).
Addressing the main purpose of this paper which is to evaluate
how this organization (the Mayo clinic) can develop quality
plan to tackle possible conflicts that may arise among the
workers and other stakeholders due to shared culture. The
organization ought to apply the six sigma in trying to resolve
the weaknesses earlier mentioned. The steps provided through
six sigma are worth the solution despite the fact that they
involve some limitations as well. The DMAIC model is used to
develop, design and redesign a process so as to make it
effective once again. In health care context, the application of
this approach can be said to be data driven and thus, there is
need to gather enough data regarding the weaknesses so as to
provide solution or rather steer the improvement of work while
seeking to eliminate the defects caused by the weaknesses.
The Mayo clinic has a team of six sigma experts whose roles are
to ensure quality of care in all aspects. This approach can be
applied in seeking to resolve the weaknesses identified in the
SWOT analysis, the likelihood of conflicts in the following
ways (Asefeso, 2014):
1. problem definition
The problem of shared culture that the Mayo clinic is faced with
falls under this category. Here we look into the impacts of the
problem on the customers and any other operation in the Mayo
clinic. The shared culture responsibility has proved to produce
negative impact on the clinic since there is no clear way of
delegating responsibilities by the practitioners who are in

8. charge. Shared culture is the collective impression, habits,
language, style, communication and practices of an
organization. Every business has a culture which may be strong
or weak. However, a healthy culture is a shared culture, one
created through purpose, plans, outcomes and ownership
something that has been a challenge for the Mayo clinic. The
result from the research done showed how severe this issue and
the immediate need to address it in order for the quality service
the company is trying to provide to be improved.
2. measure
The problem in the Mayo clinic has reached a point why
immediate attention should be paid in order for quality health
care service to be realized in the clinic. It has been observed
that a lot of conflicts arise due to lack of proper ways to ensure
that shared responsibilities are properly done to avoid
misunderstanding in the organisation. Therefore, drastic
measures need to be put in place towards addressing this issue.
3. Analyse
The problem of shared responsibility should be analysed in
order to find out the possible solution to the problem. Carrying
out thorough evaluation of the root cause will give room for
finding the right solution.
4. Improvement of quality
Once the analysis has been made, the next step becomes
decision making towards using the possible solutions or set of
solutions to be applied in order to ensure shared responsibilities
despite the issue facing the culture. Once this is done,
implementation and monitoring of such plans proceeds to ensure
that the solutions arrived at becomes effective.
5. Controlling
Here, the gains that is achieved through this process are
sustained and the new possible processes are applied to ensure
that the division of tasks are not conflict based.
Conclusion

9. Quality improvement in health care is an inevitable process that
ensures that quality of healthcare is not compromised. Mayo
clinic, a healthcare organization experiences various
weaknesses which all ought to be resolved to ensure that the
quality of care this company provides is not compromised.
Through the application of six sigma, these weaknesses can be
resolved if not properly solved in totality. The manner in which
this problem is resolved depends on the expert’s application of
the six sigma process and other possible approaches that may be
used.

10. References
Asefeso, A. (2014). Design for six sigma (DFSS). Lieu de
publication non disponible: CreateSpace Independent Publishing
Platform.
In Bauer, B. A., In Kermott, C. A., In Millman, M., & Mayo
Clinic. (2017). The integrative guide to good health.
Lifvergren, S., & Bergm, B. (2012). Improving 'Improvement'
by Refocusing Learning: Experiences from an -Initially-
Unsuccessful Six Sigma Project in Healthcare. Total Quality
Management and Six Sigma. doi:10.5772/46083
Trusko, B. E. (2010). Improving healthcare quality and cost
with six sigma. Upper Saddle River, NJ: Financial Times Press.
Wongrukmit, P., & Thawesaengskulthai, N. (2014). Hospital
service quality preferences among culture diversity. Total
Quality Management & Business Excellence, 25(7-8), 908-922.
doi:10.1080/14783363.2014.906115