Mayo Clinic Case study
Mayo Clinic is the first and largest integrated, not-for-profit group practice in the world. Doctors of every medical specialty work together to care for patients, joined by common systems and a philosophy that “the needs of the patient come first.” More than 3,300 physicians, scientists and researchers and 46,000 allied health staff work at Mayo Clinic, which has sites in Rochester, Minnesota, Jacksonville, Florida, and Scottsdale/Phoenix, Arizona. For many decades, Mayo Clinic has been ranked as one of the top medical institutions in the world. Over the past few years, the entire health care industry has been experiencing immense challenges. Mayo is not immune to these challenges and faces the risk of losing critical components of its culture and overall tradition of excellence that have been at the core of its success. Given the current and historic success of Mayo.
Currently, the HR team at Mayo is a major player in helping to maintain and build a culture of teamwork. Workforce planning, employee recruitment and selection, training and development, compensation and benefits, and performance management are key areas in which HR strategies are used to develop and reinforce Mayo’s Model of Patient Care. The founders of Mayo have established the mission to “provide the best care to every patient every day through integrated clinical practice, education and research.” It therefore supports a comprehensive research department to “bring the bench to the bedside” and the Mayo College of Medicine to teach and prepare tomorrow’s medical professionals. In doing so, the premise of teamwork has been at the root of the culture, and subsequently human resource management (HRM) strategies have been designed to maintain these values
The role of human resource management (HRM) in organizations continues to be of stronger importance and relevance (Bartel, 2004; Becker & Huselid, 1998; Cascio, 2003). Like other progressive organizations, Mayo Clinic has created a unique organization and continues to thrive even in a challenging economy and increasing costs of providing healthcare. Not only does Mayo provide quality healthcare, but it is regarded as one of the premiere healthcare institutions in the world (Lee, 2008). Mayo may have started out as a small outpatient facility, but now, a century later, the Mayo Clinic is one of the top-ranked hospitals. Medical professionals from every medical specialty work together at Mayo to care for patients, joined by common systems and a philosophy of “the needs of the patient come first.” The Mayo Clinic is the first and largest integrated, not-for-profit group practice in the world. It is an organization where medical professionals from every medical specialty work together to care for patients, joined by common systems and a philosophy of “the needs of the patient come first.” More than 3,300 physicians, scientists and researchers and 46,000 allied health staff work at Mayo Clinic, which has sites in Rochester, Minnesota, Jacksonville, Florida, and Scottsdale/Phoenix, Arizona. Collectively, the three locations treat more than half a million people each year. Mayo’s mission is to “provide the best care to every patient every day through integrated clinical practice, education and research.” It therefore supports a comprehensive research department to “bring the bench to the bedside” and the Mayo College of Medicine to teach and prepare tomorrow’s medical professionals. Healthcare institutions have faced significant challenges over the past few years
MAYO MODEL OF PATIENT CARE
The fundamental elements of the Mayo Model of Care include:-
A team approach that relies on a variety of medical specialists working together to provide the highest-quality care.
An unhurried examination of each and every patient with time to listen to the patient .
Physicians taking personal responsibility for directing patient care in partnership with the patient’s local physician.
The highest-quality care delivered with compassion and trust.
Respect for the patient, family and the patient’s local physician.
Comprehensive evaluation with timely, efficient assessment and treatment.
Availability of the most advanced, innovative diagnostic and therapeutic technologies and techniques.
Significant Achievements The Mayo Clinic name is so widely recognized that it may be the only true national brand name in American medicine. Rather than the result of a carefully crafted advertising campaign, its’ reputation has been built by word-of-mouth on more than a century of quality patient care. It is the quality of care that Mayo Clinic patients appreciate and that makes the organization stand out from the many healthcare centers that also provide excellent care. Ever since its creation, the focus of Mayo Clinic has been on delivering the highest level of care to all patients. In achieving this dream, Mayo has steadily focused on teams rather than individual contributors. The Mayo Model of Care provides the framework in which all employees perform their responsibilities.
Mayo has accumulated many achievements over its history. Indeed, a major component of its strategies has been the workforce management. The HR function of Mayo has been a leader in helping to deliver the Mayo Model of Care. Given the trends facing the healthcare industry and the need to create and maintain high performance organizations such as Mayo, the role of the workforce and HR becomes even more critical. The human factor is central to healthcare, yet its proper management has remained beyond the reach of healthcare organizations (Khatri, Wells, McKune, & Brewer, 2006).A central tenet of high performance organizations is the measurement of the impact of HR practices and policies on organizational performance (Godard, 2004). A major problem in the healthcare
Recruitment efforts Example of influences:
Job posting practices (MayoClinic.org vs. Association webpage).
Community job fairs vs. college recruitment Examples of potential data sources.
E-recruiting (examining applicant pool- individuals who have expressed explicit interest in a specific position.
New hire survey.
Search Committee Survey Employment contract – people’s reaction of acceptance of implicit and explicit conditions of employment and their current economic situation.
Alternative offers from other institutions.
Questions:
What does Mayo need to do from a human resource (HR) perspective to maintain this standard of excellence?
Identify the strategies used by Mayo to achieve excellence in employees and patient satisfaction?
Describe how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees?
What roles strategic HRM could play to enable the organization to achieve its strategic business objectives?
