演講MP3+雙語文稿:如果你是國家元首，你將如何建立公共健康系統(tǒng)？

聽力課堂TED音頻欄目主要包括TED演講的音頻MP3及中英雙語文稿，供各位英語愛好者學(xué)習(xí)使用。本文主要內(nèi)容為演講MP3+雙語文稿:如果你是國家元首，你將如何建立公共健康系統(tǒng)？，希望你會喜歡！

【演講者及介紹】Abhishek Gopalka

公共部門策略師阿布舍克?戈帕爾卡（Abhishek Gopalka）, BCG的阿布舍克?戈帕爾卡（Abhishek Gopalka）建議各國政府采取創(chuàng)新方法，為公民提供更好的服務(wù)

【演講主題】發(fā)自內(nèi)心的動力是如何修復(fù)公共系統(tǒng)的

【中英文字幕】

翻譯者 Shengmin Huang 校對者 Yolanda Zhang

00:13

Take a minute and think of yourself as the leader of a country. And let's say one of your biggest priorities is to provide your citizens with high-quality healthcare. How would you go about it? Build more hospitals? Open more medical colleges? Invest in clinical innovation? But what if your country's health system was fundamentally broken? Whether it's bsenteeism, drug stock-outs or poor quality of care. Where would you start then?

花上一分鐘， 把自己想象成一國領(lǐng)袖。 假如你最首要的任務(wù) 是為貴國公民提供 高質(zhì)量的醫(yī)療保健。 你會如何著手？ 建立更多醫(yī)院？ 開辦更多醫(yī)學(xué)院？ 投資醫(yī)療創(chuàng)新？ 但如果貴國的健康系統(tǒng) 已經(jīng)爛到根子里了， 醫(yī)生玩忽職守， 藥物供不應(yīng)求， 亦或是護(hù)理質(zhì)量堪憂。 你將從何下手？

00:48

I'm a management consultant, and for the last three years, I've been working on a project to improve the public heath system of Rajasthan, a state in India. And during the course of the project, we actually discovered something profound. More doctors, better facilities, clinical innovation -- they are all important. But nothing changes without one key ingredient. Motivation. But motivation is a tricky thing. If you've led a team, raised a child or tried to change a personal habit, you know that motivation doesn't just appear. Something has to change to make you care. And if there's one thing that all of us humans care about, it's an inherent desire to shine in front of society. So that's exactly what we did.

我是一名管理咨詢師， 在過去三年里， 我一直致力于一項 改善印度拉賈斯坦邦 公共健康系統(tǒng)的項目。 而在項目進(jìn)行過程中， 我們確實發(fā)現(xiàn)了一些深刻的問題。 更多醫(yī)生、更好的設(shè)施、 醫(yī)療創(chuàng)新—— 這些都重要。 但這些東西都缺少了一項 能發(fā)揮作用的關(guān)鍵要素。 發(fā)自內(nèi)心的動力。 但動力是個棘手的玩意兒。 如果你帶過團(tuán)隊、養(yǎng)過孩子 或是試圖改變個人習(xí)慣， 你就會明白 動力不會憑空出現(xiàn)。 有些事情得改變了 你才會去在意。 要說有什么事 我們?nèi)祟惗荚谝猓?就是對自己能被社會矚目 發(fā)自內(nèi)心的渴望。 于是我們借此入手。

01:50

We decided to focus on the citizen: the people who the system was supposed to serve in the first place. And today, I'd like to tell you how Rajasthan has transformed its public health system dramatically by using the citizen to trigger motivation. Now, Rajasthan is one of India's largest states, with a population of nearly 80 million. That's larger than the United Kingdom. But the similarities probably end there. In 2016, when my team was called in to start working with the public health system of Rajasthan, we found it in a state of crisis.

