Empathy is the only way to truly shorten the distance between an organization providing services and the individual receiving them. Cleveland Clinic (a client, in the mid-90s, of the brand-strategy firm where we work) understands that empathizing with patients is critical, so it doesn't just focus on simplifying medical care but looks at everything the patient experiences: smells, sounds, greetings, hospital gowns, security and appointment scheduling. It wasn't until staff members were wheeled through hallways lying in hospital beds that they realized how disconcerting and dizzying that experience can be. Preparing patients for the 'thrill' ride is a simple gesture that allays fears.
设身处地为对方着想,这是唯一的方式,能真正缩短提供服务的机构和获得服务的个人之间距离。克里夫兰医疗中心(Cleveland Clinic)(是我们工作的品牌战略公司上世纪90年代中期的一个客户)知道,站在病人的角度思考至关重要,因此该中心不仅仅专注于简化医疗保健服务,而且关注病人一切体验:气味、声音、问候、医院制服、安全保障和预约安排。员工们只有亲自躺在病床上被用轮椅推到走廊时,他们才会意识到这个过程是多么令人窘迫和头晕。让病患为这场“惊悚”做好准备,是一个简单但却能够缓解恐惧的措施。
The clinic's guiding principle -- patients first -- is used as a mantra by chief executive Toby Cosgrove, who weaves patient experience stories into all of his presentations. Everyone at the hospital, regardless of his or her job, is called a 'caregiver.' Through this simple change in vocabulary, Cleveland Clinic is able to send an important signal to everyone in the organization about what's expected.
【世界简单化之旅: 当简单成为解决之道】相关文章:
★ 埃菲尔铁塔130岁了! 关于它的这10件事你却不一定知道
★ 恋爱中自私的表现
★ 肥皂会变脏吗?
最新
2020-09-15
2020-09-15
2020-09-15
2020-09-15
2020-09-15
2020-09-15