Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System

I am very proud to have been interviewed for this book and appear on page 237 as a UCLA Healthcare Patient Liaison in Emergency Medicine and as a retired Administrative Specialist, UCLA Radiological Sciences, Santa Monica-UCLA. Dr. Feinberg has created a motto of "one patient at a time" to rebuild the UCLA culture of patient care and the CICARE philosophy which all of UCLA Healthcare now follows to make UCLA Healthcare the BEST IN THE WEST, not just in name, but in all aspects of UCLA patient care. I see this in practice every saturday night in Ronald Reagan-UCLA ER and in the clinics, such as Urology and Pulmonary, where I have been a patient. The outstanding uniforms the staff now wear at the front desks which designate their position in patient care and the expertise which each member provides patients checking in and out of appointments. I am proud to be a member of UCLA Healthcare and Joseph Michelli's book is a tribute to Dr. Feinberg and the entire UCLA Healthcare family.

As a physician who attended UCLA, I can attest to the accuracy of much of the efforts made by the administration in hiring and orchestrating the improvement necessary to make the best of a great start. The apathy and neglect in much of the facility had led to near rage and disrespect. The efforts were spearheaded by a master motivator and planner. One aspect of the book left out was the purposeful deferment of less profitable procedures to other outside facilities. This is known far and wide by hospital administrators and the staff physicians, but truly was also essential in the financial turn around.

This is an absolutely excellent book! For all of us who work in hospitals we realize how hard it is to truly be excellent even though we feel we are working so hard already. This is not a book at any one individual can implement alone, but it is so inspiring to show us what we can do in greatly improving patient satisfaction. It required perhaps a change in attitude and practice by every employee, every hour or every day. It is inspiring that this can be done!

Great book for any industry!

This book is about the UCLA Health System. All principles of excellence described in Joseph Michelli's work are applicable for evey venture. Every business is in the business of trust. Joseph Michelli was absolutely right when he wrote " Successful service cultures need champions from the top of the organization ".

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product was as expected and delivered timely.

great item!