Abstract
“…Mayo has accomplished in 7 weeks what the outside world could not accomplish in 2 years…What Mayo did the first day that we were here would have taken easily a month or longer at home. And again, [the institutions at home are] renowned medical facilities. It was like test scheduling—you would walk from the exam room to the front desk, and they gave you an itinerary and you already had the test scheduled—that would have taken 2 weeks at home. [At Mayo] it was already set up, and you were having it done in an hour. And then the results of that were quickly sent back to the doctor. Then the doctor was back to you. It was just amazing” [1]. This account taken from a video posted on the Internet recounts the experience of a seriously ill patient who travelled halfway across the USA for care at Mayo Clinic in Rochester, Minnesota. The patient and her spouse are surprised at how Mayo Clinic dealt with the needs of this patient—so quickly, efficiently, and simply.
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References
Al Errato’s Mayo Clinic Story.http://www.youtube.com/watch?v=t0U86sBPcxc.
Berry LL, Seltman KD. Management lessons from Mayo Clinic. New York: McGraw-Hill; 2008.
Joe M. Inguanzo. PRC National Consumer Perception Study. Professional Research Corporation, Omaha, NE (publication pending).
William J. Mayo. The necessity of cooperation in medicine, delivered at the Rush Medical College commencement, 15 June 1910, originally published in the Collected Papers by the Staff of Saint Marys Hospital, Mayo Clinic; 1910; vol. 2, p. 557–66; and reprinted verbatim inMayo Clinic Proceedings, vol. 75; 2000. p. 553–6 (The quote used in this chapter appears on p. 554 in theMayo Clinic Proceedingsreprinting).
Acknowledgements
We acknowledge all Mayo Clinic employees whose outstanding patient-focused clinical care and personalized service have created the story that we are privileged to share with others. In addition, we acknowledge and thank the hundreds of Mayo Clinic patients and employees who have given their time during our research so we can fully understand both the organization and their personal stories.
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Seltman, K.D., Berry, L.L. (2013). Mayo Clinic: Making Complex Healthcare Simpler. In: Sturmberg, J., Martin, C. (eds) Handbook of Systems and Complexity in Health. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-4998-0_39
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