我們決定聚焦于本國公民—— 那些本就應(yīng)該由 機(jī)關(guān)系統(tǒng)服務(wù)的人。 而今天，我將告訴你們 拉賈斯坦公共健康系統(tǒng) 的急劇轉(zhuǎn)型， 其動力是如何由公民激發(fā)的。 拉賈斯坦是當(dāng)今印度 最大的邦州之一， 有著近八千萬的人口。 比英國全國還多。 但可比之處僅此而已。 當(dāng)我的團(tuán)隊在2016年受邀 到拉賈斯坦開始參與 公共健康系統(tǒng)工作時， 我們發(fā)現(xiàn)它已 處于危機(jī)狀態(tài)了。

02:39

For example, the neonatal mortality rate -- that's the number of newborns who die before their first month birthday -- was 10 times higher than that of the UK. No wonder then that citizens were saying, "Hey, I don't want to go to a public health facility." In India, if you wanted to see a doctor in a public health facility, you would go to a "PHC," or "primary health center." And at least 40 patients are expected to go to a PHC every day. But in Rajasthan, only one out of four PHCs was seeing this minimum number of patients. In other words, people had lost faith in the system. When we delved deeper, we realized that lack of accountability is at the core of it.

就拿記錄了未滿一個月就夭折 的新生兒死亡率來說， 該數(shù)字高出英國新生兒 死亡率十倍之多。 難怪本國公民會說： “嘿，我可不想去公立醫(yī)療場所?！?在印度，你如果要到 公立醫(yī)療場所看病， 你就得去“PHC”， 也就是“初級保健中心”。 一所初級保健中心應(yīng)有能力 每天接待至少40名來訪病人。 而拉賈斯坦的初級保健中心 每四所里只有一所 能達(dá)到這個病人接待量的下限。 換句話說，人們對該系統(tǒng) 已然不抱希望。 當(dāng)我們更深入地進(jìn)行研究時， 我們意識到問責(zé)機(jī)制的缺失 正是問題的核心。

03:35

Picture this. Sudha, a daily-wage earner, realizes that her one-year-old daughter is suffering from uncontrollable dysentery. So she decides to take the day off. That's a loss of about 350 rupees or five dollars. And she picks up her daughter in her arms and walks for five kilometers to the government PHC. But the doctor isn't there. So she takes the next day off, again, and comes back to the PHC. This time, the doctor is there, but the pharmacist tells her that the free drugs that she's entitled to have run out, because they forgot to reorder them on time. So now, she rushes to the private medical center, and as she's rushing there, looking at her daughter's condition worsening with every passing hour, she can't help but wonder if she should have gone to the private medical center in the first place and payed the 350 rupees for the consultation and drugs. No one is held accountable for this incredible failure of the system. Costing time, money and heartache to Sudha. And this is something that just had to be fixed.

想象一下， 蘇達(dá)，一名日薪工作者， 發(fā)現(xiàn)她一歲大的女兒 鬧了痢疾令她束手無策。 于是她決定請一天假。 這將損失大約350盧比， 也就是5美元的日薪。 而當(dāng)她懷抱著她的女兒 徒步五千米來到 政府的初級保健中心， 卻發(fā)現(xiàn)醫(yī)生不在。 所以第二天她也得請假， 再次來到初級保健中心。 這一次，醫(yī)生在是在， 但藥劑師告訴她， 由于他們忘了及時訂藥， 她有權(quán)免費(fèi)領(lǐng)取的 藥物已經(jīng)用完了。 于是現(xiàn)在，她趕忙跑向 私立醫(yī)療中心， 而在她快馬加鞭的同時， 還要眼看著女兒的病情 隨著時間流逝而惡化。 她不禁會想， 自己是否在一開始就該直接去 私立醫(yī)療中心， 并支付350盧比的 門診與醫(yī)藥費(fèi)。 這無人負(fù)責(zé)的 聳人的系統(tǒng)失職 害蘇達(dá)損失了時間、金錢， 還令她備受煎熬。 要查補(bǔ)的正是此類漏缺。

04:59

Now, as all good consultants, we decided that data-driven reviews had to be the answer to improve accountability. So we created these fancy performance dashboards to help make the review meetings of the health department much more effective. But nothing changed. Discussion after discussion, meeting after meeting, nothing changed.

