THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER!
“Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.”
—Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios
“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
“An absorbing and educational account of a large institution’s astonishing transformation. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. A tremendous lesson for all large enterprises.”
—William E. Simon, Jr., cochairman, William E. Simon & Sons
“Most leadership authors describe how to apply common-sense principles. Michelli is a notable exception. He artfully describes the compelling, uncommon leadership practices that transformed UCLA Health System. The resulting lessons are plentiful and powerful for today’s business leader.”
—Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence
About the Book:
Joseph Michelli, author of The Starbucks Experience and The New Gold Standard, is among the world’s top authorities on the principles of creating an organizational culture dedicated to service excellence. In these bestselling books, he examines how leading service companies dominate their respective industries with innovative customerexperience strategies.
Now, Michelli turns his attention to one of the most complex, controversial, and critical industries—healthcare.
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. Michelli breaks down UCLA’s approach into five simple principles:
- Commit to Care
- Leave No Room for Error
- Make the Best Better
- Create the Future
- Service Serves Us
From administrative offices to operating rooms to research centers, continued adherence to these five principles has guided UCLA to financial strength, social significance, and sustainability.
The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA’s ideas, systems, and leadership principles into your own best practices. Whether it is a healthcare organization, a financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When all workers in an organization focus on providing quality care for those they serve, success inevitably follows.
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.
|Sold by:||Barnes & Noble|
|File size:||2 MB|
About the Author
Most Helpful Customer Reviews
The UCLA Health System went from 36th percentile in patient satisfaction to the 99th in the past three and half years? How did they do it? They put caring back at the center of providing top notch medical care and to put teeth in it they created metrics (and criteria for hiring and promotions and raises) to make certain that everyone at the UCLA Health System walked the talk. One of the most helpful examples from this break through book involve what is referred to as CICARE (pronounced See-I-Care) template for all physicians (on which they are regularly assessed with the results directly tied to their performance review). CICARE includes the following steps: 1. CONNECT - with the patient/family members using Mr./Ms., or by their preferred name 2. INTRODUCE - yourself and your role. 3. COMMUNICATE - what you are going to do, how it will impact the patient, etc 4. ASK - and anticipate patient and/or family needs, questions or concerns. 5. RESPOND - to patient and/or family questions and requests with immediacy. 6. EXIT - courteously explaining what will come next or when you will return.