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CLUEING IN CUSTOMER - The story is about Mayo Clinic It has three main campuses more than 2800 staff physicians and revenue in excess of 4 billion - They have their message At Mayo Clinic the patient comes first -The way they hire and train employees All actions of Mayo staff members clearly signal the patient-first focus They know The best interest of the patient is the only interest to be considered For example they accept and help to prepare a wedding in the hospital for a critically ill patient who wants to see her daughters wedding The staff nurse took care of a dog of a patient when she was being treated a bacterial infection At Mayo Clinic the patents needs come first -Collaboration A team of experts focus on patients needs above all else If a Mayo doctor cannot answer a question and needs to bring someone else onto a team she freely admits it to the patient All physicians are salaried so they do not lose income b referring patients to colleagues Doctors who are focused on maximizing their incomes or who want to be the star of the show do not work for Mayo Clinic -Technology Using a sophisticated internal paging telephone videoconferencing system connects people quickly and easily -Facilities The buildings have wide-open spaces a marble stairwell and floor glasswork sculpture suspended above and a multistory wall of windows looking onto a garden Public spaces are purposely made softer with natural light color artwork piano music and the sights sounds of fountains
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