作為合格的咨詢師， 我們認(rèn)為必須以 由數(shù)據(jù)導(dǎo)向的審查 來應(yīng)對問責(zé)機(jī)制的改善問題。 所以我們創(chuàng)建了這些 花哨的績效展示牌 去幫助健康部門能更高效地 展開審查會議。 可無濟(jì)于事。 一次又一次的討論、 一場又一場的會議， 全都無濟(jì)于事。

05:29

And that's when it struck me. You see, public systems have always been governed through internal mechanisms, like review meetings. And over time, their accountability to the citizen has been diluted. So why not bring the citizen back into the equation, perhaps by using the citizen promises? Couldn't that trigger motivation? We started with what I like to call the coffee shop strategy. You've probably seen one of these signs in a coffee shop, which says, "If you don't get your receipt, the coffee is free." Now, the cashier has no option but to give you a receipt each time.

這才給了我當(dāng)頭棒喝。 要知道，一直以來 各項公共系統(tǒng)都是 由這些審查會議之類的 內(nèi)部機(jī)制來監(jiān)管。 而長此以往， 外界公民對他們問責(zé)的 作用就被淡化了。 如果能通過公民承諾， 讓公民們再次起到作用， 又有何不可呢？ 這樣不就可以激發(fā)人們的動力了嗎？ 我們的啟動方案 被我稱為“咖啡店策略”。 你們應(yīng)該在咖啡店里 見過這樣的指示牌， 上面寫著： “如果您沒收到收據(jù)， 咖啡就算您免費(fèi)?！?這樣一來，收銀員就不得不 在每次結(jié)賬時都要給你開收據(jù)。

06:18

So we took this strategy and applied it to Rajasthan. We worked with the government on a program to revive 300 PHCs across the state, and we got them to paint very clear citizen promises along the wall. "We assure you that you will have a doctor each time." "We assure you that you will get your free drugs each time." "We assure you that you will get your free diagnostics each time." And finally, we worked with elected representatives to launch these revived PHCs, who shared the citizen promises with the community with a lot of fanfare. Now, the promise was out there in the open. Failure would be embarrassing. The system had to start delivering. And deliver it did. vailability went up, medicines came on hand, and as a result, patient visits went up by 20 percent in less than a year. The public health system was getting back into business.

因此我們將此策略 應(yīng)用在了拉賈斯坦。 我們與政府合作了一項 在全州范圍內(nèi)恢復(fù)300家 初級保健中心的計劃， 還讓他們將每一條公民承諾 都清清楚楚地印在了墻上。 “我們向您保證 您每次都能看上醫(yī)生?！?“我們向您保證您每次都能 領(lǐng)取到您的免費(fèi)藥物。” “我們向您保證 您每次都能接受免費(fèi)診斷。” 最后，我們還與民選代表合作， 幫這些恢復(fù)的 初級保健中心重新開業(yè)， 讓它們大張旗鼓地 將這些公民承諾 推廣至社區(qū)。 現(xiàn)在，這些承諾已世人皆知。 食言就意味著蒙羞。 機(jī)關(guān)系統(tǒng)必須開始出力。 他們也確實出力了。 醫(yī)生出勤率有所上升， 藥物一應(yīng)俱全， 而結(jié)果就是 不到一年，病人來訪率 就提升了兩成。 公共健康系統(tǒng)正在重回正軌。

07:36

But there was still a long distance to go. Change isn't that easy. An exasperated doctor once told me, "I really want to transform the maternal health in my community, but I just don't have enough nurses." Now, resources like nurses are actually controlled by administrative officers who the doctors report to. And while the doctors were now motivated, the administrative officers simply weren't motivated enough to help the doctors.

