Cameron PA. Emergency medicine: Are we the systems specialists?. Emerg Med (Fremantle) 2003; 15:1-3.
doi: 10.1046/j.1442-2026.2003.00399.x
2
Susan S. Want Big Rewards? Focus on Customer Service in the Emergency Department. http://www.strategichealthcare.com/pubs/shcm/f1_EmergencyDeptCustomerService.php.
3
Census of India (2001-2003) Report on Causes of Death. Office of Registrar General, India. http://www.censusindia.gov.in/Vital_Statistics/Summary_Report_Death_01_03.pdf.
4
Tuckman BW. Developmental sequence in small groups. Psychol Bull 1965; 63:384-399.
doi: 10.1037/h0022100
pmid: 14314073
5
Holden RJ. Lean thinking in emergency departments: a critical review. Ann Emerg Med 2011; 57:265-278.Epub 2010 Oct 29.
doi: 10.1016/j.annemergmed.2010.08.001
6
Frederick H. The motivation to work, new york. John Wiley and Sons 1959: 32-43.
7
Fordyce J, Blank FSJ, Pekow P, Smithline HA, Ritter G, Gehlbach S. et al. Errors in a busy emergency department. Ann Emerg Med 2003; 42:324-333.
doi: 10.1016/S0196-0644(03)00515-8
pmid: 12944883
8
Terrence M. Developing a System of EM: International Experiences. http://www.slideshare.net/changezkn/mulliganerasmusppt.
9
Kelly JJ, Farley H, O'Cain C, Broida RI, Klauer K, Fuller DC. et al. A survey of the use of time-out protocols in emergency medicine. Jt Comm J Qual Patient Saf 2011; 37:285-258.
doi: 10.1016/s1553-7250(11)37036-5
pmid: 21706988
10
Ulrich D. Human resource champions: the next agenda for adding value & delivering results. Harvard Business School Press 1997; 35-40.