克里夫兰医疗中心甚至向酒店业学习,关注空气中的气味。这里没有消毒剂的味道,空气闻起来就像四星级连锁酒店里常有的香味。从医生对病人的讲话(愿意用简单易懂的英语回答病人的所有问题,直到病人满意为止)到医院的着装(由黛安•冯芙丝汀宝(Diane von Furstenberg)设计,结合了亲和力和高贵之感),以及出院时清晰简洁的单据,这些都反映出,克里夫兰医疗中心致力于简化人类和大型复杂医疗机构之间的互动。通过减少麻烦和增加更清晰更人性化的交流,这家医院实现了简单化。
One of the keys to achieving empathy is feedback. The hospital gathers lots of it from patients and displays the data in patient experience 'dashboards.' For staff members eager to do well in comparison with their peers, 'Bedside Manner' has become a measurable attribute, not an intangible quality.
为病人着想的关键在于获得病人的反馈。这家医院收集了大量病人反馈,并将数据展示在一个有关病人体验的“控制面板”上。对于积极上进的员工来说,“临床礼仪”已成为一个可量化的品质。
If Cleveland Clinic appeals to the emotional side of our brains to provide a simple, soothing experience, the supermarket chain Trader Joe's tries to simplify rational choice. The company's long-standing goal is to reduce the grocery-shopping experience to a few manageable decisions. Trader Joe's figured out that trying to give people everything is a lousy business model: It overwhelms customers, clutters stores and undermines the shopping experience, causing some customers to default to 'no' since they can't make up their minds. On top of that, it is inefficient for handling inventory.
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2020-09-15
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