然而前路漫漫， 改變并非一蹴而就。 曾有一位惱怒的醫(yī)生告訴我， “我是真心希望改變 我們社區(qū)的婦產(chǎn)保健， 但苦于護(hù)士人手不足?！?目前，像護(hù)士這類資源 實際由行政官員掌握， 醫(yī)生也得向他們匯報。 現(xiàn)在醫(yī)生們是有動力了， 這些行政官員 卻沒有足夠的動力 去幫助醫(yī)生。

08:09

This is where the head of the public health department, Ms. Veenu Gupta, came up with a brilliant idea. A monthly ranking of all districts. And this ranking would assess the performance of every district on each major disease and each major procedure. But here's the best part. We made the ranking go public. We put the ranking on the website, we put the ranking on social media, and before you knew it, the media got involved, with newspaper articles on which districts were doing well and which ones weren't. And we didn't just want the rankings to impact the best- and the worst-performing districts. We wanted the rankings to motivate every district. So we took inspiration from soccer leagues, and created a three-tiered ranking system, whereby every quarter, if a district's performance were to decline, you could get relegated to the lower tier. But if the district's performance were to improve, you could get promoted to the premiere league.

對此，公共健康部門負(fù)責(zé)人 維努·笈多女士提出了一條妙計。 所有地區(qū)每月都要排名。 該排名會對各地區(qū) 在每項重大疾病 和每次重要執(zhí)行程序上的 績效做評估。 而最妙的是： 我們公開了排名。 我們將排名放到了互聯(lián)網(wǎng)上， 放到了社交媒體上， 不等你反應(yīng)過來， 媒體就都參與進(jìn)來了， 通過報刊文章 點評著各地區(qū)表現(xiàn)孰好孰壞。 我們不只是希望這些排名 能影響表現(xiàn)最好 與最次的地區(qū)， 我們希望它能激起 所有地區(qū)的動力。 于是我們從足球聯(lián)賽中獲取靈感， 創(chuàng)建了一套有著三級排名 的排名系統(tǒng)， 每個季度， 如果某個地區(qū)的績效下降了， 那就將其排名降低。 而如果一個地區(qū)的績效上升了， 就將其提升至最高檔。

09:19

The rankings were a big success. It generated tremendous excitement, and districts began vying with each other to be known as exemplars. It's actually very simple, if you think about it. If the performance data is only being reviewed by your manager in internal settings, it simply isn't motivating enough. But if that data is out there, in the open, for the community to see, that's a very different picture. That just unlocks a competitive spirit which is inherent in each and every one of us. So now, when you put these two together, the coffee shop strategy and public competition, you now had a public health system which was significantly more motivated to improve citizen health. And now that you had a more motivated health system, it was actually a system that was now much more ready for support. Because now, there is a pull for the support, whether it's resources, data or skill building.

這套排名系統(tǒng)大獲成功。 人心大振， 各地區(qū)開始相互競爭， 爭當(dāng)?shù)浞丁?仔細(xì)想想，也不出奇。 如果只是由你的上級 在內(nèi)部環(huán)境里 審核績效數(shù)據(jù)， 動力自然是不夠的。 但如果數(shù)據(jù)公開了、 對外了、全社區(qū)都能看到了， 事情就會大不一樣。 這樣一來釋放了潛藏在 我們所有人體內(nèi)的競爭精神。 于是乎，當(dāng)你們將 咖啡店策略與公開競爭合二為一， 就有了一個對于提升公民健康 今非昔比、動力十足的 公共健康系統(tǒng)。 既然現(xiàn)在的公共健康系統(tǒng) 背后充滿動力了， 它就比過去更需要獲得支持。 因為現(xiàn)在，無論是系統(tǒng)的 資源、數(shù)據(jù)、還是技術(shù)積累， 相應(yīng)的支持都要跟上來。

10:30

Let me share an example. I was once at a district meeting in the district of Ajmer. This is one of the districts that had been rising rapidly in the rankings. And there were a group of passionate doctors who were discussing ideas on how to better support their teams. One of the doctors had up-skilled health workers to tackle the problem of nurse shortages. Another doctor was using WhatsApp in creative ways to share information and ideas with his frontline workers. For example, where are the children who are missing from immunization? And how do you convince the mothers to actually bring their children for immunization? And because their teams were now significantly motivated, they were simply lapping up the support, because they wanted to perform better and better. Broken systems certainly need more resources and tools. But they won't drive much impact if you don't first address the motivation challenge. Once the motivation tide begins to shift, that's when you get the real returns off resources and tools.

