1. William & Charles Mayo, MDs
The Best interest of the patient is the only interest to be considered

2. Evidence Management in Mayo Clinics
Group Written Assignment & Presentation (15%)
Evidence Management in Mayo Clinics
From people
Behavioral clues that stick with the “patient first” credo”
Ways by which Mayo clinics disseminate and preserve the “patient first” value among its employees
From collaboration
Hospital policies and practices that show medical care here in this hospital is provided by team work rather than individuals
Way is it important?

3. Evidence Management in Mayo Clinics
From tangibles/physical environment
Objectives of evidence management from its physical environment
Physical clues to reduce physical and emotional stress of its patients, families, and employees

4. Clues in People Behaviors that stick with the “patient first” credo
Disseminate and sustain the value
New hire selection
Story-telling in training and on the job
Celebration (Heritage Week)

5. Clues in Collaboration
Integrated healthcare
Medical, psychological, social, spiritual, financial needs
Non-territorial
No “star physicians”
IT integration (e.g., EMR)

6. Clues in Tangibles (Presentation of staff)
Business attire (1)
Business attire (2)
Dirty shoelace story
Social workers

7. Physicians’ Attire
Affect patients’ trust, compliance, loyalty, and readiness to discuss social, sexual, and psychological problems

8. Clues in Facility To reduce physical and emotional stress for patients
families
employees 8

9. Clues in Facility Offer a place of refuge (避風港)
Create positive distraction (分散 注意力)
Convey caring and respect
Minimize the impression of crowding
Facilitate way-finding
Accommodate families
Symbolize competence 9

10. Symbolize Competence: Heritage Hall

11. Mayo Clinic: Hospital Lobby

12. Mayo Clinic: Hospital Lobby

13. Glasswork sculpture

14. Examination Room

15. Mayo Clinic: Patient Room

16. Mayo Clinic’s CFI

17. Seating in Exam Rooms Findings
Armrests make seating more difficult for wider patients
Chairs with no armrest are difficult for some patients to get in and out
Chairs with one arm do not convey the necessary sense of stability and security
There must be at least enough patient seating for 3 adults in exam. room

18. Seating in Exam Rooms Leanings
Need for adjustable chairs esp. exam. room
Emotional role of seating: Chairs that provide ways of connecting with the physician or with other family members could be of value

19. Patients’ Sense of Space(空間感)
Findings
The larger the table space interpreted as shared between the physician and the patient, the more engaged (專心參與) the patient is
Patient note pads give a visual cue to the patient’s space and boundaries

20. Patients’ Sense of Space
Leanings
Patients with their own table space encourage doctor-patient interaction
The concept of patient space could be expanded to include other areas, both in and out of the exam room

21. Patient/Physician Interaction Space
Findings
Round/soft edges on tables encourage participation
Sit next to each other rather than across from each
Rolling desk chairs allowed physicians to move themselves in relation to the patient.
Moving the exam table to the back of the room de-emphasized the physical portion of the visit.

22. Patient/Physician Interaction Space
Leanings
Tables with rounder edges can soften the physical boundaries (界線) that separate the physician and the patient

23. Sharing Digital Information
Findings
Monitor position affects the physician’ willingness to share digital information with the patient
Movable screens make it easier

24. Sharing Digital Information
Leanings
physicians will also often provide/share a printout of the information
Information sharing may encourage patients to take a more active role in their health care

25. Patient Waiting Space Findings
Offering patients multiple activities that correspond to their waiting need increases satisfaction
Four categories: Entertainment, education, administration, and meditation (沉思/默想)

26. Patient Waiting Space Leanings
It is difficult to predict a patient’s needs or wants around a waiting experience
All waiting rooms should feature activities from each of the four main categories

27. Jack and Jill Exam Rooms
Consultation and examination spaces are separated

28. Pre-Encounter Stage: Needs
Evaluation
Internal sources
External sources
Rationality
Bounded rationality
Emotional
Search
Experience
Credence
Needs
Decision Making

29. Customer Behavior
Mayo Clinics