426 PART 5 CREATING VALUE For example, when Mayo Clinic decided on a major room
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426 PART 5 CREATING VALUE For example, when Mayo Clinic decided on a major room innovation, the Center for Innovation buit proto- type exam rooms in a flexible space so employees and patients could test new layouts and identify the most Mayo Clinic was the first and now the largest integrated efficient and patient-friendly environment. The resulting not-for-profit medical group practice in the world. William design featured "Jack and ill rooms.' an exam space in and Charles Mayo founded the clinic more than 100 the middle separated from two conversation spaces on as a small outpatient facility pioneering the ether side with room for family members. Physicians also Marketing Excellence >>Mayo Clinic years ago medical group practice, a model widely used today preferred not having furniture in the exam room Mayo Clinic provides exceptional medical care and The other significant difference in serving pationts is leads the nation in many specialties such as cancer, heart Mayo Clinic's concept of teamwork. When a patient ar- disease, respiratory disorders, and urology. The organiza- rives, a team is assembled that can include any blend o tion consistently ranks at the top of U.S. News & World medical professionalis, including the primary physician Report's Best Hospitals Ist and enjoys 85 percent brand surgeons, radiation oncologists, radiologists, nurses recogition among US adults. It hasached this level of residents, and other specialsts with the appropriate success by taking a different approach from most clinics skll, experience, and knowlodge. Team members work and hospitals and putting a roientless focus on the pa together to diagnose each patient's medicàl problems tient's experience. Two interrelated core values that trace including analyzing and debating test results for hours if back to its founders are at the heart of all the organization necessary to achieve the most accurate diagnosis and does: placing the patient's interests above all others and identity the best treatments. Once consensus has been reached, the team leader meets with the patient and Every aspect of the patient's experience is consid- discusses his or her options. If surgery is necossary, the ered at Mayo Cre's three campuses Rochester, MN; procedure wn often take place within 24 hours, a dra- Scottsdale, AZ; and Jacksonville, FL. From the moment a matic difference from the long wait patients experience patient amives, he or she experiences something entirely at many hospitals. Mayo Clinic's doctors understand that those who seek their care want action as soon as t all starts with greeters who welcome new pationts possible. into the building and walk them through the administra The cinic's doctors eern a salary instead of being tive process. Returning patients are greeted by name paid by the number of patients they see or tests they and with a warm smie·The buldngs and facates them- order As a rest, patients reeve more indivduaiad selves are designed with patients' needs in mind. One attention and care, and physicians work together instead architect explained that the buildings are meant to make of against each other. As one pediatrician explained, patients feel a itle better before they see thoir doctors. We're very comfortable with calling colleagues for what I For example, the lobby of the Mayo Cinic hospital in call ourbside consulting.'I don't have to make a decision Scottsdale has an indoor watertall and a wall of windows about spitting a fee or owing someone something. It's never a case of quid pro quo." The 21-story Gonda Bulding in Rochester is Mayo Mayo Cit a not-for-profit organization, so al ts Clinic's heedquarters of sorts people come for medical operating income is invested back into its research and help from around the world. The building has spectacu education programs. Breakthrough research is quicky lar wide-open spaces and huge windows and hosts a implemented into the quality care of the patients. The Center for Innovation, whose mission is "transforming alicoffers educational programs throu , its f ve medi- the delivery and experience of health care To hep cal schools, and many of its physicians come up through accomplish this goal, employees observe patients, inter- these programs with its philosophies engrained in their iew families, and conduct research as well as test and heads, including the motto, The best interest of the patient is the only Interest to be considered."Explanation / Answer
Mayo clinic is considered as one of the best places for patients. There customer care service is considered as best digital customer care service for any Healthcare service provider. The main reason behind this extensively good customer care service is the time and Research invested in creating an atmosphere and environment for the customers within the organisation. Everything inside the organisation centres the patient's interest. Information for each and every patient is provided to them at specifically timely basis which increases the overall level of information as well as trust of the patient about the organisation. Mayo clinic is also very well known for maintaining proper healthy records for their patients and treating the patients according to the health record and providing them a better environment for the treatment.
In this specific situation, according to my thinking, they should be no conflict of interest in making a patient happy and providing the best medical care possible involve in providing proper services to a patient as well as managing the quality of the service while properly working towards the customers Expectations. It depends on the conflict of interest from the side of patient or from the side the doctor order management.
When a doctor of the organisation work in collaboration to provide their best services to the customers without any conflict between them, there is no conflict of interest between wanting to make patient happy and providing them the best available medical care. as per the mayo clinic's motto, the best interest of patient is the only interest to be considered directly rectifies all the problems regarding the conflict of interest in the organisation. But management of conflict of interest in terms of provision of extensive quality can be considered to avoid such salt of problems.
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