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Mayo Clinic Remakes One Town's Health Care

"The first step in the project, Mayo officials say, was to study Austin (MN) and how citizens viewed and used healthcare.


“We wanted to really understand our customers” by using the same strategies companies like Apple Inc. employ to gauge shoppers, said Adam Rees, chief administrative officer at Austin Medical Center. “There are very few medical centers that try to understand how the community defines healthcare.”
And of course understanding how the community defines health care is a useful starting point for improvement.

Learnings thus far include:
  • The number one reason people want to stay healthy is because someone else depends on them.
  • The important role churches could play in social outreach.
  • An impressive array of social service agencies don't communicate well with each other or the public.
(From Thomas Lee and MedCity News.)


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