CLUEING IN CUSTOMER
- The story is about Mayo Clinic. It has three main campuses, more than 2,800 staff physicians and revenue in excess of $4 billion.
- They have their message: At Mayo Clinic, the patient comes first.
- The way they hire and train employees: All actions of Mayo staff members clearly signal the patient-first focus. They know "The best interest of the patient is the only interest to be considered." For example, they accept and help to prepare a wedding in the hospital for a critically ill patient who wants to see her daughter's wedding. The staff (nurse) took care of a dog of a patient when she was being treated (a bacterial infection). "At Mayo Clinic, the patent's needs come first."
Mayo Clinic
Atrium inside Mayo Clinic Gonda Building, Rocheste...
English: Mayo Clinic Rochester Minnesota - Gonda B...- Collaboration: A team of experts focus on patients' needs above all else. If a Mayo doctor cannot answer a question and needs to bring someone else onto a team, she freely admits it to the patient. All physicians are salaried, so they do not lose income b referring patients to colleagues. Doctors who are focused on maximizing their incomes or who want to be the star of the show do not work for Mayo Clinic.
- Technology: Using a sophisticated internal paging, telephone, videoconferencing system connects people quickly and easily.
- Facilities: The buildings have wide-open spaces, a marble stairwell and floor, glasswork sculpture suspended above and a multistory wall of windows looking onto a garden. Public spaces are purposely made softer with natural light, color, artwork, piano music, and the sights, sounds of fountains.