Prescription for excellence : leadership lesson for creating a world-class customer experience from Ucla health system / Joseph A. Michelli

Includes index

Includes index.

Foreword -- Acknowledgments -- Chapter 1 The UCLA Health System Experience: What Everyone Can Learn from Greatness in Healthcare -- Principle 1 Commit to Care -- Chapter 2 Care Takes Vision, Clarity, and Consistency -- Chapter 3 Never Enough Care -- Principle 2 Leave No Room for Error -- Chapter 4 Setting the Foundation: Safety Is a Matter of Culture -- Chapter 5 Safety—Science, Selection, and Challenge -- Principle 3 Make the Best Better -- Chapter 6 Delivering Exceptional Outcomes Here and Now -- Chapter 7 Quality for Less and for All -- Principle 4 Create the Future -- Chapter 8 High-Value Innovation—Leveraging the Risk of Excellence -- Chapter 9 Transformative Evolution -- Principle 5 Service Serves Us -- Service Experience—More than Just Pretty Words -- Chapter 11 Sustainable Success through Service without Bounds -- Conclusion: Your Follow-up Care Plan -- Appendix A -- Appendix B -- Appendix C -- Notes -- Sources -- Index.

"In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry--and explains how you can dominate your own industry by using the same approach.

UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers, and staff are only part of the equation; UCLA's overall success is a result of organization-wide collaboration that is driven by leaders with a shared vision of unyielding excellence.

Business is always personal; UCLA's leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures that your people take business personally, day in and day out."