Feel Mayo Spirit and Improve Service Ability —— Recommend the book Learning Management from the Best Hospitals in the World

Mayo Clinic was established in America, 1863. It is the largest and most advanced comprehensive medical system in the United States, based on innovative medical education and world-leading medical research. It is famous for providing medical services to patients. Learning management from the best hospitals in the world is a book about the art of service and management in Mayo Clinic.

l？ Put this value into practice when recruiting employees, and recruit for values and talents.

The recruitment principle with consistent personal values and organizational values should understand that "service is performance, and people are executors."

Abide by the system, be willing to integrate into the organization, and dare to challenge the status quo when necessary.

Recruit talented people and choose suitable positions for them.

Treat work like a career.

Loyalty to employers

? L Humanized values are recognized by employees and patients.

Paying attention to patients' physical care also emphasizes paying attention to patients' spiritual pursuit.

l？ Managers lead by example.

Mayo's property general manager welcomes his subordinates to call him at any time during the day and night of their shift. He successfully instilled the service tenet of "patient first" into every employee.

l？ Establish a patient-centered organizational culture

Create "patient-centered" related courses or training problems, and integrate them into the hospital service system and procedures, the design of clinics and public spaces, the wages paid and the methods of team (joint) medical care. The strategic planning, important implementation strategies, operation strategies and know-how of hospitals are all carried out around the values of "above the needs of patients".

l？ Empower employees

Give employees a special power, and when members of the organization think that a patient needs to take corresponding measures urgently, they don't need anyone's approval, so they can cope freely in special occasions. For example, even at 2 am, nurses working together can quickly decide whether to call the doctor on duty.

l？ Provide all-round medical care services, adhere to the unchanged core values, and constantly improve the implementation methods.

? To meet the needs of patients? Mayo Clinic has been carefully designed in space and inside the building. For example, Plummer Building in 1928 is the masterpiece of romantic art decoration style. The elaborate layout of paintings, pianos and sculptures in the building aims to give patients the confidence to overcome the disease, thus creating a * * * sound with patients and their families. Even with the changes of the times, Mayo's values remain unchanged, and Mayo permeates every corner of medical service institutions to inspire and inspire employees. Today's Mayo not only provides in-hospital accommodation services (including shortening the waiting time for appointments, making clear the direction signs and improving the psychological support for patients). ) also put forward the demand of "patient service" in order to obtain online information more conveniently and quickly.

l？ Inherit values

Mayo Clinic has compiled its own values, culture and expectations into the Mayo Clinic Nursing Manual, one for each employee.

New employees are familiar with their work mainly through the observation of experienced employees, and this experience is social.

New and old employees must receive extensive and in-depth values education, and design various activities such as "reading theater" and "scenario exercise" for employees to participate in.