Joseph A. Michelli - Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System

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PRAISE FOR
PRESCRIPTION FOR EXCELLENCE

Rather than resting on their laurels, the UCLA Health System asked, How can we be better? This excellent book reveals how they choose their direction and develop their future through the transformation to an even greater institution because they are committed to care.

JOYCELYN ELDERS, M.D., former U.S. Surgeon General

Most leadership authors describe how to apply commonsense principles. Michelli is a notable exception. Now he artfully describes the compelling, uncommon leadership practices that transformed the UCLA Health System. The resulting lessons are plentiful and powerful for todays business leader.

LEE J. COLAN, PH.D., author of Sticking to It: The Art of Adherence

A hospital, like any business, must be true to its core values in order to succeed. Trickle down values start at the top with the best leadership so all the stakeholders understand and carry out the mission of the institution. That is the gift that David Feinberg has brought to UCLA. I am in awe of his management skills and deeply appreciate his huge heart.

LYNDA RESNICK, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios

This story of the transformation of the UCLA medical care system to a focus on caring and compassion is for all of us: patients and families, caregivers, healthcare system leaders, and policy makers. The UCLA community shows how to make dramatic improvements in a complex system in just a few short years. With clear purpose, unwavering principles, and steadfast leadership, the people at UCLA have established a new bar, a compelling promise, for what healthcare can and should be.

DAVID M. LAWRENCE, M.D., former CEO, Kaiser Permanente

Joseph Michelli has written an absorbing and educational account of an astonishing transformation of a large institution led by Dr. David Feinberg. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. His team is energized and dedicated to the vision of customer satisfaction and never resting until the next patient is well taken care of. This metamorphosis is a tremendous lesson for all large enterprises, whether in the not-for-profit or in the for-profit sector.

WILLIAM E. SIMON, JR., cochairman of William E. Simon & Sons

In my more than 50 years of business experience, I have operated some very large public and private companies, highlighted by what was at that time the most well-known hotel gaming company in the world. We were open 24 hours a day, 365 days a year under extraordinarily difficult circumstances. When you take care of as many as 40,000 people on one property in a single day, it makes you very aware of the importance of customer satisfaction. The analogy to operating a hospital is obvious, because so many of the services are the same. This book diligently emphasizes some of the major differences. The vision statement deals with healing humankind and does not allow return on investment a position to compromise those objectives.

HENRY GLUCK, Chairman of the Board of Advisors for Ronald Reagan UCLA Medical Center and former CEO and Chairman of the Board of Caesars World

LEADERSHIP LESSONS FOR
CREATING A WORLD-CLASS
CUSTOMER EXPERIENCE FROM
UCLA HEALTH SYSTEM

JOSEPH A. MICHELLI

Copyright 2011 by The Regents of the University of California and UCLA Health System. All rights reserved. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.

ISBN: 978-0-07-177390-4
MHID: 0-07-177390-8

The material in this eBook also appears in the print version of this title: ISBN: 978-0-07-177354-6, MHID: 0-07-177354-1.

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Eugene Washington, M.D., M.Sc., vice chancellor,
UCLA Health Sciences, and dean, David Geffen
School of Medicine at UCLA

CHAPTER 1 The UCLA Health System Experience:
What Everyone Can Learn from Greatness in Healthcare

PRINCIPLE 1
COMMIT TO CARE

PRINCIPLE 2
LEAVE NO ROOM FOR ERROR

CHAPTER 4 Setting the Foundation:
Safety Is a Matter of Culture

PRINCIPLE 3
MAKE THE BEST BETTER