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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
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.
--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.
320 pages, Hardcover
First published April 20, 2011
19 people are currently reading
179 people want to read
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Displaying 1 - 11 of 11 reviews
April 7, 2014
I was excited to read this book because I have experienced the UCLA Health System firsthand as a patient/consumer. I gave birth at a UCLA hospital. I used many doctors who were part of the system.
I knew the CEO had come up with some interesting ideas of how medical care should work. It was interesting to see what they actually were.
Reading this book, I could pick out the kinds of things that doctors and nurses were expected to do: Knock before entering, let the patient see you wash your hands, always introduce yourself, etc.
When I was a patient, those things would sometimes irritate me in my desire to get things moving. At the same time, now that I no longer live near UCLA, I have had trouble developing the same good feelings about my health-care providers. So many of the habits the CEO has tried (quite successfully) to encourage in his employees seem like basic politeness -- particularly now since I'm no longer experiencing that politeness.
That said, this book paints a picture that's a bit rosier than what I actually experienced. There's also very little how-to info; it's more in the theoretical ideas.
I knew the CEO had come up with some interesting ideas of how medical care should work. It was interesting to see what they actually were.
Reading this book, I could pick out the kinds of things that doctors and nurses were expected to do: Knock before entering, let the patient see you wash your hands, always introduce yourself, etc.
When I was a patient, those things would sometimes irritate me in my desire to get things moving. At the same time, now that I no longer live near UCLA, I have had trouble developing the same good feelings about my health-care providers. So many of the habits the CEO has tried (quite successfully) to encourage in his employees seem like basic politeness -- particularly now since I'm no longer experiencing that politeness.
That said, this book paints a picture that's a bit rosier than what I actually experienced. There's also very little how-to info; it's more in the theoretical ideas.
March 20, 2013
Read this in preparation for a tour of the UCLA Medical Center with Dr. Feinberg and I wasn't quite sure how it would relate to my business. It did and it does. Many many ideas and lessons, parallels for my industry - real estate - and actionable items to implement immediately. I can only imagine that by nature doctors, nurses and other healthcare professionals would be people and service oriented. And yet, in this era of technology and driving more patients through the system with seemingly less money, the lessons of care and humanity ring true. Very much enjoyed the book...looking forward to the tour this afternoon!
April 20, 2013
This book read like an endorsement for the UCLA medical complex. It could have provided more value by going deeper into what makes UCLA a world class medical facility. I felt like it jumped from concept to concept and never went very deep into any of them. All in all, a good laundry list, but not a great book.
There could have been great lessons for other medical organizations to follow. Instead it was teaser after teaser. I suppose other medical organizations could decide to follow through themselves.
In retrospect, the book would have been better covering fewer parts of the organization, but digging deeper into what makes UCLA a world class organization.
There could have been great lessons for other medical organizations to follow. Instead it was teaser after teaser. I suppose other medical organizations could decide to follow through themselves.
In retrospect, the book would have been better covering fewer parts of the organization, but digging deeper into what makes UCLA a world class organization.
September 26, 2017
Another great book by this author. I've now read all of his customer experience books, and my favorite is probably The New Gold Standard about The Ritz Carlton hotels. But, since I'm in healthcare, this book resonated with me directly and I hope to make this required reading for my colleagues. Although this is about UCLA, which is on the other side of the country, and in a very large metro area, the five principles can be carried over and applied in our smaller town setting.
The 5 principles are Commit to Care, Leave No Room for Error, Make the Best Better, Create the Future, and Service Serves Us. I recently heard both Michelli and former CEO of UCLA Dr. Feinberg speak together at a medical conference. I very much enjoyed learning about their experiences and knowledge. My goal is to bring this to the attention of folks at my hospital, and compare notes so that we can continue to lead our community to outstanding health and Make the Best Better.
The 5 principles are Commit to Care, Leave No Room for Error, Make the Best Better, Create the Future, and Service Serves Us. I recently heard both Michelli and former CEO of UCLA Dr. Feinberg speak together at a medical conference. I very much enjoyed learning about their experiences and knowledge. My goal is to bring this to the attention of folks at my hospital, and compare notes so that we can continue to lead our community to outstanding health and Make the Best Better.
April 24, 2016
I won this book through good reads and I am really glad that I did. I am considering starting my own business and this book has offered much needed guidance in this area!
This entire review has been hidden because of spoilers.
April 24, 2012
I have read a lot of books in the "Business" genre. Prescription for Excellence stands out. I may be biased since I work and UCLA, but I am Liking this one a lot.
August 29, 2012
This book changed the way I think and act to drive business results! Everyone should read it.
May 7, 2015
inspirational tales about the growth of UCLA and the leadership of Dr Feinberg.
Not really into these leadership books, but informational for our new CEO at Geisinger
Not really into these leadership books, but informational for our new CEO at Geisinger
July 16, 2018
I want to work there.
December 27, 2018
Fantastic read and insight.
Want to read
January 21, 2021Office
Displaying 1 - 11 of 11 reviews