MAYO CLINICALVIN CAMACHOMICHEALA DELFINADO MICHELLE ISAAC

MM 230 - MARKETING MANAGEMENTUNIVERSITY OF THE PHILIPPINES PROF. MITA ANGELA M. DIMALANTA

MAYO CLINIC IS THE FIRST AND LARGEST INTEGRATED NOT-FOR-PROFIT MEDICAL GROUP PRACTICE IN THE WORLD WHICH WAS FOUNDED BY WILLIAM AND CHARLES MAYO OVER 100 YEARS AGO.

ITS HUMBLE BEGINNING IS A SMALL OUTPATIENT FACILITY WHICH SOON BECAME A PIONEER IN THE CONCEPT OF A MEDICAL GROUP PRACTICE - A MODEL WIDELY USED TODAY.

THE CLINIC IS A PROVIDER OF EXCEPTIONAL MEDICAL CARE AND

A LEADER IN SEVERAL SPECIAL MEDICAL ATTENTIONS.

AMONG THE HOSPITALS IN THE WORLD, IT CONSISTENTLY RANKS AT THE TOP BASED ON THE U.S. NEWS AND WORLD REPORT’S BEST HOSPITAL. IT ENJOYS 85% BRAND RECOGNITION AMONG U.S. ADULTS.

MISSION:TO INSPIRE HOPE AND CONTRIBUTE TO HEALTH AND WELL-BEING BY

PROVIDING THE BEST CARE TO EVERY PATIENT THROUGH INTEGRATED CLINICAL PRACTICE, EDUCATION, AND RESEARCH.

COMPANY’S CUSTOMER VALUE PROPOSITIONONLY THE BEST INTEREST OF THE PATIENT IS THE ONLY INTEREST TO BE CONSIDERED - TO PLACE THE PATIENT’S INTERESTS ABOVE ALL OTHERS AND PRACTICING TEAMWORK.

COMPANY STRATEGYCARING WITH AWARENESS

REFLECTING OUR COMMUNITY

WELCOMING TO ALL

BALANCING OPPORTUNITIES

PURSUINGHEALTH EQUITY

DEVELOPING TALENT

EXPLAIN WHY MAYO CLINIC IS SO GOOD AT CUSTOMER SERVICE. WHY HAS IT BEEN SO SUCCESSFUL PRACTICING MEDICINE DIFFERENTLY FROM OTHER HOSPITALS?

MAYO CLINIC, AS A NOT-FOR-PROFIT ORGANIZATION, INVESTS ITS OPERATING INCOME IN THE CLINIC’S

RESEARCH AND EDUCATION PROGRAM WHERE RESULTS OF R&E ARE IMPLEMENTED TO MOVE FURTHER ITS QUALITY HEALTHCARE. PROPOSITION OF THE ORGANIZATION IS TO

SERVE ONLY THE BEST INTEREST OF THE PATIENT.

RELATIVE TO THIS, THEY PIONEERED AND INITIATED STRATEGIES WHICH WILL WARRANT

QUALITY HEALTHCARE SERVICE TO ITS PATIENTS - A CUSTOMIZED PERSONAL HEALTHCARE

SERVICE FOR EACH INDIVIDUAL. THEY ARE ABLE TO EFFECTIVELY COMMUNICATE DIMENSIONS

OF THEIR BRAND EXPERIENCE SUCH AS SENSORY, AFFECTIVE, AND BEHAVIORAL

FACTORS. AMONG THESE, THEY APPLY THE MEDICAL GROUP PRACTICE CONCEPT OF A

“NOT-CLINIC-LIKE” ARCHITECTURE AND TECHNOLOGICAL ADVANCEMENTS IN THE

MEDICAL FIELD.

