RT Journal Article SR Electronic T1 Standardization vs Customization: Finding the Right Balance JF The Annals of Family Medicine JO Ann Fam Med FD American Academy of Family Physicians SP 171 OP 177 DO 10.1370/afm.2654 VO 19 IS 2 A1 Christine A. Sinsky A1 Hessam Bavafa A1 Richard G. Roberts A1 John W. Beasley YR 2021 UL http://www.annfammed.org/content/19/2/171.abstract AB There is an inherent tension between standardization and customization of care delivery processes. The challenge for health care systems is to achieve the right balance. At its best, standardized work can create efficiencies that generate the additional time needed for personalized care. Similarly, at its best, customization allows the people within a system to accommodate the needs, preferences, and circumstances of the unique individuals and local communities they serve. We provide examples and offer principles to decide when standardization offers the most successful path and when customization may be preferred. We believe that, in sum, the balance has shifted too far toward standardization and that a rebalancing toward customization will benefit patients, clinicians, and the health care system.