90年代医院提高医疗质量的努力,归结成一点,就是努力创造一个无扯皮现象的医院,从而使所有的医务人员都能更加有效地支配自己的时间。我认为“无扯皮”医院的十大特征如下: (1)医院中的每个人都把他人当作顾客。医生的顾客不仅仅是病人,在某种意义上辅助其工作的护士和其它人员也应是医生的顾客。这种“以顾客为中心”的思想,有一个简单的前提,即:每一位医务工作者都意识到自己在医院中是服务于他人 In the 1990s, the efforts of hospitals to improve the quality of medical care boiled down to the point that they were trying to create a hospital that was free from wrangling, so that all medical personnel could more effectively control their own time. In my opinion, the ten characteristics of a “no waffle” hospital are as follows: (1) Everyone in the hospital treats others as customers. The doctor’s customer is not only the patient, but in a sense the nurses and other personnel who assist her work should also be the doctor’s customer. This “customer-centered” thinking has a simple premise: every medical worker is aware that he is serving others in the hospital.