THE MAYO CLINIC PROVIDES EXCEPTIONAL MEDICAL CARE AND LEADS THE NATION IN SEVERAL MEDICAL SPECIALTIES WHILE CONSIDERING EVERY ASPECT OF CUSTOMER EXPERIENCE. THEY

MADE PERSONAL THEIR SERVICE BY WELCOMING NEW PATIENTS AS THEY GIVE A WALKTHROUGH OF THE CLINIC’S ADMINISTRATIVE PROCESSES WHICH LEADS TO THE

UNDERSTANDING OF THE SERVICE THAT SHALL BE PROVIDED. THE ARCHITECTURAL DESIGNS ARE CONSIDERED IN ORDER FOR PATIENTS TO FEEL A LITTLE BETTER BEFORE THEY SEE THE

DOCTOR. THEY INITIATED MEDICAL ADVANCEMENTS WHICH REQUIRE ADVANCED TECHNOLOGY TO BETTER THE SERVICE PROVISION.

TO ADDRESS VARIABILITY IN THE SERVICES THAT THEIR MEDICAL PRACTITIONERS MAY RENDER, THE MAYO CLINIC INVESTS ITS OPERATING INCOME IN

FUNDING CLINIC RESEARCH AND EDUCATING THEIR MEDICAL STAFF. THEY EMPLOY QUALITY CONTROL THROUGH INVESTING IN VERY PARTICULAR HIRING AND TRAINING PROCESSES. PHYSICIANS ARE PAID ON A SALARY-BASIS AND NOT ON A PER PATIENT

BASIS. THUS, PHYSICIANS WILL BE ABLE TO PROVIDE AMPLE TIME IN CONSULTING AND TREATING THEIR

PATIENTS WHILE NEGLECTING MARKET COMPETITION. IT REINFORCES EMPLOYEE

SATISFACTION THAT TRANSLATES TO AN INTERNAL DRIVE TO MAKE POSITIVE CUSTOMER EXPERIENCE

AND DELIVER QUALITY SERVICE TO SOLVE THE CUSTOMER’S MEDICAL PROBLEMS.

DO CONFLICTS OF INTEREST EXIST BETWEEN WANTING TO MAKE YOUR PATIENT HAPPY AND PROVIDING THE BEST MEDICAL CARE POSSIBLE? WHY OR WHY NOT?

COMPANIES IN THE MEDICAL FIELD ADDRESS BOTH THE PROVISION OF THE BEST MEDICAL CARE POSSIBLE AND THE AIM TO MAKE PATIENTS

HAPPY. BEST MEDICAL CARE POSSIBLE ARE PROVIDED TO

PATIENTS IN ORDER TO TREAT THEIR ILLNESSES HOWEVER THERE IS NO ASSURANCE ON THE OUTCOME AS

THERE ARE CHANCES OF NOT TREATING THEM.

WITH TECHNOLOGY, INFORMATION REGARDING ILLNESSES IS ABUNDANT IN THE

WORLDWIDE WEB AND OFTENTIMES, PATIENTS RESEARCH THEIR SYMPTOMS

BEFORE SEEKING PROPER MEDICAL CONSULTATION. THIS HODGEPODGE OF

INFORMATION MAY LEAD TO THE CUSTOMER’S BELIEFS CONFLICTING WITH APPROPRIATE MEDICAL MANAGEMENT

THAT THE MEDICAL TEAM MAY PRESENT.

IT’S IMPORTANT FOR MEDICAL PRACTITIONERS TO PROPERLY INFORM

THEIR PATIENTS ABOUT THE PROCEDURE/MEDICAL INTERVENTION THAT

THEY WILL AVAIL OF SO THAT ACTUAL OUTCOMES WILL NOT VARY WITH

PERCEPTIONS. ALMOST ALL MEDICAL INSTITUTIONS AIM TO PROVIDE THE BEST MEDICAL CARE POSSIBLE TO MAKE THEIR

PATIENTS HAPPY BUT THE RESULTS SOMETIMES DO NOT FAVOR SUCH.

REFERENCESwww.mayoclinic.org/about-mayo-clinic/office-

diversity-inclusion/about/strategic-goals

MAYO CLINICALVIN CAMACHOMICHEALA DELFINADO MICHELLE ISAAC

MM 230 - MARKETING MANAGEMENTUNIVERSITY OF THE PHILIPPINES PROF. MITA ANGELA M. DIMALANTA