The Mayo Clinic is a non-profit medical group based in Rochester, Minnesota that employs over 50,000 staff. It was founded over 100 years ago by William and Charles Mayo and pioneered the concept of a medical group practice. Mayo Clinic is recognized as a top-ranked hospital that specializes in complex care across many specialties such as cancer, heart disease, and urology. It prioritizes patient care and satisfaction above all else through a focus on team-based and integrated care.

2. 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.

3. 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.

4. 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.

5. Over the past 20 years,

6. 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.

7. Contd…

8. 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.

9. 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.

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

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.

17. 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.”

18. 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.

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

20. Thank you for your time and attention.

21. Disclaimer
Created by:
RamcharanPalnati, IIT Bombay,
during a marketinginternshipby Prof. Sameer Mathur, IIM Lucknow.