这家医疗中心“病人至上”的指导原则,被首席执行长托比•科斯格罗夫(Toby Cosgrove)奉为真言,他把有关病人经历的故事融入自己所有的演讲中。医院的每个人,无论具体职能,都被称作“关爱给与者”。通过用词的简单变化,克里夫兰医疗中心向机构所有员工发送了一个重要信号,告诉他们病患对他们的期待是什么。
What makes the biggest impression on people during their stay in a hospital? As Cleveland Clinic learned, it's the small details: how long it takes a nurse to answer the call bell, the availability of food on request, whether staff members follow the '10-4' rule ('when 10 feet away from a patient, smile and make eye contact; when 4 feet away, address the patient').
人们待在医院时,哪些事情留给他们最深的印象?克里夫兰医疗中心认为是一些细节:护士多长时间会回应呼叫铃;食物是否能随叫随到;员工是否遵守了10-4规定(在距离病人10英尺远的时候微笑和眼神交流,距4英尺远的时候开始回应病人的诉求)。
Borrowing from the hospitality industry, Cleveland Clinic has even paid attention to the scent in the air. No antiseptic aroma; the air smells like a signature fragrance favored by four-star hotel chains. Everything from the way doctors talk to patients (in plain English, and with a willingness to answer questions until there are none left), to the hospital gowns (designed by Diane von Furstenberg to combine ease of access with a touch of dignity), to the clear, concise bills you receive after checking out reflects a commitment to simplifying the interaction between a human being and a large, complex medical establishment. The hospital has achieved simplicity through the elimination of 'hassles' and the addition of clearer, more human communication.
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2020-09-15
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