Guinn R M
World Hosp. 1993;29(1):21-30.
In the typical hospital, customer service lags behind clinical care. In spite of the promised efficiencies of quality control/quality assurance, costs have continued to soar, whilst the concept of patient focused care has been overlooked. More than 50% of costs are accounted for at 'operational level', due to historical trends towards centralization of ancillary services. Operational restructuring to emphasize 'patient focused' delivery of care implies a number of facility changes which are described below.
在典型的医院中，客户服务落后于临床护理。尽管有质量控制/质量保证所承诺的效率提升，但成本仍在持续飙升，而以患者为中心的护理理念却被忽视了。由于辅助服务集中化的历史趋势，超过50%的成本产生于“运营层面”。强调以患者为中心的护理进行运营重组意味着需要进行一些设施变更，如下所述。
