Comments on: Right Words, Right Time @ the Hospital http://www.leanblog.org/2009/06/right-words-right-time-hospital/ Mark Graban's leanblog.org - Lean Healthcare, Lean Thinking, Lean Manufacturing, Toyota Production System Thu, 09 Feb 2012 22:59:58 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Mark Graban http://www.leanblog.org/2009/06/right-words-right-time-hospital/#comment-5085 Mark Graban Thu, 18 Jun 2009 23:07:48 +0000 http://leanblog.bigbigdesign.net/2009/06/right-words-right-time-the-hospital/#comment-5085 Scott - thanks for highlighting an example where some scripting, a form of standardized work, can be very helpful from a patient perspective.<br /><br />There's really no good reason to "Free wheel it" every time there is a patient interaction, whether it's at a registration desk or in clinical care.<br /><br />And, no, we're not turning people into "robots." They can still be natural and use some judgment, but being consistent can make a big difference in many ways.<br /><br />Studer has also highlighted how important it is to explain "why" -- a key cultural concept in the Toyota Production System. It's a key part of the "Respect for People" idea. Thanks for highlighting it. Scott – thanks for highlighting an example where some scripting, a form of standardized work, can be very helpful from a patient perspective.

There's really no good reason to "Free wheel it" every time there is a patient interaction, whether it's at a registration desk or in clinical care.

And, no, we're not turning people into "robots." They can still be natural and use some judgment, but being consistent can make a big difference in many ways.

Studer has also highlighted how important it is to explain "why" — a key cultural concept in the Toyota Production System. It's a key part of the "Respect for People" idea. Thanks for highlighting it.

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