Mayo Clinic was founded in the United States in 1863. It is the largest and most advanced comprehensive medical system in the United States established based on continuously innovative medical education and world-leading medical research. It is world-famous for providing medical services to patients. "Learning Management from the World's Best Hospitals" is a book about the art of service and management at Mayo Clinic.
l? Put this value into practice when recruiting employees, and recruit for values ??and talents.
? Recruitment principles that align personal values ??with organizational values, and understand that “service is performance, and people are performers.”
? Comply with the system, be willing to integrate into the organization, and challenge when necessary The courage of the status quo.
Recruit talented people and select appropriate positions for them.
?Treat work like a career
?Be loyal to your employer
?lHumanistic values ??are recognized by employees and patients
?Pay attention to the patient's physical care, and also emphasize the patient's spiritual pursuit.
l? Managers teach by words and deeds
? Mayo’s property general affairs manager welcomes his subordinates to call him at any time during the day and night during their shifts. He successfully The service tenet of "patient first" is instilled in every employee.
l? Establish a patient-centered organizational culture
?Create "patient-centered" related courses or training issues and integrate them into the hospital's service systems and procedures, clinics and In the design of the public space, the salary paid and the team (joint) medical approach, the hospital's strategic planning and important execution strategies, operating strategies and solutions are all developed around the value of "patient needs first".
l? Authorize employees
?Give employees a special power. When organizational members believe that a patient urgently needs to take corresponding measures, they do not need to get approval from anyone, so that they can Handle special occasions with ease. For example, even at 2 a.m., nurses working together can quickly decide whether an on-call physician should be called to wake up.
l?Provide a full range of medical and nursing services, adhere to unchanged core values, and continuously improve implementation methods.
Mayo Clinic’s spaces and building interiors are carefully designed to meet the needs of its patients. For example, the 1928 Plummer Building is a masterpiece of Romantic Art Deco style. The paintings, pianos, and sculptures of the building are carefully arranged in each space to give patients the confidence to overcome the disease, thereby creating a strong connection with patients and their families. . Even if times change, Mayo's values ??remain unchanged. Mayo penetrates this value into every corner of the medical service organization to inspire and inspire employees. Today's Mayo not only provides in-hospital accommodation services (including shortening appointment waiting times, clear direction signs, and improving mental and psychological support for patients), but also puts forward the demand for "patient services" to make online information more convenient and faster.
l?Inheriting Values ??
?Mayo Clinic has compiled its own values, culture and expectations into the "Mayo Clinic Nursing Manual", and each employee has a copy.
?Newly hired employees become familiar with their work mainly through the observation of experienced employees, and this experience is social in nature.
?New and old employees must receive extensive and in-depth values ??education, and various activities such as "reading theater" and "scenario drills" are designed for employees to participate.