Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System [Unabridged] [Audible Audio Edition] Author: | Language: English | ISBN:
B009UHPGR6 | Format: PDF, EPUB
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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 best-selling books, he examines how leading service companies dominate their respective industries with innovative customer experience 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 leaders...
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- Audible Audio Edition
- Listening Length: 9 hours and 36 minutes
- Program Type: Audiobook
- Version: Unabridged
- Publisher: McGraw-Hill Education
- Audible.com Release Date: October 17, 2012
- Whispersync for Voice: Ready
- Language: English
- ASIN: B009UHPGR6
Healthcare is a topic that rarely has a consensus of opinions. Many healthcare consumers in the United States view the system as complicated, expensive, uncaring and stacked against them. In his recent book, organizational consultant, Dr. Joseph Michelli, focuses on a crown jewel of the customer/patient experience: The UCLA Health System.
"We are in the business of taking care of people It doesn't matter if you are a doctor, a nurse, or a janitor or if you carry a leadership title, we all must champion and execute on the common goal of coming in every day to make sure we take care of our next patient." Dr. David Feinberg, CEO UCLA Hospital System
Interesting Format
There are 11 chapters, three appendices, a detailed notes section, and separate sources and index areas. I liked that the author included an excerpt from UCLA's Patient Confidentiality Policy, along with their actual Confidentiality Agreement, as separate appendices. None of the chapters are over 30 pages in length which makes the book an engaging read that holds your attention. Dr. Michelli's writing style is friendly, informative and educational. The chapters are divided into five sections, or "Principles," to reinforce the learning aspect. Each chapter begins with a compelling quote from a historical figure. My favorite was "A life is not important except for the impact it has on other lives" by American baseball legend and civil rights activist, Jackie Robinson.
Innovative Learning Features
Two salient features contained in each chapter were "Your Diagnostic Checkup" and "Prescriptive Summary." The first feature asks questions within the chapter to highlight the subject matter and encourage the reader to self-test their understanding.
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