Mayo Clinic Marketing by Camacho,Delfinado,Isaac, University of the Philippines

1. MAYO CLINIC
ALVIN CAMACHO
MICHEALA DELFINADO
MICHELLE ISAAC
MM 230 - MARKETING MANAGEMENT
UNIVERSITY OF THE PHILIPPINES
PROF. MITA ANGELA M. DIMALANTA

2. 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.

3. 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.

4. THE CLINIC IS A PROVIDER OF
EXCEPTIONAL MEDICAL CARE AND
A LEADER IN SEVERAL SPECIAL
MEDICAL ATTENTIONS.

5. 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.

6. 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.

7. COMPANY’S CUSTOMER VALUE PROPOSITION
ONLY 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.

8. COMPANY STRATEGY
CARING WITH
AWARENESS
REFLECTING OUR
COMMUNITY
WELCOMING
TO ALL
BALANCING
OPPORTUNITIES
PURSUING
HEALTH EQUITY
DEVELOPING
TALENT

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

10. 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.

11. 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.

12. 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.

13. 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.

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

15. 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.

16. 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.

17. 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.

18. REFERENCES
www.mayoclinic.org/about-mayo-clinic/office-
diversity-inclusion/about/strategic-goals

19. MAYO CLINIC
ALVIN CAMACHO
MICHEALA DELFINADO
MICHELLE ISAAC
MM 230 - MARKETING MANAGEMENT
UNIVERSITY OF THE PHILIPPINES
PROF. MITA ANGELA M. DIMALANTA