What Are The Key Lessons In Buurtzorg: Menselijkheid Boven Bureaucratie?

When I'm on my break, I decide to help my neighbor, Yvonne Cook, fix the gas valve, which has been leaking gas. But she instantly lodges a report, saying that I've gone against the rules. She demands compensation for the shock that she's suffered as well. I don't bother defending myself. Instead, I just write a reflection report. After that, my squad leader sentences me to disciplinary confinement. Yvonne wastes no time gloating in the tenants' group chat. "It's time to teach these power-abusers a good lesson, anyway!" Three days later, a fire breaks out in Yvonne's apartment. Thick plumes of dark smoke keep rising from the burning apartment. Yvonne wails as she bangs on my door and pleads with me. "Please crack open the door and put out the fire!" I can only sigh from behind my front door. "I'm under disciplinary suspension right now, so I can't break protocol. You should wait for the fire truck instead."

On my birthday, my mother-in-law had just been wheeled out of surgery, only to be sent straight back into the ER. In a video newly posted by an intern, he was shown holding a scalpel and cutting my mother-in-law open, while the lead surgeon, who was my wife, was nowhere in sight. “Who says interns aren’t qualified to operate? No worries. My Dr. Lover dotes on me.” Colleagues flooded the comment section, saying the couple was sweet and that they were shipping them. I forwarded the video straight to the hospital director. Not long after, my wife called me. Her breath ragged and voice fragmented. “So I forgot your birthday. Is that reason enough for you to go to the director and accuse me of violating hospital rules? “I’m so done with your unreasonable behavior! Even if my mother sides with you this time, I’m still getting a divorce…” She hung up before I could respond. What she didn’t know was that her mother wouldn’t be taking my side anymore. Because the patient who went into massive postoperative hemorrhage and died during resuscitation, under the lead of an intern, was her mother.

At the award-giving ceremony of the end-of-the-year gala, my boss, George White, suddenly announces that he will be adding a bonus round on a whim. "This is the annual department evaluation! The department that comes last shall come onto the stage and receive a tiny encouragement from me!" The huge screen lights up at that moment. The sales achievements accumulated by all departments are being shown in a ranking system. The sales department is ranked first. The operations department comes second, and the marketing department gets third place. As for the administrative department, the sales achievements shown on the screen are none. After all, that department has no KPI to achieve at all. George beams at us from the administrative department. "Everyone from the administrative department, come on up and receive your prize!" Two people can be seen carrying a basket of brooms up the stage. Everyone bursts into laughter instantly. "Come now, sweep away your bad luck with the brooms! Try not to come up as the bottom-ranked department again next year!" George personally thrusts the brooms into our hands. Camera flashes go off beneath the stage—people are clearly taking photos of us. The people from the sales department are the ones laughing the hardest. "Finally, the peeps from the administrative department are getting the recognition they deserve!"

The entire ward could hear the thoughts of the beautiful intern nurse, Sonya Row. When a patient kept vomiting nonstop, and I suggested increasing the pain medication, she stood nearby, sighing. [What should I do? Should I tell the family this painkiller can be addictive and really bad for the body? If they just wait a few more minutes, he'll recover on his own. There's no need to spend money at all.] The room fell silent in an instant. Everyone's gaze shifted toward me, and the family quietly refused my treatment plan. After that, I became the joke of the entire department. Every patient specifically asked not to be assigned to me. Later, while comforting a terminal stomach cancer patient, I followed her family's wishes and lied, saying it was just gastritis. Sonya complained about it in her thoughts. [The patient's practically dying already, but she's still saying she can be cured. It's obviously just to trick this old woman into draining her life savings on treatment.] That night, the old lady jumped off the building so she wouldn't burden her family. Her family thought I had revealed the truth and driven her to her death. They reported me directly to the hospital director, and I was stripped of my position as department head. Then, on a holiday weekend, the hospital admitted a pregnant woman with a suspected amniotic fluid embolism. To save her life, I had no choice but to remove her uterus. At that moment, Sonya's thoughts rang out again. [She doesn't have an amniotic fluid embolism at all. She was on her phone during surgery, which caused this. Now look what happened. This baby's a girl. This family wanted a son, and now they'll never get one.] The family attacked me on the spot, recorded it, and posted the video online to harass me. The desperate husband, obsessed with having a son, stabbed me to death to vent his rage. When I opened my eyes again, I was back on the day Sonya first revealed her thoughts. This time, I could hear her thoughts, too.

I was the best surgical hand in the department, and after three flawless operations in a row, I got slapped with an official reprimand and had my entire month's bonus docked. I wasn't having it. I marched straight to the Medical Affairs Office to hash it out with the manager, Gerald Sneed. "I've given this hospital ten years! Name one time I wasn't the first one in when it mattered! Last year, I pulled five surgeries back-to-back and collapsed on my feet by the end of it! What exactly did I do wrong that you're cutting my bonus over?" I was good at what I did, but my life outside the hospital was no easier. Mortgage, car payment, my kid's basketball lessons. I had been counting on that month's bonus to cover it, and now it was gone. I wasn't letting this slide. Since when did a successful surgery count as a mistake? Given my standing at the hospital, Manager Sneed didn't dare go toe-to-toe with me. Instead, he tried to smooth things over. "Dr. Cole, during that surgery you ran at three in the morning two nights ago, you drank two bags of glucose solution off the books, and it ended up billed to the patient. The family found out and accused us of overcharging. It's already blowing up online. Our hands are tied here." That's when it came back to me. That emergency surgery two nights ago had been a mess. It wasn't even supposed to be mine. I had already been on my feet in the OR for thirty-six straight hours, but the deputy director came looking for me and swore no one else could pull it off. So I gritted my teeth and scrubbed in. The surgery went perfectly. And somehow, that was what it got me. I took a breath and changed my tone. "I understand completely. This one's on me. I'll take a month off, go home, and think it over." Manager Sneed, pleased with himself for scoring one against me, approved the leave on the spot. What he didn't expect was that only a week later, the hospital director himself would call, begging me to come back to work.

I was from a rich family. But after I finally returned home, my parents made me sleep in the store room and eat leftover food. Yet, they still felt like they had wronged their foster daughter. When the government introduced the Children’s Fairness System, my parents immediately bound the entire family to it. My father breathed a sigh of relief and said, “With this perfectly fair system in place, Annie won’t be treated unfairly anymore.” My mother gently held my hand and said in an unyielding tone. “Ever since you came back, you’ve taken everything that was meant for Annie. This is unfair to her.” My elder brother never showed a hint of kindness toward me either. “I only acknowledge Annie as my sister. You’ve gotten way more than you deserved already, so don’t push your luck,” he said. I looked down at the cheap clothes I had worn for five years. Then, I glanced at Annie’s lavish bedroom and countless luxury items. I found it all utterly ridiculous. However, when the system took effect, they all ended up breaking down.