Chapter 5. Remember People

The eminently quotable George Bernard Shaw noted that “the people who get on in this world are the people who get up and look for the circumstances they want, and if they can’t find them, make them.”

It’s clear that the reengineering of health care must take advantage of rapidly evolving new technology, and the processes for delivering health care must be transformed as well. But neither of these changes can happen without attention to the human side of the equation. After all, health care is often intensely personal, intimate, and emotional. The skills and behavior of the people who deliver health care are crucial to any reform.

Physicians, in particular, are likely to view the transformation as especially difficult. ...

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