我來分享個例子。 有一次我在阿杰梅爾區(qū) 參加地區(qū)會議。 這正是其中一個排名 飛速上升的地區(qū)。 會議上有一伙熱忱的醫(yī)生 在為如何更好地支持 他們的團(tuán)隊出謀劃策。 其中一位醫(yī)生 讓業(yè)務(wù)嫻熟的護(hù)工 來填補(bǔ)護(hù)士的短缺。 另一位醫(yī)生妙用 通訊軟件WhatsApp 來分享一線醫(yī)護(hù)人員 的消息與想法。 例如： “尚未接種疫苗的孩子們都在哪兒？” “又要如何說服那些母親們 把自己的孩子帶來接種疫苗？” 正因為他們的團(tuán)隊 現(xiàn)在動力十足， 他們對支持來者不拒， 以求績效更上一層樓。 支離破碎的系統(tǒng) 固然需要更多資源與工具， 但如果不先把動力點燃， 那些東西只會收效甚微。 一旦動力的浪潮開始涌動， 你才能真正獲得 來自資源與工具的回報。

11:50

But I still haven't answered a key question. What happened to the performance of Rajasthan's public health system? In 2016, when our work began, the government of India and the World Bank came out with a public health index. Rajasthan was ranked 20th out of 21 large states. But in 2018, when the next ranking came out, Rajasthan showed one of the highest improvements among all large states in India, leapfrogging four positions. For example, it showed one of the highest reductions in neonatal mortality, with 3,000 additional newborn lives being saved every year. Typically, public health transformations take a long time, even decades. But this approach had delivered results in two years.

但有個關(guān)鍵問題 我還沒回答： 拉賈斯坦的公共健康系統(tǒng) 績效如何？ 2016年，在我們的工作啟動時， 印度政府與世界銀行 給出了一份公共健康指標(biāo)。 在21個大邦之中 拉賈斯坦排名第20位。 但到了2018年， 次屆排位公布時， 拉賈斯坦一躍而上連升四位， 是印度各大邦中 排名提升最大的邦。 舉個例子，其中一項 降低程度最大的指標(biāo) 就是新生兒死亡率。 每年增加了3000個被拯救的新生兒。 一般來說，公共健康系統(tǒng)轉(zhuǎn)型 曠日累時，可達(dá)數(shù)十年之久， 但這套方法僅兩年 就見效了。

12:50

But here's the best part. There is actually nothing Rajasthan-specific about what we learned. In fact, this approach of using the citizen to trigger motivation is not even limited to public health systems. I sincerely believe that if there is any public system, in any country, that is in inertia, then we need to bring back the motivation. And a great way to trigger the motivation is to increase transparency to the citizen. We can do this with education and sanitation and even political representation. Government schools can compete publicly on the basis of student enrollment. Cities and towns, on the basis of cleanliness. And politicians on the basis of a scorecard of how exactly they're improving citizen lives.

而最棒的是， 我們研究的方法 并不僅限于拉賈斯坦。 實際上，這套利用公民 激發(fā)動力的方法 也并非僅限于公共健康系統(tǒng)。 我由衷地相信任何國家， 任何公共系統(tǒng)， 如果缺乏活力， 都需要找回其動力。 為公民提高透明度 就是激發(fā)動力的不二法門。 在教育，衛(wèi)生 乃至政治代表方面 我們都能用上。 公立學(xué)?？梢愿鶕?jù)學(xué)生的 入學(xué)人數(shù)進(jìn)行公開評比。 城鎮(zhèn)可以對比清潔度。 而政客們可以 就他們提升公民 生活質(zhì)量的程度評分。

13:49

There are many broken systems out there in the world. We need to bring back their motivation. The citizen is waiting. We must act today.

世上支離破碎的系統(tǒng)還有很多。 我們要讓它們重拾動力。 那里的公民望眼欲穿。 我們的行動刻不容緩。

14:02

Thank you very much.

非常感謝。

14:03

（Applause）

（掌聲）